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Set up email capture

Email capture is what puts client correspondence on the timeline without anyone forwarding anything. Once it is on, mail to and from a connected Google Workspace mailbox files itself onto the matching customer. This page turns it on and sets its limits; the fuller picture of how capture and the timeline work is in Email, calendar and meetings.

Before you start

  • Connect Google Workspace first, or there are no mailboxes to capture from. See Connect Google Workspace.
  • Capture is off by default. Turning it on prompts each teammate to consent at their next login, so mail is only ever captured from people who have agreed.

Turn on capture

  1. Open Admin, then Email capture.
  2. Switch Enabled on.
  3. Choose a Capture scope:
    • Customer-matched only stores only mail involving a known customer contact. This is the recommended default and holds far less sensitive data.
    • All mail stores everything and filters on display. It holds much more, so use it with care.

Choose which mailboxes are monitored

Capture reads the mailbox of every active user automatically. The Google Workspace card is where the rest is decided.

  • Workspace domains shows the Google Workspace your capture is bound to. Florio sets it when your workspace is created; it is not edited here. Capture never reads a mailbox on any other domain, wherever the address is typed, and a workspace with no domain configured captures nothing at all.
  • Additional monitored mailboxes lists the mailboxes that have no Florio user behind them but still carry client mail: a shared support inbox, the mailbox of someone who has left, or the mailbox a routing rule copies a group address into.

To add one, type the address and click Add mailbox. It must be on your Workspace domain, and Florio refuses anything else with the reason. Remove takes a mailbox out of the list; mail already captured from it stays on the records where it landed.

Exclude senders you never want captured

Use Exclusions (never capture) for sensitive contacts whose mail should never be stored, even when a known customer is on the thread, a personal attorney, say, or an HR matter.

  1. Under Exclusions (never capture), pick a Type: Customer, Email address, or Domain.
  2. Enter the Value, and a short Reason so the next admin understands the entry.
  3. Click Add exclusion.

Track opens and clicks

The Email tracking card has two switches, Track opens and Track link clicks, both off until you turn them on. With them on, the client-facing email Florio sends carries an invisible open pixel and tracked links: replies people send from a record (as themselves or as the shared support address) and the automated service messages such as the acknowledgement, on-the-way and visit-summary notes. Staff alerts are never tracked, and neither are proposals, sign-offs or storefront mail, which keep their own tracking.

  • Opens and clicks show on the record’s activity feed and activity log as Opened ×2 · Clicked ×1; clicking the count opens the trail: when, from where, on which device, and which link. Automated fetches and hits from your registered office networks are listed but not counted, the same rule as proposal views.
  • Only email sent after a switch is on is tracked. Turning a switch off changes nothing about mail already sent; new mail simply goes out without the pixel or the tracked links.
  • The trail records the reader’s address and device. If that is more than your workspace wants to keep, leave the switches off.

Good to know

  • The Google Workspace setup panel holds the one-time connection steps and the exact access Florio requests, in case your IT admin wants to review them.
  • Excluding a contact stops future capture; what a teammate can see of captured mail still follows their role permissions.
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