A user completes a flow and should receive a confirmation. A customer submits a request and expects a follow-up. Right now someone on your team manually sends that email. Half the time it goes out late. Sometimes it does not go out at all.

Connecting Gmail as an action means your agent sends that email automatically, at exactly the right moment in the conversation. The user gets their confirmation instantly. Your team does not have to remember to do it.

In this article, you'll learn:

• What your agent can do with Gmail as an action
• How to connect Gmail
• How to configure the action trigger and response

What Your Agent Can Do

Once connected, your agent can use Gmail to:

• Send a message or notification to a user or channel based on what happens in the conversation
• Deliver a conversation summary after a chat ends
• Alert your team when a specific trigger is met (e.g., a high-priority issue is raised)

Note: Connecting Gmail as an action is different from using Gmail as a knowledge source. This article covers using Gmail to send messages. To use Gmail as a source of knowledge, see Connecting Gmail as a Knowledge Source.

How to Connect Gmail

1. Go to the Actions tab.
2. Click + Create Action.
3. In the Create an Action modal, find Gmail under the Integrations section.
4. Click Gmail.
5. Log in to your Gmail account when prompted and authorize Outlearn.
6. Once connected, configure the action:
   • Trigger: Write instructions for when this action should run.
   • Response Handling: Choose how the agent communicates the result to the user.
   • Settings: Name the action, choose which channels it runs on (Chat, Email, or both), and set a trigger limitation if needed.
7. Click Create Action.

Writing a Good Trigger

Your trigger tells the agent when to send a Gmail message. Be specific about the situation:

"Use when the conversation ends and the user's issue has been resolved - send them a summary of the conversation."

"Use when the user reports a critical or urgent issue - send an alert to the support team channel."

For more guidance on writing effective triggers, see How Actions Are Triggered During a Conversation.

Best Practices

• Set a Trigger Limitation of 1 per session for actions that send messages - you don't want the same message sent multiple times in one conversation.
• Test the action using the Preview panel before going live to confirm messages are sent correctly.
• Use descriptive Action Names (e.g., "Send conversation summary via Gmail") so your team can easily identify actions in the dashboard.