Two-Way Gmail Sync connects an individual user's Gmail mailbox to Aesthetix CRM so that emails sent from either platform appear in both. It's a per-user, personal-mailbox integration — separate from your account's email sending infrastructure (LC Email, SMTP, or your sub-domain).
Important: We do not recommend enabling Two-Way Gmail Sync for most medical aesthetics practices.
This feature creates serious privacy, HIPAA, and internal-communications-leak risks that are difficult to undo once enabled. Read the Why We Don't Recommend This Feature section below before turning it on.
If your goal is simply to send emails to patients from inside the CRM, you don't need Two-Way Sync — you can already do that using your account's standard email sending.
When a user connects their personal Gmail account to Aesthetix CRM:
Outbound emails sent from the CRM to a contact appear in that user's Gmail Sent folder.
Inbound emails received in Gmail from a contact already saved in the CRM are pulled into the contact's Conversations tab.
Replies on either side stay in the same thread on both platforms going forward.
The sync is per-user, not per-account. Each user who wants their personal Gmail synced has to authorize their own connection.
What does NOT sync:
Past emails from before the integration was connected
Bulk email sends (these still go through your account's email provider)
Workflow / automation emails (these still send from your account-level provider)
For medical aesthetics practices, Two-Way Gmail Sync introduces several risks that often outweigh the convenience.
The platform attempts to filter out emails between internal users, but the filter only excludes contacts that are also set up as users in your CRM. Most practices have far more staff than CRM users — front desk staff, MAs, providers, marketing assistants, billing staff, and others may exist as contacts (added through imports, lead capture, vendor lists, or marketing) without being users.
In practice, this means:
An internal email from one staff member to another (where the recipient happens to be a contact for any reason) gets logged into the CRM under that contact's record.
A reply-all on an internal thread that loops in any contact's email address pulls the entire thread into that contact's Conversations tab.
HR, performance, payroll, or financial discussions that mention or include any contact email address can be exposed to anyone with access to that contact in the CRM.
Patient communications that contain PHI — symptoms, treatment outcomes, complaints, medical history, photos — sync into the contact record. Anyone in your CRM with access to that contact can read everything in the thread, including:
Internal staff emails CCed on the conversation
Attachments containing PHI (consents, treatment notes, photos)
Sensitive context that wasn't intended for broad internal access
If your role-based access controls aren't tightly configured, this can create real HIPAA exposure. Attorneys, vendors, or marketing freelancers with contact-level access could see clinical content they shouldn't.
Disconnecting Two-Way Sync stops new emails from syncing, but previously synced emails remain in the CRM permanently. If you turn it on, decide it was a mistake, and turn it off, you're left with whatever already came through. Removing that data after the fact requires manual cleanup.
When Two-Way Sync is on, individual emails sent from the CRM go through your personal Gmail account. Your Gmail's reputation, daily limits, and any deliverability issues now affect CRM-originated emails. Bulk sends still go through your account-level email provider, but the user experience splits between two pathways.
Gmail enforces a ~500-email-per-day limit. A user who sends a lot of one-on-one outreach can hit that ceiling and start seeing failures.
If a user is added to multiple accounts and connects the same Gmail to all of them, an inbound email from a contact will appear in all those accounts initially, but only retain in the account where the user replies. This can cause data inconsistencies for users who manage multiple practices.
In most cases, you can achieve the workflow you want without Two-Way Gmail Sync:
What you want | What to use instead |
Send patient emails from inside the CRM | Standard email sending — already built in, uses your account's email infrastructure |
Track only specific email threads | BCC Sync (covered below) — opt-in per email |
See all patient emails in one place | Encourage your team to send through the CRM rather than personal Gmail |
Capture leads from external sources | Use the email parser, lead capture forms, or direct integrations |
Have replies come back to the CRM | Set the user's reply-to address to a CRM-routed address |
For most med spa workflows, sending email from inside the CRM (without Two-Way Sync) gives you the centralization benefit without the leak risks.
If you've reviewed the risks above and decided Two-Way Gmail Sync is right for your situation, here's how to connect it.
Log in to your Aesthetix CRM account as the user whose Gmail you want to connect.
Click Settings in the left navigation.
Click the My Profile tab.
Scroll down to the Email (2-Way Sync) section.
Select Gmail and click Connect.
A Google login window will open. Sign in to the Gmail account you want to sync.
Grant all requested permissions. If you uncheck any of the boxes on the consent screen, the sync will fail with an "insufficient permission" error.
Click Allow.
About the Google permission screen: When you authorize the connection, the Google consent screen will display "LeadConnector" as the app requesting access. This is the underlying email service provider that powers our integration — it is expected and safe to allow.
After authorization, you should see your connected Gmail address listed under the Email (2-Way Sync) section. You can disconnect or change the connected address from this same screen at any time.
Once Two-Way Sync is active, the connection works in both directions:
Sync starts when one of these happens:
You send an email from the CRM to a contact (this initiates the sync for that thread).
An existing CRM contact emails your connected Gmail address directly.
Filter behavior:
Emails from contacts who are also Aesthetix CRM users in your account are excluded from sync. (See the section above on why this filter is incomplete in practice.)
Emails from non-user contacts are synced.
Multi-recipient threads:
If an email has multiple "to" recipients, the conversation is assigned to the first contact in the recipient list.
All subsequent replies stay attached to that same conversation thread.
CC/BCC behavior:
If a user is CC'd or BCC'd, the email is reflected on the contact's record. New contacts are not auto-created from CC/BCC addresses.
Forwarded emails:
An email forwarded from Gmail to an existing contact is treated as a sent email and synced to that contact.
Gmail caps at approximately 500 emails per day per account. This applies only to individual emails sent through Two-Way Sync.
Bulk emails sent from the CRM still go through your account's email provider — they are not affected by the 500/day limit.
Workflow / automation emails also send from your account's email provider, not through the user's Gmail.
If a user hits the Gmail daily limit, individual emails sent from the CRM through that user's Gmail will fail until the limit resets.
If you want some emails from your personal mailbox to show up in the CRM but don't want everything to sync automatically, you can use BCC Sync instead.
When you send an email from your regular Gmail, add your account's BCC sync address to the CC or BCC field. The email and its contact are then logged in the CRM. After that, future emails between you and that contact will sync automatically.
Pros over full Two-Way Sync:
Per-email opt-in — you control exactly what gets logged
Lower internal-leak risk
Doesn't require granting full mailbox access
Where to find your BCC sync address:
Your unique BCC sync address is available inside your account under Settings → My Profile → Email (2-Way Sync). Copy the address from that section and use it in the BCC field of any email you want to capture in the CRM.
Caveat: Gmail may show a "Delivery incomplete" warning when using BCC, because Gmail doesn't return a delivery receipt for BCC addresses. The message still posts to the CRM correctly.
To turn off Two-Way Gmail Sync:
Go to Settings → My Profile → Email (2-Way Sync).
Find your connected Gmail account.
Click Disconnect.
What happens after disconnection:
New emails will no longer sync between Gmail and the CRM.
Previously synced emails remain in the CRM and in Gmail. Disconnecting does not remove historical synced data from either system.
Any subsequent reply on an existing synced thread will not continue to sync.
To fully revoke the integration's access on Google's side:
Go to your Google Account → Security → Third-party apps with account access.
Find LeadConnector and remove its access.
If you see an "insufficient permission" error when sending email through Two-Way Sync, Google is blocking the connection because one or more required permissions are missing or have been revoked.
This usually happens for one of these reasons:
Password changed — Your Gmail password was changed after the integration was set up.
Access revoked — The LeadConnector app's access was removed from your Google account settings.
Incomplete permissions granted — During the original authorization, not all required permission boxes were checked on the Google consent screen.
Clear your browser cache and cookies.
Go to Settings → My Profile → Email (2-Way Sync).
Click Disconnect on your existing connection.
Click Connect to reconnect Gmail.
On the Google consent screen, check every permission box before clicking Allow.
If the error persists:
Go to your Google Account → Security → Third-party apps with account access.
Find and remove the LeadConnector app.
Return to Aesthetix CRM and reconnect Gmail through Settings → My Profile.
This forces a clean OAuth handshake and resolves stuck permission states.
Will my existing Gmail emails be imported into the CRM?
No. Only emails sent or received after the integration is connected will sync. Past emails are not pulled in.
Will all my Gmail contacts be added to the CRM?
No. Contacts are not bulk-imported. The sync attaches inbound emails to existing CRM contacts that match the sender's email address.
What happens if a contact emails me but they're already in multiple of my accounts?
The inbound email will initially appear in all accounts where the contact exists. Once you reply from one account, the conversation is retained only in that account; sync is broken for the other accounts' instances.
Does Two-Way Sync work with Google Workspace or only personal Gmail?
Both are supported. The setup process is identical.
Can I change which Gmail account is connected without losing my history?
Yes. Use the Update Email option in the Email (2-Way Sync) section. Past synced emails stay in the CRM. New outbound emails will sync with the new Gmail address. Replies on threads tied to the old address will stop syncing.
Will deleting an email in Gmail remove it from the CRM?
No. The two systems each keep their own copy. Deleting from one does not delete from the other.
Is Two-Way Sync covered under the BAA?
Email content synced through Two-Way Gmail Sync passes through Google's infrastructure. Your practice's BAA with Google Workspace (if you have one) governs that data on Google's side. The data inside Aesthetix CRM is covered by our BAA with you. We strongly recommend reviewing your access controls and the risks outlined earlier in this article before enabling, particularly if PHI may move through email.
