Gmail Two-Way Sync connects your personal Gmail inbox to Aesthetix CRM so that emails sent from either platform appear in both. It is a per-user, personal-mailbox integration — separate from your account's standard email sending infrastructure (your account's email provider, SMTP, or sending domain).
We do not recommend enabling Gmail Two-Way Sync for most medical aesthetics practices. This feature introduces serious privacy, HIPAA, and internal communications risks that are difficult to reverse once enabled. Read the next section carefully before turning it on. If your goal is simply to send emails to patients from inside the CRM, you don't need this feature — standard email sending is already built in.
For medical aesthetics practices, the risks of Two-Way Sync often outweigh the convenience.
Internal communications can leak into patient records The platform attempts to filter out emails between internal staff, but the filter only excludes contacts who are also set up as CRM users. Most practices have far more staff than CRM users — front desk staff, providers, MAs, billing staff, and others may exist as contacts (from imports, lead capture, or vendor lists) without being users. In practice this means:
An internal email from one staff member to another, where the recipient happens to be saved as 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's email address can be exposed to anyone with access to that contact in the CRM.
PHI can become broadly accessible inside the CRM Patient emails containing PHI — treatment details, symptoms, photos, attachments, complaints — sync into contact records. Anyone in your account with access to that contact can read everything in the thread. If role-based access controls aren't tightly configured, this can include marketing freelancers, vendors, or other staff who shouldn't see clinical content.
Synced data persists after disconnection Turning off Two-Way Sync stops new emails from syncing, but everything that already came through stays in the CRM permanently. Disconnecting does not remove historical synced data from either system. Cleaning it up after the fact requires manual effort.
Deliverability becomes tied to a personal mailbox When Two-Way Sync is active, individual emails sent from the CRM go through your personal Gmail account — not your account's email provider. This means your Gmail's sending reputation, daily limits, and any deliverability issues affect those CRM-originated emails. Bulk emails and workflow emails still send through your account-level provider, but the experience splits across two pathways, which can cause confusion about why some emails behave differently than others.
Daily limits can disrupt workflows Gmail enforces a limit of approximately 500 emails per day through the sync. A user who sends a high volume of one-on-one outreach can hit this ceiling and start seeing send failures with no clear error shown to the recipient.
Cross-account behavior can create data inconsistencies If a user is added to multiple accounts and connects the same Gmail to all of them, an inbound email from a contact will initially appear in all of those accounts. Once the user replies from one account, the conversation is retained only in that account and sync is broken for the others. This can create confusing data inconsistencies for anyone managing multiple practice locations.
In most cases you can achieve the workflow you want without Two-Way 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 — opt in per email (covered below) |
See all patient emails in one place | Encourage your team to send from inside the CRM rather than personal Gmail |
Capture leads from external email sources | Email parser, lead capture forms, or direct integrations |
Have replies come back to the CRM | Send the original email from inside the CRM, or set your reply-to address to a CRM-routed address |
If you've reviewed the risks above and decided Two-Way Sync is right for your situation, here's how to set it up.
Note: Each user connects their own Gmail individually. There is no way for an admin to enable it on behalf of another user.
Step 1: Open your profile settings
Log in to Aesthetix CRM as the user whose Gmail you want to connect.
Go to Settings → My Profile.
Step 2: Connect Gmail
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 boxes on the consent screen, the sync will fail with an "insufficient permission" error.
Click Allow.
The Google consent screen will show "LeadConnector" as the app requesting access. This is the underlying service that powers the integration — it is expected and safe to allow.
Step 3: Confirm the connection After authorization, your connected Gmail address will appear under the Email (2-Way Sync) section. You can disconnect or update it from this same screen at any time.
Once connected, the sync works in both directions.
What triggers the sync:
You send an email to a contact from inside Aesthetix CRM
An existing CRM contact sends an email directly to your connected Gmail address
Once a thread is established, all replies on either side stay in sync automatically.
What does NOT sync:
Emails sent before the connection was established — the sync is not retroactive
Bulk email sends — these go through your account's email provider, not Gmail
Workflow and automation emails — these also send through your account-level provider
Emails to or from contacts who are also CRM users in your account
Multiple people in the "To" field The conversation is assigned to the first contact listed in the To field — it does not split across multiple contact records. All subsequent replies stay attached to that same thread. If your account has duplicate contacts enabled, the thread goes to the first created contact matching that email address, not necessarily the first one listed.
If you want a thread logged under a specific contact, make sure that person is listed first in the To field when composing.
CC and BCC recipients If a contact is CC'd or BCC'd, that information is reflected on their contact record in the CRM. No new contacts are created for CC or BCC addresses that don't already exist in the system.
Forwarded emails An email forwarded from Gmail to an existing contact is treated as a sent email and synced to that contact's record.
Note: Only a contact's primary email address triggers the sync. Alternate emails saved on the same contact record won't.
If you want specific emails from Gmail to appear in the CRM without syncing your entire inbox automatically, BCC Sync is a better fit.
When composing an email in Gmail, add your unique BCC sync address to the CC or BCC field. That email and its contact are logged in the CRM, and future emails between you and that contact will sync automatically going forward.
Why this is often a better choice:
You control exactly what gets logged, on a per-email basis
Significantly lower risk of internal communications leaking into contact records
Does not require granting full mailbox access to the integration
Where to find your BCC sync address: Go to Settings → My Profile → Email (2-Way Sync) and copy the address listed there.
Gmail caps synced individual emails at approximately 500 per day per user. If a user hits this limit, individual emails sent through the sync will fail until the limit resets the following day.
Bulk emails and workflow emails are not affected — they send through your account's email provider and have no connection to the Gmail daily cap.
Attachments are capped at 25 MB per email, a Gmail-imposed limit.
Go to Settings → My Profile → Email (2-Way Sync).
Find your connected Gmail account and click Disconnect.
What happens after disconnecting:
New emails will no longer sync between Gmail and the CRM.
Previously synced emails remain in the CRM and in Gmail permanently — disconnecting does not remove them from either system.
Replies on existing synced threads will not continue to sync.
To fully revoke the integration's access on Google's side, go to Google Account → Security → Third-party apps with account access, find LeadConnector, and remove its access.
If replies aren't appearing in the CRM, work through the following:
Was the thread started from the CRM? The sync is most reliable when the first email in the thread was sent from Aesthetix CRM. If you started the thread directly from Gmail, use BCC Sync going forward to ensure replies are captured.
Is the contact saved in the CRM? Replies only sync if the sender exists as a contact. Add them to the CRM first — future emails from them will then sync automatically.
Is the contact also a CRM user? Emails from people set up as users in your CRM account will not sync, regardless of whether they're also saved as a contact.
Is your Gmail connection still active? Go to Settings → My Profile → Email (2-Way Sync) and confirm Gmail shows as connected. If there's a warning or error, disconnect and reconnect to refresh the connection.
Did your Gmail password or account credentials change recently? Any credential change breaks the sync silently. Reconnecting will resolve it.
If you've checked everything above and replies are still missing, contact support with the contact name and the date and time of the email that didn't sync so the team can investigate.
This error means Google is blocking the connection because required permissions are missing or were revoked. Common causes are a password change, manually removing LeadConnector's access from your Google account, or unchecking permission boxes during the original setup.
Step 1: Reconnect
Clear your browser cache and cookies.
Go to Settings → My Profile → Email (2-Way Sync).
Click Disconnect, then Connect to start fresh.
On the Google consent screen, check every permission box before clicking Allow.
Step 2: Force a clean reconnection (if Step 1 doesn't resolve it)
Go to Google Account → Security → Third-party apps with account access.
Find and remove LeadConnector.
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? No. Only emails sent or received after the connection is established will sync. Past emails are not pulled in.
Will my Gmail contacts be added to the CRM? No. Contacts are not bulk-imported. The sync only attaches inbound emails to existing CRM contacts that match the sender's email address.
Does this work with Google Workspace or only personal Gmail? Both are supported. The setup process is identical.
Can I change which Gmail account is connected? Yes. Use the Update Email option in the Email (2-Way Sync) section. Past synced emails stay in the CRM. New emails will sync with the updated address. Replies on threads tied to the old address will stop syncing.
What happens if a contact emails me and they exist 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 and sync is broken for the others.
Will deleting an email in Gmail remove it from the CRM? No. Both systems keep their own copy. Deleting from one does not affect 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. Data inside Aesthetix CRM is covered by our BAA with you. We strongly recommend reviewing your access controls and the risks outlined in this article before enabling, particularly if PHI may move through email.
