📧 Trailbase Email Integration FAQ

How to understand Gmail sync, sending behavior, and best practices

💬 What does “Gmail 2-Way Sync” mean in Trailbase?

When you connect your Gmail account in Trailbase (via Settings → My Profile → Email Services → Connect Gmail), it creates a two-way connection between Trailbase and your Gmail inbox.

That means:

• Emails you send from Trailbase show up in your Gmail Sent folder

• Emails you receive in Gmail appear automatically in your Trailbase Conversations tab

• Replies stay in sync on both sides

So you can send and reply from either platform — and your messages will always stay connected.

🧭 Why are all our emails coming from one address (like wendy@bighornbookkeepingllc.com)?

If every email appears to come from one shared address, that means the business account (Wendy’s Gmail) is currently set as the main sending service for the entire Trailbase location.

Trailbase uses that global connection when individual users haven’t connected their own Gmail yet.

✅ Fix:
Each staff member should connect their own Gmail account under
My Profile → Email Services → Connect Gmail.

Once connected, Trailbase will automatically send emails from that user’s address instead of the shared one.

👩‍💼 Can each team member send from their own address?

Absolutely — and that’s the recommended setup.
Trailbase is designed so every team member can send directly from their own business email (for example, sarah@yourdomain.com, mike@yourdomain.com, etc.).

Each person just needs to connect their Gmail one time under My Profile.
After that, Trailbase will always send and sync messages under their own name and email address.

🔁 What exactly syncs between Gmail and Trailbase?

🧱 What if I use a different email service (not Gmail)?

Trailbase also supports custom SMTP connections.
If you’re using Outlook, Yahoo, or a custom mail server:

1. Go to My Profile → Email Services

2. Choose Custom SMTP

3. Enter your SMTP host, port, username, and password (or app password)

4. Save and test

🏕️ What’s best practice for Trailbase teams?

Recommended hybrid setup:

• Each staff member connects their own Gmail (for personal sending and syncing)

• The business keeps one shared email (like info@yourdomain.com) connected at the location level for automations, receipts, or campaigns

• Make sure your domain has SPF, DKIM, and DMARC records to prevent spam flags

This gives you personal communication and consistent brand-wide deliverability.

🚨 Why did my email show a warning like “suspicious sender”?

That can happen if your domain authentication isn’t set up correctly.
Make sure the following DNS records exist for your domain:

• ✅ SPF Record: Authorizes Trailbase or Google to send mail for your domain

• ✅ DKIM Record: Digitally signs messages

• ✅ DMARC Record: Tells mail servers what to do if authentication fails

If you’re not sure, Trailbase support or your domain manager (Pathfinder Creative) can verify these for you.

🧭 Summary: The Right Way to Set It Up

1. Each team member → Connect Gmail under My Profile

2. Admin → Keep a shared email (like info@...) connected for automations

3. Confirm SPF/DKIM/DMARC are configured on your domain

4. Test by sending a message — your name and email should appear correctly