Emails

The Emails page lists all email threads synced from Gmail. Each thread is linked to the corresponding account and contributes to email response time in health scoring.

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Email list

The table shows each thread’s subject, linked account, message count, last activity, and created date. A Gmail icon on each row opens the thread directly in Gmail. Threads with an active unreplied alert show a warning badge next to the subject.

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Filters

Columns are sortable by subject, last activity, and created date. Column visibility and order can be customized and persist across sessions.

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How threads sync

Gmail syncs run every 5 minutes. The first sync imports up to 500 recent threads. After that, Zudo uses incremental sync to pull only new activity. Messages are automatically matched to accounts based on contact email addresses.

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Unreplied thread alerts

Zudo checks for threads where the last message is from a customer and your team hasn’t replied within the configured threshold (default: 8 hours of business time). These generate alerts and email notifications so nothing slips through. The alert email goes to the account’s assigned CSM, falling back to the org’s fallback CSM and then the Gmail integration owner if neither is set.

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Daily and weekly summary digests

Zudo sends per-recipient daily and weekly summary emails that roll up alerts, requests, tasks, meetings, and email volume. Content is scoped to your CSM accounts if you’re a CSM on at least one account; otherwise you get the org-wide view. Each digest can be turned off org-wide by an admin or per-user from your Profile page.

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Email forwarding

You can also log emails manually by forwarding or BCC’ing to your unique forwarding address (found on your Profile page). Forwarded emails are matched to accounts automatically.