Connect Gmail or Microsoft 365 over OAuth and Wachat threads every inbound email into the shared inbox alongside WhatsApp, IG and web chat. Assignments, SLAs, per-team signatures and CRM context arrive instantly. Existing labels and rules are preserved.
Most modern support tools treat email like a fading channel — but for B2B SaaS, banking, healthcare and any business with invoices, email is still where 40-70% of post-purchase conversations live. The problem is that "support@" or "billing@" are usually shared Gmail or Outlook accounts where five people log in simultaneously, accidentally archive each other's threads, send replies from the wrong signature, and miss SLAs because nobody knows whose turn it is. The CC and BCC spaghetti gets worse the moment a customer loops in their finance team or their legal counsel.
Classic helpdesks like Zendesk and Freshdesk solve this, but at the cost of fragmenting your conversation graph. The same customer who emails support@ also DMs you on Instagram and chats on the website — and in a Zendesk world, those are three separate tickets with three separate IDs, none of which know about each other.
Wachat's email inbox is built so that an email from raj@example.com lands next to his WhatsApp thread, his Instagram DMs and his web chats. One contact, one history, one assignee. The email itself keeps every header, attachment, threading ID and inline image — Gmail or Outlook continues to work as the underlying transport, but your team works inside the Wachat shared inbox.
Wachat connects to Gmail via Google Workspace OAuth and to Microsoft 365 via Microsoft Graph OAuth, both with the minimum permissions required to read inbox, send mail, and apply labels. Connection takes under 90 seconds and supports both individual addresses (raj@yourdomain.com) and group addresses (support@yourdomain.com). The original mailbox remains the source of truth — every email you send through Wachat lands in the Gmail/Outlook Sent folder with the right headers, so it shows up correctly even when the customer replies from their phone's native mail client.
Threading is built on RFC 2822 Message-ID and In-Reply-To headers rather than subject-line matching, which means conversations stay correctly grouped even when a customer changes the subject or starts a new email referencing the old one. Attachments up to 25 MB (Gmail) or 35 MB (Microsoft) are streamed inline; larger files are auto-uploaded to SabNode's storage with a signed download link. HTML formatting, inline images and forwarded attachments are preserved exactly as the customer sent them.
Per-team and per-address signatures handle the operational reality: your sales team signs "Priya, Inside Sales" with calendar booking link, while your support team signs "Wachat Support" with help-centre link. Reply-to addresses route correctly — a customer who emails support@ gets a reply from support@, even if the actual agent is replying from her personal account. Out-of-office, vacation responders and per-domain auto-archivers are configurable inside Wachat without touching Gmail or Outlook settings.
Bidirectional sync means Gmail labels and Outlook folders are mirrored as Wachat labels, and label changes flow both ways. Mark a thread "Resolved" in Wachat and it gets the matching Gmail label; archive it in Gmail and it disappears from the Wachat queue. Existing Gmail filters keep working, so the routing rules your team has built up over years are not thrown away.
Connect Google Workspace mailboxes via OAuth 2.0 with offline scope, or Microsoft 365 via Microsoft Graph. No IMAP credentials, no app passwords. Re-auth happens silently on token refresh; admins see a connection-health indicator per address.
Threading uses Message-ID and In-Reply-To headers, not subject matching. Forwarded emails, replies from mobile mail clients and subject-line changes all collapse correctly into one conversation, preserving the full audit trail.
Configure signatures per team, per address or per agent with rich HTML — logo, calendar link, help-centre URL, legal disclaimer. Wachat picks the right one automatically based on the team handling the conversation and the reply-to address.
Inline attachments up to 25 MB (Gmail) or 35 MB (Microsoft) ride the native mail transport. Larger files are uploaded to SabFiles, replaced with a signed download link that expires after 30 days, and tracked for who opened the file.
Gmail labels and Outlook folders mirror as Wachat labels. Apply, remove or rename in either system and changes propagate within 60 seconds. Existing Gmail filter rules keep firing — Wachat does not break what you have already built.
CC and BCC are visible in the inbox composer with autocomplete from the CRM. Forwarded threads preserve the full quoted history but render only the new content above the fold, so agents see what matters first.
Outbound mail uses your domain via DKIM signing, so deliverability matches your existing setup. Inbound mail is parsed for SPF/DKIM/DMARC results and flagged when failures suggest phishing — useful for finance and HR inboxes.
A vertical SaaS routes billing@ emails to a finance team queue with a 4-hour SLA. CC'd AEs see the thread in their inbox but cannot reply. Invoice attachments are auto-attached to the customer's CRM record, and refund requests trigger a Razorpay refund flow with one click — no swivel-chair to Stripe.
A diagnostics lab sends test reports as encrypted PDF attachments from reports@. Wachat threads the patient's "where is my report" follow-up email into the same conversation as the original booking on WhatsApp, so the same agent sees full context — no medical history shared across threads.
An IT staffing firm uses careers@ as a real inbox. Resumes attached to inbound emails are auto-uploaded to SabFiles, parsed for skills, and a candidate record is created in the CRM. Recruiters reply from a per-role signature ("Sneha, Senior Recruiter, Java Practice") with a Calendly link.
A premium furniture retailer threads inbound emails with the order ID into the WhatsApp conversation that originally placed the order. The agent sees the email, the chat, the order line items and the courier ETA in one view, cutting handle time on delivery escalations from 11 minutes to 3.
A lending startup uses kyc@ to collect PAN, Aadhaar and bank statements. Wachat auto-detects MIME types, redacts attachments for non-KYC team members, and flags anything that fails OCR validation. The KYC officer signs off inside the email thread, and the CRM status flips automatically.
Email Inbox is included on every SabNode workspace. No separate billing, no extra setup — flip it on from your workspace settings.
Click "Connect Gmail" or "Connect Outlook", complete the OAuth consent screen, and the mailbox starts syncing within 30 seconds. Historical sync (last 90 days by default) runs in the background.
Set per-team or per-address signatures using the rich-HTML editor. Drop in your logo, calendar link, support URL and legal disclaimer. Preview against light and dark themes before saving.
Mirror Gmail labels or Outlook folders as Wachat labels. Build routing rules — for example, emails to billing@ with the word "refund" go to a finance senior with a 2-hour SLA.
Define first-response SLAs per address and per label. Configure out-of-office, vacation responders and weekend auto-replies. Wachat respects business hours and holiday calendars per team.
Feed Wachat's AI layer your last 5,000 resolved threads. It learns your tone, common answers and escalation patterns, then suggests replies inline for the agent to accept, edit or discard.
No credit card. No sales call required. Spin up a workspace, plug in a number, and your team is live in under an hour.