One of the strongest trust plays in the platform is letting a customer send review requests from their real mailbox. When the recipient sees a familiar sender, open rates usually improve.
This guide is about the customer-side Gmail flow, not agency-side SMTP setup. The agency first enables the feature on the customer plan, then the customer connects their own Google account through the simplified wizard.
What you need first
#A Gmail or Google Workspace account
Steps and details · includes a table
- 2-Step Verification enabled on that Google account
- An App Password created for EmbedMyReviews
- The customer plan must have
Email Providerenabled
| Account type | Daily limit |
|---|---|
| Personal Gmail | Around 500 emails per day |
| Google Workspace | Higher limits possible depending on the Workspace tier (vendor-dependent) |
Account type · Daily limit
- Personal Gmail
- Around 500 emails per day
- Google Workspace
- Higher limits possible depending on the Workspace tier (vendor-dependent)
What the agency has to do first
#From the agency side, go to Business -> Billing & Revenue -> Custom Plans, edit the relevant customer plan, then open Features & Options -> Campaigns and enable Own Email Provider under Campaign Channels.
Steps and details
Without that plan setting, the customer will not see the email setup option in their own account.
Create the Gmail App Password
#Google does not allow normal account passwords for this kind of third-party SMTP connection. The customer needs an App Password instead.
Steps and details
- Open the Google Account security settings
- Turn on 2-Step Verification if it is not already enabled
- Open
App Passwords - Create a new App Password for EmbedMyReviews
- Copy the generated password immediately
What the customer setup flow looks like
#Inside their account, the customer sees a simplified email wizard built for non-technical business owners. They do not need to deal with hostnames, ports, or encryption settings.
Steps and details
The customer finds it at Manage -> Settings -> Email inside their own account.
- Choose Gmail from the two large email provider cards
- Enter the Gmail address and the App Password
- Verify the connection
- Send a test email
This is a customer-side screen. Because you are in your agency account, you can reach it two ways: go to Business -> Customers -> Manage Customers and click Open dashboard on the customer: you go into their dashboard with nothing locked, even features their plan hides, and a bar at the top shows whose dashboard you are in (handy for done-for-you setups or granting access beyond a plan); or choose View as customer on the same page to see their dashboard exactly as they see it, with their plan's limits. If your sidebar shows the Agency / Customer switcher, the Customer tab plus the location switcher is a shortcut to the same place.
What happens after setup
#Once Gmail is connected, customer-owned sending takes priority in the 3-tier email routing system. Review request emails are then sent from the customer's mailbox rather than the agency fallback sender.
Steps and details
- Recipients see the customer's real email address
- This usually improves trust and open rates
- Customer-owned Gmail sending does not consume the normal customer plan email credits
Common issues
#Using the normal Google password instead of the App Password
Steps and details
- 2-Step Verification not being enabled yet
- Hitting Gmail daily limits on busy days
- Using the same mailbox for too many unrelated sending jobs