Setup
How to install Rapport, grant it access to your Google Workspace, and give your team the tab.
Overview
Rapport captures email from your team's mailboxes and writes it into Salesforce as native email records, linked to the people and records they relate to. Nothing lands in Salesforce until two things are true: your Workspace admin has granted Rapport access, and each mailbox has been switched on.
Setup is four jobs, done once:
- Turn on Enhanced Email and check your Google Workspace edition.
- Grant Rapport access in the Google Admin console.
- Create the Rapport configuration record.
- Assign the permission sets.
Once that is done, everything else is ongoing work on the Rapport tab. See Administering Rapport.
Before you start
Enhanced Email must be enabled in Salesforce, under Setup > Email > Enhanced Email. Rapport writes to the standard Email Message object, and without Enhanced Email that object behaves as a child of Email-to-Case and demands a parent Case. Sync fails with an error naming a Case nobody asked for.
Rapport reads Google Workspace mailboxes. Personal Gmail accounts are not supported.
Granting access in Google
Rapport reads mail through a single Flourish-owned service account, authorized by your Workspace administrator. This is one action for your whole domain, not one per person.
Your Workspace admin grants Rapport's client ID read-only Gmail access in the Google Admin console, under Security > API Controls > Domain-wide delegation. Flourish provides the client ID and the exact scope to paste.
Two things worth knowing about this grant:
- No credentials are ever stored in Salesforce. A connected mailbox is recorded as an address and a sync position, and nothing more.
- The grant is technically domain-wide, but Rapport does not treat it that way. It never reads a mailbox that has not been switched on, which is enforced in the package rather than by policy.
The grant can take a few minutes to take effect, and occasionally up to a day.
The configuration record
Org-wide settings live in a custom metadata type called Flourish Rapport Settings, in Setup > Custom Metadata Types. Click Manage Records beside it and create a single record whose Record Name is global. The name is what Rapport looks the record up by, so it has to be exactly that, in lower case.
Create the record and leave it empty. Everything on it is edited from the Rapport tab afterwards, which is easier and checks your entries as you go. Without the record, the admin screens tell you no configuration record exists and nothing can be saved.
Who gets access
Rapport ships two permission sets. Assign them in Setup > Permission Sets.
| Permission set | Gives | Assign to |
|---|---|---|
| Flourish Rapport: User | The Rapport tab, the ability to connect a mailbox, and personal filters | Everyone whose email should be captured |
| Flourish Rapport: Admin | Everything above, plus the Administration screens | Whoever manages Rapport, and the integration user the sync service runs as |
Nobody without one of these can connect a mailbox, so this is the first gate on who is captured. It also decides who appears on the Users screen: the roster lists exactly the people holding a Rapport permission set.
Administrators need one more permission to save org settings. Saving from the Administration screens writes custom metadata, which requires Customize Application. Without it, an admin can read the settings but gets an error on save, and has to edit the global record directly in Setup instead. Most Salesforce administrators already have it through their profile.
The Rapport tab
Rapport ships its own tab, Flourish Rapport Hub. You do not build a page for it. Assigning a permission set makes the tab visible, so it appears for the people you have granted it to and nowhere else. Add it to an app's navigation if you want it more prominent.
The tab is where people connect their mailbox and manage their own filters, and where administrators do everything in Administering Rapport.
What happens next
Nothing syncs until a mailbox is switched on. Depending on how you set Provisioning mode, that is either each person connecting themselves or you activating them from the Users screen. Both are covered in Administering Rapport.
Once a mailbox is on, its first sync reaches back over recent history as well as keeping up with new mail. How far back is the Backfill horizon, and it is worth starting small and widening once you have seen a clean run.