Twio's Gmail integration is the single most important piece of plumbing in the product. It's also the part most worth understanding, because broker email is where 80% of a client relationship lives.

This guide explains exactly what Twio asks for, what it does, and what it doesn't do.

#What Twio asks for

When you connect Gmail, Google's consent screen will list the OAuth scopes Twio requests. Today those are:

gmail.readonly — read messages and metadata
gmail.send — send messages, only when you click Send inside Twio
gmail.metadata (when push notifications are enabled) — receive real-time mailbox change notifications
userinfo.email, userinfo.profile — confirm the connected account

Twio doesn't request modify, labels, settings, or any administrative scope.

#What Twio does with the data

The connected mailbox is processed in three layers:

Persistence. Threads, messages, headers, and attachment metadata are written to your private workspace tables. Nothing is shared across tenants.
Classification. A lightweight model decides which threads are lender correspondence, customer correspondence, or noise. Only the first two are surfaced in your case workspace.
Retrieval. Customer-relevant threads are embedded into a vector index so the AI can recall context when you ask "what did Sarah say about the Westpac approval?"

All three layers run inside your tenant. Embedding vectors live in the same Vertex AI Search instance with strict tenant filters.

#What Twio doesn't do

Worth being explicit about:

Twio does not train AI models on your email content. Our contracts with Anthropic, OpenAI, and Google prohibit it on their side; we don't do it on ours.
Twio does not send mail automatically. Every outbound email requires you to click Send on a draft inside the product.
Twio does not read your inbox in real time on a background timer. Sync runs on Google's push notifications, plus a daily reconciliation job.
Twio staff don't read your mail. Engineering access is gated to security investigations and explicit support requests.

The full policy is in our Privacy Policy — the Gmail section is 5.

#Disconnecting

You can revoke Twio's access at any time. Two paths:

Inside Twio. Settings → Integrations → Disconnect Gmail. This stops further sync immediately.
From your Google account. myaccount.google.com/permissions → find Twio → Remove access.

Either path stops new sync. Email content already imported into your case workspace stays there (so your cases remain useful) unless you also delete the cases, which removes their underlying email records too.

#Troubleshooting

A few situations come up regularly:

"Gmail disconnected" banner appears in the product. Google has invalidated the refresh token — usually because you changed your Google password or revoked from the Google side. Reconnect from Settings → Integrations.
New emails aren't appearing in a case. Twio uses Google's push notifications, which can lag a few minutes. The daily reconciliation job catches anything missed. If a specific thread isn't showing up after 30 minutes, ping support and we'll trace it.
Sent items appear as "inbound" in a case. Twio identifies your direction by matching the From address against your connected account. If you send from an alias or Send Mail As address, those messages may show as inbound until we widen the match.

For anything else, the integration logs are available to support — just send the case ID.