Connector roadmap follows the V2 trust architecture.

Integrations that make support evidence-backed

Inbox starts with Gmail and Shopify because they close the highest-value commerce support loop: customer message, order evidence, approved reply, audit proof. Every future connector must preserve that control model.

Public v1

The launch loop is intentionally narrow

The first reliable loop is not a giant connector wall. It is the minimum set needed to answer commerce support with proof.

  • Gmail

    Email channel

    Live

    Inbound support email is ingested into Inbox, and approved replies send back through the original Gmail thread.

    Threaded support conversationsApproved reply sendingOAuth reauth visibility

  • Shopify

    Commerce system

    Live

    Order, fulfillment, tracking, and customer facts ground Customer 360 and AI evidence before a reply is approved.

    Order contextFulfillment evidenceRead-only early trust posture

    • Setup

    Connect with guided OAuth, then watch health states

    Gmail and Shopify use guided OAuth. The V2 architecture keeps provider data normalized into channel accounts, contacts, conversations, and messages instead of letting one provider shape the product.

    See the full workflow
    app.inbox · Real product - the connections screen
    The Inbox connections screen showing Shopify and Gmail connect cards
    Real product - the connections screen

    Roadmap

    What comes next, and why it waits

    Every new connector must define scopes, webhooks, rate limits, health checks, degradation behavior, and uninstall cleanup before it becomes product surface.

    Live now

    Launch support loop

    The current public product focuses on the highest-value commerce support loop: customer email in, Shopify evidence attached, human-approved reply out.

    • Gmail

      Email channel

      Live

      Inbound support email is ingested into Inbox, and approved replies send back through the original Gmail thread.

      Threaded support conversationsApproved reply sendingOAuth reauth visibility

    • Shopify

      Commerce system

      Live

      Order, fulfillment, tracking, and customer facts ground Customer 360 and AI evidence before a reply is approved.

      Order contextFulfillment evidenceRead-only early trust posture

    Email expansion

    Provider-neutral inbox

    V2 normalizes messages into channel accounts, conversations, and messages so future email providers do not become Gmail-shaped product logic.

    • Zoho Mail

      Email channel

      Beta

      Approved send support exists in beta; inbound parity remains gated until the provider-neutral sync path is proven.

      Approved Zoho sendsProvider-neutral send testingInbound parity work

    • Outlook / Microsoft 365

      Email channel

      Planned

      Planned after the V2 conversation foundation and Gmail dual-write/backfill checks are stable.

      Microsoft-hosted inboxesEnterprise email coverageReauth health alerts

    • IMAP completion

      Email channel

      Designing

      A lower-priority adapter for teams that need generic mailbox coverage after first-party providers are solid.

      Generic mailbox ingestFallback email coverageScoped capability checks

    Commerce evidence

    Shipping, returns, CRM, and warehouse context

    These connectors deepen investigation quality. They should start read-only and become action-capable only behind approval gates.

    • Shipping / tracking

      Operations evidence

      Planned

      AfterShip, EasyPost, Shiprocket, or carrier APIs can validate delays, exceptions, RTO/COD, and courier issue trends.

      Delivery evidenceCourier analyticsUnavailable-status fallback

    • Returns tools

      Post-purchase

      Planned

      Loop, Return Prime, or similar systems can provide eligibility evidence before a human approves a return or replacement.

      Return eligibilityReplacement evidencePolicy exception routing

    • CRM

      Customer context

      Planned

      HubSpot, Zoho CRM, or Salesforce can add VIP status, account owner, and sales notes without overriding Shopify order facts.

      VIP routingCustomer notesAccount-owner context

    • ERP / warehouse

      Fulfillment operations

      Planned

      NetSuite, Odoo, WMS, or custom ERP connections can support inventory and warehouse issue investigations.

      Inventory evidenceWarehouse issue validationReplacement feasibility

    Future channels

    WhatsApp and non-email support

    WhatsApp, website chat, SMS, social, and voice should only use the V2 channel-neutral model, not Gmail-specific tables.

    • WhatsApp Business

      Messaging channel

      Planned

      Requires webhook verification, media handling, template constraints, phone identity mapping, and 24-hour window awareness.

      Phone identity mappingTemplate-safe repliesMedia evidence handling

    • Website chat

      Messaging channel

      Designing

      A future inbound channel for commerce sites once conversation routing, identity resolution, and audit events are generalized.

      On-site support intakeConversation continuityVisitor-to-customer matching

    • SMS, social, voice

      Later channels

      Planned

      Planned after the core V2 inbox, case, workflow, and audit architecture proves reliable at smaller channel scope.

      Broader channel reachUnified support historyChannel-specific safety rules

    Connector contract

    A connector is not done when OAuth works

    The V2 integration contract exists so AI never invents stale facts, sends through broken channels, or hides provider failures from operators.

    • Least-privilege OAuth or credential flow
    • Webhook verification and idempotent ingest
    • Provider IDs scoped by tenant and channel account
    • Rate limits, retries, and degradation behavior
    • Health states visible to admins and AI context builder
    • Uninstall cleanup and token revocation path

    Health model

    Connector health must be visible to admins and AI

    When a provider is stale, rate-limited, or disconnected, Inbox should degrade visibly: route to review, mark evidence unavailable, and never invent order or delivery facts.

    connected

    Ready

    Connector is healthy and can contribute evidence.

    degraded

    Limited

    Inbox keeps working but marks stale or partial context.

    reauth_required

    Needs action

    Admins see the reauth path before sync silently fails.

    rate_limited

    Backoff

    Provider limits trigger retries and visible status.

    webhook_failing

    Webhook issue

    Inbound event delivery needs investigation.

    sync_failed

    Sync failed

    Last sync error is surfaced to operators.

    disabled

    Disabled

    Connector is intentionally unavailable for routing.

    No silent failures

    Disconnected or stale providers show as product state, not hidden console noise.

    Evidence before action

    AI can draft from available evidence, but risky business actions stay approval-gated.

    Normalized data

    Provider data maps into V2 contacts, conversations, messages, cases, and evidence.

    Need a connection that is not here yet? Tell us what you use and include the workflow it should unlock. Roadmap priority follows real customer demand and engineering safety gates.

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    Inbox drafts with Shopify context, knowledge proof, preflight checks, and approval routing before anything reaches a customer.

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    No credit card requiredGmail + Shopify guided setupHuman approval gatesGrounded audit proofFlat price, no per-resolution fees