Do customer-owned Gmail sends use the normal customer plan email credits?

No. Customer-owned Gmail sending is the main email exception where invite emails do not consume the normal customer plan email credits.

Can the same Gmail account be used for both agency sending and customer sending?

Technically yes, but it is usually a bad idea because the daily sending limit is shared across all uses of that mailbox.

What if the customer changes their Google password?

If they are using an App Password, a normal password change does not automatically break the connection. But if they revoke App Passwords or disable 2-Step Verification, they will need a new App Password.

Setting Up Gmail for Customers | EmbedMyReviews Documentation

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
2-Step Verification enabled on that Google account
An App Password created for EmbedMyReviews
The customer plan must have `Email Provider` enabled

Account type	Daily limit
Personal Gmail	500 emails per day
Google Workspace	2,000 emails per day

What the agency has to do first

From the agency side, go to `Business -> Billing & Revenue -> Plans`, edit the relevant customer plan, and enable `Email Provider` in the campaign settings.

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.

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.

Choose Gmail from the two large email provider cards
Enter the Gmail address and the App Password
Verify the connection
Send a test email

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.

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