A popular feature of the ChurnZero application is the ability to synchronize email interactions between our customers and their contacts. This works when users provide access to ChurnZero so that we can act on your behalf to collect and store relevant email messages. The purpose of this document is to describe the different services available, the scopes we use when a user agrees to the consent form, and how we store the data we collect.
Available Services for Integration
We support both GMail and Microsoft Outlook 365 for email integration within ChurnZero. The processes for authorizing and synchronizing in messages is almost identical between the two services, the exception being the API's that are being called for each.
Benefits of Email Integration
ChurnZero provides an all-in-one platform for interacting with your customers to ensure they get the attention they need for onboarding, engagement and overall success in using your product. Email is an essential part of this process. As your Customer Success team communicates with your customers, each communication is recorded to give the complete picture to your team. ChurnZero links the email being synchronized in to the contacts within the system, giving your team a holistic view of each contact and account.
When authorizing ChurnZero to synchronize email data on your behalf you are agreeing to let ChurnZero read your email for the purpose of recording a communication between you and your customers. For this, ChurnZero asks for the following API Scopes:
Read all resources and their metadata-no write operations
View your email address
See your personal info, including any personal info you've made publicly available
More Information: https://developers.google.com/identity/protocols/googlescopes
Microsoft Outlook 365
Read user email
Read user and shared mail
Sign in and read user profile
Maintain access to data you have given it access to
More Information: https://docs.microsoft.com/en-us/graph/permissions-reference#mail-permissions
Sync Process & Data Storage
OAuth 2.0 is used for both Outlook 365 and Gmail. When users authorize their account within ChurnZero, both an OAuth Token and a Refresh Token are generated and stored. All tokens are encrypted with AES 256 bit encryption and stored in a database that is also encrypted at rest.
Once the the sync process begins, ChurnZero queries the appropriate API to retrieve the users email since the last sync date. For Microsoft Outlook 365, the user explicitly selects which folders are read, for Gmail, the user has the option to exclude any labels from the sync process. In both cases, any emails that are not in an included folder or label are ignored. Additionally, only email messages that match a contact's email in the ChurnZero system is collected and stored.
All email messages that are synchronized are stored in a database with the content compressed and encrypted at rest.
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