How do I connect my email if my brokerage requires administrator approval?

Learn why your brokerage may need to approve your email connection and how to request that approval quickly.

Important: This feature is only available on desktop. It is not accessible through the Luxury Presence Mobile App.

Overview

Many brokerages manage company email through Google Workspace or Microsoft 365 and require an administrator to review and approve third-party applications, like the AI CRM, before they can connect to an employee's email account. If you tried to connect your email and received a message saying administrator approval is required, this is a normal security setting on your brokerage's side — not an issue with your account.

Once your brokerage approves the connection, your email can sync with the AI CRM so it has real contact and conversation history to work from. This allows Smart Actions to start surfacing the right follow-up opportunities based on your actual client relationships. For more on how that works, see How do Smart Actions work?

Why this matters

• Accurate CRM data — Syncing your email keeps your contacts and conversation history up to date automatically.
• Smarter follow-ups — Once connected, Smart Actions can surface timely follow-up opportunities based on your real email conversations.
• A one-time step — Brokerage approval is usually granted once; after that, most email connections complete successfully right away.

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How to request brokerage approval to connect your email

1. Identify who to contact. Start with the person or team at your brokerage responsible for managing email and technology systems. This is typically IT support or the help desk, an office administrator, an operations manager, the compliance team, or your managing broker. If you're not sure who to reach, ask whoever helped set up your company email account — they can usually approve the request or point you to the right person.

2. Send an approval request. Copy the template below, customize it with your details, and send it to your contact.

   Subject: Request to approve Luxury Presence email connection
   
   Hi {Name},
   
   I'm currently setting up my CRM and would like to connect my work email account ({your email address}).
   
   When I attempted to connect my email, I received a message indicating administrator approval is required before the connection can be completed.
   
   Could you please review and approve the Luxury Presence email connection?
   
   A few helpful details:
   - The connection is used to sync contacts and conversation history within my CRM.
   - I continue to review and approve all emails before they are sent.
   - I sign in through our existing {Google Workspace OR Microsoft 365} account, and Luxury Presence does not receive my password.
   - The connection is powered through a service called Nylas, which may appear under that name in your admin console.
   
   If additional technical or security information is needed, please let me know, and the Luxury Presence team would be happy to assist.
   
   Thank you for your help.
   
   {Your name}

3. Wait for approval, then reconnect your email. Once your brokerage approves the connection, return to your email connection settings and attempt the connection again. In most cases, it will complete successfully right away. For the full steps on connecting your email, see How to connect your email to AI CRM.

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FAQs

Why do I need my brokerage's approval to connect my email?

You need your brokerage's approval because your brokerage's IT or security policy requires an administrator to review third-party applications before they can connect to company email accounts. This is a setting controlled by your brokerage, not by Luxury Presence.

Who should I contact at my brokerage for approval?

You should contact whoever manages your brokerage's email and technology systems — commonly IT support, an office administrator, an operations manager, the compliance team, or your managing broker. If you're unsure, reach out to the person who originally set up your company email account.

What should I include in my approval request?

Your approval request should explain that you're connecting your email to sync contacts and conversation history, that you still review and approve all outgoing emails yourself, that you sign in with your existing Google Workspace or Microsoft 365 credentials, and that the connection is powered by a service called Nylas, which may appear by that name in the admin console. A ready-to-use template is included above.

Does Luxury Presence receive my email password?

No, Luxury Presence does not receive or store your email password. You sign in through your existing Google Workspace or Microsoft 365 account, and the connection is authorized through that provider directly.

What happens after my brokerage approves the connection?

After your brokerage approves the connection, you can return to your email connection settings and try connecting your email again. In most cases, the connection completes successfully right away. See How to connect your email to AI CRM for the full steps.

What if I still can't connect my email after my brokerage approves it?

If you're still unable to connect your email after receiving approval, our support team can help troubleshoot the issue. You can reach us through:

• Live chat via the Presence® Platform (fastest)
• Email: support@luxurypresence.com (general) / billing@luxurypresence.com (billing)
• Phone: 310-955-1077, option 2