Tools & Setup

Gmail & Email

Your Gmail account connects to several tools in the program. Here's what it's used for and how to handle customer emails.

Your Gmail Account

Your Oricle Gmail address is the hub that connects your work tools. It's used to log into and manage several services.

Connected Services

What your Gmail account is linked to

Slack: Your workspace login for team communication
Calendly: Where your scheduling availability and meeting links are managed
Google Meet: All consultations run through Meet, which is tied to your Gmail
Google Drive: SOPs, shared docs, and resources
Consultation Portal: Some portal features reference your email for tracking

Keep your Gmail account credentials secure. If you lose access, it affects all of the above.

Forwarding & Escalations

When to Forward an Email

Routing emails to the right team

You may occasionally need to forward emails for escalation or follow-up. Common scenarios:

Customer escalation: If a customer situation needs manager review, forward the relevant email thread to your team lead with context on what happened and what you need.
CS follow-up: If something falls outside the normal portal workflow, forward to the support inbox (Support@oriclehearing.com) with a brief summary.
Technical issues: If your Calendly, Meet, or portal isn't working, email your team lead with screenshots of the issue.

Handling Customer Emails

Do not reply to customers via email. Your role as a hearing specialist is to handle questions during scheduled video consultations only. All customer communication outside of meetings should go through CS.

Why Customers Email You

And what to do about it

Customers sometimes see your Gmail address in the Google Meet invite or Calendly confirmation and reach out directly. This can happen before or after a meeting.

If a customer emails you:

Forward the email to the support inbox (Support@oriclehearing.com).
If you want to reply to the customer, keep it brief: "As a hearing specialist, I handle questions during our video consultations. I've forwarded your message to our support team and they'll follow up with you directly."
Do not troubleshoot, discuss policy, share pricing, or make commitments via email.

This keeps all customer communication centralized and documented in the support system.

Don't give out your personal email. If a customer asks for a way to contact you, direct them to the support inbox or phone number (833-258-8167). Your Gmail is a work tool, not a customer communication channel.