Migrate Your Email Support

Converge Team

• Updated March 12, 2026

How to migrate your email support workflows, templates, and history from CM.com without losing data.

Migrating Email Support from CM.com

CM.com's Mobile Service Cloud handles email through forwarding — you forward incoming emails to your Agent Inbox address (formatted as {your-account}@robinhq.com). Migrating email support means changing where you forward those emails and updating your DNS records.

How CM.com Handles Email

CM.com's email channel works by receiving forwarded mail at a @robinhq.com address. You set up forwarding in your email provider (Gmail, Microsoft 365, or your hosting panel) to send copies of incoming support emails to CM.com's server. Outgoing replies are sent from CM.com's infrastructure, using your custom domain if you've configured SPF, DKIM, and DMARC DNS records to authorize CM.com as a sender. The email channel is available on all plans (Basic, Advanced, and Pro).

Step 1: Document Your Email Configuration

Before switching, record all email addresses connected to your CM.com Agent Inbox. Check which forwarding rules are active in your email provider, and note any SPF/DKIM/DMARC records you added for CM.com/RobinHQ. Also document any email-specific triggers or routing rules in CM.com — for example, emails from certain addresses or with certain subjects being routed to specific teams or webstores.

Step 2: Update Forwarding Rules

In your email provider, change the forwarding destination from {account}@robinhq.com to your new platform's inbound email address. If you're moving to a platform that uses Mailgun inbound routing, you'll update MX records instead of forwarding rules. For Gmail-based setups, you may switch to a service account approach. Make the change during low-traffic hours — emails sent during the switchover may not reach either platform.

Step 3: Update DNS Records

Remove or update the SPF, DKIM, and DMARC records that authorize CM.com/RobinHQ to send email on behalf of your domain. Add the corresponding records for your new platform. If you skip this step, your outbound support emails from the new platform may land in spam folders. SPF changes propagate within minutes to hours; DKIM can take up to 48 hours.

Step 4: Recreate Email Templates

Copy the text of your CM.com quick replies and auto-messages that are used for email conversations. CM.com doesn't export these — you'll need to manually copy each one from the Agent Inbox settings. Pay attention to any dynamic variables used in templates, as the variable syntax will differ between platforms.

Note: If you were using CM.com's Email Gateway API for transactional emails (order confirmations, notifications), that's a separate service from the Agent Inbox email channel. Transactional email migration requires updating your application code to use a different email API provider.