Migrate Your Email Support

Converge Team

• Updated March 12, 2026

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

Migrating Email Support from Crisp

Crisp handles email through a forwarding-based system available from the Mini plan ($45/mo). You set up forwarding from your existing email provider (Gmail, Outlook 365, cPanel, etc.) to a unique Crisp inbox address. Migrating away means redirecting that forwarding to your new platform.

How Crisp Handles Email

Crisp gives each workspace a unique inbox address in the format [email protected]. You configure your email provider to forward incoming support emails (e.g., [email protected]) to this address. Emails then appear as conversations in Crisp's shared inbox. Crisp also supports segment-based routing: forwarding [email protected] to [email protected] automatically tags those emails with a "billing" segment for filtering and assignment. Additionally, Crisp offers a custom email domain feature that lets agents reply from addresses like [email protected] by configuring DNS records for a subdomain.

Step 1: Document Your Email Configuration

Go to Settings → Workspace Settings → Setup & Integrations in your Crisp dashboard and find the Email section. Note: which email addresses are forwarding to Crisp, whether you're using the segment-based routing (contact+segment@ pattern), whether you've configured a custom email domain (check DNS records), and any email-specific automation rules or routing you've set up.

Step 2: Update Forwarding Rules

This is the critical step. Go to your email provider's forwarding settings and replace the Crisp forwarding address with your new platform's inbound address. For Gmail/Google Workspace: Settings → Forwarding and POP/IMAP → change the forwarding address. For Outlook 365: Mail flow rules in the Exchange admin center. For cPanel: Email Forwarders section. If you configured a custom email domain with DNS records (MX, SPF, DKIM), you'll need to update those records to point to your new platform's mail servers.

Step 3: Disconnect Email from Crisp

After confirming forwarding works on your new platform, remove the email configuration from Crisp. Simply deleting the email integration from Crisp's settings is not enough — you must also remove the forwarding rule from your email provider. Otherwise, emails will continue routing to Crisp's now-inactive address and be lost.

Step 4: Recreate Email Templates

Crisp's Shortcuts (available on Mini+) serve as canned responses for email and chat replies. These can't be exported in bulk — copy each one manually and recreate them as Quick Replies or templates on your new platform. If you used email-specific automations (routing emails with certain segments to specific agents), document these rules for recreation.

Note: DNS changes for custom email domains can take up to 48 hours to propagate. Plan your email migration with this delay in mind — consider running both platforms in parallel during the transition window.