Migrate Your Email Support

Converge Team

• Updated March 12, 2026

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

Migrating Email from Drift

Drift Email is a marketing-focused email tool designed for sales outreach and lead nurturing — not traditional customer support email routing. The migration path depends on whether you used Drift Email for outbound campaigns, inbound reply management, or both.

How Drift Email Works (It's Not Support Email)

Drift Email operates as an email bot and marketing system. It sends outbound email sequences, scans incoming replies, auto-categorizes responses (interested, not interested, out of office, etc.), and routes qualified replies to sales reps. It requires a subdomain setup (e.g., email.yourdomain.com) with DNS records pointing to Drift's email infrastructure. This is fundamentally different from a support email inbox where customers email [email protected] and agents reply.

Step 1: Audit Your Drift Email Setup

Check Settings > Drift Email for your connected subdomain, active email campaigns, and email bot configurations. Note your email signature templates, any custom email filters, and the reply routing rules. If you integrated Drift Email with your CRM (Salesforce, HubSpot), check what data was syncing — lead scores, email engagement metrics, and conversation logs may already exist in your CRM as backup copies.

Step 2: Update DNS Records

Remove or update DNS records that point your email subdomain to Drift's infrastructure. This includes TXT records for SPF/DKIM authentication and any CNAME records used for Drift Email tracking. If you're switching to a platform that uses Mailgun or similar email routing, add their DNS records. If you're connecting Gmail via service account integration, no DNS changes are needed for the email connection itself.

Step 3: Separate Marketing from Support

If you used Drift Email for both outbound marketing and inbound customer replies, you'll likely split these into separate tools after migrating. Move outbound email campaigns to a dedicated email marketing platform (Mailchimp, Loops, Customer.io). Route inbound customer support emails to your new messaging platform via forwarding rules or direct integration. This separation often improves both marketing deliverability and support response times.

Step 4: Recreate Email Templates

Copy the text content of your Drift email signature, auto-response templates, and any email bot skill responses. Recreate frequently used response templates as quick replies in your new support platform. Note that Drift's email variable syntax won't carry over — map variables like contact name, company, and lead stage to your new platform's equivalent placeholder format.

Important: If you were using Drift Email purely for sales outreach (not customer support), you may not need an email integration in your new support platform at all. Focus on connecting the channels your customers actually use to reach your support team.