Migrate Your Email Support

Converge Team

• Updated March 12, 2026

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

Migrating Email Support from Freshchat

Freshchat includes email as a built-in channel on all plans, including the Free tier. Email conversations appear in the same unified inbox as chat and messaging channels.

How Freshchat Handles Email

Freshchat's email channel works through email forwarding. You configure your support email address (e.g., [email protected]) to forward incoming messages to a Freshchat-provided email address. Replies sent from Freshchat go back through Freshworks' email infrastructure. If you also use Freshdesk, email may be routed through Freshdesk's ticketing system instead, which has its own forwarding and SMTP configuration.

Before You Switch: Document Your Setup

Note your current email forwarding rules, any custom SMTP settings, auto-response templates, and routing rules that apply to email conversations. Check if you have email-specific SLA policies or assignment groups configured in Freshchat that you'll want to recreate.

Email Options in Converge

Converge offers two email integration methods: Gmail (via Google service account with domain-wide delegation) and custom domain email (via Mailgun inbound routing). Gmail integration requires no DNS changes — just service account configuration. Custom domain email requires updating MX records to route through Mailgun.

Migration Steps

1. Remove the email forwarding rule that sends mail to Freshchat. 2. Set up email in Converge using either Gmail or Mailgun. 3. Update your DNS records if using custom domain email. 4. Recreate your email templates as Quick Replies in Converge, using reply variables for personalization. 5. Test by sending a test email to your support address and confirming it arrives in Converge.

Handling the Transition

Email forwarding changes propagate quickly (usually within minutes). However, you may want to keep Freshchat active for a day or two after switching to catch any delayed emails that were already in transit. Resolve open email conversations in Freshchat before or shortly after the switch.