Migrate Your Email Support

Converge Team

• Updated March 12, 2026

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

Migrating Email Support from Front

Front handles email through a forwarding-based system: you forward incoming mail from your support address (e.g., [email protected]) to a Front-generated forwarding address. For outbound email, Front either uses its own mail servers or your custom SMTP configuration. This forwarding setup makes migration straightforward — you redirect the forwarding rule to your new platform.

How Front Handles Email

Front creates an inbox from forwarded emails. When you set up an email channel, Front generates a unique forwarding address (e.g., [email protected]), and you configure your email provider (Gmail, Office 365, etc.) to forward incoming messages to that address. For outbound messages, Front can send via its own servers (requiring SPF/DKIM DNS records) or via your custom SMTP server. Each email address can be routed to a different shared or individual inbox.

Step 1: Document Your Email Configuration

Before switching, go to your workspace settings and click Channels. List every email channel you've connected — note the email addresses, which inbox each routes to, and whether you're using Front's default sending or custom SMTP. If you set up SPF/DKIM DNS records for Front (typically TXT records referencing frontapp.com), note those too. Also document any automation rules that trigger based on email-specific conditions like sender address or subject line patterns.

Step 2: Update Email Forwarding

In your email provider (Gmail, Microsoft 365, or your domain's admin panel), change the forwarding destination from Front's address to your new platform's inbound address. If you used Front's native Gmail or Office 365 OAuth connection instead of forwarding, you'll need to revoke Front's access in your Google Workspace or Microsoft admin console and set up the new connection. DNS propagation for MX record changes can take up to 48 hours, so plan accordingly.

Step 3: Migrate Macros and Message Templates

Front's macros (available on Professional plan and above) are multi-step actions that can apply tags, assign conversations, and insert canned responses. Front's message templates are separate reusable text snippets. Neither is included in Front's data export — you must copy them manually. Go to your workspace settings, find Macros and Message templates, and copy the text content of your most-used ones. Recreate them as Quick Replies in your new platform. Note that Front uses variables like {{contact.name}} that will need mapping to your new platform's variable syntax.

Step 4: Clean Up DNS Records

After confirming your new platform receives and sends email correctly, remove Front-specific SPF and DKIM DNS records from your domain. Add your new platform's required DNS records for outbound email authentication. If you were using custom SMTP through Front, your SMTP server credentials remain the same — you'll just configure them in your new platform instead.

Note: Open conversations in Front won't transfer automatically. Either resolve outstanding email threads in Front before switching, or keep Front active briefly to handle existing conversations while new emails route to your new platform.