Migrate Your Email Support

Converge Team

• Updated March 12, 2026

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

Migrating Email Support from Gladly

Gladly handles email through server-based forwarding: you configure your email provider (Gmail, Exchange, etc.) to auto-forward incoming messages to a Gladly-provided forwarding address. SPF and DKIM DNS records authenticate outbound replies. This forwarding-based model makes migration straightforward — you redirect the forwarding destination to your new platform.

How Gladly Handles Email

Each email address (e.g., [email protected], [email protected]) is added as an Entry Point in Gladly under Settings > Channels > Email. The email domain must be verified with SPF and DKIM DNS records before forwarding works. Each address gets a unique Gladly forwarding address, and you configure your email provider to auto-forward to that address. Outbound replies are sent from Gladly's servers using your domain. A "Sender Name" (friendly name) controls what customers see in the From field.

Step 1: Document Your Email Setup

Before switching, go to Settings > Channels > Email and note all email addresses configured. For each, record: the email address, the sending domain, the sender name (friendly name), and which Inbox it routes to via the Entry Points page. Also document any email-specific Rules (auto-assignment, auto-tagging, auto-replies triggered by email subject lines or content).

Step 2: Update Forwarding Rules

In your email provider (Gmail/Google Workspace, Office 365, Exchange), change the forwarding destination from the Gladly forwarding address to your new platform's inbound email address. If your new platform uses a different email method (like direct SMTP or Mailgun routing), update the relevant settings accordingly. This is where the actual switchover happens — new emails will start flowing to your new platform instead of Gladly.

Step 3: Update DNS Records

Remove the Gladly-specific SPF and DKIM TXT records from your domain's DNS. These typically reference Gladly's mail servers. Then add your new platform's required DNS records for outbound email authentication. DNS propagation can take up to 48 hours, so factor this into your migration timeline. During the transition, outbound emails may briefly fail SPF/DKIM checks.

Step 4: Recreate Email Templates

Copy the text content of your most-used Gladly canned responses and auto-reply messages. Gladly doesn't export these — you'll need to copy them manually. Recreate them as quick replies or templates in your new platform. Pay attention to any variable placeholders that Gladly uses for personalization — map them to your new platform's variable system.

Note: Finish any open email conversations in Gladly before switching, or keep Gladly active briefly to handle in-progress threads while routing new emails to your new platform. Gladly treats email contacts as sessions rather than individual messages in its reporting, so keep this in mind if you're exporting email metrics.