Migrate Your Email Support

Converge Team

• Updated March 12, 2026

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

Migrating Email Support from Gorgias

Gorgias offers two email connection methods: direct integration (Gmail or Outlook OAuth) and automatic forwarding. The method you're currently using determines your migration path. Direct integrations are the simpler switch — you just reconnect the same email account to your new platform. Forwarding setups require updating DNS or forwarding rules.

Check Your Current Email Setup

In Gorgias, go to Settings > Channels > Email to see which email addresses are connected and their integration type. Direct integrations show as "Gmail" or "Outlook" with an OAuth connection. Forwarding integrations show your email address with a corresponding Gorgias forwarding address (like [email protected]). Document all connected addresses, which Gorgias Views or Rules route emails from each address, and any email-specific Macros.

Migrating from Direct Integration (Gmail/Outlook)

If you're using Gmail or Outlook direct integration, disconnect the email from Gorgias by deleting the integration in email settings. Then connect the same email account to your new platform. Since OAuth integrations don't modify your DNS records or forwarding rules, there's nothing to reconfigure at the email provider level. New incoming emails will simply stop appearing in Gorgias and start appearing in your new platform.

Migrating from Email Forwarding

If you set up automatic forwarding (Gorgias's recommended approach for 500+ daily emails), you need to update your forwarding rules. In your email provider (Gmail, Microsoft 365, etc.), change the forwarding destination from your Gorgias address to your new platform's inbound address. If you verified a custom sending domain with Gorgias (for sending replies from your own domain), you may also need to update SPF and DKIM DNS records to point to your new platform instead.

Migrate Macros and Auto-Responses

Gorgias Macros (canned responses) need to be manually recreated. Go to Settings > Productivity > Macros and copy the text of your most-used macros. Note any that use Gorgias-specific variables like {{ticket.customer.first_name}} or {{ticket.customer.last_shopify_order}} — these will need to be mapped to your new platform's variable syntax. Also document any email-specific Rules from Settings > Productivity > Rules that trigger auto-responses or routing based on email subject lines or sender addresses.

Note: Gorgias can import up to two years of email history from Gmail or Outlook when you first connect. Your new platform may not offer this — export or archive important historical conversations before disconnecting Gorgias.