Migrate Your Email Support

Converge Team

• Updated March 12, 2026

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

Migrating Email Support from Groove HQ

Groove receives email through forwarding — you set up a forwarding rule from your email provider (Gmail, Outlook, etc.) to your Groove inbox address. Migrating away means redirecting that forwarding rule to your new platform. No DNS changes are needed unless you configured custom SMTP settings.

How Groove Handles Email

Groove offers several email connection methods. The recommended approach for Gmail users is a "shared mailbox" direct connection via OAuth. Other options include standard email forwarding from Gmail, Google Groups, Outlook/Office 365, GoDaddy, Zoho, cPanel, or Yahoo Mail. Each incoming email becomes a conversation (ticket) in Groove, and replies are sent through Groove's servers or via custom SMTP if configured in Settings → Advanced → SMTP.

Step 1: Document Your Current Email Configuration

Check how many shared inboxes you have in Groove (Standard allows 2, Plus allows 5, Pro allows 25). Note which email addresses forward to each inbox. If you've configured custom SMTP settings for outbound email, record those server details. Also note any email-specific Rules you've set up — for example, rules that auto-assign conversations based on the receiving email address or subject line keywords.

Step 2: Redirect Email Forwarding

If using Gmail shared mailbox connection: disconnect the OAuth link in Groove, then connect your Gmail to your new platform. If using email forwarding: go to your email provider's settings and change the forwarding destination from your Groove inbox address to your new platform's inbound address. In Gmail, this is under Settings → Forwarding and POP/IMAP. In Outlook, it's under Mail → Forwarding.

Step 3: Migrate Instant Replies and Signatures

Groove's Instant Replies (canned responses) support variables like customer name, agent name, and company info. Copy the text of your most-used Instant Replies and recreate them in your new platform. Note that variable syntax will differ — Groove's placeholder format won't carry over directly. Also copy your email signatures from Settings → Personal → Signature.

Step 4: Handle Open Conversations

Emails already in Groove stay there — they don't transfer to your new platform. Resolve or close outstanding conversations before switching, or keep Groove active for a week to finish open threads while new emails route to your new platform. Groove doesn't charge early-termination fees, but your annual billing cycle runs until its end date.

Note: Your original emails remain in your email provider (Gmail, Outlook, etc.) as a backup. Groove's documentation confirms that changes made in Groove don't affect emails stored in your original provider.