Migrate Your Email Support

Converge Team

• Updated March 12, 2026

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

Migrating Email Support from Groove

Groove handles email through a forwarding-based system or Gmail OAuth connection. You forward emails from your existing provider (Gmail, Outlook, Google Groups, Yahoo, GoDaddy, Zoho, or cPanel) to a unique Groove inbox address. Migrating away means redirecting that forwarding to your new platform.

How Groove Handles Email

Groove gives each shared inbox a unique forwarding address. You configure your email provider to forward incoming support emails (e.g., [email protected]) to this address. Emails then appear as tickets in Groove's shared inbox. Groove also supports Gmail OAuth connection — a direct mailbox integration where Groove connects to your Gmail shared mailbox without forwarding rules. Additionally, Groove offers white-label email through SPF, DKIM, and DMARC DNS records so replies appear to come from your domain rather than Groove's servers.

Step 1: Document Your Email Configuration

In Groove, check Settings → Ticketing to see all configured inboxes. Note: which email addresses forward to Groove (and from which providers), whether you're using Gmail OAuth or forwarding, whether you've configured white-label DNS records (SPF, DKIM, DMARC entries), auto-reply messages set up per inbox, custom sender names configured for each mailbox, and any auto-BCC settings that copy replies to an external address.

Step 2: Update Forwarding Rules

Go to your email provider and replace the Groove forwarding address with your new platform's inbound address. For Gmail: Settings → Forwarding and POP/IMAP → change the forwarding address. If using Gmail OAuth, disconnect Groove's OAuth access in Google Account → Security → Third-party apps. For Outlook: Exchange Admin Center → Mail flow rules. For Google Groups: Group Settings → Email options → update the forwarding address. For cPanel: Email Forwarders section. Groove has detailed guides for each provider in their help docs under "Inbox Setup."

Step 3: Update DNS Records

If you configured white-label email in Groove (SPF, DKIM, DMARC records), you'll need to update these DNS entries to point to your new platform's mail servers. Remove or update the Groove-specific SPF include and DKIM CNAME records from your domain's DNS settings. Your new platform will provide replacement records. DNS propagation can take up to 48 hours — plan for this delay during migration.

Step 4: Recreate Email Templates and Signatures

Copy your Instant Replies (Groove's canned responses) and email signatures from Groove. Navigate to the Instant Replies section to find all saved templates, and check Settings → Personal → Email Signature for agent signatures. Recreate these as Quick Replies or templates on your new platform. If you used Groove's auto-reply messages (configured per inbox), document those for recreation as well.

Important: If using forwarding (not OAuth), ensure you remove the forwarding rule after confirming your new platform is receiving emails. Otherwise, emails will continue routing to Groove's now-inactive address. For Gmail OAuth, revoking Groove's access in Google Account settings is sufficient.