Migrate Your Email Support

Converge Team

• Updated March 12, 2026

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

Migrating Email Support from Intercom

Intercom's email channel works via automatic forwarding — you forward incoming emails from your support address (e.g., [email protected]) to your Intercom workspace address. Outbound emails are sent through Intercom's shared IP infrastructure with DKIM/DMARC domain authentication via DNS records. Migration involves redirecting the forwarding, cleaning up DNS records, and recreating your macros.

How Intercom Handles Email

Intercom's email setup lives at Settings > Channels > Email. You add your support email addresses and configure automatic forwarding from your email provider (Google Workspace, Microsoft 365, etc.) to your Intercom workspace address. Intercom authenticates outbound sending via DKIM (two CNAME records) and DMARC (one TXT record) added to your DNS. Intercom uses shared IP addresses — no dedicated IP option is available. Personal email domains (@gmail.com, @outlook.com) are not supported for forwarding; only work email domains can be used.

Step 1: Document Your Email Configuration

Before switching, go to Settings > Channels > Email > Domains & addresses to list all connected support email addresses. Note which brand each address is associated with (if using multi-brand), what the default reply address is, and whether you've configured automatic forwarding verification. Check Email settings for your reply address configuration ("Inbound Address", "Teammate address", or "Workspace address") — this determines how replies are routed.

Step 2: Redirect Email Forwarding

In your email provider (Google Workspace Admin, Microsoft 365, etc.), change the forwarding destination from your Intercom workspace address to your new platform's inbound email address. For Google Workspace, this is typically under Gmail > Routing > Default routing. For Microsoft 365, check Mail flow > Rules. DNS propagation for forwarding rule changes is usually instant, but verify by sending a test email to your support address.

Step 3: Migrate Macros and Saved Replies

Intercom's macros (pre-written reply templates with multi-step actions) don't have a bulk export option. Go to Settings > Workspace > Macros and copy each one manually. Pay attention to Intercom's variable syntax — {{first_name}}, {{company.name}}, etc. — which needs to be mapped to your new platform's format. Prioritize your 10–20 most-used macros first. Macros that include multi-step actions (assign, tag, close) need to be broken into separate quick replies and automation rules.

Step 4: Clean Up DNS Records

After confirming your new platform sends and receives email correctly, remove Intercom's DNS records from your domain. Look for two CNAME records — one for DKIM (intercom._domainkey) and one for the custom return path — and the DMARC TXT record if it references Intercom specifically. Add your new platform's required DNS records for outbound email authentication. DNS propagation can take up to 48 hours, so keep Intercom active during the transition period.

Note: Intercom conversations that started via Messenger chat can fall back to email if the customer goes offline. When you switch email providers, any open email-based conversations in Intercom will stop receiving replies. Finish open email conversations in Intercom or manually redirect customers to your new support address.