Migrate Your Email Support

Converge Team

• Updated March 12, 2026

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

Migrating Email Support from JivoChat

JivoChat handles email through a forwarding-based system available on the Basic plan and above. You create an Email channel in JivoChat, which generates a unique forwarding address, then configure your email provider (Gmail, Outlook, Yahoo) to forward incoming emails to that address. Migrating away means redirecting that forwarding to your new platform.

How JivoChat Handles Email

JivoChat's email integration is configured through Manage → Channels → Team Email. Each email channel generates a unique forwarding address. You set up your email provider to forward incoming support emails (e.g., [email protected]) to this JivoChat address. Emails then appear as conversations in JivoChat's Contact Center alongside chat and messaging conversations. Agents need to be assigned to the Email channel and be online in the agent app to receive emails — JivoChat sends a confirmation email from your provider that must be approved before forwarding activates.

Step 1: Document Your Email Configuration

In the JivoChat agent app, go to Manage → Channels and find your Email channel(s). Note: which email addresses are forwarding to JivoChat, the JivoChat forwarding address format, which agents are assigned to the email channel, and any email-specific auto-response templates or routing rules you've configured.

Step 2: Update Forwarding Rules

Go to your email provider's forwarding settings and replace the JivoChat forwarding address with your new platform's inbound address. For Gmail: Settings → Forwarding and POP/IMAP → change the forwarding address. For Outlook: Settings → Mail → Forwarding → update the address. For Yahoo: Options → POP and Forwarding → update the forwarding email. The process is identical to the original JivoChat setup, just pointing to a different destination address.

Step 3: Verify and Disconnect

After confirming that forwarding works on your new platform by sending a test email, remove the email channel from JivoChat. Critically, you must also remove the forwarding rule from your email provider — simply deleting the JivoChat email channel is not enough. If the forwarding rule remains active, emails will continue routing to JivoChat's now-inactive address and be lost.

Recreate Email Templates

JivoChat's Quick Phrases serve as canned responses for email and chat replies. These can't be exported in bulk — copy each one manually from the Quick Phrases panel and recreate them as Quick Replies or templates on your new platform. If you used email-specific auto-responses, document the trigger conditions and message text for recreation.

Note: Since JivoChat uses simple email forwarding (not DNS-level routing), there are no MX record or DNS changes required. The migration is purely about updating forwarding rules in your email provider, which takes effect immediately.