Migrate Your Email Support

Converge Team

• Updated March 12, 2026

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

Migrating Email Support from Kayako

Kayako handles email through forwarding: you forward incoming messages from your support email (e.g., [email protected]) to your Kayako address ([email protected]). Kayako also supports wildcard addresses, catching emails sent to any address at your Kayako subdomain. This forwarding-based architecture makes email migration straightforward.

Step 1: Document Your Email Configuration

In Kayako's admin area, go to Channels > Email and note all configured support email addresses. Record which addresses are enabled, which is set as default, and whether you've enabled wildcard email addresses (catching any variation of your @DOMAIN.kayako.com address). Also note if you've enabled DKIM authentication for your custom domain and whether agents' personal names appear in the "From" field.

Step 2: Redirect Email Forwarding

In your email provider (Gmail, Microsoft 365, etc.), change the forwarding destination from your Kayako address ([email protected]) to your new platform's inbound email address. If you set up forwarding from external domains to Kayako, update those forwarding rules. The change takes effect immediately for most email providers, though some DNS-based routing changes may take up to 48 hours.

Step 3: Migrate Canned Responses

Kayako's saved replies and macros need to be manually recreated in your new platform. Copy the text content of your most-used canned responses and recreate them as Quick Replies or templates. Pay attention to any placeholder variables — Kayako's variable syntax won't carry over and needs to be mapped to your new platform's format.

Step 4: Clean Up DNS Records

If you enabled DKIM in Kayako for your custom domain, remove Kayako-specific DNS TXT records after confirming your new platform receives email correctly. Add your new platform's required SPF and DKIM records for outbound email authentication. This prevents delivery issues and ensures your emails don't land in spam folders.

Note: Resolve or close outstanding email conversations in Kayako before fully switching over. Open conversations won't transfer automatically — keep Kayako active briefly to handle them while routing new emails to your new platform.