Migrate Your Email Support

Converge Team

• Updated March 12, 2026

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

Migrating Email Support from Kustomer

Kustomer handles email through three methods: a Postmark-powered custom domain integration, direct Gmail OAuth, and system-provided Kustomer email addresses ([email protected]). The migration path depends on which method you use.

If You Use a Custom Domain (Postmark)

Kustomer's default email channel uses Postmark for custom domain email. You connected your domain by verifying DNS records (MX, SPF, DKIM). To migrate: update your DNS records to point to your new platform's mail provider instead. Remove the Kustomer/Postmark-specific DNS entries and add your new platform's required records. DNS propagation can take up to 48 hours, so plan accordingly. Any active email aliases you created in Kustomer (up to 50 per organization) will stop working once you cancel.

If You Use Gmail Integration

Kustomer's Gmail integration connects directly via Google OAuth — once authorized, all messages auto-forward to Kustomer. To disconnect: go to Apps → Email and select Delete for the Gmail address, or revoke access from within Gmail under Account Settings → Security → Third-party apps with account access. Note: each Gmail account can only be authorized in one Kustomer instance. After deauthorizing, connect the same Gmail account to your new platform. No DNS changes needed.

Email Rate Limits to Know

Kustomer's system email has a rate limit of 120 inbound messages per hour from a single email address (on a rolling basis). For Gmail, the limit is lower — 20 inbound messages per hour from a single address. If you were using workarounds for these limits (email webhooks, form hooks), document those workflows before switching so you can account for them in your new setup.

Migrate Email Templates

Kustomer supports custom email templates (up to 50) for replies, auto-responses, CSAT surveys, and conversation forwarding — built with either a visual builder or code editor using Handlebars syntax. Copy the HTML and template variables from Settings → Administration → Email Templates. Kustomer uses Handlebars like {{customer.name}} and {{draft.htmlBody}} — you'll need to map these to your new platform's variable format.

Threading and Spam Settings

If you configured email threading preferences (single message replies vs. include history) or set a custom spam threshold in Kustomer, note these settings. They affect customer experience and may need to be replicated in your new platform. Kustomer's default spam threshold is managed through Postmark with a configurable score (1-30, recommended at 5).

Note: Any message redactions or deletions within Kustomer are not pushed to your Gmail account — you'll need to manage those separately. Existing email conversations in Kustomer won't transfer; resolve or close outstanding threads before switching.