Migrate Your Email Support

Converge Team

• Updated March 12, 2026

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

Migrating Email Support from LiveAgent

LiveAgent supports four methods for incoming email: forwarding (cloud-hosted only, instant delivery), Google/Microsoft OAuth connectors, IMAP/POP3 (cron-based fetching), and email piping (self-hosted installations). Each method has different migration implications. Outgoing email uses SMTP configuration per account.

Identify Your Current Email Setup

In your LiveAgent panel, go to Configuration → Email → Incoming Mail accounts to see how each email address is connected. For each account, note: the connection method (Forwarding, Google, Microsoft, IMAP/POP3, or Piping), the email address being monitored, which department incoming emails are routed to, and the outgoing mail account configured for replies. Also check Configuration → Email → Outgoing Mail accounts to document your SMTP settings (host, port, encryption type, authentication credentials).

If You're Using Forwarding

LiveAgent cloud-hosted accounts use forwarding to a unique LiveAgent address. Your email provider (Gmail, Outlook, etc.) forwards messages to an address like [email protected]. To migrate: go to your email provider settings and either remove the forwarding rule or update it to forward to your new platform's inbox address instead. This is the cleanest migration path — just redirect the forwarding target. LiveAgent receives forwarded emails instantly (no polling delay), so the cutover is immediate once you update the forwarding address.

If You're Using Google/Microsoft Connectors or IMAP/POP3

These methods have LiveAgent polling your mailbox at regular intervals via cron jobs. To migrate: first remove the incoming mail account from Configuration → Email → Incoming Mail accounts in LiveAgent. Then configure your new platform to connect to the same mailbox. For Google/Microsoft: revoke LiveAgent's OAuth access in your Google/Microsoft account settings to ensure clean disconnection. For IMAP/POP3: simply delete the configuration in LiveAgent — no special steps needed on the mail server side.

Migrating Outgoing Email (SMTP)

LiveAgent configures outgoing email via SMTP in Configuration → Email → Outgoing Mail accounts. Document your SMTP host, port, username, and encryption settings (TLS/SSL). You'll need these same credentials to set up outgoing email on your new platform. If you're using a custom From: address (e.g., [email protected]), verify that SPF, DKIM, and DMARC records in your DNS don't include LiveAgent-specific entries that need updating.

Department Routing and Templates

LiveAgent routes incoming emails to departments and assigns them as tickets. Document which email addresses map to which departments, and any automation rules that route or tag emails based on subject lines, sender, or content. Also export your canned messages (email templates) — copy each one manually from Configuration → Automation → Canned messages so you can recreate them on your new platform.

Tip: If you're using email piping on a self-hosted LiveAgent installation, the migration is handled at the server level — update the pipe destination in your mail server configuration (Postfix, Exim, etc.) to point to your new platform's processing endpoint instead of LiveAgent's pipe script.