Migrate Your Email Support
Converge Team
Part of the LiveChat migration guide
How to migrate your email support workflows, templates, and history from LiveChat without losing data.
Migrating Email Support from LiveChat
LiveChat's native ticketing system — which handled email-to-ticket conversion — was sunset in January 2025. Email support now requires HelpDesk, a separate Text product. Your migration path depends on whether you're using legacy tickets or HelpDesk.
How LiveChat Handled Email (Legacy)
Before the sunset, LiveChat converted forwarded emails into tickets. You'd set up email forwarding from Gmail, Yahoo, Exchange, or any provider to a LiveChat-assigned forwarding address (found in Settings → Channels → Email). Incoming emails appeared as tickets in the LiveChat app. This system was available to new customers until June 1, 2023, and was fully retired in January 2025.
Current State: HelpDesk (Separate Product)
If you're handling email support through LiveChat today, you're either on a legacy account that hasn't been migrated yet, or you're using HelpDesk (helpdesk.com) as a separate subscription. HelpDesk has its own email forwarding setup, ticket management, and reporting system. When migrating away, you need to export data from both LiveChat and HelpDesk if you use both products.
Step 1: Export Email/Ticket Data
If using legacy tickets, go to Reports → Generate Report and export the Tickets raw data (includes ticket ID, requester info, subject, status, tags, and response times). If using HelpDesk, export through HelpDesk's own reporting interface. Save the CSV files as your historical email support archive.
Step 2: Update Email Forwarding
Remove the forwarding rule that sends emails to LiveChat's/HelpDesk's assigned address. In Gmail, go to Settings → Forwarding and disable or delete the LiveChat forwarding address. For Exchange, remove the forwarding rule from Active Directory. For other providers, delete the forwarding rule you originally configured.
Step 3: Set Up Email on Your New Platform
Configure your new platform's email integration. This typically involves either setting up new email forwarding rules, connecting via OAuth (for Gmail), or updating DNS/MX records (for custom domain email). Test by sending a test email to your support address and verifying it arrives in the new platform.
Recreate Email Templates
Copy any canned responses you used for email replies in LiveChat/HelpDesk. Document the ticket form configuration (custom fields, messages) if you used it for the offline widget. Recreate these as templates or quick replies in your new platform.
Note: The email migration is one of the simpler steps since it primarily involves changing a forwarding destination. The main risk is missing emails during the switchover — update forwarding rules during off-hours and monitor both systems for a few days.
Need the full migration guide?
This page covers migrate your email support specifically. For the complete step-by-step migration process:
Read the complete LiveChat migration guide →Ready to try Converge?
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