Migrate Your Email Support

Converge Team

• Updated March 12, 2026

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

Migrating Email Support from Sprinklr

Sprinklr supports three email integration methods: SMTP/IMAP for external providers (Gmail, Yahoo, Microsoft Exchange), Sprinklr's own domain forwarding, and Microsoft 365 email forwarding. Your migration path depends on which method you're using.

How Sprinklr Handles Email

Sprinklr creates "cases" from incoming emails, routing them through the Care Console alongside social and messaging channels. Email accounts are added via the Sprinklr admin settings by entering SMTP/IMAP credentials for external accounts, configuring forwarding from Sprinklr's domain, or setting up Microsoft 365 email forwarding rules. Outbound replies can be sent from Sprinklr's servers or through your own SMTP configuration.

Step 1: Document Your Email Setup

Before switching, identify which email integration method you're using. If SMTP/IMAP: note the server addresses, ports, and credentials configured in Sprinklr. If Sprinklr domain forwarding: note the forwarding address Sprinklr assigned. If Microsoft 365 forwarding: check your Outlook rules that route email to Sprinklr. Also document which email addresses map to which routing groups or teams in Sprinklr's case management.

Step 2: Redirect Email Flow

For SMTP/IMAP setups: revoke the app password or OAuth token Sprinklr uses to access your email account, then configure your new platform's email integration with the same credentials or a fresh app password. For forwarding setups: update the forwarding rules in your email provider (Gmail, Microsoft 365, etc.) to point to your new platform's inbound address instead of Sprinklr's. For Microsoft 365 specifically, you may have configured forwarding rules in both Outlook and the Microsoft 365 admin center — check both locations. DNS propagation for MX record changes can take up to 48 hours — plan accordingly and test thoroughly before decommissioning Sprinklr.

Step 3: Migrate Templates and Macros

Copy the text content of your email response templates from Sprinklr's macro library. Pay attention to any variables or dynamic fields — Sprinklr uses its own placeholder syntax that won't carry over to other platforms. Recreate these as Quick Replies or templates in your new platform with the appropriate variable format.

Step 4: Clean Up DNS Records

After confirming your new platform receives email correctly, remove any Sprinklr-specific SPF and DKIM DNS records from your domain. Add your new platform's required DNS records for outbound email authentication. Test by sending emails to your support address and verifying they appear in your new inbox.

Note: Open cases in Sprinklr won't transfer automatically. Resolve or close outstanding email cases before switching, or keep Sprinklr active briefly to handle open conversations while routing new emails to your new platform. Also export any email-specific analytics or reports from Sprinklr's reporting dashboards before canceling — these won't be accessible after your account is deactivated.