Migrate Your Email Support

Converge Team

• Updated March 12, 2026

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

Migrating Email Support from Tawk.to

Tawk.to handles email through a forwarding-based ticketing system. Each property gets a unique Ticket Forwarding Email address (e.g., [email protected]). You forward emails from your business address to this tawk.to address, and they appear as tickets in your inbox. Migrating away means redirecting that forwarding to your new platform.

How Tawk.to Handles Email

Tawk.to's ticketing system accepts forwarded emails. You find your property's unique Ticket Forwarding Email under Administration → Ticketing in the dashboard. When someone emails your business address (e.g., [email protected]), your email provider forwards it to this tawk.to address, and it appears in the Tickets section of your Inbox. Each property has exactly one forwarding address — you cannot create multiple forwarding addresses per property. Replies sent from tawk.to go from tawk.to's forwarding address, not your original business email.

Step 1: Document Your Forwarding Configuration

Go to Administration → Ticketing in your tawk.to dashboard and note the Ticket Forwarding Email address. Then check your email provider's forwarding settings. For Gmail/Google Workspace: Settings → Forwarding and POP/IMAP. For Outlook/Microsoft 365: Mail flow rules in the Exchange admin center. For cPanel hosting: Email Forwarders section. Document which email addresses are forwarding to tawk.to and any filtering rules you've configured.

Step 2: Update Forwarding Rules

This is the critical step. Go to your email provider's forwarding settings and replace the tawk.to forwarding address with your new platform's inbound address. If your new platform uses DNS-based routing (MX records) rather than forwarding, you'll update DNS settings instead. Make sure to test by sending a test email to your support address and verifying it arrives in your new platform's inbox before disabling the tawk.to forwarding.

Step 3: Export Open Tickets

Before disconnecting, export any open or pending tickets from tawk.to. In the Inbox → Tickets tab, select the tickets you need and click Export to receive a ZIP with JSON files via email. You can export up to 50 at a time. Resolve or export all active tickets before switching — they won't transfer automatically to your new platform.

Step 4: Recreate Email Templates

Copy any canned responses and shortcuts you've set up in tawk.to for email ticket replies. Screenshot or manually save these templates so you can recreate them as quick replies or macros in your new platform. Tawk.to's canned responses (called Shortcuts) can be found under Administration → Shortcuts.

Important: Tawk.to's email replies come from tawk.to's own forwarding address, not your branded business email. If your customers are accustomed to seeing replies from a tawk.to-related address, switching platforms is actually an opportunity to set up branded email replies from your own domain.