Migrate Your Email Support

Converge Team

• Updated March 12, 2026

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

Migrating Email Support from Trengo

Trengo supports three email integration methods: email forwarding channels (forward incoming mail to a Trengo-assigned address), direct provider connections (Gmail, Outlook, and other providers via OAuth or IMAP/SMTP), and custom domain email with SPF/DKIM configuration. Your migration path depends on which method you're currently using.

Identify Your Current Email Setup

Check your email configuration in Trengo under the Email channel category. If you see a forwarding address (something like [email protected]), you're using email forwarding. If you connected Gmail or Outlook directly, those appear as provider integrations. Note all connected email addresses, which teams or users they're assigned to, and the sender name configuration (Trengo supports dynamic sender names using [agent.first_name] and [agent.last_name] variables).

Forwarding-Based Email: Update Your Forwarding Rules

If you forward emails from your support address (e.g., [email protected]) to Trengo's assigned address, the migration is straightforward. Change the forwarding destination in your email provider (Gmail, Microsoft 365, or wherever your MX records point) from the Trengo address to your new platform's inbound address. No DNS changes are needed unless you also configured custom domain SPF/DKIM records for Trengo's outbound email delivery.

Direct Provider Connection: Disconnect and Reconnect

If you connected Gmail or Outlook directly to Trengo, revoke Trengo's access in your email provider's security settings (Google Account > Security > Third-party apps, or Microsoft 365 admin). Then set up your new platform's email integration. For Gmail-based setups, your new platform may use a service account with domain-wide delegation or OAuth — check their specific requirements.

Custom Domain DNS: Update SPF/DKIM Records

If you added your domain to Trengo for branded outbound emails, you likely added Trengo-specific SPF and DKIM DNS records. After migrating, remove these Trengo DNS entries and add your new platform's required records. DNS changes can take up to 48 hours to propagate, so plan the cutover accordingly.

Migrate Templates and Automation Rules

Trengo doesn't export email templates or automation rules. Copy the text content from your most-used quick replies and email templates before disconnecting. Also document any rules you configured in Settings > Automation > Rules that trigger on email conversations — such as auto-assignment based on subject keywords or auto-tagging based on sender domain.

Note: Trengo assigns email channels as either team-shared or private (single-user). This choice cannot be changed after creation. When recreating email channels in your new platform, verify whether you need shared inbox or private inbox behavior for each email address.