Migrate Your Email Support

Converge Team

• Updated March 12, 2026

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

Migrating Email Support from Userlike (Lime Connect)

Lime Connect handles email as a messaging channel within the Message Center, available from the Team plan (€90/mo). Email conversations appear alongside chat, WhatsApp, and other channel messages in the unified inbox. Migrating away means redirecting your email routing to your new platform.

How Lime Connect Handles Email

Lime Connect integrates email as one of its messaging channels within the Message Center. Incoming support emails appear as conversations that operators handle alongside live chat, WhatsApp, and other channel messages. The email channel supports standard email features including attachments and threading. Email conversations follow the same routing rules as other channels — they can be assigned to operator groups, use conversation topics for categorization, and trigger the same notification settings.

Step 1: Document Your Email Configuration

Before disconnecting, note: which email addresses are connected to Lime Connect, how incoming emails are routed (which operator groups handle them), whether you've set up any conversation topic rules that auto-categorize emails, and any message templates specifically used for email responses. Also check if you're using email-based operator notifications — these are separate from the email channel itself and may need reconfiguration on your new platform.

Step 2: Update Email Routing

The critical step is redirecting your incoming support email to your new platform's inbound address. If your email was forwarded to Lime Connect, update the forwarding rules in your email provider. For Gmail/Google Workspace: Settings → Forwarding → change the destination address. For Outlook/Exchange: Update mail flow rules in the Exchange admin center. If Lime Connect configured DNS records (MX, SPF, DKIM) for your support domain, update these to point to your new platform's mail servers.

Step 3: Recreate Email Templates

Lime Connect's Message Templates (accessible via chat commands like !template-name) serve as canned responses for all channels including email. These can't be bulk-exported — copy each template's text and recreate them as Quick Replies on your new platform. If you used Macros for multi-step email workflows, document the full sequence of actions each macro performs.

Step 4: Handle the Transition Period

Unlike messaging channels where you can do an instant switch, email changes may take time to propagate — DNS updates can take up to 48 hours. Consider running both platforms in parallel during this window: keep Lime Connect active for incoming emails while testing that your new platform receives forwarded messages correctly. Once confirmed, disconnect the email channel from Lime Connect and cancel any email-specific forwarding rules.

Note: Email conversation history from Lime Connect won't transfer to your new platform. Export any important email threads before disconnecting — your new platform starts fresh with new incoming messages once the email routing is updated.