How to manage changing your domain name or migrating email providers

Overview

Maybe your team is going through a rebrand or maybe you're just migrating providers for your email system. Either way, there are cases where you need to change email channel configuration details in Front but wish to retain the history. The reasons you might need this could be one of the following:

  • Change your company's domain name, and thus make the corresponding change to your email channels and login in Front.
  • Change your email provider from O365 to Gmail, or from SMTP forwarding to two-way sync.
  • Change a distribution list address to a real Gmail or O365 inbox.
  • Changing the primary email address for an account.

💡 Note that if you use Gmail or O365 and are changing the primary domain name for your system, those services may automatically update to sending through the new domain for your connected email addresses. In that case, you may only need to change the From address and update Front user logins.

There is an easy three-part process to do this without losing any of your history:

  1. Remove the old channel (make sure to keep the Inbox)
  2. Add the new channel into the existing inbox.
  3. Update your Front login email.

Keep reading for specific instructions. These steps are the same for any kind of channel that you want to add or switch out, not just email.


Instructions

Part 1: Remove the old channel

Make sure you do not delete the inbox if you want to retain mailbox history. By only removing the channel you'll retain the entire mailbox history including any work you've done inside of Front on those messages like commenting, sharing, assigning (etc.) If you delete the inbox itself, then message history will be deleted and cannot be recovered.

Step 1

Click into Personal Settings or Company Settings. Then click into Inboxes.

Step 2

Click the inbox you want to make this change for.

Step 3

On the left side of the inbox settings, click Channels and select the channel you need to alter.

Step 4

At the bottom of that page you'll see an option to Remove this channel. Select this option to remove the active connection to that email address.

Step 5

Confirm the change to remove the channel.

Part 2: Add the new channel to the existing inbox

After completing the last steps, you'll have been returned back to the screen displayed in Step 3, but you'll notice there is no channel listed anymore. Once you remove the channel from your inbox, you'll be left with an Empty Inbox that contains all of the old mail history from the address you just removed. Now we need to add the new connection to the new email.

Step 6

Select which channel type you'd like to add to the empty inbox. Some common setups are Gmail, Exchange Online (O365) and Exchange Server (On-prem).

Part 3: Update your login email

Step 7

If your Front login also needs to be updated to a new email address, you can click Settings and Profile. Then click Change email to update the email address.

If you used the Sign in with Google or Microsoft login method, please leverage the Forgot Password flow on our login page to first break the OAuth binding for your account. After doing so, you'll be able to sign in using just your email and password, at which point you can update your primary email if needed and then can leverage the Sign in with Google/Office365 option upon your next login.

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