Changing your domain name in Front

Overview

There may be cases where you need to change out the email channel 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 a two-way sync.
  • Change a distribution list address to a real Gmail or O365 inbox.
  • Changing primary email address for an account.

💡 Note that if you use Gmail or O365 and are changing the domain name for your existing inboxes, those services may automatically update the new domain to your connected third-party apps like Front. 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 correct email address.

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 the new email address, you can click Settings and Profile. Then click Change email to update the email address.

If you use the Sign in with Google or Microsoft login method, please leverage the "Forgot Password" workflow on our login page which will allow you to sign in using just your email & password rather than the "Sign in with Google/Office365" option.

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