It happens from time to time that you might be changing email providers. This is uncommon but does happen. This document lays out what you should be aware of, and the steps you'll need to take as you go through the transition. Rest assured, Intelligence360 supports this!
Today, we provide the ability to connect to multiple systems. From your integrations admin interface, you should see both email providers. If you are at the point where you now have two email providers, and you are mid-migration, you can connect BOTH systems at the same time.
This will trigger the application connection action to be presented to your users, and they can connect both inboxes to Intelligence360.
Note: Emails from Office365 and Emails from Google are TWO different records, Intelligence360 will collect all emails from both systems, and you may see duplicate records when inspecting activity. This is expected while you are mid-migration. Our analytics for "last touch date", etc. will all work correctly regardless of having both sets of data.
Note: You should also pause SFDC sync actions at this time to prevent us from logging emails migrated from one email provider to the other twice. Emails from different systems are different records and will trigger activity sync.
Once your inbox migration is complete, each user will now be sending emails from the new email provider. You'll need to:
Update any action that sends email from one provider to the other
Change the "sync start date" for any sync actions to be based on the new provider "go-live" date (so we don't sync emails twice)
This should also match when you disabled the sync actions for while you were in your migration period
Disable the prior email provider application, which will remove all data from the prior provider from the system. You can also delete this data.
Here are the steps you should follow:
Disable the policy for the OLD email provider. You can do this from the content settings tab.
Disable the app of the OLD email provider
Delete the data of the OLD email provider
During the migration, everything within Intelligence360 will continue to operate normally, though you may see duplicate data while you are mid-jump between systems. IT teams generally try to keep migration periods small.
This can be a complicated process (for reasons completely outside Intelligence360), so please reach out to support if you are in this situation!
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