Ownership and continuity
Your company controls the identity. Your agent can change.
Keep the address and number people know while you change the model, tools, or application behind them.
Request AccessSeparate the employee from its contact details
Sara’s email address and phone number belong to her Mailrun identity. Your application connects the agent that handles those channels. Replacing that application or its model does not require creating a new identity.
Your team chooses the model, business knowledge, connected tools, and approval rules. Mailrun provides the communication infrastructure and the API access used by your integration.
Make a deliberate handoff
Connect and test the replacement agent before switching your working integration. Move the customer context it needs, reconnect its tools, and verify both email replies and live calls. For phone conversations, update and test the hosted voice connection as part of that handoff.
Keep the existing identity and channels during the change. Deleting an identity releases its channels; deletion is not a way to transfer an identity to another agent.
Telephone-number portability in V1
You can change the agent connected to your Mailrun identity and keep its number within Mailrun. Transferring a Mailrun telephone number to another carrier or provider (port-out) is not supported during alpha, beta, or the initial V1 launch.
Port-out support is planned for a future version. There is no announced availability date; current packages do not include this capability.
Keep access under company control
Use separate credentials for administrative work and day-to-day agent communication. Scope each integration’s API key to its job. When an integration is retired, revoke its key so future requests using it are refused.
Changing agents within your Mailrun account preserves the communication identity. Moving service to another provider is a separate process from changing your agent. Confirm domain transfer and account-closure requirements with our team before planning a migration.
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Access is coming soon.