Move your workspace to the US data region

Gleap runs in two data regions: the EU (Frankfurt) and the US (New York). New workspaces pick their region at signup. An existing EU workspace can be moved to the US as a whole — every project, conversation, contact, file and setting — with all IDs, API keys and share links staying the same. A move has three parts: what you prepare, what we do, and what you switch over afterwards. This article walks through all three.

Region migration is part of the Enterprise plan. To start one, write to us through the messenger in your dashboard. We'll confirm eligibility, look at your workspace together and agree on a date for the switch.

What changes, and what doesn't

After the move your workspace is served from New York. The dashboard stays at app.gleap.io — it finds your region from your email address when you sign in. What changes are the hosts your product and your systems talk to:

Unchanged: your API keys, project and ticket IDs, share links, custom domains and their DNS records, your verified email sending domain, your subscription and invoices, and how your teammates sign in.

Part 1 — Preparation (your part)

Tell us what you use

Send us a short inventory in the migration conversation. It decides how much of Part 3 applies to you, and it lets us flag anything that needs a closer look before the date:

• SDKs — web, iOS, Android, React Native, Flutter or Capacitor, and whether your mobile apps can change a setting remotely (see below).

• Custom domains on the help center or the feedback portal.

• Integrations — GitHub, Jira, Linear, ClickUp, Asana, Trello, Aircall and Telegram need reconnecting after the move; Slack, WhatsApp, Instagram, Facebook Messenger and Stripe don't.

• Email forwarding rules at your mail provider that point at a Gleap forwarding address.

• Anything that talks to the API directly — your own backend or scripts, Zapier, MCP clients such as Claude or Cursor, Kai Bridge devices.

• Teammates who are also members of another Gleap workspace that stays in the EU. Signing in opens one region at a time, so tell us about them before the move.

Update your SDKs to version 18 or newer

Version 18 of every Gleap SDK adds setRegion: one call before initialize that points the widget at the US hosts. Update the SDK now, but don't switch the region yet — until the move, your project only exists in the EU, and a widget pointed at the US would stop working.

// Web — deploy this right after we confirm the move
Gleap.setRegion("us");
Gleap.initialize("YOUR_API_KEY");

The same call exists on every platform: Gleap.setRegion("us") on iOS and React Native, Gleap.getInstance().setRegion("us") on Android, await Gleap.setRegion(region: 'us') in Flutter and Gleap.setRegion({ region: "us" }) in Capacitor. The data regions guide in the developer docs has the full details, including what to do if you route Gleap traffic through your own proxy.

Native apps: versions of your app that are already installed keep talking to the EU and lose the Gleap widget once the move is complete — there is no redirect between regions. Ship an app update before the window in which the region comes from a setting your app fetches at start (a feature flag or remote config). Then you flip it to "us" the moment we confirm the move, without another app store release. Users on older versions get the widget back when they update.

Allowlists and Content Security Policy

If your site's Content Security Policy or your network restricts hosts, allow *.gleap.ai next to *.gleap.io before the move. The widget's static files stay where they are. The CSP page lists every directive.

Know what doesn't carry over

• Workflow steps that are in the middle of a delay at the moment of the move, and pending agent reminders, don't resume. Snoozed tickets, scheduled replies and scheduled campaigns do — they're stored with the ticket or the campaign.

• Kai Bridge pairings and hosted Kai Code machines are tied to a region. You set them up again afterwards.

• Search indexes and Kai's knowledge are rebuilt in the US after the move rather than copied (see Part 2).

Part 2 — The migration (our part)

You keep working normally for almost all of it.

1. Live copy. In the days before the agreed date we copy your workspace to the US while it stays fully in use in the EU. Nothing changes for you or your customers.

2. The switch. In the agreed window we freeze the EU copy, copy what changed since the live copy, and check that every record exists on both sides before flipping. This usually takes well under an hour. During it, the widget shows a temporary error and keeps retrying, API calls get a retry-later response, and the dashboard shows that a move is in progress. Email and integration events that arrive during the window are captured and carried over.

3. Verification. We check counts and files on the US side and that indexing has started, then retire the EU copy so nothing — a scheduled reply, a snooze, a campaign — can run twice.

4. We confirm the move in the migration conversation, and you start Part 3.

Right after the switch, ticket search and Kai's knowledge — help center articles, documents, website content — are re-indexed in the US. For most workspaces that takes minutes; large ones can take a few hours, during which search results and AI answers can be incomplete.

Rollback: until the EU copy is retired we can reverse the move. After that we keep an archived EU copy for a limited period — we'll tell you the date — and then delete it permanently.

Part 3 — Setting the changes live (your part)

Do these right after we confirm the move, in this order.

1. Switch the SDKs. Deploy the setRegion("us") call on the web and flip the remote setting in your mobile apps. Then open the widget, send a test message and check that it lands in your inbox.

2. Update email forwarding. Open the email forwarding settings of each project and copy the new forwarding address — its domain changed from gleapmail.com to us.gleap-mail.com. Update the forwarding rule at your mail provider, including any team- or ticket-specific addresses you use. Mail forwarded to the old address after the move isn't delivered, so do this early. Your own verified sending domain keeps working without any DNS change.

3. Point your systems at the US API. Change the base URL in your backend and scripts to https://api.us.gleap.ai. API keys stay the same, but a key only works in its own region. For MCP clients, remove the Gleap connection and add it again with https://mcp.us.gleap.ai/mcp.

4. Reconnect integrations. GitHub, Jira, Linear, ClickUp, Asana, Trello, Aircall and Telegram register a callback address with the provider that still points at the EU. Connect each of them again from the integrations settings. Slack, WhatsApp, Instagram, Facebook Messenger and Stripe keep working as they are.

5. Check custom domains and update default links. Custom domains keep their existing DNS records. Open the help center and feedback portal settings and confirm the domain shows as active; if it's still pending, reload its status. The default addresses change to <name>.us.gleap.help and <name>.us.gleap.feedback — update links in your product, emails and docs, because the old addresses don't redirect.

6. Set up Kai Bridge and hosted machines again if you use Kai Code: pair your bridge devices anew and recreate hosted machines.

7. Sign in again. Ask teammates to sign out and back in on the dashboard and the Gleap mobile app so both pick up the new region.

Webhooks Gleap sends to your systems keep firing without any change on your side — they now come from the US region.

A quick check when you're done

• Widget: send a message, reply from the inbox, and see the reply arrive live in the widget.

• Email: write to your support address and watch the ticket appear.

• Integrations: create a test issue or link from a ticket.

• Search: find an older ticket by its subject, and ask Kai something your help center answers.

• Help center and portal: open both your custom domain and the new default address.

Where your data lives afterwards

Your databases, uploaded files and backups are hosted in the United States, in New York, on DigitalOcean, with uploaded files in Cloudflare's US object storage. AI features still send content to the AI model providers listed on the sub-processors page, some of which process outside your region — the same as today. What Gleap stores, and where covers the rest, and the Data Processing Addendum carries the binding version.