Email domains

Why verify a domain

By default, the email channel sends replies from the platform's address. Verifying your own domain here lets an agent reply as support@yourdomain.com instead — only the visible From address changes; the inbound address and thread handling stay the same either way.

Verifying a domain

Under Organization settings → Email domains (admin-only):

1. Enter your bare domain (e.g. acme.com).
2. You'll get two DNS records to add at your domain registrar or DNS host, each with a Type, Name, and Value shown for you to copy.
3. After adding them, click "I've added the records — verify."

DNS changes can take time to propagate — if verification doesn't succeed immediately, that's reported as "not visible yet, try again shortly," not a hard failure. Wait a bit and retry rather than assuming something's wrong.

Using a verified domain

Once verified, the domain becomes selectable from the "Replies are sent from" option on any agent's Email channel, where you also choose the local part (e.g. support, hello).

Availability

This page only appears if the platform deployment has email sending configured — if it isn't, you'll see a notice that it's not available on this deployment rather than the setup form.