Set up your company email

With Kustomer, you can reply to customers using your company's existing email domain.

In this article

• Connect your custom domain
• Update your DNS settings
• Verify your domain
• Set up forwarding and go live
• Send a test message
• Remove the default Kustomer email address

Connect your custom domain

1. Go to Apps> Email.
2. Select Add Email Address.
3. Select Custom Domain, enter the email address to add to Kustomer, and select Continue.
4. Review step 1 of the wizard. If you're prepared to start configuring your domain, select Continue.

   Note: You, or another member of your team, will need access to your DNS records to finish this procedure. 

5. Enter the display name your customers will see when they email you.
6. Select an email template to use with this address. By default, email messages sent from Kustomer will be in a blank HTML template with no branding or colors. If you have created a custom branded template, you'll want to select it here so all your outbound messages from the selected email address use it. 
7. Optionally, you can turn on Dynamic Alias Name to have sent messages come from the individual agent's name instead of the default email display name. For example, if you turn this setting on, the reply will be from John@acme.com and not support@acme.com. 
8. Select Continue.

Update your DNS settings

Next, you must log in to your web host or DNS provider and update your DNS records DKIM and Return Path with the values shown. Since every DNS provider is different, here's what this process might look like with common hosts and DNS providers:

• Bluehost
• Dreamhost
• DigitalOcean
• GoDaddy
• Hostgator
• Media Temple
• Namecheap
• Network Solutions
• Shopify

If you need to send these DNS records to your admin, select Copy All Records to copy a template that you can send them with all of the necessary information.

After you update your records, select Yes, these records have been updated in the DNS settings to continue.

Verify your domain

Once these records are updated with your DNS provider, it may take up to 72 hours for the change to take effect. This period is called DNS propagation. You can check on the status of this change by going to Apps> Email. We will also send you an email once the domain is verified. Once the domain is verified, it'll be reflected on this page.

Set up forwarding and go live

Once your account is verified, you should set up email forwarding to Kustomer to the address shown in step 5 of the wizard to ensure that you don't miss any messages from your customers. Since every email provider is different, the exact steps to forward your email can depend on your current host. Here are a few common examples:

• Microsoft Exchange
• Microsoft Office 365
• GoDaddy Workspace Email

Once you set up forwarding, select the Yes button to complete the setup process. If you don't select this option, you will see a Setup Incomplete warning for the domain in your list of email addresses.

Send a test message

The updates should be complete after 24-72 hours. We recommend you send a test message to confirm that your configuration was set up successfully.

1. Check that the updates are verified in your Email settings on Kustomer.
2. Use another email address to send an email to your support address.
3. Reply to that inbound email from Kustomer. In the reply, you should see the From line reflect these DNS changes.

Remove the default email address

At the end of this process, it's a good idea to remove the default email address that Kustomer initially provided after you successfully sent a test email to verify that the newly connected email address is working as expected. Doing so will ensure that you always reply from your company's support address rather than the address provided by the app.

1. Go to Apps> Email.
2. Locate the support@.mail.kustomerapp.com address in the list.
3. Select Delete  to delete the email address.