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How to setup a Custom Email Domain?

Custom email domain can be used to use your domain branding for all emails that Crisp sends to your users. Also, your users will be able to reply to your emails directly to your domain.

This guide explains you how custom email domain works, and how to setup it. Custom Email Domain is available in Crisp Unlimited, which comes with a ton of other handy features for teams.

What Custom Email Domain do?

The Custom Email Domain feature lets you use your own domain for emails sent by Crisp to your users, and vice-versa. Your users won't see the Crisp brand (eg. [..]@crisp.email) anymore in email addresses generated by Crisp for unread message notifications, chat transcripts, campaigns, and inbound emails.

custom email domain 1
A message notification email sent by Crisp (default Crisp domain)

The email address you see in the screenshot above is generated from default Crisp mailing domain (crisp.email).

  • For this conversation, the email is: s.7cdae8d68fd61400.o@crisp.email
  • Using your own email domain (eg. emails.company.com), the email will be seen as: s.7cdae8d68fd61400.o@emails.company.com

You and your user can directly reply to this email, which will still be routed to Crisp servers (as with crisp.email).

The Custom Email Domain feature only requires you to add a few DNS entries to your domain name manager. You won't need to install anything on your own server, or maintain anything over time. Set it up and forget it.

Benefits of using a custom email domain

Your team can get some benefits from using a custom email domain:

  • You get to manage your own mailing reputation, which won't be affected by other Crisp users on the default crisp.email domain. This means, less chance that your emails go to the spam folder.
  • The Crisp brand won't be visible through email addresses. Your users see Crisp as fully integrated to your own branding (they have no way to see the Crisp brand in your communication).

Which email domain should I use?

The custom email domain you choose to use for Crisp is important, as it will be seen by your users. Consider this example scenario:

  1. Your company is named Acme, Inc., and runs acme.com
  2. You already have employee and internal emails on @acme.com

You will need to pick a sub-domain of acme.com to handle Crisp emails.

You cannot use the base acme.com domain, as it is already in use for your internal emails (eg. running employee emails as john.doe@acme.com), handling inbound emails via a DNS MX record that you cannot change.

Thus, you will need to choose a sub-domain of acme.com, that you dedicate to Crisp emails. We recommend the following sub-domain formats, but you can pick any sub-domain that's not already in use on your domain:

  • Sub-domain 1: emails.acme.com
  • Sub-domain 2: notifications.acme.com
  • Sub-domain 4: chats.acme.com
  • Or any other custom sub-domain (your choice!)

How to setup Custom Email Domain for my website?

Before you continue setting up the Custom Email Domain feature for your website, check that you meet the following requirements:

  1. Your Crisp website is subscribed to Crisp Unlimited (see our plans)
  2. You can edit your DNS records on your domain name (eg. via Cloudflare, GoDaddy, Namecheap, Gandi, OVH, etc. — whichever service hosts your DNS)

Good. Now, you can proceed:

  1. Go to your website settings on your Crisp Dashboard.
  2. Pick the target website you need to use the Custom Email Domain feature on
  3. Scroll down, and open Advanced configuration, then select Custom Email Domain
  4. In the field asking for the domain, enter your desired custom email domain (eg. emails.acme.com)
  5. Click on Use this domain, then instructions will appear
  6. Do not click on verify yet, first, add the indicated DNS records to your DNS manager and deploy your new DNS configuration
  7. Again, do not click on verify, hold on for a at least 1 minute, to ensure your DNS provider propagated your changes
  8. Now, click on Verify domain setup. Crisp will query your DNS records to ensure they are properly configured. This takes up to 20 seconds
  9. Crisp will acknowledge or reject the domain change. If it rejects the changes, check all records have been added to your DNS manager

custom email domain 2
Enter your custom email domain, and then click use

custom email domain 3
DNS records are generated, make sure to add them all in your DNS manager

How to test your setup

Once the custom email domain is active, you will see a green acknowledgement. Try sending emails to yourself using Crisp, eg. send yourself a chat transcript or create a campaign targeting yourself. Check that you receive the emails in your personal inbox. If you do not receive any email, check the following troubleshooting section.

If the emails land in your spam folder, or are not received at all, feel free to contact us. We'll gladly assist you on any issue you have.

How to use the same Custom Email Domain for multiple websites?

The Custom Email Domain feature can be used across multiple websites, using the same domain.

You just need to repeat the setup process for each desired website. You will only need to add one more DNS record per website, to prove the ownership of the Crisp website (namely, the TXT DNS record containing crisp-website-id). The other DNS records won't change across websites, so you can leave previous ones as-is.

Troubleshooting common issues

My DNS setup cannot be verified

If you had to fix a mistake and clicked on Verify domain setup again, Crisp may not succeed verifying changes immediately, even if all the records are properly setup. This is due to the DNS cache system, which takes time to refresh and propagate.

You may need to wait a few minutes to a few hours and re-enter your target email domain on Crisp, then verify again. In extreme cases, you may need to wait for a few days (if your DNS provider cache expiration values are very high).

My users do not receive emails anymore

Outbound emails sent by Crisp are secured by SPF and DKIM. SPF specifies which SMTP server is allowed to send emails on your behalf, while DKIM cryptographically signs outgoing emails. DMARC then enforces a policy based on SPF and DKIM for email receivers, telling them to reject all invalid emails from your custom email domain (ie. domains that fail both SPF and DKIM verifications).

In case you and/or your users do not receive emails anymore, check that the SPF, DKIM and DMARC records that Crisp provides are correctly set, and not altered. Feel free to contact us if you have any question; we may have DMARC logs of what happened to your domain regarding DKIM and SPF.

My users cannot email me anymore

Inbound emails sent by your users to Crisp require that the MX record that we provide in the email setup is correctly set. If your users cannot email you anymore, or reply to emails sent by Crisp to them, double check that the DNS MX record is still set, and matches the one provided during the Custom Email Domain setup in Crisp.

Also, check your website is still subscribed to Crisp Unlimited.

The Custom Email Domain was properly setup, but emails still come from default domain

Custom Email Domain requires a Crisp Unlimited subscription.

Check your website is still subscribed to Crisp Unlimited, as it will be disabled if you downgraded your plan, or if you didn't renew it.

I cannot find a fix for my issues

Too bad! Before contacting us, try reseting the Custom Email Domain to the default one provided by Crisp:

  1. Go to your website settings on your Crisp Dashboard.
  2. Pick the target website you need to use the Custom Email Domain feature on
  3. Scroll down, and open Advanced configuration, then select Custom Email Domain
  4. Reset the field asking for the domain (wipe any value, set it to blank)
  5. Save, and wait for a few seconds. The default Crisp domain will now be used

Now, try the setup process again. Refer to the setup section for instructions.

If you still cannot fix your issue, then contact us. We'll make sure your issue gets sorted out quickly.

Valerian Saliou
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