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.
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.
The email address you see in the screenshot above is generated from default Crisp mailing domain (
emails.company.com), the email will be seen as:
You and your user can directly reply to this email, which will still be routed to Crisp servers (as with
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.
Your team can get some benefits from using a custom email domain:
crisp.emaildomain. This means, less chance that your emails go to the spam folder.
Crispbrand in your communication).
The custom email domain you choose to use for Crisp is important, as it will be seen by your users. Consider this example scenario:
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
firstname.lastname@example.org), 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:
Before you continue setting up the Custom Email Domain feature for your website, check that you meet the following requirements:
Good. Now, you can proceed:
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.
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.
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).
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.
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.
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.
Too bad! Before contacting us, try reseting the Custom Email Domain to the default one provided by Crisp:
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.
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