Learn how to configure a Custom Email Domain so Crisp can send emails from your own branded subdomain.

A Custom Email Domain lets Crisp send outbound emails from a subdomain you own, such as support.acme.com, instead of the default company.on.crisp.email domain. This improves brand consistency, lets users reply to your Crisp emails, and gives you more control over your domain reputation.

In this guide:

• Understand what a Custom Email Domain does → what changes when you configure one
• Choose the right sending subdomain → why Crisp needs a subdomain, not your root domain
• Set up the Custom Email Domain in Crisp → add the domain, configure DNS, and verify it
• Test your domain → check delivery and use the same domain on multiple Crisp websites
• Customize SPF and DMARC records → adjust reporting values while keeping Crisp authorized
• Troubleshoot common issues → fix verification, delivery, reply, and SSL issues

Understand what a Custom Email Domain does

By default, Crisp sends emails from a Crisp-hosted domain such as company.on.crisp.email. With a Custom Email Domain, Crisp sends emails from your own branded subdomain, such as mail.yourcompany.com or support.acme.com.

Replies sent by your users are still routed back to your Crisp Inbox automatically, so your team keeps answering from the same workspace while emails carry your domain identity.

Using a Custom Email Domain helps you:

• Strengthen brand trust → users recognize your company domain in emails sent from Crisp
• Build your own domain reputation → your sending reputation scales with your own usage and sending quality
• Reduce shared-domain risk → your domain is not mixed with the default Crisp sending domain
• Control SPF and DMARC policies → you can adapt authentication records to your own email policy, as long as Crisp remains authorized to send

Choose the right sending subdomain

Crisp requires a subdomain for Custom Email Domain setup. You cannot use your root domain, such as acme.com, because it is usually already used by your main mailbox provider for employee emails like john.doe@acme.com.

For example, if your company uses Google Workspace or Outlook on acme.com, configuring Crisp on the same root domain could conflict with your existing email setup. In that case, dedicate a subdomain to Crisp instead.

Common subdomain choices include:

• emails.acme.com
• crisp.acme.com
• support.acme.com
• mail.acme.com

Once configured, the sender address can use the operator name on that subdomain, such as anne@support.acme.com.

If you later connect a custom SMTP provider, make sure the SMTP credentials and DNS records match the same sending subdomain configured in Crisp. For example, if Crisp sends from support.acme.com, avoid using SMTP credentials that are authenticated only for acme.com.

Set up the Custom Email Domain in Crisp

Custom Email Domain is available on Crisp Mini, Crisp Essentials, and Crisp Plus plans. The setup requires adding DNS records to your domain manager, then verifying them from Crisp.

Watch the setup video

Prepare your DNS access

Before starting, confirm that you can edit the DNS zone for the domain you want to use. Crisp will give you the records to add, but DNS changes must be made from your own domain provider, such as Cloudflare, GoDaddy, Namecheap, Gandi, or OVH.

Configure the domain in Crisp

Go to app.crisp.chat and open Settings → Email Settings → Email Behaviour.

1. Enter the subdomain you want to use, for example emails.acme.com.
2. Click Use this domain.
3. Keep the verification screen open and do not click Verify domain yet.

Add the DNS records

Crisp will display the DNS records that must be added to your domain provider. You can configure them in one of two ways:

• Manual setup → copy each DNS record from Crisp and add it one by one in your DNS manager
• Auto Configure → use the automatic configuration button when your DNS provider is supported

Verify the domain

After the DNS records are added, return to the same Crisp menu and click Verify domain. Crisp will query your DNS records and confirm whether the setup is valid.

If verification fails, check that every record was copied exactly, that records were added to the right DNS zone, and that your DNS provider has propagated the changes.

Test your domain

Once the Custom Email Domain is active, Crisp shows a green confirmation in the setup screen. You can then send a test email to yourself from Crisp, for example by sending a chat transcript or creating a small campaign targeting your own contact.

You cannot use the same domain on multiple Crisp workspaces

You can only connect one custom subdomain to one workspace at a time. You should also use a different one for different features (e.g. you cannot reuse help.acme.com for both your Kniowledge Base and your Emails).

If a custom domain has already been used on a workdpace and you wish to connect it to another, your would first need to remove it from the previous one.

Customize SPF and DMARC records

You can customize the RUA or RUF reporting values in the DMARC record provided by Crisp if you want to receive and manage DMARC reports yourself.

Keep these requirements in place when editing SPF or DMARC records:

• SPF must still authorize Crisp → include include:_spf.crisp.email or use redirect=_spf.crisp.email in the SPF chain
• SPF and DMARC records must remain valid → do not remove them, and make sure the final syntax passes validation
• Your custom SMTP must also be authorized → if you use one, include the provider requirements without removing Crisp authorization

Troubleshoot common issues

Most Custom Email Domain issues come from DNS propagation, missing records, proxying, or authentication changes made after the initial setup.

My DNS setup cannot be verified

DNS propagation can take time. If you fixed a record and clicked Verify domain again, Crisp may still see the old DNS state for a while.

My DNS provider rejects DMARC or DKIM records

DKIM records can require underscores in CNAME names, and some registrars still reject them. When this happens, the limitation is on the DNS provider side.

You can usually solve this by:

• Contacting your registrar for assistance
• Using another subdomain managed by a DNS provider that supports underscores
• Moving your DNS zone to a provider such as Cloudflare

My DNS is validated, but images and links show HTTPS errors

Your domain may have a CAA record that prevents Let's Encrypt from issuing or renewing SSL certificates for the subdomain used by Crisp.

If you use CAA records, add letsencrypt.org to the issue property of your existing CAA entries. The value to add is issue "letsencrypt.org".

My users do not receive emails anymore

Outbound emails sent by Crisp rely on SPF, DKIM, and DMARC. SPF authorizes sending servers, DKIM signs outgoing emails, and DMARC tells receiving providers what to do when authentication fails.

Check that the SPF, DKIM, and DMARC records provided by Crisp are still present, unchanged, and valid. If you edited them for custom policies or a custom SMTP, confirm that Crisp is still authorized to send.

My users cannot email me anymore

Inbound replies require the MX record provided during Custom Email Domain setup. If users cannot reply to Crisp emails, check that the MX record still exists and matches the value shown in Crisp.

You can also read the dedicated troubleshooting guide: Why inbound emails to my Crisp Inbox are not received?

Emails still come from the default Crisp domain

Custom Email Domain requires an active Crisp Mini, Crisp Essentials, or Crisp Plus subscription. If your website was downgraded or the subscription was not renewed, Crisp may fall back to the default sending domain.

I cannot find a fix

Try resetting the Custom Email Domain, then configure it again from scratch.

1. Go to app.crisp.chat.
2. Open Settings → Email Settings → Email Domain.
3. Clear the domain field so it becomes empty.
4. Save the change and wait a few seconds for the default Crisp domain to be restored.
5. Run the Custom Email Domain setup again.

Updated on: 04/05/2026