How to setup a Custom Domain for the Knowledge Base

Configure a custom domain for your Crisp Knowledge Base so visitors can open it from your own help center URL.

By default, Crisp can host your Knowledge Base on a Crisp domain such as acme.crisp.help. You can also use a custom domain such as help.acme.com, which is usually better for branding and customer trust.

Some DNS managers only ask for the subdomain part of the record. For example, instead of entering support.yourdomain.com, you may need to enter only support. Compare with your existing DNS records before saving.

Watch the setup video

Configure the custom domain

Start from app.crisp.chat, then open Settings → Knowledge Base Settings → Setup your Knowledge Base.

To configure the domain:

Enter the custom domain you want to use in Custom domain
Click Use this domain
Add the DNS records shown by Crisp to your DNS provider
Wait at least a minute for your DNS provider to start propagating changes
Click Verify domain setup in Crisp
Wait for Crisp to validate the records
Let Crisp generate the SSL certificate for your Knowledge Base
Open the custom domain to confirm it loads correctly

Knowledge Base custom domain setup in Crisp

Do not click Verify domain setup before adding the DNS records. Crisp needs to query your DNS configuration to confirm the records are present.

Domain validation can take a short moment, and SSL certificate generation may take a few minutes after validation succeeds.

DNS provider reminders

Most DNS providers let you add the records required by Crisp from their DNS zone editor. The exact interface depends on your provider.

Common DNS providers include:

Cloudflare → add the record from the DNS section
GoDaddy → add the record from DNS management
Namecheap → add the record from Advanced DNS
Gandi → edit the domain zone records
OVH → edit the DNS zone

If you use Cloudflare DNS, disable the Cloudflare proxy for all records added for Crisp. The cloud icon should be grey, not orange, so Cloudflare does not rewrite the DNS records Crisp needs to verify.

On many DNS providers, the host field expects only the subdomain part. For example, for mails.acme.com, you may need to enter mails instead of the full domain.

Troubleshooting

My DNS is validated, but my Knowledge Base shows an HTTPS error

Check whether your domain uses a CAA record that blocks Let's Encrypt. Crisp uses Let's Encrypt to issue the SSL certificate for your Knowledge Base. If your DNS zone has CAA records, make sure letsencrypt.org is allowed in the issue property.

Use this CAA value when needed:

issue "letsencrypt.org"

If a restrictive CAA record is added after the domain was first configured, future certificate renewals may fail and visitors can see an HTTPS error.

Frequently Asked Questions

Still have questions which were not covered in this article? Here is a collection of the most frequently asked questions on this topic.

Should I use a root domain or a subdomain?

Use a subdomain such as help.acme.com. A root domain is usually already used by your main website, while a dedicated help subdomain is cleaner and easier to configure.

Why does Crisp reject my domain setup?

At least one DNS record is probably missing, incorrect, or not propagated yet. Compare the records shown by Crisp with your DNS provider, then wait for propagation and verify again.

Do I need to manage the SSL certificate manually?

No, Crisp generates the SSL certificate after the domain is validated. You only need to add the DNS records correctly and allow the certificate authority if your domain uses CAA records.

Updated on: 03/05/2026

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