> ## Knowledge Base Index > Fetch the complete knowledge base index at: https://help.crisp.chat/sitemap.xml > Use this file to discover available pages before exploring further. > Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash). # How to Setup a Custom Email Domain *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. || Setup usually takes around 5 minutes once you have access to your DNS provider. If you are not familiar with DNS records, ask a teammate who manages your domain to help. __In this guide:__ * [Understand what a Custom Email Domain does](#1-understand-what-a-custom-email-domain-does) → what changes when you configure one * [Choose the right sending subdomain](#1-choose-the-right-sending-subdomain) → why Crisp needs a subdomain, not your root domain * [Set up the Custom Email Domain in Crisp](#1-set-up-the-custom-email-domain-in-crisp) → add the domain, configure DNS, and verify it * [Test your domain](#1-test-your-domain) → check delivery and use the same domain on multiple Crisp websites * [Customize SPF and DMARC records](#1-customize-spf-and-dmarc-records) → adjust reporting values while keeping Crisp authorized * [Troubleshoot common issues](#1-troubleshoot-common-issues) → fix verification, delivery, reply, and SSL issues --- # ${color}[#0080dd](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 --- # ${color}[#0080dd](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`. Note: When forwarding emails into Crisp, outbound replies will always use the Custom Email Domain configured here, not the original forwarded address. Crisp cannot send from a root-domain address such as `support@acme.com` and will instead use the subdomain you configure (e.g. `support.mail.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:__ * `support.acme.com` * `mail.acme.com` Replies to emails sent from your subdomain are always routed back to your Crisp inbox automatically. Crisp does not create or require a real mailbox for that subdomain — only DNS authorization is needed. Once configured, the sender address can use the operator name on that subdomain, such as `anne@support.acme.com`. ||| Only one Custom Email Domain can be configured per Crisp website. The **Reply-To** address shown in Crisp cannot be customized manually. ||| Only one Custom Email Domain can be configured per Crisp website. The **Reply-To** address shown in Crisp cannot be customized manually. 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`. --- # ${color}[#0080dd](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. #### ${color}[#445055](Watch the setup video) ${youtube}[Video Tutorial](LGKgyhDvD34) #### ${color}[#445055](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. ||| If you use Cloudflare, disable the Cloudflare proxy for every DNS record added for Crisp. The cloud icon must be grey, not orange, so Cloudflare does not rewrite or hide the records Crisp needs to verify. #### ${color}[#445055](Configure the domain in Crisp) Go to [**app.crisp.chat**](https://app.crisp.chat) and open **Settings → Email Settings → Email Domain**. 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. ![Custom Email Domain setup in Crisp](https://storage.crisp.chat/users/helpdesk/website/87ae2703583ac800/cleanshot-2025-02-27-at-121856_10o1hwx.png =1000xauto) #### ${color}[#445055](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 | **Auto Configure** supports many popular DNS providers. It is worth trying first if you are not comfortable adding DNS records manually. ||| Do not delete or edit the DNS records after the domain is verified. Removing them can break email sending, email replies, images, links, or domain verification. #### ${color}[#445055](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. --- # ${color}[#0080dd](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. #### ${color}[#445055](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. --- # ${color}[#0080dd](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 --- # ${color}[#0080dd](Troubleshoot common issues) Most Custom Email Domain issues come from DNS propagation, missing records, proxying, or authentication changes made after the initial setup. #### ${color}[#445055](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. | Wait a few minutes to a few hours, then re-enter the target domain in Crisp and verify again. In rare cases, DNS providers with long cache expiration values may take longer. #### ${color}[#445055](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 #### ${color}[#445055](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"`. #### ${color}[#445055](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. #### ${color}[#445055](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?](https://help.crisp.chat/en/article/why-inbound-emails-to-my-crisp-inbox-are-not-received-1iebgz5/) #### ${color}[#445055](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. #### ${color}[#445055](I cannot find a fix) Try resetting the Custom Email Domain, then configure it again from scratch. 1. Go to [**app.crisp.chat**](https://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. || If the issue continues after checking DNS records and resetting the domain, [contact Crisp support](https://crisp.chat/en/contact/) so the team can review your setup.