Add a custom domain

A web custom domain gives one agent a branded subdomain. It is added, verified, re-routed, and removed on the Domains screen, under Workspace → Domains, which lists every hostname the organization uses. Settings → Custom Domain on an agent is a read-only summary: it shows the hostnames that serve this agent, their status, what each one routes to, and the DNS records they still need. Select Open Domains there to make a change.

Adding, verifying, re-routing, and removing a domain need the Channels: configure permission. Owners and administrators hold it by default, and a custom role can hold it too. Web domains require the Custom Domain add-on. The add-on is separate from your plan tier, so a plan change alone does not turn it on. Pro allows one domain for each organization. Enterprise allows up to 50 domains. The count covers every agent in the organization, so the Domains screen shows the true remaining allowance.

Add and verify a hostname

On the Domains screen, select Add domain, then select Web and the agent the hostname serves. Enter a subdomain, for example support.example.com. AgentStack rejects apex domains, IP addresses, localhost, and AgentStack or Vercel platform hosts. AgentStack normalizes hostnames before verification.

AgentStack shows the required CNAME and ownership TXT records. Add both records at your DNS provider. Then select Check DNS.

The domain lifecycle shows one of these states:

• Waiting for DNS
• Verifying DNS
• DNS verified or provisioning SSL
• Active
• DNS failed
• SSL failed
• Removing
• Suspended

A domain becomes active only after ownership, DNS, and SSL verification succeed. Propagation time varies, so do not promise a specific time.

A hostname that already receives email cannot also serve a web surface, because receiving publishes an MX record at that same name. AgentStack refuses the add and explains why.

Select the route target

Choose whether the active domain routes to Embed widget, Help page, or Help center. If you change a live domain's surface, AgentStack asks for confirmation, because the change affects live traffic.

If you select Help page while the agent's Help Page feature is disabled, AgentStack serves the widget instead. The confirmation on the Domains screen warns you about this before it applies the change. When you enable Help Page again, AgentStack restores the route to Help page.

The domain does not automatically enable Help Page or Help Center. Keep the agent's channel and content configuration valid on their own. After the hostname becomes Active, test it.

Move traffic away from the domain before you remove it. Check customer links for the old address first. Then remove the domain.