Email domains
Add and verify a custom domain for receiving and sending support emails through an agent.
To have your agent send and receive support mail on a domain you control, use Add Custom Domain from the Email channel. The DNS verification wizard gives the exact records for that domain. Add those exact values at your DNS provider. Then return to the dashboard to check the verification status. Do not use guessed values for SPF, DKIM, or MX. A mail provider can change its required records. The dashboard shows the correct records for your domain.
The Email settings page lists domains and their sending, receiving, and verification status. A domain can need separate checks before it is ready to send and receive mail. If a record is missing or still propagating, keep the email channel disabled or use the managed address. Wait until the dashboard reports a healthy configuration. DNS changes can take time. A correct record at your registrar does not mean that mail delivery is ready.
After the domain is verified, add a local address in the Email channel settings. Choose the verified domain. Test inbound and outbound mail with a safe address. Before you route customer traffic to the new domain, review the returned message, the rate-limit behavior, and the alert contact.