Developer docs
Use your own email address
Let customers write to an address on your own domain, such as support@help.yourcompany.com, and have your agent answer from that same address. This page shows what to add at your domain host.
Use a sub-domain unless the whole domain is for your agent
Before you start
- You need a domain you own and can change the DNS records of. Free addresses such as Gmail, Yahoo and Outlook cannot be connected. To keep using one of them, forward it to your agent's Haven address instead (see the end of this page).
- Only an owner of your Haven account can add addresses. You can add up to five at a time, and each one can be answered by a different agent.
Step by step
- In your dashboard open WhatsApp & email, then Your own email addresses. Type the address, choose the agent that answers it and press Add address.
- The dashboard shows five records, each with a Copy button. Add all five at your domain host (see below).
- Press Verify now. Each record is marked Found, Missing or Different value, with a hint when something is wrong.
- Send an email to your address from another mailbox. Your agent answers within about a minute.
The five records
| Type | What it does |
|---|---|
MX | Delivers the email sent to your domain to your agent. Priority 10. |
TXT | Proves that you control the domain. |
CNAME (three of them) | Let your agent send replies from your own address, signed so that mail apps trust them. |
Mail starts reaching your agent as soon as the MX and TXT records are found. Replies come from your own address once the three CNAME records are found too. Until then they come from your Haven address, so they are never refused.
Where to click at common domain hosts
| Host | Where to add a record |
|---|---|
| Cloudflare | Select the domain, then DNS, Records, Add record. For the three CNAME records choose “DNS only” (grey cloud), not “Proxied”. |
| GoDaddy | My Products, your domain, DNS, Add New Record. |
| Namecheap | Domain List, Manage, Advanced DNS, Add New Record. |
| Google Domains or Squarespace Domains | Your domain, DNS, Custom records, Manage custom records. |
| Amazon Route 53 | Hosted zones, your domain, Create record. |
| cPanel | Zone Editor, Manage, Add Record. |
- The Name box. Some hosts add your domain to whatever you type. Under every record the dashboard shows the short form to use in that case. An at sign (@) means the domain itself.
- The Value box. Copy it exactly. For the TXT record leave out any quotation marks that you added yourself, and do not add a dot at the end unless your host asks for one.
- One record per name. If a record with the same name already exists, change it instead of adding a second one.
How long it takes
Most hosts show new records within a few minutes. Some take up to 24 hours. Press Verify now whenever you like: it only reads your records and changes nothing at your host. You can check once every few seconds.
What the status means
| What you see | Meaning |
|---|---|
| Waiting for DNS | We have not found your records yet. |
| Receiving mail | Email reaches your agent. Replies still come from your Haven address until the three CNAME records are found. |
| Domain verified | Forwarding mode: your records were found. Forward your address to the Haven address shown, then wait for the first email. |
| Forwarding works | Forwarding mode: a forwarded email reached your agent. |
| Verified | Email reaches your agent and replies come from your own address. |
| Problem | It worked before, but your records were not found at the last check. Add them again and press Verify now. |
If something is wrong
- Missing. The record is not there yet. Check the Name and wait a few minutes.
- Different value. A record with that name exists but says something else. Replace its value with the one shown.
- This domain is already used by another account. Only one account can use a domain. If it is yours, contact support and we will sort it out.
- The domain already receives email somewhere else. The dashboard warns you before you change anything. Use a sub-domain such as help.yourcompany.com.
Forwarding mode: keep your mailboxes
If your domain already has mailboxes (Google Workspace, Microsoft 365, Namecheap Private Email and others), choose Forward your existing mailbox when you add the address. Nothing about your email changes: you do not add an MX record, and your agent still answers from your own address.
- Add the address and choose Forward your existing mailbox. The dashboard recommends it by itself when your domain already receives email.
- Add the four records it shows (one TXT record and three CNAME records) and press Verify now.
- When the domain is verified, the dashboard shows a Haven address. In your own mailbox, forward the email that arrives at your address to it.
- Send an email to your address from another mailbox. When it reaches your agent, the dashboard shows Forwarding works.
- Gmail and Google Workspace. Settings, See all settings, Forwarding and POP/IMAP, Add a forwarding address. Gmail sends a confirmation message to your agent. The dashboard shows its code and link for 48 hours: enter the code in Gmail or open the link. Your agent never answers this message.
- Microsoft 365. Microsoft 365 admin center, Users, Active users, the mailbox, Mail, Manage email forwarding. No confirmation message is needed. If forwarding to an outside address is blocked, ask your administrator to allow it.
- Namecheap Private Email, cPanel and other hosts. Add a forwarder from your address to the Haven address in the email settings of your host.
Replies go to the person who wrote to you, from your own address once the three CNAME records are found (until then from your Haven address). When they answer, their reply reaches your mailbox and is forwarded again, so the conversation continues.
All addresses on one domain use the same way. Some mail systems forward with their own address as the sender: your agent then answers the real sender only when that is clearly safe, and otherwise does not answer. Mailing lists, automatic replies and no-reply senders are never answered.
Keep an existing mailbox: forward it
If you would rather not change any DNS records, keep your current mailbox (even a Gmail one) and forward its mail to your agent's Haven address, which is shown in the Email section above. Customers still write to your usual address and your agent answers, from the Haven address.