Overview
Persona can send email to your users from an address on a domain that you control, and receive their replies. You add the domain on the Email addresses page of the Dashboard, at Organization > Email addresses. Then you add the DNS records that Persona gives you, and create the sender addresses that your organization uses.
Features that send email from Persona, such as the Cases Email module and the Workflows Send Email step, can use these addresses.
This is different from the SMTP configuration in the Send Email step. With SMTP, your own mail server sends the email. For SMTP, read Using the Send Email Action Step.
Domain types
When you add a domain, the Select email provider window shows two types:
- Custom: send and receive email from your own domain, for example
verify.mycompany.com. You add DNS records to your domain before Persona can use it. - Persona hosted: send and receive email from a subdomain of a domain that Persona hosts. You do not add DNS records for this type.
Add a custom domain
- In the Dashboard, go to Organization > Email addresses.
- If your organization has no domain, click Get started. If it has a domain, click Add in the Domains card.
- Select Custom, then click Continue.
- In Domain, enter your domain. Persona recommends a subdomain, for example
verify.mycompany.com, and not a root domain, for examplemycompany.com. - Select the check box to confirm that inbound email for the domain goes to Persona.
- Click Create.
Persona receives all inbound email for the domain that you enter. Use a domain that you do not use for other email.
Verify the DNS records
After you create a custom domain, the Domain records window opens. It shows each record that you must add to the name servers of your domain, with its Type, Host, Priority (for MX records only), TTL, and Value.
- Add each record from the Domain records window to the name servers of your domain.
- Click Verify.
- If a record shows Pending or Failed, make sure that the record is correct, then click Verify again.
It can take up to 48 hours for your name servers to show new records. Some name servers need the full domain name in the Host field. For a subdomain, turn on Show “Host” as full name to show the full name.
To see the records again later, open the menu on the row of the domain in the Domains card, then click View records.
Domain status
The Domains card shows a status for each domain.
| Status | What it means |
|---|---|
| Pending | Persona did not verify the records yet. For a Persona hosted domain, this can take up to 48 hours. |
| Authenticated | Persona verified all the records. You can create email addresses on the domain. |
| Failed | Persona could not authenticate the domain. Make sure that all the records are correct, then verify again. |
| Warming | Persona limits the rate of email from the domain for 7 days after the first email. If the domain reaches the limit, Persona uses a Persona hosted domain. |
Test the domain
After the domain is Authenticated, you can send a test email from it.
- Open the menu on the row of the domain, then click Test domain.
- In Email address, enter the address that gets the test email.
- Click Send email.
Create an email address
When all the records are verified, the Domain records window shows Domain records verified.
- Click Create email address.
- In Sender name, enter the name that recipients see.
- In Email address, enter the part of the address before the
@. The Dashboard shows the domain after it. - Click Create.
You cannot rename an address. To change it, archive it and add a new email address.
Plans Explained
Custom email domains by plan
| Startup Program | Essential Plan | Growth Plan | Enterprise Plan | |
|---|---|---|---|---|
| Custom email domains | Not Available | Not Available | Not Available | Available |