# Set up custom email domains

> Configure a Persona-hosted subdomain or custom domain in Organization Email addresses, verify DNS records, create senders, and select them across Persona.

Source: https://help.withpersona.com/articles/cEm4Dq8LwT2nRb6YxK9jVh/
Section: Admin > Email > Using organization email settings

## Overview

Custom email domains let you send emails from your own branded address instead of a default Persona address. You configure your domain and sender addresses under **Organization > Email addresses**, then select a sender for supported emails in Cases, Workflows, and Inquiries.

For an explanation of the domain options, read [Email settings overview](https://help.withpersona.com/articles/OD3KwUVIk1MvJkHP4EOIqx/).

## Before you start

You need access to **Organization > Email addresses** in the Dashboard. If you use your own domain, you or your DNS administrator must also have access to add DNS records to its name servers.

You do not need to connect your own email provider.

## Choose a domain option

- **Persona hosted**: Use a subdomain that Persona hosts. You do not add DNS records for this option.
- **Custom**: Use a domain that your organization owns. You add DNS records and verify the domain before sending email.

## Add a Persona-hosted subdomain

1.  In the Dashboard, go to **Organization > Email addresses**.
2.  If your organization has no domain, click **Get started**. If it has a domain, click **Add** in the **Domains** card.
3.  Select **Persona hosted**, then enter the subdomain prefix that you want to use.
4.  Click **Create**.

Verification for a Persona-hosted domain can take up to 48 hours while the domain shows a **Pending** status. When the status changes to **Authenticated**, continue to [Create a sender address](#create-a-sender-address).

## Add and verify a custom domain

### Add the domain in Persona

1.  In the Dashboard, go to **Organization > Email addresses**.
2.  If your organization has no domain, click **Get started**. If it has a domain, click **Add** in the **Domains** card.
3.  Select **Custom**, then click **Continue**.
4.  In **Domain**, enter your domain name. Persona recommends a subdomain, such as `verify.mycompany.com`, rather than a root domain, such as `mycompany.com`.
5.  Select the check box to confirm that inbound email for the domain goes to Persona.
6.  Click **Create**.

☝️

Persona receives all inbound email for the domain that you enter. Use a domain or subdomain that you do not use for other company email.

### Add the DNS records

After you create the domain, the **Domain records** window opens. It shows each record that you must add to your domain's name servers, with its **Type**, **Host**, **Priority** (for MX records only), **TTL**, and **Value**.

1.  Sign in to your DNS provider's management console.
2.  Open the DNS settings for your domain.
3.  Add each record shown in the **Domain records** window. Copy its type, host, priority, TTL, and value. If your DNS provider requires full hostnames, turn on **Show "Host" as full name** in Persona.
4.  Save the changes in your DNS console.
5.  Return to the **Domain records** window in Persona and click **Verify**.

DNS changes can take up to 48 hours to propagate. If a record shows **Pending** or **Failed**, check that the record is correct, then click **Verify** again.

To see the records again later, open the menu on the domain's row in the **Domains** card, then click **View records**.

### Check the 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. Check the records, 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**, send a test email to check delivery.

1.  In **Organization > Email addresses**, find your domain in the **Domains** card.
2.  Open the menu on the domain's row, then click **Test domain**.
3.  In **Email address**, enter an address where you can receive the test message.
4.  Click **Send email**.
5.  Check the destination inbox for the test email.

## Create a sender address

When all the records are verified, the **Domain records** window shows **Domain records verified**. Create the sender address that recipients see in the From field.

1.  Click **Create email address** in the **Domain records** window.
2.  In **Sender name**, enter the name that recipients see, such as `Your Company Support`.
3.  In **Email address**, enter the part of the address before the `@`. The Dashboard shows the domain after it.
4.  Click **Create**.

To add another address later, click **Add** in the **Email addresses** section.

You cannot rename an address. To change it, archive it and create a new email address.

## Select the sender for your emails

Creating a sender address does not automatically select it for existing email configurations. Select the sender in each feature that you use.

- **Cases**: Open your Case template, select the Email module, and choose your sender under **Default sender address**. Read [Cases: Email prebuilt module](https://help.withpersona.com/articles/4Z0b6uVX2RrvPG4ZH1vEXT/).
- **Workflows**: Open your Workflow, select the Send Email step, and choose your sender address. Read [Workflows: Send Email step](https://help.withpersona.com/articles/27FwSlEyBXBFqP5CJwSzAH/).

Organization sender addresses also support Inquiry emails. Select the sender in the relevant Inquiry email configuration.

This setup is different from SMTP configuration, where your own mail server sends the email. For SMTP instructions, read [Using the Send Email Action Step](https://help.withpersona.com/articles/5t1l1MtN0gqHnLcqpPWMGp/).

## Troubleshooting

### The domain stays Pending

DNS updates can take up to 48 hours to propagate. For a custom domain, confirm with your DNS administrator that every record under **View records** matches the records in your DNS settings. Then click **Verify** again in the **Domain records** window.

Persona-hosted subdomains do not require DNS configuration. Their verification can also take up to 48 hours.

### The domain shows Failed

Open **View records** and compare each entry with your DNS settings. Check the record type, host, priority, TTL, and value.

Some DNS providers append your domain to the host value automatically. Check whether your provider expects a short host value or the full hostname. Use **Show "Host" as full name** when your provider requires the full hostname.

After you correct the records, click **Verify** again.

### Emails still use a default Persona address

Check that you selected your sender address in the relevant Case template, Workflow step, or Inquiry email configuration. Adding the address under **Organization > Email addresses** does not select it for those configurations.

Also check the domain status. If the domain is **Warming** and reaches its sending limit, Persona uses a Persona-hosted domain.