It’s easy to send messages in Intercom from your own email address. We recommend using your own domain to improve the personalization and deliverability of your outbound emails.
Your default outbound address will appear as your "from" address when your customers receive an email in their inbox.
Change your default address
If you’d like to use your own email address for your outbound messages, you can set this up in one of two ways:
Use the email address you signed up to Intercom with as your default address.
Set up a custom email address and map to the same inbound email address that customers contact you on (use this if you’re using a shared email address like firstname.lastname@example.org, or if you’d also like to change the "reply to" and "return path" addresses).
Important: You'll need access to your DNS settings to send email from your own address with either of these methods.
Here’s how to do each!
Option 1: Use the email address you signed up to Intercom with
You may want your outbound emails to appear as though they’re coming from your company domain. If you signed up to Intercom using your company email address, you can easily set this up by changing your default outbound email address. Select "Use your domain and email address", found within the Settings > Email > Sender email addresses section in Settings.👇
Important: We’ll email you to verify your address shortly after you save this option. You must click to confirm and allow this email address to be used. You'll also need to verify your domain with a DKIM record. We explain how to do this below.
After verifying your domain, when you’re setting up an outbound message, your "from" address will be the address you used to sign up to Intercom.
This will also appear as the "from" address on your outbound emails in email clients.
Note: You can’t change the "reply to" or "return-path" address in Intercom with this option. To change these addresses, or to use a shared team email address like email@example.com, you should add a custom email address. In Option 2 we'll show you how.
Option 2: Use a custom email address
If you’d like to send your emails using a different email address, like a shared email address, you can do this by adding it as a custom email address. This is useful if you’d like certain outbound emails to appear as coming from a team, or if you'd like to change how your name appears in email clients.
Go to the Settings > Email > Sender email addresses section and select "Use your domain and email address"
Toggle the “Map to inbound email address” switch to ensure replies to inbound emails will send from the verified custom address the customer contacts you through. With this option, if a customer contacts you through firstname.lastname@example.org, then your replies will also come from email@example.com.
Next click on “Add custom address”, enter the display name and custom email address you want to use, and click "Confirm".
Once you verify your email and your domain, you’ll be able to choose this address when setting up an outbound message.
The last step is to choose the default address for group conversations, forwards and notification emails. Custom addresses are also available to select from the email editor.
Note: You must have the permission "Can send outbound emails from custom addresses" enabled to send emails from a custom address.
How to change the "reply to" address in outbound messages
If you’re sending a once-off email to a small group VIP customers, for example, you might want to receive their replies directly in your email client. You can do this by changing the "reply to" address of your outbound message.
Note: You can only change the "reply to" address if you use a custom email address as your "from" address.
First, choose a custom email address as your "from" address.
Then, you can change the "reply to" address to a custom email address.
Now, replies to your message will go to that email address only.
Important: If you change the "reply to" address to a custom email address, replies won’t be captured in Intercom. If you want replies to go back to Intercom, use a default email address as your "reply to" address.
Verify your domain
If you choose to send email in Intercom using your own address, you must verify your domain so that email clients can be confident it was sent by us with your permission. Verifying your domain also removes emails being tagged with “via intercom-mail.com" in some email clients, such as Gmail or Outlook.
To achieve this, we use a technology called DKIM (DomainKeys Identified Mail) to sign the messages we send on your behalf. Email clients can verify these signatures against the DNS record you set up for your domain. Read more about DKIM here.
Without setting up your domain, you and your customers will see an "Unauthenticated" warning, like this👇
Here's how to set up a DKIM
Visit the Domains page in email settings. This page contains the information you'll need to configure the DNS records for each of the domains you use as part of your sender addresses. It'll look like this 👇
Select the name of your domain provider to get tailored setup instructions. Click on “Share instructions” to get specific instructions you can share with your IT team.
Note: Don’t worry if your provider isn’t in the list. We’ll show you how to copy the records in the next step.
Click “Next” to move to step 2 “Copy your records”. Here you can copy the names and values of the domain-key and bounce CNAME entries to update your external DNS configuration.
Important: The second CNAME record is used to customize the return-path address on emails you send from Intercom. This is an optional step, and not performing this step will not prevent you sending messages, however, it is highly recommended to ensure delivery of your messages.
Your domain will show as unauthenticated until both CNAME records have been added.
If two or more of your sender addresses use the same domain, you will only need to configure one DNS entry to enable DKIM signing for emails sent using any of these addresses.
Note: Many DNS providers (E.g. GoDaddy) will only ask you to fill in the name of your subdomain. For example, for intercom._domainkey.example.com they may expect you to enter intercom._domainkey as the name of the record. Your domain provider's documentation should explain this in further detail.
The final step is to click on “Check status”. If configured correctly your status will change for each CNAME will change to “Authenticated” and your domain will be fully validated.
How do I configure the return-path (bounce) address?
Add the second CNAME record provided here in your DNS settings 👇
Then click "Check status" 👇
Do I need SPF?
No, Intercom handles that for you. Emails sent from Intercom include a return-path header. When a recipient mail server receives one of our emails and checks the SPF record of the domain in our return-path, they will see that our sending IP addresses are authorized senders. This means emails sent through Intercom will pass authentication automatically and you don't need to set up any records yourself.
Can I enable DMARC for sending through Intercom?
Yes, you can. A Domain-based Message Authentication, Reporting & Conformance (DMARC) policy on your domain is one of the best mechanisms to combat email spoofing. It will tell recipient email servers how to handle emails which claim to come from your domain. If you believe there is a potential risk of spammers spoofing your domain, DMARC can help.
What do I need to do to enable DMARC support?
DMARC checks that the domain in the "from" address of your emails matches the domain in your DKIM records or the domain in the return-path header. Once you've set up CNAME records for Intercom, you're all set.
For domains with a DMARC policy and a valid DKIM setup for Intercom, emails sent through our platform will pass DMARC without a problem.
How can I update the address on my existing auto messages?
If you want your existing ongoing messages to send from your newly created custom email address, you’ll need to update them manually.
If you're adding CNAME records in CloudFlare and they still show as unverified in Intercom, there are a couple of things to check:
Ensure CNAME flattening is disabled for the CNAME record (Cloud icon should be grey).
Set the CNAME record to "DNS only", not "Proxied".