It’s easy to send messages in Intercom from your own email address.
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 (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’ & '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 to ‘Use teammate’s Intercom account email address’:
After verifying your domain, when you’re setting up a message in the Messages product, 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. Here’s 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.
Just go to Addresses & domains, and click 'Add a custom address':
Then, enter the name and email address you want to use, and click ‘Confirm’:
Once you verify it, you’ll be able to choose this address when setting up a message in the Messages product.
How to change the ‘reply to’ address
If you’re sending a once-off email to a small group VIP customers, for example, you might want to deal with 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.
Before setting this up you'll see an "Unauthenticated" warning, like this:
Here's how to set it up
Visit the Email addresses & domains page in your app's 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 looks like this:
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 will not prevent you sending messages, but 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’ll 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.
How do I configure the return-path (bounce) address?
Add the second CNAME record provided here in your DNS settings:
Then click "Verify authentication":
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.
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'.
Update the address on your 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.