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Authenticate an email domain

Owners and administrators can authorize CXP to send customer replies and internal notifications from their organization’s email domain in Settings > Email Management > Domain Authentication. For example, authenticate example.com before choosing help@example.com as a Default From Address. You need someone who can edit that domain’s DNS records. Domain Authentication table with Verified, Failed, Pending and verified parent-domain examples

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Add a domain

  1. Select Add Domain, enter the domain, such as example.com, and select Submit. Enter the domain without a mailbox or https:// prefix.
  2. If CXP finds an existing authentication, confirm that your tenant is authorized to use it. CXP reuses that authentication. Multiple tenants may use one domain.
  3. The dialog shows both setup steps. Select Copy instructions to copy the formatted instructions and share them with your domain administrator. Rich editors receive a formatted table; Markdown editors receive Markdown headings, numbered steps and a table.
  4. Select Done to close the dialog. View shows the current DNS data and Verify action, without repeating the setup instructions.
Adding a domain saves it immediately. Sender and signature edits use the page’s separate Save button.

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Step 1: Configure DNS

Your domain administrator adds the CNAME records using the exact Host and Value shown in the dialog. If the DNS service automatically appends the domain, enter only the host portion it requires. The dialog also shows any available DMARC TXT instructions. Keep an existing valid policy. If no policy exists, the domain administrator can create the suggested record. A failed check requires review; it does not mean an existing policy should be overwritten. If information is unavailable, use Retry to load instructions again rather than guessing a value. Domain setup dialog with DNS records and CXP verification steps

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Step 2: Verify in CXP

  1. After the domain administrator saves the records, return to Settings > Email Management > Domain Authentication.
  2. Select View beside the domain, then select Verify.
  3. Review the result. If a check fails, compare the DNS entries with the displayed DNS data, allow time for DNS changes to become visible, and select Verify again.
The table shows Pending before verification, Failed after an unsuccessful authentication check, or Verified after authentication succeeds. A temporary request or lookup error appears separately and does not turn a previous success into a failed DNS check. DMARC information is advisory and does not independently determine the domain’s authentication status. Verified domains become available for new outbound email automatically. Choose the desired mailbox in the tenant or channel Default From Address, or in Followers From Address for internal notifications. A successful check does not guarantee delivery to every recipient.

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Existing domains and changes

When you first open the updated page, CXP finds the authentication for each previously configured trusted domain. If all lookups succeed, the table replaces the old editor. A domain with no authentication appears as Pending; select Add Domain and enter that domain to set it up. If discovery cannot finish, existing settings remain active and the page offers Retry. When an existing sending domain uses a verified parent authentication, its status says Verified via parent domain example.com. CXP retains the configured subdomain and displays the parent’s existing DNS records. Previously unresolved domains are checked again when you open this page. After initialization, Pending and Failed domains are unavailable for new outbound email. Receiving continues, and already prepared emails keep their original sender. Saved sender fields remain visible so you can correct or clear them.

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Remove a domain

You can remove a domain in Pending, Failed or Verified state. Select Delete and confirm. First change and save any tenant Default From Address, Followers From Address, or channel default that uses the domain, including defaults on disabled channels. CXP lists these dependencies when removal is blocked. Removal affects this tenant’s configuration. It leaves the provider authentication and DNS records in place, including when another tenant uses the same domain.

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Configure forwarding separately

Domain authentication authorizes outbound sending. To receive messages sent to help@example.com, configure forwarding in your email service to the CXP service address. CXP does not change forwarding rules in your mailbox. Follow Configure an email channel and send a test message to check both receiving and replies.