Custom Domain FAQs

  • Updated

Below are answers to some frequently asked questions about custom domains. If you have any additional questions, please reach out to the Support Team using the orange Sendoso widget at the bottom of your screen.

Can you explain the feature a bit?

Our new feature allows Sendoso Admins to set up their own custom domain using a simple self-serve process. Rather than gift emails coming from the generic mail@gifts.sendoso.com domain, you'll be able to set up a domain that more accurately reflects who sent the gift.

Read about how to set up a custom domain here.

Is this feature available to all users on all plans?

For now, this feature is only available to customers on the Plus, Pro and Enterprise plans

How do I set up my custom domain?

You can set up your custom domain using the self-serve process within the Sendoso web app. First, authenticate your domain and then engage with your IT team to update the DNS records. More information here.

How long does it take for my custom domain to be set up?

Once your IT team has updated the DNS records, it may take up to 24 hours for the changes to propagate. You will receive an automated email confirming the update once it is complete.

Do I need technical expertise to set up a custom domain?

No, you do not need technical expertise to set up a custom domain. The process is easy and requires only two steps. First, authenticate your domain within the Sendoso setup. Second, engage with your IT team to update the DNS records.

What do I need to do if I have multiple domains?

This feature doesn’t support multiple domains just YET. We have plans to expand that in the future.

Can I change my custom domain after it has been set up?

Yes, you can change your custom domain after it has been set up by deleting the existing one.

Please note: Deleting the custom domain from Sendoso will require you to remove all necessary DNS setup on your email server's configuration as well.

Simply repeat the process of authenticating your new domain and engaging with your IT team to update the DNS records.

Can I change the desired email address after the domain has been authenticated?

Yes, this capability is available under the self-service Custom Domains feature. As long as you use an email address under the authenticated domain.

Will my existing email campaigns be affected if I set up a custom domain?

All sends/emails will use custom domain once it's active.

What if I have any issues or need help with the custom domain setup?

If you have any issues or need help, please contact our support team for assistance.

Can I use my custom domain for both email and physical gifts?

Yes, your custom domain can be used for both email and physical gifts. This will help you to maintain consistency in your branding and messaging.

Will my custom domain be secure?

Yes, your custom domain will be secure. Sendoso uses industry-standard security protocols to protect your custom domain and ensure that your communications are secure.

Can I use my custom domain for email campaigns that are sent through Sendoso's API?

Yes, you can use your custom domain for email campaigns sent through Sendoso's API. This will allow you to seamlessly integrate your custom domain with your existing systems and processes.

What happens if my IT team doesn't update the DNS records?

If your IT team does not update the DNS records, your custom domain will not be set up and your email campaigns will continue to be sent from the generic mail@gifts.sendoso.com domain. It's important to communicate with your IT team and ensure they are aware of the custom domain setup process.

How does this feature work? Are you sending from our servers?

We’re allowing customers to set up email security features called SPF and DKIM, so that email from Sendoso systems can use your own email-sending domain, @yourcompany.com, instead of the default @sendoso.com. This improves the relationship between you and your customer, because your brand is front and center, and Sendoso’s email-sending domain can get out of the way.

Setup requires working with your IT team, to update your sending domain’s DNS records, stored in your Domain Provider account (e.g. Godaddy, Route53, Cloudflare, NS1, etc).

Once set up, the email will still come from Sendoso’s email servers, but now using your email sending domain.

What does the “from” name look like?

The from name on your emails will be unchanged. For most customers, it will continue to be “{firstName} from {Company Name}”

What does the subject line look like?

The subject line will be unchanged.

Which emails does this work with?

At this time, this works with Sendoso Choice (eGift) and Address Confirmation emails.

When a recipient replies to an email from a custom domain, where will that email go?

Like all emails to recipients, replies to emails from custom domains go to the original sender. For example, if Ana from ABC Corp. sent an eGift to Sarah from gifts@abc-corp.com and Sarah replied, the reply would go to ana@abc-corp.com).

When a user receives this, will they be opted into additional Sendoso emails?

No, Recipients of eGifts will not be sent any additional emails from us. You're in charge of when your contacts get emails from us.

Will recipients still be able to unsubscribe?

Yes

Should I be creating an inbox?

You don't necessarily need to create an inbox for this. Like all emails to recipients, replies to emails from custom domains go to the original sender. For example, if Ana from ABC Corp. sent an eGift to Sarah from the email address gifts@abc-corp.com and Sarah replied, the reply would go to ana@abc-corp.com).

Can I toggle this feature on/off?

Yes, you can simply delete this domain in Sendoso and propagate the deletion to DNS records on your email server. This will revert all email communication back to mail@gifts.sendoso.com

Does this make my email DMARC-compliant?

Yes. Both SPF and DKIM settings become aligned to your sending domain, to pass DMARC checks.

Do these records need to stay in our record or can they be removed after validation?

Yes, if these are removed after they are initially added, it may contribute to problems with deliverability.

Ready to set up your custom domain? Follow these instructions!

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