Set up a custom reply address

How to verify your domain and send platform emails from your own organisation's address instead of the default [e-mail]. Requires adding three CNAME records to your DNS.

Before you start

You will need access to your organisation's DNS settings. This is usually managed by your IT department or the person responsible for your domain. You do not need to do the technical part yourself, but you will need to loop them in.

By default, emails sent from the platform come from the generic platform address [e-mail]. If you want emails to show your organisation's email address instead — for example, [e-mail] — you need to verify your domain first.

This page walks you through how to do that.

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Step 1 — Enter your reply address

In the platform, go to your email settings and enter the email address you want to use as the reply address. Once you do, the platform will show a notice that your domain is not yet verified, along with three DNS records that need to be added.

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Step 2 — Share the DNS records with your IT contact

The platform will display three CNAME records — each with a Host and a Value. These need to be added to your domain's DNS settings by whoever manages your domain.

The records look something like this:

Custom domain is set with 3 CNAME records that have not yet been verified

Send these values to your IT contact and ask them to add all three to the DNS settings of your domain.

Why CNAME records?

These records point to our mail processor (SendGrid), which handles the email authentication on our behalf. For this method, adding SPF records to your DNS is not required. This is what allows mail services like Outlook and Gmail to trust that emails are genuinely coming from your organisation — and not treat them as spam.

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Step 3 — Confirm and wait

Once your IT contact has added the records, go back to the platform and click "I have added these records". The platform will then check whether the records are in place. Records that are validated will turn green.

DNS changes can take up to 24 hours to take effect globally, so if verification does not succeed immediately, try again after a few hours.

Records still aren't validated after 24 hours? Please contact support at [e-mail] or give us a call.

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Step 4 — Verification complete

Domain verification was successful and is now active. The table of CNAME records is no longer visible.

Your domain is now authenticated. Emails sent through the platform will show your organisation's address, and participants will receive them in their inbox rather than their spam folder.

This is a one-time setup per domain so this step does not need to be repeated unless you explicitly change your domain again.