Advice and answers from the Intercom Team

It’s easy to use your own email address when sending messages through Intercom. Depending on what plan you're on, you can do this in one of two ways:

Method 1: Set your email address as a custom email address 

If you have any of our products, you can set your own email address as a custom email address in your Intercom settings. Email addresses don’t have to be from a specific person - you can use team email addresses too. Please note: If you’re on one of our Lite plans, you will need to select the custom email address each time you want to send a message.

Important: You can only set the default email address for new messages you send. 

Method 2: Set your email address as the default sender address 

However, if you’re on any other plan (other than Lite), you can set your email address as the default sender address. This address will be used automatically each time you send a message. Once you set up a default email address, each time you send or reply to a message, that address will be used. 

How to send messages from your custom email address

As a Lite plan customer or the owner of a shared team account (e.g. admin@projectmap.io), you can create a custom email address and select it each time you send a new message. Here’s how to do it:

  1. Open your app settings and select ‘Email Addresses’ from the left hand side of your screen.
  2. Scroll down and click the 'Add custom email address' button.
  3. Enter the name and email address in the fields (this can be your own address like sarah@projectmap.io or a shared address like team@projectmap.io) and click ‘Add email address.’
  4. Once you submit it, make sure to verify the email address in the mail we send you.
  5. IMPORTANT: Before sending an email be sure that you select the sender email address from the 'From' dropdown in the message composer. This will not be selected by default for you.

How to send and reply to messages using your own email address

You can choose for emails to be sent from (and replied to) using the email address each of your teammates signed up to Intercom with. (Please note: this option is not available to Lite plan customers). Here’s how to do it:

  1. Open your App Settings and select ‘Email Addresses’ from the left hand side of your screen.
  2. Select the ‘Teammate’s Intercom Account Email Address’ option.
  3. Verify that you own your domain by enabling DKIM (this option isn’t available on our Lite plan). Find out more about how to enable DKIM here.
  4. Everyone on your team will get an email and each team member will need to verify that their email address can be used.

IMPORTANT: This option is specifically for the email address that each of your teammates signed up to Intercom with. To send from a shared team or admin email address like team@projectmap.io, you should create a custom email address.

You need to verify your domain

When you choose to send email via Intercom with your own sender address, it is recommended that you verify your domain so that third-parties receiving the mail can be confident it was sent by us with your permission. Verifying also removes emails being tagged with “via intercom-mail.com" in some email clients, such as Gmail.

To achieve this, we use a technology called DKIM (DomainKeys Identified Mail) to sign the messages we send on your behalf. Third parties can verify these signatures against the DNS record you set up for your domain.
 Read more about DKIM on Wikipedia.

Here's how to do it

Visit the Email Addresses 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:

If two or more of your sender addresses use the same domain, then you only need to configure one DNS entry to enable DKIM signing for mail sent using any of these addresses

Please note that many DNS providers 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 provider's documentation may explain this in further detail.

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 authorised 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? (optional)

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" header 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.

Still having trouble?

If after trying this you're still having trouble, get in touch by mailing us at team@intercom.io and we'll make sure to get you all set up.

Update the address on your existing auto messages

IMPORTANT: Once validated, you need to change the email address on your existing auto messages to send from your newly created sender address. This will ensure that your existing messages will begin sending from your specified email address.

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