Setting up a custom domain on behalf of a customer (not part of our workspace)

Question

For outbound emails, can I set up a custom domain that is owned by someone who is not a part of my organization and does not have an Intercom account?We have a customer who is using a whitelabeled version of our product. We want emails to come from their domain, not ours. I've added the customer's domain as a custom email, but when the customer tries to verify, they are asked to create an account in Intercom. How can we set this up without having the customer be part of our workspace?

Jacques Reynolds · Accepted Answer

Hey Lucas 👋 Jacques here from Support Engineering, happy to help!To set up a custom domain for outbound emails in Intercom, the domain owner does not need to be part of your Intercom workspace. You can use the domain of the emails that admins have signed up with, or the domains of Custom Sender Addresses. The domain owner will need to verify the domain to authenticate it for use with Intercom. This involves adding DNS records provided by Intercom to their domain's DNS settings.Once the DNS records are added and verified, you can send emails from Intercom using the customer's domain. However, note that the Custom Sender Address associated with the customer's domain must beverified first. If the you’re is having trouble with the verification process, make sure they have followed the steps outlined in the our documentation, which includes verifying the domain with a DKIM record.If your customer isstillasked to create an Intercom account during the verification process, it might be worth it for you to reach out to the technical support team for further assistance, as they will be able to dig into the issue for you.

Lucas Levine · Answer

Hi Jacques - I don’t think that is totally correct. Based on my experience and the response I received from Intercom support yesterday after posting here, in order to properly verify a custom domain for outbound email sending in your workspace, there must be at least one teammate in the workspace that uses that domain for their login email. A verification email will be sent to that teammate as part of the validation.If the verification email is sent to a customer who is not part of the workspace, when they click the verification link they will be asked (and fail) to sign into Intercom.Only once the verification step is complete can the DNS step be unlocked.

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