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You need edit access to your Customer Experience configuration and access to your domain’s DNS provider before you start. If you do not manage your DNS, share this page with the person or team that does.
Use Customer Experience email when you want participants to send questions to a dedicated support address and receive replies from your Customer Experience agent. Decide which domain the agent will use before you start, because the DNS records you add affect where mail for that domain is delivered.

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Choose the domain for the agent address

Setup adds an MX record to the whole domain of the address you enter. An MX record decides where messages for that domain are delivered, so adding it to a domain your team already receives mail on may send that mail to the Customer Experience agent instead of your own inbox. Give the agent its own subdomain.
We recommend keeping your existing help and support address as your escalation inbox and establishing a separate subdomain as the agent’s email inbox, which you share as your public contact email. Keeping the two apart protects escalations as well as your team’s day-to-day mail. If the MX record lands on example.com, messages sent to your escalation inbox are routed to the Customer Experience agent, so the queries the agent hands over never reach your team. Use whichever subdomain suits you, such as help.example.com, cs.example.com, or mail.example.com. Pick one that no mailbox, help desk, or mail provider is already using, so no existing routing is affected.

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Set up the sender address

1

Open Customer Experience email setup

In your dashboard, go to Customer Experience and open the configuration you want participants to email. In the Install area, find Email setup.
2

Enter the agent's email address

Add the Email address the Customer Experience agent will use, such as support@help.example.com.Enter the subdomain address you chose above, not your main support address. The domain part of this address decides which DNS records you need to add and where the MX record goes.
3

Continue to DNS

Select Continue to DNS. The setup panel generates the DNS records for your sender address.

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Add the DNS records

Add every record shown in the DNS records section at your DNS provider. The records verify that Postmark can send from your domain and route participant replies back to the Customer Experience agent. The setup can include:
  • DKIM - verifies outgoing email from your domain.
  • Return-Path - improves delivery tracking and sender reputation.
  • Inbound - the MX record that routes participant replies through Postmark.
Each record shows a Type, optional Priority, Host, and Value. Copy the values exactly as shown. DNS providers format host names differently, so use Postmark’s domain verification guide from the setup panel if your DNS host asks for a shortened or full host name. Check the Host on the MX record before you save it. It should name the subdomain you chose, such as help.example.com. If your DNS provider shortens host names, it should read help rather than @ — an @ host applies the record to your whole domain. DNS changes can take up to 48 hours to verify. After adding the records, return to Email setup and select Refresh status. The channel is ready when DKIM, Return-Path, and Inbound all show as Verified.

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Manage email settings

After verification completes, open Email settings to manage the day-to-day sender details. You can update:
  • From name - the sender name participants see in their inbox.
  • Email signature - the sign-off added to replies.
  • Enable email channel - whether participants can email this agent.
Select Save settings after changing these values.

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Changing the email address later

Changing the sender address restarts DNS verification for the new domain. The email channel will not be ready for that address until the required DNS records are verified again. Before changing the address, make sure you can update DNS for the new domain or subdomain. If participants already use the old address, plan the switch so you do not miss new messages during verification.

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If verification is still pending

If a status remains Pending after you refresh, check the record in your DNS provider:
  • The Host and Value match the setup panel.
  • The Priority is added for records that show one.
  • The record was added to the correct domain or subdomain.
  • Your DNS provider has had enough time to publish the change.
If the records look correct but the status still does not verify after 48 hours, contact LDT support with the sender address and a screenshot of the DNS records you added.