Send Replies from Your Own Domain Without Landing in Spam (DNS, SPF, DKIM, DMARC)
When your team replies to a customer from the Message Centre, the reply is sent by email. By default it comes from a QrX address. You can also send replies from your own domain, so customers see your shop's address and your emails keep a good reputation with Gmail, Outlook and other providers.
Default: Replies via QrX
Replies are sent from "<sender name> via QrX" <[email protected]>.
These emails are authenticated and DKIM aligned, contain no tracking, and include an unsubscribe link.
The sender name is set per sales channel in Support > Email with the Sender name field. By default it is the channel name.
With Your Own Domain
After setup, replies go from "<sender name>" <[email protected]>, signed with DKIM for your own domain.
In every case, the Reply-To points to a secure QrX reply address. When the customer answers, the answer lands in the same conversation in the Message Centre.
SPF, DKIM and DMARC in Plain Words
SPF is a list in your DNS of the servers that may send email for your domain.
DKIM is a digital signature on each email. The receiving provider checks the signature against a key published in your DNS, which proves the email really comes from your domain and was not changed.
DMARC is a DNS record that tells providers what to do with emails that claim to be from your domain but fail SPF and DKIM, and where to send reports. Gmail and Yahoo expect bulk senders to have one, and it protects your domain against spoofing.
Emails that pass these checks are much less likely to land in spam. The setup below creates the DKIM and sending records for you. We recommend that your domain also has a DMARC record; if you do not have one, ask whoever manages your DNS to add one (a monitoring policy such as p=none is a safe start).
Set Up Your Own Domain
Open the Message Centre and go to Support > Email, then open the own domain setup for the sales channel.
Enter your domain (for example yourshop.com) and the From address (for example support).
QrX creates the domain authentication with our email provider SendGrid and shows the DNS records you need (CNAME records), each with a Copy button.
Add these records at your DNS provider (for example your domain registrar, Cloudflare or your hosting company). Copy the name and value exactly.
Back in PortalX, press Verify. DNS changes can take from a few minutes up to several hours to become visible. If verification fails, wait a while and press Verify again.
Once verified, replies for that channel go from your own address.
Advanced: Receive Replies on a Subdomain
Optionally you can use a subdomain (for example help.yourshop.com) for the reply address. Add an MX record for that subdomain pointing to mx.sendgrid.net, then press Verify MX. Use a subdomain that you do not use for any other email, because the MX record sends all its mail to QrX.
Common Problems
Verify keeps failing: check that the records were added exactly as shown. Some DNS providers add your domain to the name automatically, which results in a doubled name (for example s1._domainkey.yourshop.com.yourshop.com); in that case enter only the first part of the name. On Cloudflare, set the CNAME records to DNS only (not proxied).
Replies still land in spam: make sure the domain is verified, add a DMARC record, and check that your SPF record is valid (a domain can have only one SPF record).
Customers see "via QrX": the own domain is not verified yet for that channel, so the default QrX sender is used.
When to Contact Our Support Team
Contact QrX support if Verify still fails a day after you added the records exactly as shown, or if verified replies from your domain keep landing in spam.