Custom Email

A guide to setting up and integrating a custom email domain with Botgenuity's AI chatbot platform for enhanced branding.


In today’s digital landscape, presenting a consistent brand image is key to building customer trust and recognition. Utilizing a custom email domain with your AI chatbots is a powerful way to maintain this consistency, especially for notifications and communication. This section offers the foundational understanding required for integrating your brand's custom email domain with the Botgenuity platform, ensuring all communications emanating from your chatbots resonate with your brand’s identity.


Before initiating the setup of your custom email domain on the Botgenuity platform, it is essential to ensure that you have met all the necessary conditions to proceed smoothly. These foundational elements include:

Ownership of a Custom Email Domain

Confirm that you possess a domain intended for email communication that accurately represents your brand. This domain will be used for sending out notifications from your chatbot.

DNS Settings Access

Have full access to your domain's DNS settings. This access is typically provided by your domain registrar or hosting provider, and it's critical for configuring the email service records.

Familiarity with DNS Management

While Botgenuity aims to streamline the process, a fundamental understanding of DNS management, particularly regarding MX records, SPF records, and DKIM keys, will be advantageous when setting up your email domain. These records are vital for ensuring that your emails are delivered securely and efficiently.

With these prerequisites in place, you're ready to start the setup process, aligning your chatbot communications with your bespoke branding and providing a trusted touchpoint for your audience.

Configuring Your Email Domain

To establish a custom email domain for your chatbots, Botgenuity simplifies the process with a sequential setup. Here's how to configure your domain to seamlessly integrate with our platform:

Accessing Custom Email Settings

Log in to your Botgenuity account and navigate directly to the ‘White Label’ section located in the workspace side menu. From there, select the ‘Custom Email’ submenu to commence the integration of your custom email domain with the platform.

Entering Your Custom Email Domain

In the Custom Email section, input the custom email domain you intend to use for your chatbot communications. Ensure you type it carefully to avoid errors during the verification process.

Accessing Provided DNS Settings

Once your custom email domain is entered, Botgenuity will present you with the DNS records required for configuration. The records will typically include:

  • MX (Mail Exchange) Records: Directs mail to an email server and ensures your brand's emails reach their destination.
  • SPF (Sender Policy Framework) Records: Validates outgoing emails from your domain, helping to prevent email spoofing and spam.
  • DKIM (DomainKeys Identified Mail) Records: Provides an encryption key and digital signature that verifies that the email messages are not forged or altered.

Updating DNS Records at Your Domain Registrar

Armed with the DNS information, sign in to your domain registrar’s control panel. Here, you’ll add or edit DNS records provided by Botgenuity to the respective sections within the DNS management or settings area.

Verifying DNS Records on Botgenuity

Return to your Botgenuity account and press the "Verify DNS Records" button in the Custom Email section. This will start the verification process, whereby Botgenuity checks if the DNS records have been set correctly.

Automatic Verification Process

After you’ve initiated verification, Botgenuity will continuously attempt to verify the DNS records for up to 72 hours. You don’t need to stay logged in; the platform will handle this autonomously.

Verification Outcome

If all goes well, your custom email domain will be verified and activated without further intervention. In case of an error or if the verification process exceeds 72 hours without success, Botgenuity will communicate this to you, along with guidance on resolving any issues.

With verification complete, your custom email domain is fully integrated into the Botgenuity system, ready to enhance your chatbots' communication with consistent, professional branding.

Setting Up an Email Address on Your Custom Domain

Once your custom email domain is verified and activated on Botgenuity, utilizing individual email addresses on this domain is the next step towards complete customization of your chatbot communications. The platform allows you to set up specific email addresses that represent your brand effectively. Here's how you register an email address with Botgenuity:

Registering the Email Address

Navigate back to the 'Custom Email' settings page on your Botgenuity account. Under the DNS settings section, you'll find a "+" button, typically used to add new information or settings. Click this button to open the email registration dialog.

Specifying Email Details

In the dialog that appears, you will be prompted to provide details for the email address you intend to use:

  • From: This is the specific email address you want to use (e.g.,, which will display as the sender in all outgoing emails from your chatbot.

  • From Name: This field allows you to enter the name that will be displayed in conjunction with your email address (e.g., Your Company Support), providing clear identification to the recipients.

  • Reply-To: Here, you specify an email address where you'll receive replies — it might be the same as the 'From' address or a different one depending on your desired email routing and management.

Saving the Configuration

After filling out the 'From', 'From Name', and 'Reply-To' fields, review the information to ensure accuracy, and click the "Save" button to complete the setup process.

Activation for Use in Communication

With the email address now registered and saved, Botgenuity will use it as the sending address in all communications and notifications sent by your chatbots. This will appear in various automated emails, such as notifications about new leads or system alerts, solidifying your brand's presence through consistent, professional email communication.

Remember to set up any necessary email inbox or forwarding rules with your email provider to handle incoming replies or inquiries effectively. This added layer of customization enhances the overall user experience by ensuring a smooth and branded communication flow from your AI chatbots.