Custom domain (forwarding)
Use your own email address with any provider — forward mail into KonvoAI and authenticate your domain to send branded replies.
A custom-domain forwarding connection lets you use your own address — like
support@yourbrand.com — with any email provider. It has two halves:
- Forwarding mail in so messages to your address show up in KonvoAI.
- Authenticating your domain so KonvoAI can send replies as your address.
This is the right choice for branded, high-volume support on a provider that isn't Google.
How it fits together
You forward incoming mail from your provider into your KonvoAI
organization inbox (@mail.konvo.to). KonvoAI
recognizes the original recipient and threads it under your custom-domain
connection. For outbound, you add a few DNS records so KonvoAI is authorized to
send on behalf of your domain.
Setup
Add your address
In Settings → Channels → Email, choose Add email → Forwarding and enter
the address you want to use (e.g. support@yourbrand.com).
There's an option to turn off automatic forwarding — leave it on if you want mail to flow into KonvoAI. Turn it off only if you want to send from this address without routing incoming mail through KonvoAI.
Set up forwarding
Copy your organization's @mail.konvo.to address and add it as a forwarding
address in your email provider's settings. Then click Verify automatic
forwarding — KonvoAI sends a test message and confirms it makes the round trip.
Verification can take a few minutes while your provider processes the forwarding rule. If it doesn't confirm right away, give it a moment and try again.
Authenticate your domain
To send replies from your address, authorize KonvoAI to send on behalf of your domain. You have two options:
- One-click setup — if your DNS provider is supported, KonvoAI can add the records for you after you authorize it.
- Manual records — add the DNS records shown in the setup panel, then click I've added the records. KonvoAI checks them and marks the domain verified once they've propagated.
DNS records
When you authenticate manually, KonvoAI shows the exact records to add. There are three kinds:
| Record | Type | Purpose |
|---|---|---|
| DKIM | CNAME | Signs your outgoing mail so it isn't flagged. |
| SPF | TXT | Authorizes KonvoAI's mail servers for your domain. |
| Receiving MX | MX | Lets your domain receive on KonvoAI's infrastructure. |
Use the values from the panel
The exact host names and values are generated per-domain and shown in the setup panel — copy them from there rather than from any example. DNS changes can take a few minutes (occasionally longer) to propagate before KonvoAI can verify them.
Sending replies
Replies before your domain is verified
You can start receiving and replying as soon as forwarding works — but until
your domain is authenticated, KonvoAI sends replies from your organization's
@mail.konvo.to address with Reply-To set to your real address. Customer
replies still come back to the right conversation; the visible "from" just isn't
your brand yet.
Replies after your domain is verified
Once both forwarding and your domain are verified, replies are sent as your own address. There's also a per-address toggle — Enable outbound messaging from this address — so you can pause sending from a connection without disconnecting it.
Caveats
Outbound is gated on verification
A custom-domain connection can only send as itself when forwarding is verified
and the domain is authenticated. Until then you'll see a "Domain not
authenticated" note, and replies use the @mail.konvo.to fallback described
above.
Keep forwarding alive
KonvoAI periodically re-checks that forwarding still works. If a connection goes quiet for an extended period (no incoming mail for about a week), KonvoAI re-runs the forwarding test to confirm your rule is still in place. If you remove the forwarding rule at your provider, mail stops arriving — re-add it and verify again.
Disconnecting a custom domain
Several connections can share one authenticated domain. If you want to remove a
custom domain, first switch the affected channel's address back to
mail.konvo.to, then disconnect — KonvoAI keeps the domain authenticated as long
as another connection still uses it.
Deliverability
Custom-domain sending depends on your DNS records being correct and staying in place. If you later remove or change the DKIM/SPF/MX records, sending from your address will degrade or stop until they're restored.