Email Domains
Sync different email domain inboxes with incoming and outgoing tickets.
Email domains are the custom address domains or subdomains (e.g. acme.com or mail.acme.com) that live agents use to reply to ticket emails. Without a configured domain, emails are sent and received from a default support@v3.proto.cx address.
Go to Settings → Teamspace → Email Domains.
Add an email domain
Select Create Email Domain.
Set the creation-only options:
Domain
The domain or subdomain for sending and receiving emails, e.g. acme.com or mail.acme.com.
Automatic security
Enable — uses CNAME records; works for subdomains only. Disable — uses MX and TXT records; best for root domains.
Select Create.
To add a domain icon, select Create Email Domain, choose Upload Icon, then select Create.
Set up DNS records
Select an email domain from the table to open its settings. In the Installation tab, view the required DNS records and their verification status. Select Verify to run a new check.
DNS records provided by Proto AICX must be added to your domain host's DNS settings to enable secure email routing.
Popular hosts like GoDaddy and Namecheap automatically append the root domain to record values. Enter just the subdomain portion (e.g. mail, not mail.acme.com). Use @ to represent the root domain.
Configure email addresses
Once the domain is verified, the Email Addresses tab is enabled.
Add an address
Go to the Email Addresses tab.
Select Create Email Address.
Configure the options:
Domain
The actual email address.
Name type
The name associated with the address.
Create tickets from emails
When on, new tickets are created from inbound emails not linked to an existing ticket.
Select Create.
Existing email addresses cannot be modified.
Delete an address
Go to the Email Addresses tab.
Select one or more addresses from the table.
Select Delete email addresses and confirm.
Delete an email domain
Select the email domain from the table.
In the opened subpage, select Delete Email Domain and confirm.
DNS examples
Namecheap
Namecheap automatically appends the domain name to record values. Enter only the subdomain portion — not the full domain (e.g. enter mysubdomain, not mysubdomain.company.com). Use @ for the root domain. MX records go in a separate section.
AWS Route 53
Do not include the full domain in the Record name field. To route traffic for the root domain, leave the field blank (it defaults to the hosted zone name). For a subdomain like www.example.com, enter only www. All record types (MX, TXT, etc.) are in the same section.
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