You might prefer your survey invitation emails (and other emails sent through CustomerGauge) to come from your own email sending domain rather than our standard email@example.com, firstname.lastname@example.org, or email@example.com, ones – depending on the region of your platform.
In order to do that, you will need to complete the following steps (some on your side, and some on our side, by opening a support ticket with our support team) in order to set up the authorization declaration that SES/CustomerGauge is a legitimate sender for your domain.
IMPORTANT NOTE: Before getting started on the process below, you would most probably need to contact the Tech Support of your DNS registrar or web hosting service for assistance with these actions, or at least let them know what you're planning on doing so they know some action items will be coming their way, as the steps involve editing the DNS records of your domain, as well as creating a new subdomain for this purpose if one doesn't already exist. Reach out to your IT team if you're unsure who to contact about this.
CUSTOMER: Please let us know the subdomain (e.g. @surveys.my-company.com) you want to use, and the email address on that subdomain you want to use as the sender (e.g. firstname.lastname@example.org). As you will want to also set up an SPF record per steps 3 and 6, we recommend reading this article as well. You can let us know this by opening a support ticket.
Note: We didn't mention the ability to use your top-level domain (e.g @my-company.com). This is explained in further detail in the article about SPF (also linked above).
CUSTOMERGAUGE: We will then add that subdomain to the Verified Identities list of our AWS SES account.
CUSTOMER: We ask you to update your DNS records as described in an attached CSV file (it is generated and provided to you after we receive the necessary information from Step 1 and complete Step 2 on our end). We also strongly recommend adding, or updating an existing, SPF record on your DNS as described here. Please confirm with us once you have completed this step.
CUSTOMERGAUGE: Once you confirm you have made the DNS changes, we validate those changes from our AWS SES account. Due to the nature of DNS, this can take up to 72 hours.
CUSTOMERGAUGE: If validated successfully, we add the new sender address (with the new domain) in our Admin Panel. All records uploaded after that will start using the new sender address. You may also start using the new sender address in manual campaigns, such as "Thank You" emails.
CUSTOMER: If you notice some email addresses bouncing that hadn't bounced before after making this change, then the recipient organization may have some anti-spoofing filters in place. Please also check your SPF setup as described above.
As you can see, steps numbered 1 and 3 (and in some cases, 6) are the most important on your end, and the rest of the configuration would happen on the CG end.
IMPORTANT NOTE: Please ensure that you do not add or change MX records in your DNS. Doing so could leave your email system unable to receive messages.
IMPORTANT NOTE: If you change to your own sending domain, the Direct Replies report offered by CustomerGauge will not populate, and instead, any replies to the email will be sent to the inbox you specified when giving us the sender email in Step 1. In many cases, you may find that these types of emails are better handled in an inbox. Therefore, you should be aware that whatever sending domain/address you chose in Step 1 should be monitored, in the event that people reply directly to the survey email.
If you would like to discourage people from replying to the email, we recommend using an email address that contains the words "no-reply," such as "email@example.com".