Custom Email Domain allows you to send appointment-related emails from your own branded domain instead of the default noreply@eventcadence.com. This feature helps you maintain brand consistency while leveraging our email infrastructure and ensures your emails reach recipients' inboxes reliably.
How It Works
When you set up a custom email domain, your appointment emails will be sent from an email address you own (such as events@yourcompany.com). The setup process uses Twilio SendGrid's Single Sender Verification to verify your domain ownership and establish proper email authentication.
Setup Process
Request Setup - Contact your Customer Success team with your desired sending email address (e.g., events@yourcompany.com)
Receive DNS Configuration Instructions – Event Cadence will provide your team with three CNAME DNS records, including the specific hostnames and values that need to be configured.
Configure DNS Records - Your IT team will add the required DNS records to your DNS provider:
CNAME record for domain verification
CNAME record for DKIM authentication
Note: The Sendgrid instructions includes a TXT record for DMARC, which reads your existing org's DMARC policy. Changes to your DMARC are not necessary.
Confirmation - Once verification is complete, notify your Customer Success representative, and we'll activate your custom noreply email
Go Live - Your custom email domain will be active for all outbound event emails
System Architecture
Requirements
Domain Ownership: You must have full control over the domain you wish to use
DNS Access: Your IT team needs access to modify DNS records
Single Platform Usage: The domain cannot be used for custom email sending with multiple platforms simultaneously
Implementation Time: Approximately 3 days from start to completion
DNS Record Maintenance: All required DNS records must remain in place for the feature to continue functioning
Benefits
Brand Consistency: Emails come from your domain, reinforcing your brand identity
Improved Deliverability: Properly authenticated emails are more likely to reach recipients' inboxes
Professional Appearance: Recipients see your company domain instead of a third-party sender
Reply Management: Replies can be configured to route to specific mailboxes within your organization
Best Practices
Maintain DNS Records: Ensure all DNS records remain in place; changes may require re-verification
Handling Email Replies
Your custom sending email address does not technically need an active mailbox to send emails through Event Cadence. Once your domain is authenticated, emails can be sent successfully even if the specified address (e.g., events@yourcompany.com) does not exist as a mailbox.
However, please consider how recipients may interact with these communications.
Although Event Cadence notifications are marked as automated messages, recipients can still click Reply. If the sending address does not have a mailbox configured to receive messages, their replies may fail, resulting in automated delivery failure notifications. These notifications often contain technical error messages that can be confusing to recipients.
Recommended Configuration
We recommend using an email address that can receive incoming messages, particularly for appointment-related communications where recipients may have questions, request changes, or need assistance.
Your organization can configure a dedicated mailbox for this purpose or create an email alias that forwards incoming messages to an existing mailbox managed by your team.
This helps ensure that:
Recipients do not receive confusing delivery failure notifications when replying.
Important appointment-related questions or requests are not lost.
Your organization can manage incoming responses according to its internal processes.
While an active mailbox is not a technical requirement for sending emails through Event Cadence, we strongly recommend configuring one to provide a better experience for your recipients.