Connect your email domain
Send replies from your own address and route incoming email to the correct team without replacing your current email service.
Add your sending domain
In Message.com, open Settings → Tickets → Sending domains, or choose Reply from your own address in onboarding. Add the domain you own. Registration starts verification; it does not create a new mailbox.
Add the required DNS records
Choose your DNS provider and use automatic setup when available, or copy the exact records shown in Message.com into your provider’s DNS settings. Copy type, host, value and priority. Do not replace the MX records that currently receive mail for Google Workspace, Microsoft 365 or another mailbox provider. Sending verification uses the displayed signing and return-path records.
Check verification
Select Check verification. Message.com shows each required record and whether it has been verified. DNS changes can take time to become visible. If a record remains pending, compare its full host and value with your provider’s saved record. Do not keep registering the same domain.
Give each department its reply address
Add an existing address such as [email protected], choose the department that handles it, and save. Repeat for other department addresses. Message.com displays the forwarding destination for each. These reply identities do not create mailboxes at your email provider.
Forward incoming mail
At your current email provider, create a forwarding rule from each address to the destination shown for that department in Message.com. Complete any forwarding confirmation your provider requires. Verifying sending DNS alone does not forward incoming messages.
Test both directions
Send a test from an external email account to the department address. Confirm it appears in the correct Message.com Inbox queue, reply there, and check that the external account receives it from the intended address. If incoming mail is missing, check forwarding; if replies fail, check sending-domain status and delivery details.
Keep your existing mail service working
Use the exact records displayed for your domain. Do not copy DNS values from an unrelated tutorial, assume a DKIM selector, or replace existing inbox MX records. Avoid duplicate conflicting records at the same host. Your email provider remains responsible for the mailbox and forwarding rule.
Automate the setup
See /developers/rest-api/email-domains for domain registration, DNS status and verification, and /developers/rest-api/inbound-addresses for department reply identities. Use an admin session on your server; never expose that token in a public website.