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Queues & Email: Set up and manage custom domains for email sending

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By default, the Receiving Email Address for a queue is used as the sender for your outgoing messages. However, you can also use a custom outgoing email address. With this option, outgoing emails will be sent from LibAnswers' servers while displaying an email address from your institution's domain as the sender (rather than your queue's @yourlibrary.libanswers.com email address). This can help your patrons more easily identify your LibAnswers emails as belonging to your library.

To use a custom outgoing email address, you must first verify and authenticate the custom domain to be used. Once the domain has been authenticated it can be used as the domain for the custom outgoing email address for any of your queues.

Authenticate a new custom domain

In order to set up and use email addresses on your custom domain, you must first verify and authenticate your domain in LibAnswers to allow LibAnswers to act as a permitted sender for your domain. 

To authenticate a new domain:

  1. Go to Admin > System Settings.
  2. Click on the Email tab.
  3. Click the Add Domain button.
clicking the Add domain button for a new domain
  1. On the Add Sending Domain modal, enter the Domain name that you want to use in LibAnswers.
  2. Enter the Verification Email Address that will be used to verify the domain.
    • The email address entered must be on the domain you entered for the previous step.
  3. Click the Submit for Verification button to move to the verification step.
    • A verification email will be sent to the address you entered within a few minutes that contains an authentication code. Copy the code in the email you receive and return to LibAnswers.
enter the domain and email for verification of the domain
  1. Enter the code provided in the verification email in the Verification Code field.
    1. If you need to have the code resent to your verification email address, you can click the Resend Code button.
  2. Click the Verify button.
enter the verification code for the domain
  1. After verifying the domain, open a separate browser window/tab, navigate to your domain provider's website, and find your domain's records.
    • Note: You will likely need to work closely with your IT department to complete this step and those that follow. 
  2. Set the SPF record for the domain being authenticated (it will be listed onscreen in LibAnswers) with the value provided.
  3. Set the DKIM record listed onscreen, using the value provided.
  4. After confirming the above values in your domain's records and allowing the changes to fully propagate, you can click the Authenticate button to complete the domain verification process.
    • It can take up to 48 hours for the records added above to fully propagate out.
adding the spf and dmarc values for the domain
  1. Once the domain has been authenticated, you will see its status changed to Authenticated on the Emails tab.
example of an authenticated domain
Domains that can be used for email sending will be listed with an "Authenticated" status.

Manage custom domains

For domains that you have authenticated to use with LibAnswers (and for those that you are in the process of authenticating), you can view and manage them on the Admin > System Settings > Email tab.

  1. The default domain—the domain of your LibAnswers site—will be listed first and cannot be deleted.
  2. Domains that are awaiting authentication—having added records for LibAnswers in the domain's records and waiting for those changes to propagate out—will be listed as Not Authenticated and include an Authenticate button allowing you to return to that step in the domain authentication process.
  3. If you no longer need to use a domain for email sending in LibAnswers, click the Delete () icon for the domain.
options for managing custom domains