Email Routing: Complete Setup

Prerequisites

• Active VersanaCX account with owner access.
• A support email address you want to use (e.g. support@yourstore.com).
• Access to your domain's DNS settings.

Part 1: Inbound Email (Receiving)

Inbound email configuration lets VersanaCX™ receive customer messages sent to your support address.

Choose Your Support Address

Decide which email address customers will write to. This is typically something like support@yourstore.com or help@yourbrand.com.

Configure Forwarding

Set up your email provider to forward incoming messages to the secure inbound endpoint shown in your VersanaCX dashboard. Depending on your provider, this may involve:

• MX record changes
• Email forwarding rules
• Domain verification

Verify Inbound Setup

Send a test email to your support address. It should appear in your VersanaCX Inbox within a few seconds. If it doesn't, confirm your forwarding rules are active and DNS changes have propagated.

Part 2: Outbound Email (Sending)

Outbound email configuration lets VersanaCX™ send replies to customers from your verified domain, so responses come from your own support address rather than a generic address.

Add Your Sending Domain

Go to Dashboard → Settings → Email. Enter the domain you want to send from.

Authenticate Your Domain

VersanaCX™ will provide DNS records to add to your domain provider. These typically include:

• SPF record — authorizes VersanaCX to send email on your behalf.
• DKIM record — adds a digital signature to outgoing emails.
• Domain verification record — confirms you own the domain.

Add these records in your domain provider's DNS settings. Allow time for propagation — this can take a few minutes to several hours.

Verify Outbound Setup

After DNS propagation, the verification status will update automatically in your settings. Once verified, outbound sending is enabled. Send a test reply from your Inbox to confirm delivery.

Troubleshooting

• "Inbound emails aren't appearing." — Check that forwarding rules are active and the correct inbound endpoint is configured. Allow time for DNS propagation.
• "Outbound replies aren't being received." — Verify SPF and DKIM records are correctly configured. Check the recipient's spam folder. Confirm your domain's DMARC policy.
• "Verification is stuck." — DNS changes can take up to 48 hours. If still unverified after that, double-check the records match exactly what's shown in your settings.