Connect email

Open Settings → Channels → Email and click Connect Domain. In step 1 you enter your Domain name, and in step 2 you choose how you manage email for that domain:

• Google Workspace (Gmail, Google Workspace): you sign in with Google. OAuth.
• Microsoft 365 (Outlook, Exchange Online): you sign in with Microsoft. OAuth.
• Other provider (Zoho, Fastmail, self-hosted, etc.): you verify the domain by adding DNS records.

Once a domain is connected, it appears on the Email Domains page. Add Address (OAuth) does not connect a new domain: it adds another mailbox to a domain that is already connected.

This page covers connecting. For what the Email Domains page shows, how emails become tickets, sender names and signatures, see Email.

Which option should I choose in step 2?

Choose the option that matches where your domain’s email is hosted. The dialog puts it this way: “Google/Microsoft connect via OAuth. Others use DNS verification.”

How do I connect a Google Workspace or Microsoft 365 mailbox?

Click Connect Domain, enter your domain, choose your provider and sign in with the support mailbox.

The mailbox you sign in with must be on the domain you entered. If it is not, Robylon shows Domain mismatch: “The signed-in account’s domain doesn’t match the domain you’re connecting.” If the sign-in fails or does not finish in time, the dialog returns to step 2 so you can try again.

How do I add another mailbox to a domain I already connected?

Click Add Address (OAuth) on the domain’s card and sign in with the other mailbox. You do not go through Connect Domain again.

Add Address (OAuth) appears on domains connected with Google Workspace or Microsoft 365.

How do I connect a domain with another email provider?

Enter your domain, choose Other provider, add the DNS records Robylon gives you, and add addresses once the domain is verified.

Add Address (DNS) appears only once the domain’s DNS records are verified.

What DNS records do I need to add?

You add three DKIM records, one SPF record and one DMARC record. Copy the exact values from Domain Settings → DNS Records, because the DKIM values are unique to your domain.

Why is my domain not verified yet?

The most common reasons are that the DNS records have not been published yet, or that a record was copied with an extra character or the domain repeated in its name.

• Wait and check again. Most DNS providers publish changes within minutes, but it can take up to 48 hours. Click Verify Now in Domain Settings → DNS Records to check again.
• Check the record names. Some DNS providers add your domain to the name automatically. If you type abc._domainkey.yourcompany.com into one of them, the record becomes abc._domainkey.yourcompany.com.yourcompany.com and will not match. Enter only the part shown in Robylon.
• Check for a second SPF record. Two SPF records on one domain make both invalid.

You cannot add email addresses with Add Address (DNS) until the domain is verified.

What do I do if a mailbox stops syncing?

Click Reconnect on the address’s row and sign in again. When an address connected with Google Workspace or Microsoft 365 stops syncing, for example when its sign-in expires or access to the account is revoked, its status changes to Failing or Disconnected and the domain’s card shows how many addresses are failing. Teammates can also get an Email address failing notification, set in their notification preferences.

How do I send notification emails from my own domain?

The Email domains tab connects a domain so that Robylon can send notification emails from your own email addresses instead of a Robylon address. As the tab puts it: “Authenticate your domain to send notifications from your own email addresses.” It does not receive customer email.

Open it from Settings → General → Brand Info → Email domains. Click Connect Domain to start the same two-step Connect Email Domain flow used for the support mailbox: enter your Domain name, then choose Google Workspace, Microsoft 365 or Other provider. The steps and DNS records are the same as on this page.

Once connected, the domain’s card shows:

• Status: OAUTH for a domain connected by signing in, DNS PENDING while its DNS records are being checked, and DNS VERIFIED once they are found.
• Senders: the addresses you can send from. Use the card to add another sender, set the default sender or remove one.
• DNS Records: the records to add at your DNS provider, with Verify to check them again.
• Unlock domain-wide sending: on a domain connected with Google Workspace or Microsoft 365, Add DNS records lets you send from any address on the domain without connecting each one.
• Disconnect: removes the domain. You need to connect it again to send emails from it.

You can connect one domain on this tab. To use a different domain, disconnect the current one first.

Addresses connected here can be picked in the From list when a workflow sends an email, under CUSTOM DOMAIN. See Talk blocks.

How is the notification domain different from the support mailbox?

They are two separate connections with separate lists. A domain connected in one does not appear in the other.

To connect the support mailbox your customers write to, use Settings → Channels → Email, as described above. See also Email.