An outbound domain is the domain Pleased uses when your agents email customers. If your outbound domain is yourcompany.com, replies leave Pleased from an address such as support@yourcompany.com rather than from a generic Pleased address.
An outbound domain must be verified before agents can reply to email tickets or send email to customers at all.
Each brand has one outbound email domain.
Before you begin
You need:
- The Channel Settings > Email Edit permission.
- Access to your domain's DNS settings, or someone in IT (or your domain provider) who can add records for you.
Step 1 — Add the outbound domain
- Go to Settings > Channels > Email Setup and select Set up emails for the brand.
- Select Add emails.
- Open the Type dropdown and choose Outbound.
- Select Proceed.
- Enter the domain — the domain only, for example
yourcompany.com, not a full email address. - Select the language associated with the configuration.
- Select Save.
Step 2 — Publish the DNS records
Saving the domain generates the DNS records that prove to receiving mail servers that Pleased is allowed to send on your behalf.
- Select Download PDF.
- Send the PDF to your IT team or domain hosting provider.
- Have them add every record exactly as listed to your domain's DNS settings.
DNS changes are not always visible immediately — how long they take depends on your provider.
Step 3 — Test and verify
Once the records are published:
- Return to the outbound setup panel.
- Select Send test email.
Pleased runs the check itself; you do not need to send anything manually. When the domain validates, its status changes to Verified.
How sender addresses are built
When an agent replies to an inbound email, Pleased combines the prefix of the original inbound address with your outbound domain:
Original inbound addressbilling@gmail.comOutbound domainyourcompany.comAddress the reply is sent frombilling@yourcompany.comReply-Tobilling@gmail.com
The Reply-To is set dynamically to the inbound address that originally received the request. When the customer replies, their message is routed back into the same ticket and added to its history — the conversation stays in one place.
Using one domain across several brands
The same outbound domain can serve more than one brand. DNS only needs to be configured and verified the first time the domain is added; when you add an already-verified domain to another brand, Pleased recognises it and skips verification.
Each brand still keeps its own outbound configuration even when the domain is shared.
Troubleshooting
The domain stays on Pending User Action. Check that every record from the PDF was added, that names and values were copied exactly, that they went on the correct domain, that your provider has had time to publish them, and that you selected Send test email afterwards.
Agents cannot reply to email tickets. The brand has no verified outbound domain yet. Replies are blocked until verification completes.