By default, all emails that are generated from within EHQ will be sent from either 'news@engagementhq.com' OR from 'notifications@engagementhq.com'.

The newsletter will come from 'news@engagementhq.com'. ALL other automatically generated emails will come from 'notifications@engagementhq.com'. This includes the 'Account Activation Email', the 'Forgot Your Password Email' and all tool notifications, such as acknowledgment and thank you messages.

In Site > Site Settings > General you can configure the Site email address as well as the Email Sender Name.

The Site email address will be used for any replies to 'news@engagmenthq.com' and 'notifications@engagementhq.com'. This means that when a participants receives an email through the system and replies to that email, the reply will be sent to the Site email address. So even though the initial email comes from ***@engagementhq.com, the reply will arrive in YOUR inbox (site email address).

The Email Sender Name (ESM) is the name that is related to emails from ***@engagementhq.com coming from your site. Depending on the email client / application (Yahoo, Gmail, Outlook, etc.) the ESM will show differently. See images below for how the same email is shown in Gmail vs. Outlook. In this case, this is a notification email from the Q&A tool sent to the participant from the default 'notifications@engagementhq.com' with 'Joe from BTT' as the ESM.

OUTLOOK (2013): ESM shows. The sender's address is not visible.

GMAIL: Both the ESM and the sender's address are visible.

As you can see, even without changing the default email addresses, depending on the email client, you can still configure the site emails so that your organisation's name is showing.

CUSTOMISING THE EMAIL ADDRESS

EHQ also gives you the opportunity to change the sender's email addresses from 'news@engagementhq.com' and 'notifications@engagementhq.com' to whatever email address you want to use. In other words, it allows you to make changes so that the email comes from, for instance,'yoursay@clientname.com'.

PLEASE NOTE: The necessary steps are VERY technical and we strongly recommend you consult with your IT team before venturing down this road. Your IT colleagues will not only be able to help you understand the below instructions, but you will, most likely, need them to set it up for you. In addition, please let us know at 'support@engagementhq.com' should you decide to take these steps so we can make some necessary changes at our end.

Whitelabelling with CNAME Record

This option allows EngagementHQ to send emails on behalf of your email domain. This means EHQ 'pretends' to be your email server when sending emails.
 
You will have to create three CNAME records in your DNS Management Tool. To better visualise this process, we look at it from the example of yoursay.water.fiction.gov.au.

  1. engagementhq.<domain> alias to u2705034.wl035.sendgrid.net
    (in the case of our example, this would be engagementhq.yoursay.water.fiction.gov.au)
  2. s1._domainkey.<domain> alias to s1.domainkey.u2705034.wl035.sendgrid.net
    (in the case of our example, this would be s1.domainkey.yoursay.water.fiction.gov.au)
  3. s2._domainkey.<domain> alias to s2.domainkey.u2705034.wl035.sendgrid.net
    (in the case of our example, this would be s2.domainkey.yoursay.water.fiction.gov.au)

After this has been completed, please let us know as we need to finalise the process from our end. Email us at support@engagmenthq.com.

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