SPF & DKIM Support

Updated 2 weeks ago by Luci Furtun

If you have some customers complaining that they didn't receive your email or that it arrived in their Spam/Junk folder, then you're in the right place! Even if no one is complaining, it's a good idea to be one step ahead and set up SPF (Sender Policy Framework) just in case.

Please just keep in mind that if you're using our Gmail or Outlook native integration, then you don't need to follow these guidelines, since Gmail and Outlook set it up for you. However, this is really important if you have an email integration that was set up via forwarding.

How it works

First, to understand why those emails arrive in the spam folder, we need to look at how we send emails through Gorgias. Suppose you added an email Integration, your address is support@acme.com, and you want to send an email to customer@gmail.com.

What happens when you click 'Send' in Gorgias is this:

  1. We contact the Gmail email servers and tell them that we want to send an email to customer@gmail.com.
  2. Gmail says: Fine, that email address exists on our servers, but who is the email from?
  3. Our servers say: It's from support@acme.com.
  4. Gmail: Ok, but how do I know that you have the right to send emails from support@acme.com - what if you're a spammer?

To answer that last question, we have to somehow prove that we're allowed to send emails on behalf of acme.com email addresses. That is where SPF comes in. SPF is a simple mechanism that uses a DNS record on your domain to answer that exact question, which is to say that the IP addresses of gorgias.com servers are allowed to send an email on behalf of acme.com.

Setup instructions

In order to set up SPF and DKIM, you have to be able to change the DNS records of your domain. The process of setting up a DNS TXT record is different for different domain registrars so here are the instructions for several major ones:

To verify your domain go to any email integration and choose "Domain Verification" tab. If the domain is not present already, click "Add Domain". After the domain was successfully created, please set up the DNS records as presented on the page.

Note that DNS propagation can take up to 72 hours. We are going to check the configuration once per hour and when the DNS records are in place we are going to automatically use the new domain to send emails for that specific integration.

Gmail & Outlook

If you're using our Gmail or Outlook native integration, then you don't need to verify your domain, since Gmail and Outlook will do it for you. But in case there is any outage on Gmail or Outlook side, we will still try to send the email using our system so it would be good if the domain is verified for this case. Also, for Gmail, we have the option to disable email sending and in this case we recommend to go through the domain verification steps above.


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