How to Set Up Email Integration (Custom Domain)

Before setting up email integration, make sure you have:

• A domain you own (e.g., support.yourcompany.com or yourcompany.com)
• Access to your domain's DNS settings at your domain registrar or DNS provider
• Owner or Admin role in Converge

How it works: Customers email your support address (e.g., [email protected]). Emails appear as conversations in Converge. When you reply, customers receive emails from your branded address.

Note: This integration uses your own domain. If you want to use a Gmail/Google Workspace address instead, see How to Set Up Gmail Integration.

In Converge, go to Settings → Platforms → Email.

Enter your domain: This is the domain that will receive emails (e.g., support.yourcompany.com or just yourcompany.com).

Enter your from address: This is the email address customers will see when you reply (e.g., [email protected]).

Click Connect Domain. Converge will generate the DNS records you need to add.

Important: Don't close this page yet — you'll need the DNS records shown in the next step.

What are MX records? MX (Mail Exchange) records tell email servers where to deliver mail for your domain. You need to point them to Mailgun's servers.

Add these two MX records:

Provider-specific instructions:

Tip: Some providers use @ for the root domain, others require you to leave the Name field blank. Check your provider's documentation if unsure.

What are these records?

• SPF (Sender Policy Framework): Tells email servers that Mailgun is authorized to send email on your behalf
• DKIM (DomainKeys Identified Mail): Adds a digital signature to your emails to prove they haven't been tampered with

The exact values for these records are shown in Converge after you connect your domain. Copy them exactly as displayed.

Adding a TXT record:

1. In your DNS provider, click Add New Record
2. Select TXT as the record type
3. For Name/Host: Use the value shown in Converge (often @ for SPF or a subdomain for DKIM)
4. For Value/Content: Paste the full text string from Converge
5. Save the record

Important: Copy the entire value including any quotes. Some providers require quotes around TXT values, others add them automatically.

DNS changes don't take effect immediately. They need to propagate across the internet.

Typical propagation times:

• Cloudflare: 1-5 minutes
• GoDaddy: 15-30 minutes
• Namecheap: 30 minutes to 2 hours
• Other providers: Up to 48 hours

How to check: You can use online tools like MXToolbox to verify your MX records are visible.

Tip: If you just added the records, wait at least 15-30 minutes before clicking "Verify DNS" in Converge.

Back in Converge's Email settings, click Verify DNS.

Converge will check if your DNS records are correctly configured. Each record will show a status:

• ✓ Valid (green): Record is correct
• ⚠ Unknown (yellow): Record not found yet — wait longer or check for typos
• ✗ Invalid (red): Record exists but has wrong value

Once all records show Valid, click Enable to start receiving emails.

Test it: Send an email to your support address from a personal email account. It should appear in your Converge inbox within a minute. Reply from Converge and verify the customer receives your response.

DNS records not verifying?

• Wait longer — some providers take up to 48 hours
• Check for typos in the values you entered
• Remove any extra spaces before or after values
• Some providers auto-append your domain to the Name field — if your domain is example.com and you entered @.example.com, it might become @.example.com.example.com

Emails not arriving in Converge?

• Verify the integration is enabled (green status)
• Check that MX records point to Mailgun, not your old email provider
• If you had existing MX records, delete them first

Replies not being received by customers?

• Check that SPF and DKIM records are valid
• Look in the customer's spam folder
• Verify the "From Address" in Converge matches your domain

Still having issues? Contact us at [email protected].