Can I customize the email sender address?

Yes. You can configure a custom from-address for outbound Simple Chat email—including support replies, proactive outbound messages, and automated mail such as chat transcripts—so customers see your brand, not a generic sender.

Proper authentication is supported so messages are more likely to reach the inbox.

What you can customize

In Email settings you can set up:

• The from-address customers see (for example support@yourbrand.com).
• DKIM authentication via DNS records Simple Chat provides.
• Verification steps that confirm your domain or forwarding path is correct before you go live.

Deliverability depends on DNS being correct—treat Email settings as part of launch checklist, not an afterthought.

Recommended setup flow

1. Open Email in Simple Chat from Shopify Admin.
2. Choose your setup path (forwarding, subdomain, or custom domain) based on how you already handle support mail.
3. Add the DNS records the settings screen lists (DKIM and related verification).
4. Wait for verification to pass in the app—do not announce the address until checks succeed.
5. Send test inbound and outbound messages; confirm headers show your brand address and mail lands in inbox on major providers.

The in-app guide is the source of truth for which records your specific configuration needs.

Why DKIM matters for merchants

Without authentication, even legitimate support mail may land in spam—hurting response times and making customers think you never replied.

DKIM tells receiving providers your messages are authorized for your domain. Combined with a consistent from-address, it supports:

• Higher trust for AI and staff replies.
• Better delivery for transcript and outbound emails.
• A professional experience aligned with your storefront brand.

If you change domains or DNS hosts, revisit Email settings and re-run verification before high-volume periods like BFCM.