Can I customize the email sender address?

Yes. Support replies, proactive outbound messages, and automated mail like chat transcripts can all go out from a custom from-address, for example support@yourbrand.com, so customers see your brand rather than a generic sender.

The address is half the job; authentication is the other half. Email settings cover both: the from-address itself, DKIM via DNS records Simple Chat provides, and verification steps that confirm your domain or forwarding path is correct before you go live. Deliverability depends on the DNS being right, so treat this as part of the launch checklist, not an afterthought.

The setup flow

1. Open Email in Simple Chat from Shopify Admin.
2. Choose your setup path based on how you already handle support mail: forwarding, subdomain, or custom domain.
3. Add the DNS records the settings screen lists. The in-app guide is the source of truth for which records your configuration needs.
4. Wait for verification to pass in the app before announcing the address.
5. Send test messages inbound and outbound; confirm the headers show your brand address and that mail lands in the inbox on major providers.

Why DKIM matters

Without authentication, even legitimate support mail may land in spam, which hurts response times and leaves customers thinking you never replied. DKIM tells receiving providers your messages are authorized for your domain. Combined with a consistent from-address, that supports higher trust for AI and staff replies, better delivery for transcript and outbound email, and a sender identity that matches your storefront brand.

If you change domains or DNS hosts, revisit Email settings and re-run verification, ideally before a high-volume period like BFCM rather than during one.