Out of the box, inbox replies send from your-company-slug@mail.helpbento.com with " via HelpBento" appended to the sender name. Connecting a sending domain you own lets replies go out as support@mail.yourcompany.com (or any mailbox name you choose) with your name shown exactly as you typed it.
You need to be an owner or admin, and the email inbox must already be on (see Enable the inbox & receive support emails).
Connect the domain
The sending-domain card appears in two places: Settings > Domains under Sending email, and at the bottom of Settings > Inbox. Either one works.
- In Your sending domain, enter a subdomain you control, for example
mail.yourcompany.com. - In Mailbox name, enter the local part of the address (the default is
support). Letters, numbers, dots, and dashes only. The helper text previews the full address, such assupport@mail.yourcompany.com. - Click Connect domain.
Add the DNS records
After connecting, the card lists the records to add at your DNS provider, each with a copy button. You will see a mix of these types:
| Type | Purpose |
|---|---|
| TXT | SPF authorisation and the DKIM signing key |
| MX | Return-path handling for bounces |
| CNAME | Used by some providers in place of a TXT record |
Add each record with the exact name and value shown. Verification runs automatically once the records are live, and usually completes a few minutes after they propagate. Click Check status to trigger a check straight away.
Verification states
| Badge | Meaning |
|---|---|
| Awaiting DNS | Records have not been detected yet |
| Verifying | Records found; the provider is confirming them |
| Action needed | Verification failed; the card shows the error to fix |
| Verified | Replies now send from your domain |
Once verified, the card reads "SPF, DKIM and return-path records are all passing" and shows the exact sender, for example "Acme Support <support@mail.yourcompany.com>". Use Check again to re-run a health check at any time.
The reply identity
Under the domain card you will find the two fields that make up the sender:
- Reply-from name: the display name customers see. On the shared HelpBento domain, " via HelpBento" is appended automatically; on your own verified domain it is used verbatim.
- Send from: read-only. It shows the mailbox name you chose plus whichever domain is currently in use.
How the sender is chosen
Replies always send from the highest tier that is available:
| Tier | Sender | When |
|---|---|---|
| 1 | mailbox@your-domain | Your own domain is connected and verified |
| 2 | your-company-slug@mail.helpbento.com | No verified domain (the default for every company) |
| 3 | support@helpbento.com | Last resort, only if the shared domain is unavailable and your company has no inbox address; not expected once the email inbox is on |
The From address is cosmetic: customer replies are routed through a per-conversation Reply-To address on inbound.helpbento.com, so they thread back correctly no matter which tier sent the message.
Remove the domain
Click Remove (or Remove domain while it is still pending). The domain is deleted from your configuration and replies immediately revert to the shared mail.helpbento.com tier. You can reconnect it later, which starts the DNS verification again.