What is DKIM?


With DKIM you can authenticate your communication with your customers. You can digitally sign emails sent from your Freshchat or helpdesk account with your domain name(s) and build your brand identity in all your communication with customers. 


DKIM generates a signature, which is attached to the message while in transit, to verify the authenticity of the message source. This signature is associated with the organisation’s registered domain name. On reaching the destination, if the message has its signature validated, then the source of the mail is verified. This prevents others from sending emails impersonating your organisation and support emails sent by Freshchat on your behalf will not get marked as spam.  


How to configure DKIM in Freshchat?


To set up DKIM you need to first update your DNS records with the Freshchat domain key so that it can be located and used for verifying signatures. The UI and terminology might change across different domain registrars but the setup will remain more or less the same. 


To authenticate your support emails,

1. Login to your Freshchat account as an Admin.

2. Go to Settings > Account Settings > Email Settings > Configure DKIM section.

3. Enter the domain name and click Add. The four CNAMES will be generated.



4. Copy the system generated settings (four CNAME records) to publish/paste in your DNS server/domain provider’s account. This is a one-time configuration step per domain name.



Note

If you have configured the same records for other applications, reach out to Freshchat Support.


To update your DNS records with the Freshchat domain key (In your domain registrar):

  • Login to your domain registrar’s control panel with the credentials used to register your domain name.

  • To change the DNS records, locate and click on the option called Manage DNS, Name Server Management, DNS Management or Advanced Settings.



  • Look for an option to create a CNAME record.

  • Add the values copied from your DKIM configuration in Freshchat into the new CNAME record.



  • The above steps have to be repeated individually for each domain in case of multiple domains. 

  • Once you have completed the setup, you need to verify it in Freshchat. Go back to your Freshchat account (Settings > Account Settings > Email Settings > Configure DKIM section), click Verify against your domain name. 


Note

There could be a propagation delay (maximum 48 hours ) for verification. 


After verification (In Freshchat)

  • Once DKIM is verified for a particular domain, a tick/cross against the DNS settings inside your Freshchat account will indicate the status.                                                                                                                                                                                                 

  • To remove your DKIM settings, click Remove against each domain, which will remove the CNAME records for that domain.