I am in the process of setting up a custom From email for a survey, so that it has my client's email address when it is viewed by a survey recipient. In the past, the change to the MX record was not a requirement, and changes to the DKIM and SPF were the only elements needed to make this work. However, as of May 10, 2022, Qualtrics is requiring a change to the MX record, which my IT Director has explained can violate privacy issues because any incoming emails to my client (via their domain name) would be routed to and/or through Qualtrics. Has anyone else dealt with this issue? I am not a techie, and have trouble explaining to my client the possible concerns. I am wondering if anyone else has had to deal with this issue and what can be done?
AWW15 ,
I am going through this process now with the custom From domain and for our set up for some reason it didn't require the MX set up. Have you attempted to set it up? I am working with my IT team, and even though we did this this week (Sept. 2022) we are not seeing it as a requirement.
Thomas
My two cents: you don't own your client's domain, they do. I would think that they are the ones that would need to set up the MX record for their own domain to be used in Qualtrics to send from. So in thise case, you'd need to provide them all the details/instruction on the steps that need to be undertaken.
I think you misunderstood my original comment. I realize I don't own their domain, and I understand that they have to set up the MX record. I did provide them all the information. I was looking out for their interests, and felt that their email--especially non-survey related email--should not have to go through Qualtrics. So, I advised that they should not move forward with the personalized domain as I worried it could lead to privacy issues. In the past, changing the MX record was not a requirement in order to use a personal domain name.
https://community.qualtrics.com/XMcommunity/discussion/comment/49854#Comment_49854I wonder if Qualtrics changed it back? I didn't end up going through with it because I was concerned for my client's privacy. Changing the MX record would require all emails--even non-survey related emails--to first go through Qualtrics. I didn't think that was appropriate.
AWW15 ,
I wonder if we are understanding the same thing the same way. When you create a "custom email domain" in Qualtrics, you can create a new "@" domain such as
feedback.companyname.com
When you do this, you can then create email addresses based on this domain name
Surveys@feedback.companyname.com
Then in the survey email distribution area, you can designate who the survey is coming from. When this is provisioned correctly, the email will look like its coming from your company and it will be sent from your company but it just won't contradict the Qualtrics system. Thus when email invites go out from Qualtrics they will be coming from your company, just as if your company sent the email. This is the purpose of custom email set up, to reduce email deliverability issues and to ensure that more of the invites end up in inboxes, and not spam boxes.
Is this helpful?
Yes, that is what I was trying to do. I know how to do it, but Qualtrics changed the requirements. Thank you for responding.
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