Setting up Remove Branding for Tickets

With the Remove Branding add-on, you can customize what your customers see in ticketing emails. To make sure you're set up properly, follow the instructions below.

If you have multiple properties, check to make sure you're viewing the correct one. Hover over the current property name in the upper-left menu to select a new property from the list.

Next, make your way to ⚙️Administration ⮕ Add-ons ⮕ Remove Branding. 

Once you've purchased the Remove Branding add-on, you can customize the following features in the settings.

Note: The Remove Branding add-on is charged per property.

The Email footer branding is a link that appears at the bottom of emails sent via the Dashboard. Every email sent through the Dashboard will have the email footer link. By default, it is set to read "No tawk.to live chat account? Create one for free here" and link to the main tawk.to website at https://www.tawk.to

You can change this text by changing the Title. You can also change the formatting to either bold or italic by surrounding the text with asterisks (*) for bold or underscores (_) for italics. The email footer text is limited to 256 characters.

To change where the link will send the email recipient, change the Link URL.

Here, you can set up your support emails to use your own domain by changing the settings for Sender Policy Framework (SPF) and Domain Keys Identified Mail (DKIM). This helps to prevent spam, detect forgeries, and ensure mail is sent from an authorized server.

Enter the email you want to use as your support email and select the green Next button.

Next, you'll need to set up forwarding for the account. There are links to Gmail, Yahoo and Outlook to help you set the forwarding up correctly based on the email provider you use.

Enter the text in bold ending with @tickets.tawk.to as your forwarding email address.

When you're ready, mark the check box and continue by selecting the green Verify button.

We will then check to verify that email forwarding has been set up correctly.

It can take some time for the verification process, so be sure not to leave the page before you see the result.

If the verification is unsuccessful, select the green Start Over button to go through the three steps again. Keep an eye out for typos. Even the smallest error in the text can lead to an unsuccessful verification.

Once the verification is finished, click the green Done button to view the current settings.

Changing the email will send you back through the verification process.

Changing the sender name will change the name that appears as the sender for each email.

Now that your email forwarding is set up correctly, you can manage the SPF and DKIM settings.

SPF, or sender policy framework, is a list of all of the domains allowed to send emails as you. Depending on who you use to send your emails, you may want to add permissions. If you're using Gmail, for example, you can add Google to the SPF.

To do so you will need to add a TXT record through your domain manager. You'll find links to instructions for popular domain registrars at the bottom of the page.

Once you've added the TXT record, you can now include it in the text box under Your SPF Record (Add a TXT record).

When adding a new domain, make sure you use the correct format by entering the domain with "include:" at the beginning. For example, to add _spf.google.com, you would enter the following:

Once you're done setting it up, select Verify next to SPF.

Once this is verified, sender domains of emails will be checked to make sure they’re listed as trusted domains. Emails received from unlisted domains will be treated harshly by spam filters.

DKIM, or Domain Keys Identified Mail, functions as a digital signature for an email. You can see this as "signed by" in your email details.

A public key from the domain and a cryptographic checksum embedded in the email will be compared to check the contents of each email to see if the email has been tampered with somewhere along the way.

To set up your DKIM, you'll need to add two CNAME records through your domain manager. Once again, you'll find links to instructions for popular domain registrars at the bottom of the page.

For each CNAME record created, add the name to the text box on the left

Enter the target in the text box on the right.

Then, do the same with the second CNAME record in the second set of text boxes below.

A common error here is adding the entire domain when, depending on your domain manager, you only need to include the subdomain.

For example, you should add "tawk1._domainkey" rather than

"tawk1._domainkey.outlook.com"

Once you're done with the setup, select Verify next to DKIM.

If you need additional help setting up remove Branding for tickets, schedule a call with a member of our team here.