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# How to set up the ChurchDesk Inbox

# How to set up the ChurchDesk Inbox

# Introduction

The **ChurchDesk Inbox** is part of Workflows and lets you receive, reply to, and convert emails into cases — all within ChurchDesk.

This article guides you through the full setup — from email forwarding to domain verification. The number of steps you need depends on how you intend to use the Inbox.

### What would you like to do?

| Goal | Steps required |
| ---- |
| **Receive emails only** (read in ChurchDesk and manage as cases) | Only [Step 1](#step-1--configure-email-forwarding) |
| **Receive emails AND reply from ChurchDesk** (using your own domain, e.g. office@yourchurch.org) | [Step 1](#step-1--configure-email-forwarding) + [Step 2](#step-2--add-your-domain-to-churchdesk) + [Step 3](#step-3--verify-your-dns-records) + [Step 4](#step-4--set-up-dmarc) |

### What you'll need

* Access to your email client (Gmail, Outlook, Apple Mail, etc.)
* Your **forwarding address** generated by ChurchDesk (found under **ChurchDesk Settings** > **Inbox**)
* *Only for steps 2–4:* Access to your domain registrar (GoDaddy, IONOS, Namecheap, etc.)

### Contents

* [Step 1 – Configure email forwarding](#step-1--configure-email-forwarding)
* [Step 2 – Add your domain to ChurchDesk](#step-2--add-your-domain-to-churchdesk)
* [Step 3 – Verify your DNS records](#step-3--verify-your-dns-records)
* [Step 4 – Set up DMARC](#step-4--set-up-dmarc)
* [Troubleshooting](#troubleshooting)



# Roles & Permissions

* **Organisation Admin / Admin:** Full access to Inbox settings. Can set up email forwarding and domain verification.
* **All other roles:** Can use the Inbox once it's set up — but cannot configure it.



# Step 1 – Configure email forwarding

To receive emails in ChurchDesk, set up automatic forwarding from your existing email account to your **ChurchDesk forwarding address**.

> **IMPORTANT!**
> Use a **shared email address** (e.g. office@yourchurch.org), not a personal work email. Multiple team members will have access to the Inbox.

| By default, only new emails are sent to ChurchDesk Case Management workflows, and a copy remains in your email provider's Inbox. We recommend keeping this default setting and not changing it in your email client.

| If you want to link an older email to an ongoing case, forward it manually to your forwarding address.

Choose the instructions below for your email client:

## Gmail

> **NOTE**
> Automatic forwarding can only be set up on desktop, not on mobile devices.

1. Open Gmail and click the **Settings** icon (cog) in the top right.
2. Click **"See all settings"**.
3. Go to the **"Forwarding and POP/IMAP"** tab.
4. Click **"Add a forwarding address"**.
5. Enter your ChurchDesk forwarding address and click **"Next"** → **"Proceed"**.
6. Gmail will send a confirmation email to your ChurchDesk Inbox. Open it there and click the **verification link**.
7. Return to Gmail Settings → **"Forwarding and POP/IMAP"**.
8. Select **"Forward a copy of incoming mail to"** and choose your ChurchDesk forwarding address.
9. Select **"Keep Gmail's copy in the Inbox"** (recommended).
10. Click **"Save changes"**.


## Outlook (Web / Outlook.com)

1. Go to [Outlook.com](https://Outlook.com) and sign in.
2. Click the **Settings** icon (cog) in the top right.
3. Select **"View all Outlook settings"**.
4. Go to **Mail** → **"Forwarding"**.
5. Enable **"Enable forwarding"**.
6. Enter your ChurchDesk forwarding address.
7. Enable **"Keep a copy of forwarded messages"** (recommended).
8. Click **"Save"**.


## Apple Mail / iCloud Mail

> **NOTE**
> Automatic forwarding for iCloud Mail is configured via the web interface at [iCloud.com](https://iCloud.com) — not in the Apple Mail app.

1. Go to [iCloud.com](https://iCloud.com) and sign in with your Apple ID.
2. Click the **Mail** app.
3. Click the **cog** (settings) in the bottom left.
4. Select **"Preferences"**.
5. Go to the **"General"** tab.
6. In the **"Forwarding"** section, enter your ChurchDesk forwarding address.
7. Click **"Save"**.


## Yahoo Mail

> **NOTE**
> Automatic email forwarding requires **Yahoo Mail Plus** (paid). Free Yahoo Mail accounts do not support automatic forwarding.

1. Sign in to Yahoo Mail.
2. Click the **Settings** icon (cog) in the top right.
3. Select **"More Settings"**.
4. Click **"Mailboxes"** in the left sidebar.
5. Select your email account.
6. Under **"Auto Forward"**, enter your ChurchDesk forwarding address.
7. Click **"Verify"** and follow the verification process.
8. Click **"Save"**.


## Mozilla Thunderbird

> **NOTE**
> Thunderbird uses **Message Filters** to forward emails automatically.

1. Open Thunderbird.
2. Click the **hamburger menu** (three horizontal lines) → **"Tools"** → **"Message Filters"**.
3. Select the email account you want to forward from.
4. Click **"New"** to create a new filter.
5. Name the filter (e.g. "Forward to ChurchDesk").
6. Under conditions, select **"Match all messages"**.
7. Under **"Perform these actions"**, select **"Forward Message to"**.
8. Enter your ChurchDesk forwarding address.
9. Click **"OK"**.




# Step 2 – Add your domain to ChurchDesk

> **NOTE**
> This step is only needed if you want to **reply to emails from within ChurchDesk** — using your own domain (e.g. office@yourchurch.org).

## Add the domain

1. Go to **ChurchDesk Settings** > **Inbox** > **Domain management**.
2. Click **"Add domain"**.
3. Enter your domain name (e.g. `yourchurch.org`) — **without "www."**.
4. Click **"Add"**.


## Set up the email prefix

So that replies are sent from the correct address (e.g. office@yourchurch.org instead of a generic ChurchDesk address), you need to set up the **prefix** (the part before the @).

1. Go to **ChurchDesk Settings** > **Inbox** > **Domain management**.
2. Find your added domain.
3. Under **"Add domain email"**, click **"Add email"**.
4. Enter only the prefix (e.g. `office` for office@yourchurch.org). Do **not** enter "@yourchurch.org".
5. Click **"Add email"**.
6. A confirmation window will appear: check that the displayed forwarding address is correct (e.g. office@yourchurch.org).
7. Click **"Add"**.

> **IMPORTANT!**
> The prefix must **exactly** match the email address you're forwarding from. Use lowercase letters.




# Step 3 – Verify your DNS records

To verify domain ownership and enable email sending, you need to add **three DNS records** at your domain registrar.

### What are these DNS records?

| Record | Purpose |
| ---- |
| **Verification (TXT)** | Confirms that you own the domain |
| **SPF (TXT)** | Specifies which servers may send emails on your behalf |
| **DKIM (TXT)** | Adds a digital signature that proves the email is authentic |

> **NOTE**
> DNS changes can take up to **24–48 hours** to take effect — though it's often within 1–2 hours. Use the **"Validate"** button in ChurchDesk to check the status.

## How to do it (all providers)

The process is the same with every domain registrar — only the interface looks different. The specific values (host, verification code, SPF value, DKIM key) are found in **ChurchDesk Settings** > **Inbox** > **Domain management**.

### Record 1: Domain verification

1. Sign in to your domain registrar.
2. Navigate to your domain's **DNS settings**.
3. Create a new **TXT record** with:
* **Name/Host:** The host value from ChurchDesk
* **Value:** The verification code from ChurchDesk
* **TTL:** 3600 (or default/auto)
4. Save the record.

### Record 2: SPF

1. Create another **TXT record** with:
* **Name/Host:** `@` (for the root domain)
* **Value:** The SPF value from ChurchDesk
* **TTL:** 3600 (or default/auto)
2. Save the record.

### Record 3: DKIM

1. Create another **TXT record** with:
* **Name/Host:** The DKIM hostname from ChurchDesk (e.g. `mailjet._domainkey`)
* **Value:** The full DKIM key from ChurchDesk
* **TTL:** 3600 (or default/auto)
2. Save the record.

After saving all three records: wait a few minutes to a few hours, then click **"Validate"** in ChurchDesk.


## Where do I find the DNS settings at my provider?

| Provider | Path to DNS settings |
| ---- |
| **Cloudflare** | Dashboard → Select domain → **DNS** → **Records** → **Add record** |
| **DanDomain** | Control panel → **Domains** → **DNS settings** → Select domain → **Add record** |
| **GoDaddy** | Account → **My Products** → Domain → **DNS** → **Add new record** |
| **Hosteurope** | KIS → **Domain** → **Domain administration** → Select domain → **Edit DNS settings** → **TXT records** |
| **IONOS** | Account → **Domains & SSL** → Select domain → **DNS** tab → **Add record** |
| **Namecheap** | Account → **Domain List** → **Manage** → **Advanced DNS** → **Add new record** |
| One.com | Control panel → **DNS settings** → **Add record** |
| **Scannet** | Control panel → **Domains** → **DNS management** → Select domain → **Add record** |
| **Strato** | Customer login → **Domains** → **Domain administration** → Domain → **DNS settings** → **TXT records** |

> **TIP**
> With Cloudflare, changes take effect almost immediately. With all other providers, it typically takes 1–24 hours. Always set the **proxy status** for TXT records to **"DNS only"** (grey cloud) in Cloudflare.



# Step 4 – Set up DMARC

DMARC is an additional security protocol that builds on SPF and DKIM. It protects your domain from email spoofing and improves deliverability.

**To add the DMARC record:**

1. At your domain registrar, create a new **TXT record** with:
* **Name/Host:** `_dmarc`
* **Value:** `v=DMARC1; p=none; rua=mailto:dmarc@yourchurch.org`
2. Replace dmarc@yourchurch.org with an email address where you'd like to receive DMARC reports.
3. Save the record.

> **NOTE**
> The policy `p=none` means: monitor only, don't block any emails. This is the recommended setting to start with.



# Troubleshooting

## DNS records aren't being validated

If your DNS records still show as "Pending" after 48 hours:

* Check that you've copied the **exact values** from ChurchDesk (including quotation marks, if present).
* Make sure the **hostname** is correct (`@` for the root domain or the specific subdomain).
* Use a DNS lookup tool such as [whatsmydns.net](https://whatsmydns.net) to check whether the records have been published.
* Contact your domain registrar's support team.

## Email forwarding isn't working

* Check that the forwarding address in your email client **exactly** matches your ChurchDesk forwarding address.
* Did you complete the **verification step**? (Gmail and some other providers require confirmation.)
* Send a **test email** and check both inboxes.
* Look in the **spam/junk folder** for verification emails.

## Can't find the DNS settings

* Look for terms like **"DNS management"**, **"DNS settings"**, **"Advanced DNS"** or **"Zone Editor"**.
* Contact your provider's support team — share this article as a reference.
* Some providers require an upgrade to a paid plan for DNS access.

## Need more help?

Contact ChurchDesk Support and share the following information:

* Your domain name
* The name of your domain registrar
* Screenshots of your DNS settings
* A description of the problem



**Related articles:**
* [Introduction to Workflows](https://support.churchdesk.com/en/article/introduction-to-workflows-ilzbws/) — Overview of cases, tasks, and the Inbox



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