Email, domain and templates

Custom email domains

Setting up a custom email domain may seem daunting for those that have never done it before. But if you follow these simple steps you’ll have your custom email domain setup in no time.

Why set up a custom email domain?

A custom email domain means that your emails will be sent on behalf of your domain. Instead of our emails sending "via" they will appear to the subscriber like any other email you send e.g. There are many benefits to setting up a custom email domain and it is highly recommended:

  • your emails are more likely to reach the inbox;

  • you may achieve higher open rates; and

  • your subscribers will know the email is from your trusted brand.

How to set up a custom email domain

You can set up a custom email domain on any plan of Ortto, including the free plan. To set up your custom email domain:

  1. Navigate to Setup > Email, domain and templates > Email

  2. Under Email domains click "Add domain", enter your domain name e.g. and click Continue.

  3. You will be given a series of CNAME records you need to add to the settings of where you registered your domain.

  4. First you will need to identify where you registered your domain. Some common providers are Google Domains, GoDaddy and Namecheap. If you use one of these providers click on the link to see the specific instructions. If you don’t use one of these providers a quick Google search can be your friend, try "<DOMAIN PROVIDER> how to add CNAME records". Once you find the instructions, follow them to add the CNAME records.

  5. After you have added the records it’s time to test. Navigate to Setup > Email, domain and templates > Email. Under the domain name click "Verify setup" to test everything is working. If it is - congratulations your email domain name is now set up. If it isn’t - please create a support ticket by clicking "Get Help" in Ortto and we will help you.

Email limit

This setting limits the number of emails a person can receive in a given window. It helps prevent subscribers receiving too many emails and reduces the likelihood of them unsubscribing.

By default the email limit is to set to prevent subscribers from receiving more than 1 email every 16 hours.

You can also stop email being sent on specific dates. This is useful to avoid sending email on certain holidays such as Christmas day.

What happens when the limit is reached?

When you attempt to send an email from a campaign or a playbook and the subscriber has already received an email during the email limit window we will automatically "skip" them and the email will not be sent.

This is shown in both the activity of the subscriber and the campaign report.

How do I stop sending email on specific dates?

  1. Navigate to Setup > Email, domain and templates.

  2. Find "Email limit".

  3. Check the option "Do not send email on specific dates".

  4. Click "Manage dates".

Can I override this settings in certain circumstances?

Sometimes you have to send a mission critical email and want to make sure all subscribers get the message. In both playbook emails and email campaigns you can switch on the setting "Ignore email limit" and the email will be sent regardless of the rules set in the email limit.