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Patient Copilot Help Center

Default Headers for Dedicated Sending Domains

A “default header” provides a fallback From Name and From Email for outbound messages sent via a dedicated sending domain for all emails. This ensures deliverability and brand consistency.

Prerequisites

Before you can configure default headers, ensure that:

  1. You’re in a Sub-Account - Only sub-accounts can add and manage dedicated sending domains and set default headers. Agency-level domains do not support per-sub-account default headers.
  2. Dedicated Sending Domain Is Added and Validated - You have completed DNS setup (CNAME, DKIM, and SPF) for your custom sending domain (e.g., email.yourbrand.com).
  • Patient Copilot displays a green checkmark indicating your domain is validated under Settings → Email Service → SMTP Service → Dedicated Domain and IP

You can set up default “From address and Email” for dedicated domains under your account only for the Sub-account created domains. Navigate to Sub-account Settings - Email Service -> SMTP Service -> Dedicated Domain and IP -> Set headers under dedicated domain. **

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The designated header will be applied to emails sent through the dedicated domain when DMARC alignment fails.

  1. Campaign Configuration - When creating a broadcast or workflow email, you can set a campaign-level “From Name” and “From Email.
  • If you intentionally use a different “From Email” (e.g., [email protected]) that does not align with your dedicated domain (email.yourbrand.com), DMARC will fail. 2. DMARC Check & Fallback - At send time, Patient Copilot checks DMARC alignment between the campaign’s “From” address and the sending domain’s DKIM/SPF records.
  • If alignment passes: The email goes out with the campaign’s chosen “From.
  • If alignment fails: Patient Copilot use the default header you configured under that dedicated domain. 3. Recipient Experience - Recipients see a valid “From Name” and “From Email” that matches your authenticated sending domain.
  • The email remains DMARC-compliant and is less likely to be rejected or flagged as spam.

Example scenario

  • Dedicated sending domain: email.yourbrand.com (validated) - Default Header From Name: YourBrand Support - Default Header From Email: [email protected]

Broadcast/workflow email configured by the user

  • Campaign From Name: Jane from YourBrand - Campaign From Email: [email protected] (does not align with email.yourbrand.com)

What Happens at Send Time

  • If the campaign From Email aligns with the dedicated sending domain, recipients see:
  • From: Jane from YourBrand <[email protected]> (or whatever aligned address you selected) - If the campaign From Email does NOT align and DMARC alignment fails, Patient Copilot applies the Default Header and recipients see:
  • From: YourBrand Support <[email protected]>

How to Confirm It Worked

  • Send a test email using a non-aligned From Email (domain mismatch).
  • Check the received email’s “From” address and confirm it matches the Default Header.

Best Practices & Considerations

  1. Configure Default Headers Before Sending: Always set up your fallback header prior to launching major campaigns. If DNS or DMARC misconfiguration occurs, your default header will kick in automatically. 2. Monitor Replies: The default “From Email” can be any address at your sending domain, but ensure mailboxes or aliases are monitored (e.g., [email protected] forwarding to the correct team). 3. Test Before Scaling: Send a small internal test using a non-aligned “From” address to confirm Patient Copilot defaults properly. Check both inbox placement and DMARC status. 4. Understand Propagation Delays: Changing DNS (especially DKIM/SPF/TXT records) can take up to 48 hours to fully propagate. Without default headers, messages sent during propagation may be rejected. 5. Segregate by Sub-Account: If you manage multiple brands or departments, create separate sub-accounts—each with its own dedicated domain and default headers—for isolated control.

Common Troubleshooting Scenarios

IssuePossible CauseResolution
“Set headers” option is not visibleYou’re in an agency-level view or the domain is not validated under a sub-account.Switch to the correct sub-account. Add/validate a dedicated domain in Settings → Email Service → SMTP Service → Dedicated Domain and IP.
Emails still failing to send after fallbackDNS records (DKIM/SPF) are incomplete or incorrectly formatted.Double-check DNS entries for your sending domain. Use online DKIM/SPF validators. Wait for propagation.
Fallback header not applied when expectedCampaign “From” address aligns with the sending domain (even if unintended).Verify the campaign’s “From Email” is genuinely non-aligned (e.g., domain mismatch). Check DMARC reports to confirm failures.
Recipients see the wrong “From Name” or “From Email”The campaign or workflow may hard-code a display name that overrides expectations.Edit the campaign/workflow “From Name” and “From Email.” Ensure fallback is correctly spelled and free of stray spaces.
SSL certificate not issued for the sending domainMissing or incorrect CNAME/DNS records for domain validation.In Settings → Dedicated Domain, click “Edit DNS Info” and follow the instructions exactly. Wait for propagation before retrying.