How to Set Up a Custom Domain

Setting up a custom domain lets your help center be accessible at your own URL (for example, help.yourcompany.com) instead of the default Brainfish subdomain.

Moving a live production domain? If this hostname already serves customers on another provider and you need HTTPS ready before DNS cutover, follow Migrating a Live Custom Domain (Zero-Downtime Switchover).

Where to find Domain Settings

1. Log in to your Brainfish dashboard.
2. Go to Distribution.
3. Select Agents and open your Help Center Agent.
4. Click Advanced Settings.
5. Scroll to the Domain Settings section.

Step 1: Add your custom domain

1. In the Custom Domain block, enter the domain you want (for example, help.yourcompany.com).
2. Click Add Custom Domain.

Brainfish will immediately check the domain and display a verification status.

Step 2: Configure DNS records

You will need to add DNS records at your DNS provider. Which record type you add depends on your domain:

Tip: If your DNS provider does not offer 86400 as a TTL option, set the highest value available. DNS propagation can take 1–12 hours.

Step 3: Check verification status

After adding your DNS records, return to the Domain Settings section. Brainfish automatically checks your domain and shows one of the following statuses:

Once the status shows Valid Configuration, your help center is live at your custom domain. A Preview button will appear — click it to open your help center in a new tab.

Pending Verification: adding a TXT record

If your status is Pending Verification, Brainfish needs to confirm you own the domain. A TXT record will be displayed in the Domain Settings section:

1. Copy the TXT record name and value shown.
2. Add it to your DNS provider on the apex domain (e.g. yourcompany.com).
3. Wait for DNS propagation (up to 12 hours), then return to check the status.

Warning: If this domain is currently used by another service, adding the TXT record will transfer domain ownership away from that service.

Deleting a custom domain

1. In the Custom Domain block, click Delete.
2. A confirmation dialog will appear. Type your custom domain name exactly to confirm.
3. Click I'm sure – Delete.

This action is permanent. Once deleted, your help center will no longer be accessible at the custom domain. You can add a new domain afterwards if needed.

Troubleshooting

• DNS changes not reflecting — DNS propagation can take up to 12 hours. Wait and refresh the Domain Settings page.
• Conflicting DNS records — Remove any existing A, CNAME, or AAAA records for the same hostname before adding the new ones.
• Still seeing an error after 12 hours — Contact our support team at hello@brainfi.sh.

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