ℹ️ Custom domains are included with the Engage plan. If you are on Onboard or Educate, upgrade to Engage to use your own domain. On Engage you can set one up yourself in Settings → Domains, and the steps are below.
🌐 Overview
By default, your CustomerHub site lives on a CustomerHub subdomain — for example https://yourbrand.customerhub.com. With a custom domain, it can live on a domain you own instead, such as https://portal.yourbrand.com or https://community.yourbrand.com.
Your users then see your brand in the address bar from the moment they arrive — no CustomerHub subdomain in the URL. Everything else about your site works exactly the same.
✅ What you need before you start
Two things:
A domain or subdomain you own. Most customers use a subdomain of their main website, like
portal.yourbrand.com,members.yourbrand.com, orcommunity.yourbrand.com— that way your marketing site stays where it is and only your CustomerHub site moves. You can also use a root domain such asyourbrand.comif you want your hub to be your whole web presence.Access to your domain’s DNS settings. This is wherever your domain is registered or managed — for example GoDaddy, Namecheap, Cloudflare, Google Domains, or your web developer. You will need to add one record there.
💡 If you are not sure who manages your DNS, ask whoever built or hosts your main website. You only need to add a single record, so it is usually a five-minute job for them.
⚙️ How to set up your custom domain
In your CustomerHub admin (on the Engage plan), go to Settings → Domains and click Connect Domain.
Type the domain you want to use — for example
community.yourbrand.com. Enter it as a plain domain with nohttps://and no path after it.Choose how you will use it. Pick Host my site — that is the option that serves your CustomerHub site. (API only is for developers pointing their own code at the CustomerHub API; it never becomes your site address.)
Click Create. Your domain appears in the list with the status pending, and CustomerHub shows you the DNS record to add.
Add that record in your DNS settings — wherever your domain is managed (GoDaddy, Namecheap, Cloudflare, your web developer). Copy the values exactly as shown.
Come back to Settings → Domains and click RE-CHECK. Once we can see your record, the status changes to active and your SSL certificate is issued automatically — that is the padlock in the address bar. There is nothing for you to buy or install.
When it is active, your domain becomes your site’s primary address, and you can start sharing it with your users.
⚠️ DNS changes can take anywhere from a few minutes to 48 hours to take effect across the internet — this is called DNS propagation and it is outside anyone’s control. If RE-CHECK does not pick up your record straight away, wait a while and try again, and announce the new address to your users only after the status is active.
Stuck at pending, or not sure which record to add? Send us the domain in chat and we will look at it with you.
🔁 What happens to your CustomerHub subdomain
Your original yourbrand.customerhub.com address keeps working after your custom domain goes live, so any links you have already sent, bookmarks your users saved, and links inside past emails will not break.
Going forward, we recommend using your custom domain everywhere you share your site — your website navigation, welcome emails, social profiles, and anywhere else you point users.
❓ FAQ
Which plan do I need, and does it cost extra?
Custom domains are part of the Engage plan, at no extra cost on top of your Engage subscription. On Onboard or Educate, you would need to upgrade to Engage first. You also need to own the domain itself, which you buy from a domain registrar.
Do I need to buy an SSL certificate?
No. We provision and renew the certificate for your custom domain automatically.
Can I use my main website domain, like yourbrand.com?
Yes — root domains are supported. Just be aware of what it means: if yourbrand.com currently shows a marketing website, pointing it at CustomerHub replaces that site with your hub. If you want to keep your marketing site, use a subdomain such as portal.yourbrand.com instead.
Can I put my hub on a path, like yourbrand.com/community?
No. A custom domain has to be a domain or subdomain — community.yourbrand.com works, yourbrand.com/community does not, and entering it will show “Host is invalid”.
Will my emails use my custom domain?
Not yet. Invite, password and notification emails — and the links inside them — still use your customerhub.com subdomain. Those links keep working exactly as before, so nothing breaks; your custom domain applies to the site your users browse.
Can I change my mind later?
Yes. You can add another domain or remove one from Settings → Domains at any time, and your CustomerHub subdomain always keeps working as a fallback.
Is this the same as changing my subdomain?
No. Your subdomain is the yourbrand part of yourbrand.customerhub.com, which you can find in Settings → Workspace → App Settings. A custom domain replaces the whole address with a domain you own. Changing your subdomain is a separate request.
Will my site still work while the domain is being set up?
Yes. Your site stays available on your CustomerHub subdomain the entire time, so there is no downtime for your users.