Email services
Send email from your own domain; add and verify SPF, DKIM and DMARC records, and bring replies into the panel.
3 min read
Emails you send patients from the panel (appointment confirmations, treatment plans, travel details) go through the MedicalGrow email service by default. When you connect your own domain as a dedicated sending domain, emails are sent in your clinic's name, are less likely to land in spam, and patient replies arrive straight in Conversations.
Before you start
- You need the Admin role.
- You need access to your domain's DNS settings (GoDaddy, Cloudflare, Namecheap, etc.). If you don't have it, work with the agency that manages your website.
- Use a subdomain rather than your main domain (e.g.
mg.auradental.com). That way your company mailboxes (Google Workspace, Outlook) aren't affected.
Adding a dedicated sending domain
- Open Settings → Email Services and go to the Dedicated Domain section.
- Click + Add Domain and enter the subdomain you'll send from (e.g.
mg.auradental.com). - The panel shows the DNS records you need to add. Copy each record's Type, Host and Value and create it exactly as shown at your DNS provider.
- Once the records are added, return to the panel and click Verify. When every row shows Verified, the domain is ready to use.
Note
For some DNS providers the panel may offer to add the records automatically; if you see that option, just sign in to your provider and approve. DNS changes can take from a few minutes up to 24–48 hours to propagate.
What the DNS records do
| Record | Type | Purpose |
|---|---|---|
| SPF | TXT | Allows MedicalGrow servers to send email on behalf of your domain. |
| DKIM | TXT | Adds a digital signature to each email, proving it wasn't altered in transit. |
| MX | MX | Lets patient replies be received and appear in Conversations. |
| Tracking | CNAME | Used for open and click tracking. |
| DMARC | TXT | Tells providers such as Gmail and Outlook what to do with email that fails SPF/DKIM. |
Important
If your domain already has an SPF record, don't create a second one: a domain can only have one SPF record. Using a subdomain usually avoids this conflict. Start DMARC with p=none, and move to quarantine after a few weeks without problems.
Reply tracking
For a patient's reply to show up in the inbox, the MX record must be verified. After that, replies are added automatically to the patient's conversation and the assigned coordinator is notified.
Make sure the sender address can always receive mail: addresses like "noreply@" stop patients from replying and erode trust.
Deliverability tips
- Warm up: send a small number of emails from a new domain in the first days, then increase volume gradually.
- List hygiene: don't keep sending to invalid or long-unresponsive addresses.
- Content: all-caps subject lines, lots of exclamation marks and heavy "free / discount" wording trigger spam filters.
- Language: write in the patient's language; sending English bulk email to German-speaking patients increases complaints and spam reports.
- Consent: only send marketing emails to patients who have opted in (GDPR).
Common issues
Records are still Pending after Verify. DNS may still be propagating. Make sure you didn't enter your domain twice in the Host field (many providers append it automatically, so mg is enough).
Patient replies don't reach the inbox. Check the MX record.
Emails land in spam. Make sure SPF, DKIM and DMARC are all verified.
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