Survey Platform - Using a Custom From Address | Qualtrics

Using a Custom From Address

Introduction

The email address you use to send email messages has a large effect on your email deliverability and open rates. By default, emails sent through Qualtrics come from the noreply@qemailserver.com email address. If this does not work for your studies, you can change the address in three ways:

  1. Use any of the Qualtrics From addresses.
  2. Set up a SPF (Sender Policy Framework) Record.
  3. Set up a SMTP (Simple Mail Transfer Protocol) Relay.

Qualtrics From Addresses

Qualtrics owns a set of email domains (relevant domains listed below). We can send email messages from any of these domains and maintain high email deliverability. If we were to send email messages from an email domain that we do not own, email providers like Gmail and Yahoo will mark the emails as potentially fraudulent, and the emails would likely end up in the junk folder.

Any of the following email domains can be used to send out a survey without extra setup. Simply add your own custom local-part (the text before the @ symbol) to the domain and change the ‘From:’ field in your email editor to your new email address.

Example: mycompany@qualtrics-research.com is a valid email address.

Default Email Domains

  • @qemailserver.com
  • @qualtrics-survey.com
  • @qualtrics-research.com

Setting up an SPF Record

SPF (Sender Policy Framework) is a policy designed to address email domain ownership issues. It allows owners of a domain to grant permission for specified entities to use that email domain. SPF record is just a bit of code placed on a domain and acts a permission slip of sorts. When a permitted server sends an email using the domain, email providers will see the SPF record and allow the emails through. Without the SPF record, the email providers are more likely to mark those emails as spam.

When you set up an SPF record with Qualtrics, only emails that your organization creates and sends will use your domain.

Attention: Only clients who have a branded license can set up SPF records with Qualtrics. Check with your Qualtrics account representative to see if your license qualifies. Be aware that the Qualtrics Administrator for a license is the only individual who can make an SPF record request.

Creating an SPF (Sender Policy Framework) record

To create an SPF Record, a domain administrator from your IT department should add the following entry to the domain. Once complete, Qualtrics Support will verify that the SPF record has been set up correctly.

Name: <whatever domain email is being sent from>

Type: TXT

VALUE (with quotes): “v=spf1 include:_spf.qualtrics.com ?all”

Qtip: If you do not wish to give Qualtrics permission to send from your main domain, you can add the SPF entry to a subdomain, such as surveys.mybrand.com or qualtrics.mybrand.com. Note that in these cases, all emails sent through Qualtrics need to come from the domain surveys.mybrand.com or qualtrics.mybrand.com.

Setting Up an SMTP Relay

SMTP (Simple Mail Transfer Protocol) is a protocol that allows you to transfer all Qualtrics emails to your own email server first and then send the email to your recipients from your server automatically (and using your own email domains).

Attention: Only clients who have a branded license can set up an SMTP relay with Qualtrics. Check with your Qualtrics account representative to see if your license qualifies. Be aware that the Qualtrics Administrator for a license is the only individual who can make an SMTP relay request.

Setting up an SMTP connection

To connect to your mail server through SMTP, Qualtrics will need just four pieces of information:

  • IP Address or Domain (Required)
  • Server Port (Required)
  • Username (Usually required, depending on your server configuration. For security purposes we recommend having a separate username and password specifically for Qualtrics access.)
  • Password (Usually required, depending on your server configuration)

In addition, you can provide two optional details:

  • Whether or not to force encryption (SSL/TLS). By default, encrypted transmissions are attempted, but unencrypted transmissions are allowed.
  • What default “From” address should be used on outgoing emails. By default, emails will come through from whatever address is used to set up the mailing in Qualtrics. The “From” address will also be used to send collaboration emails and email triggers, as well as to receive any bounceback messages.

Other Considerations

The SMTP server must be a high volume email server capable of

  • Handling multiple simultaneous connections from Qualtrics
  • Sending multiple emails per second (a <150ms response time is desirable)
  • Responding to our requests.

If you have any questions about whether your server meets these specifications, reach out to your IT department.