Email Authentication & Primary Contact - Zoho Backstage

Email Authentication and Primary Contact

Overview

This guide provides a comprehensive walkthrough of setting up email authentication and managing the primary contact for Zoho Backstage across the portal, space, and event levels. It is designed to ensure seamless communication, enhance email deliverability, and maintain an organized workflow by assigning primary contacts effectively.

What is Email Domain Authentication? 

Authentication is a sender identification system that protects email senders (your Zoho Backstage application) and their recipients from spam, forgery, and phishing. It provides a trackable identifier that shows your recipient's internet service provider that you're a legitimate sender, and it helps your emails arrive in their inbox. Any unauthenticated email, no matter how legitimate the content and sender are, runs the risk of ending up in the recipient's spam folder.

Domain authentication is a mechanism where a mail recipient's email service provider verifies that an email has come from a legitimate source. 

For instance, you are adding a Sender Email address 'example@zylker.com'. However, the email is sent by 'ZBusiness.com' on behalf of 'zylker.com'. So the receiver is receiving a mail from two domains, namely zylker.com and backstage.com. There is a chance for this email to be identified as a potential threat sending an alarm to the recipient's email service provider that backstage.com is being misused. At such circumstances, the email could be labeled as a spam or could be blocked from reaching the recipient. This mishap can be avoided if the sender's domain is authenticated.

An authenticated domain provides an affirmation that the mail does not pose any threat.
Info
Unauthenticated Domain: Domains that do not have SPF and DKIM records configured at the domain provider's website. 
Authenticated Domain: Domains that have SPF and DKIM records configured at the domain provider's website. 

SPF (Sender Policy Framework)

SPF is an email validation system that helps detect spoofed or forged emails. It uses SPF records published in a domain's DNS to specify which email servers are authorized to send emails for that domain. This ensures secure email communication and reduces spam.

About SPF Records

SPF records are DNS TXT records that:
  1. List authorized email servers for a domain.
  2. Prevent spammers from forging "From" addresses.
  3. Contribute to DMARC validation for better email security.
Info
Using additional entries instead of multiple SPF Records 
  1. Multiple SPF records are invalid according to the Sender Policy Framework. Every domain should have a single SPF record, including all the servers that the domain uses to send emails.
  2. When you add multiple TXT records of type SPF, it causes an interruption in the email delivery and your emails may end up being classified as Spam. As per the RFC Specifications for SPF records, a domain should not have multiple SPF records and this will cause the validation to select more than one record. 
  3. In case you need to use multiple email servers for your domain, you can update the details in the same SPF record instead of multiple entries. 
Troubleshooting SPF Issues
  1. DNS Provider Conflict: Ensure SPF records are added where your domain's nameservers point.
  2. High TTL (Time to Live): DNS changes may take 12–24 hours to propagate if Time-To-Live (TTL) settings are high.
  3. Typos: Double-check the SPF record for errors.
Proper SPF configuration ensures your emails are delivered successfully and avoids being marked as spam.

DKIM (DomainKeys Identified Mail)

DKIM is an email authentication method that uses encryption with public and private keys to verify that emails originate from authorized servers. It ensures secure email communication and reduces spam risks like email spoofing and backscattering.

Why Configure DKIM?

Email Spoofing:
Spammers forge email headers to make emails appear sent from a legitimate domain, tricking recipients into trusting them. DKIM helps detect and block such spoofed emails by validating the sender's domain identity.

Email Backscattering:
Spammers send fake emails using your domain. If these emails are undeliverable, the bounce messages go to your domain instead of the spammer. DKIM prevents your domain from being falsely identified as the source of spam and avoids unnecessary domain blocking.

How DKIM Works?
  1. A public key is added as a TXT record in your domain's DNS.
  2. Each outgoing email is signed with a private key.
  3. The receiving server verifies the email by matching the public and private keys.
  4. If the validation fails, the email is either rejected or flagged as spam.
Troubleshooting DKIM Issues
  1. TTL Delays: DNS changes may take 12–24 hours to propagate if Time-To-Live (TTL) settings are high.
  2. Incorrect Values: Ensure accurate entries for TXT/SPF records based on your DNS provider's instructions.
  3. Typos: Copy the DKIM key exactly as shown in Zoho Mail and follow naming conventions.
By configuring DKIM, you protect your domain from spoofing, enhance email authenticity, and improve deliverability.

What is a Primary Contact?

The Primary Contact email is the official email address used to send notifications and updates from your Zoho Backstage account. It acts as the face of your communications and can be customized to match your organizational or event branding.
Idea
Example Scenario:

Imagine you manage events for a retail business using Zoho Backstage. While you signed up with your personal email (e.g., ashleywilson1234@gmail.com), you want emails sent from a professional address like events@zylker.com. To do this:
  1. Add events@zylker.com as the Primary Contact for your portal.
  2. Complete a simple verification process.
  3. Ensure all event-related emails are sent from this professional email address.
By configuring a Primary Contact, your communications appear unified and reflect your brand identity.

Email Authentication Setup 

Email authentication is essential for ensuring that your emails are delivered securely and reliably. It verifies that emails sent from your event portal comply with the necessary authentication protocols, such as SPF (Sender Policy Framework) and DKIM (DomainKeys Identified Mail). This setup protects your domain from phishing attempts and boosts your email deliverability.

Adding a Domain 

Add your domain to Zoho Backstage for authenticated email communication.




  1. Go to Portal Settings > Branding > Email Authentication from the portal page. 
  2. Click the Add Domain button. The Add Domain dialog box will appear. 
  3. Your domain will now be listed under Unauthenticated Domains. 

Authenticating a Domain

Verify DKIM (DomainKeys Identified Mail) and SPF (Sender Policy Framework) values to ensure your domain is authenticated.



  1. Go to Portal Settings > Branding > Email Authentication from the portal page. 
  2. Click the Authenticate Now button next to the domain under Unauthenticated Domains. The Authenticate {{DomainName}} side panel will appear. 
  3. Copy the DKIM and SPF values provided.
  4. Log in to your domain provider’s website and add these values to the DNS settings.
  5. Return to Zoho Backstage and click the Verify button in the Authenticate {{DomainName}} side panel.
  6. Upon successful verification, your domain will move to the Authenticated Domains section.
Now, your domain has been authenticated, and it will be listed under the Authenticated Domains category. The emails from this domain can be used as the Sender Email address, without having it replaced or worrying about it landing in spam. 
Info
A few points to note about adding SPF and DKIM records:
  1. If an SPF record already exists for your domain, i.e, you’ve added an SPF record for a different service in the past, you must remove v=spf1 from the SPF record before adding it to your domain. 
  2. If you use GoDaddy as your domain name provider, the Host Name for the DKIM record will have to be slightly modified. You will have to remove your domain name alone from the record, before adding it. For example, if the Host Name is 1522406527365._domainkey.patricia.com, you will have to remove your domain name from it and add 1522406527365._domainkey alone. 
Notes
Note: It will take a while for your newly added records to reflect on the DNS server. If your validation fails, wait for a while and try again. Also, you can continue to use Zoho Backstage while the records are being validated. Your email domain will be verified only after the update is complete.

Deleting a Domain 

Remove domains that are no longer required, except for those used by a primary contact.




  1. Go to Portal Settings > Branding > Email Authentication from the portal page. 
  2. Click the Delete button associated with a domain under Authenticated Domains or Unauthenticated Domains. 
Notes
Note: You cannot delete the email domain of a primary contact. 

Primary Contact Setup

Primary contacts are designated individuals who receive important notifications and updates related to your account. You can set primary contacts at the portal, space, and event levels.

Portal Level

At the portal level, the primary contact manages all events and space communications. Functions at this level include:
  1. Adding or editing custom email addresses.
  2. Assigning portal members as primary contacts.
  3. Deleting custom email addresses or re-inviting unverified ones.

Changing the Primary Contact 

Modify the primary contact for the entire portal.


  1. Go to Portal Settings > General from the portal page. 
  2. Scroll down to the Primary Contact section. 
  3. Click Change Primary Contact. The Change Primary Contact side panel will appear. 
  4. Choose one of the following options:
    1. Email Address of Zoho Backstage (Default)
    2. The Respective Event Owner's Email Address
    3. Custom Email Address
  5. For Custom Email Address, select a contact under the Verified section.
  6. Click Done. 
  7. Click Done again to save changes. 

Adding a Custom Email Address

Invite new email addresses to act as primary contacts.


  1. Go to Portal Settings > General from the portal page. 
  2. Scroll down to the Primary Contact section. 
  3. Click Change Primary Contact. The Change Primary Contact side panel will appear. 
  4. Click the Custom Email Address radio button. The Custom Email Address Settings page will appear. 
  5. Enter the contact's name and email address in the Name and Email field. 
  6. Click Invite. 

Picking a Portal Member as the Custom Email Address

Select from existing portal members for custom primary contact designation.




  1. Go to Portal Settings > General from the portal page. 
  2. Scroll down to the Primary Contact section. 
  3. Click Change Primary Contact. The Change Primary Contact side panel will appear. 
  4. Click the Custom Email Address radio button. The Custom Email Address Settings page will appear. 
  5. Click Pick from Portal Members. 
  6. Choose the portal members that you would like to add to custom email addresses. 
  7. Click the Add button. 
  8. Click Done. 
  9. Click Done again to save changes. 

Changing the Name of a Custom Primary Contact 

Edit the name associated with custom primary contacts.




  1. Go to Portal Settings > General from the portal page. 
  2. Scroll down to the Primary Contact section. 
  3. Click Change Primary Contact. The Change Primary Contact side panel will appear. 
  4. Click the Custom Email Address radio button. The Custom Email Address Settings page will appear. 
  5. Click on the Menu icon associated with the custom email address. 
  6. Click Edit. 
  7. Modify the custom contact's name as per your requirement. 
  8. Click on the Green Tick when done. To cancel, click on the Red Cross mark. 
  9. Click Done. 

Reinviting a Custom Email Address

Send a new invitation if a previously invited email is unverified.


  1. Go to Portal Settings > General from the portal page. 
  2. Scroll down to the Primary Contact section. 
  3. Click Change Primary Contact. The Change Primary Contact side panel will appear. 
  4. Click the Custom Email Address radio button. The Custom Email Address Settings page will appear. 
  5. Go to the Unverified section.
  6. Click on the Menu icon associated with the unverified custom email address. 
  7. Click Reinvite. 

Deleting a Custom Email Address

Remove an unverified or no longer needed custom email address.


  1. Go to Portal Settings > General from the portal page. 
  2. Scroll down to the Primary Contact section. 
  3. Click Change Primary Contact. The Change Primary Contact side panel will appear. 
  4. Click the Custom Email Address radio button. The Custom Email Address Settings page will appear. 
  5. Click on the Menu icon associated with the custom email address. 
  6. Click Delete. The Delete Custom Email Address? dialog box will appear. 



  7. Click the Delete button.

Deleting the Email of a Primary Contact

Replace and remove the email of the current primary contact.


  1. Go to Portal Settings > General from the portal page. 
  2. Scroll down to the Primary Contact section. 
  3. Click Change Primary Contact. The Change Primary Contact side panel will appear. 
  4. Click the Custom Email Address radio button. Or, click Change in the Custom Email Address section. The Custom Email Address Settings page will appear. 
  5. Click on the Menu icon associated with the custom email address. 
  6. Click Delete. The Delete This Email? dialog box will appear. 
  7. Choose a primary contact from the provided options. 



  8. Click the Update and Delete button.

Space Level 

At the space level, the primary contact is used for managing all communications related to a specific space. It ensures each space can have a unique primary contact if required. Features include:
  1. Assigning custom primary contacts for individual spaces.
  2. Choosing portal members to act as primary contacts.
  3. Adding, editing, and managing custom email addresses.

Changing the Primary Contact 

Modify the primary contact for the entire space.


  1. Go to Home > Space Settings > Space Info from the portal page. 
  2. Scroll down to the Primary Contact section. 
  3. Pick from the following options: 
    1. Portal's primary contact (Default) 
    2. Custom primary contact. Proceed to the next step if you choose this option.
  4. Click Change Primary Contact. The Change Primary Contact side panel will appear. 
  5. Pick from the following options:
    1. Email Address of Zoho Backstage (Default)
    2. The Respective Event Owner's Email Address
    3. Custom Email Address
  6. In the Custom Email Address Settings page, pick a primary contact from the available custom email addresses under Verified. 
  7. Click Done. 
  8. Click Done again to save changes. 

Adding a Custom Email Address

Invite new email addresses to act as primary contacts.


  1. Go to Home > Space Settings > Space Info from the portal page. 
  2. Scroll down to the Primary Contact section. 
  3. Select Custom Primary Contact. 
  4. Click Change Primary Contact. The Change Primary Contact side panel will appear. 
  5. Click the Custom Email Address radio button. The Custom Email Address Settings page will appear. 
  6. Enter the contact's name and email address in the Name and Email field. 
  7. Click Invite. 

Picking a Portal Member as the Primary Contact

Select from existing portal members for custom primary contact designation.




  1. Go to Home > Space Settings > Space Info from the portal page. 
  2. Scroll down to the Primary Contact section. 
  3. Select Custom Primary Contact. 
  4. Click Change Primary Contact. The Change Primary Contact side panel will appear. 
  5. Click the Custom Email Address radio button. The Custom Email Address Settings page will appear. 
  6. Click Pick from Portal Members. 
  7. Choose the portal members that you would like to add to custom email addresses. 
  8. Click the Add button. 
  9. Click Done. 
  10. Click Done again to save changes. 

Changing the Name of a Custom Primary Contact

Edit the name associated with custom primary contacts.




  1. Go to Home > Space Settings > Space Info from the portal page. 
  2. Scroll down to the Primary Contact section. 
  3. Select Custom Primary Contact. 
  4. Click Change Primary Contact. The Change Primary Contact side panel will appear. 
  5. Click the Custom Email Address radio button. The Custom Email Address Settings page will appear. 
  6. Click on the Menu icon associated with the custom email address. 
  7. Click Edit. 
  8. Modify the custom contact's name as per your requirement. 
  9. Click on the Green Tick button when done. To cancel, press the Red Cross button. 
  10. Click Done. 

Reinviting a Custom Email Address 

Send a new invitation if a previously invited email is unverified.


  1. Go to Home > Space Settings > Space Info from the portal page. 
  2. Scroll down to the Primary Contact section. 
  3. Select Custom Primary Contact. 
  4. Click Change Primary Contact. The Change Primary Contact side panel will appear. 
  5. Click the Custom Email Address radio button. The Custom Email Address Settings page will appear. 
  6. Go to the Unverified section.
  7. Click on the Menu icon associated with the unverified custom email address. 
  8. Click Reinvite. 

Deleting a Custom Email Address

Remove an unverified or no longer needed custom email address.


  1. Go to Home > Space Settings > Space Info from the portal page. 
  2. Scroll down to the Primary Contact section. 
  3. Select Custom Primary Contact.
  4. Click Change Primary Contact. The Change Primary Contact side panel will appear. 
  5. Click the Custom Email Address radio button. The Custom Email Address Settings page will appear. 
  6. Click on the Menu icon associated with the custom email address. 
  7. Click Delete. The Delete Custom Email Address? dialog box will appear. 



  8. Click the Delete button. 

Deleting the Email of a Primary Contact

Replace and remove the email of the current primary contact for all events within a space.


  1. Go to Home > Space Settings > Space Info from the portal page. 
  2. Scroll down to the Primary Contact section. 
  3. Select Custom Primary Contact. 
  4. Click Change Primary Contact. The Change Primary Contact side panel will appear. 
  5. Click the Custom Email Address radio button. Or, click Change in the Custom Email Address section. The Custom Email Address Settings page will appear. 
  6. Click on the Menu icon associated with the custom email address. 
  7. Click Delete. The Delete This Email? dialog box will appear. 
  8. Choose a primary contact from the provided options. 



  9. Click the Update and Delete button.

Event Level 

At the event level, the primary contact is critical for managing attendee and organizer communication for a specific event. It provides the flexibility to assign event-specific email addresses to ensure targeted communication. Key features include:
  1. Assigning a custom primary contact for an event.
  2. Inviting and verifying custom email addresses.
  3. Re-inviting unverified custom email addresses or deleting existing ones.

Changing the Primary Contact 

Modify the primary contact for a particular event.


  1. Go to the Communicate > Emails > Preferences > Primary Contact tab from the Dock. 
  2. Pick from the following options: 
    1. Portal's primary contact (Default) 
    2. Space's primary contact
    3. Custom primary contact. Proceed to the next step if you choose this option. 
  3. Click Change Primary Contact. The Change Primary Contact side panel will appear. 
  4. Pick from the following options:
    1. Email Address of Zoho Backstage(Default)
    2. The Respective Event Owner's Email Address
    3. Custom Email Address
  5. In the Custom Email Address Settings page, pick a primary contact from the available custom email addresses under Verified. 
  6. Click Done. 
  7. Click Done again to save changes.

Adding a Custom Email Address

Invite new email addresses to act as primary contacts.


  1. Go to the Communicate > Emails > Preferences > Primary Contact tab from the Dock.
  2. Select Custom Primary Contact. 
  3. Click Change Primary Contact. The Change Primary Contact side panel will appear. 
  4. Click the Custom Email Address radio button. The Custom Email Address Settings page will appear. 
  5. Enter the contact's name and email address in the Name and Email field. 
  6. Click Invite. 

Picking a Portal Member as the Primary Contact

Select from existing portal members for custom primary contact designation.




  1. Go to the Communicate > Emails > Preferences > Primary Contact tab from the Dock.
  2. Select Custom Primary Contact. 
  3. Click Change Primary Contact. The Change Primary Contact side panel will appear. 
  4. Click the Custom Email Address radio button. The Custom Email Address Settings page will appear. 
  5. Click Pick from Portal Members. 
  6. Choose the portal members that you would like to add to custom email addresses. 
  7. Click the Add button. 
  8. Click Done. 
  9. Click Done again to save changes. 

Reinviting a Custom Email Address 

Send a new invitation if a previously invited email is unverified.


  1. Go to the Communicate > Emails > Preferences > Primary Contact tab from the Dock.
  2. Select Custom Primary Contact. 
  3. Click Change Primary Contact. The Change Primary Contact side panel will appear. 
  4. Click the Custom Email Address radio button. The Custom Email Address Settings page will appear. 
  5. Go to the Unverified section.
  6. Click on the Menu icon associated with the unverified custom email address. 
  7. Click Reinvite. 

Changing the Name of a Custom Primary Contact

Edit the name associated with custom primary contacts.




  1. Go to the Communicate > Emails > Preferences > Primary Contact tab from the Dock.
  2. Select Custom Primary Contact. 
  3. Click Change Primary Contact. The Change Primary Contact side panel will appear. 
  4. Click the Custom Email Address radio button. The Custom Email Address Settings page will appear. 
  5. Click Pick from Portal Members. 
  6. Choose the portal members that you would like to add to custom email addresses. 
  7. Click the Add button. 
  8. Click Done. 
  9. Click Done once again. 

Deleting a Custom Email Address

Remove an unverified or no longer needed custom email address.

  1. Go to the Communicate > Emails > Preferences > Primary Contact tab from the Dock.
  2. Select Custom Primary Contact.
  3. Click Change Primary Contact. The Change Primary Contact side panel will appear. 
  4. Click the Custom Email Address radio button. The Custom Email Address Settings page will appear. 
  5. Click on the Menu icon associated with the custom email address. 
  6. Click Delete. The Delete Custom Email Address? dialog box will appear. 



  7. Click the Delete button. 

Deleting the Email of a Primary Contact

Replace and remove the email of the current primary contact for a particular event.


  1. Go to the Communicate > Emails > Preferences > Primary Contact tab from the Dock.
  2. Select Custom Primary Contact. 
  3. Click Change Primary Contact. The Change Primary Contact side panel will appear. 
  4. Click the Custom Email Address radio button. Or, click Change in the Custom Email Address section. The Custom Email Address Settings page will appear. 
  5. Click on the Menu icon associated with the custom email address. 
  6. Click Delete. The Delete This Email? dialog box will appear. 
  7. Choose a primary contact from the provided options. 



  8. Click the Update and Delete button.
 By configuring email authentication and assigning a verified primary contact, you can ensure secure communications, improve email deliverability, and maintain a professional brand identity. For further assistance, please contact support@zohobackstage.com. 

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