Custom domain

The CXone Mpower Expert platform is a hosted solution that can be configured to access through a custom domain that matches your other web properties.

CXone Expert requires the use of a subdomain rather than subdirectory. For example, if your company website is example.com, your Expert custom domain could be help.example.com or success.example.com.

To host a fully-qualified domain, prepend it with "www" (namely www.example.com). CXone Mpower Expert does not support configuring your Expert site with a root-level custom domain (for example example.com).

Prerequisites

Ownership of the custom domain with access to the DNS settings.
- An SSL certificate will be generated by Expert Support team.

Components of a CXone Mpower Expert domain

Domain Level	Description
.com	The top-level domain (TLD)
example.com	Fully-qualified domain
help.example.com	Subdomain
help.example.com/some-directory	Directory within a subdomain. CXone Mpower Expert sites cannot be configured to start at the subdirectory level.

Host multiple domains

You can connect multiple domains to resolve to your site using a main canonical domain. The canonical domain is the main domain to which your site will resolve. Any other domains pointed to your site will redirect to the canonical domain.

For example, if you configurewww.example.com (set as canonical) and help.example.com,then when users navigate to help.example.com they are redirected to www.example.com.

Configure your domain

For any domain changes to your Expert site:

Contact CXone Mpower Expert Support and provide them with the URL you would like to use.
Expert Support will provide you with a CNAME verification record that will need to be updated to the DNS of your URL.
Once the CNAME verification is added on your side, you will need to send an update to the Support team.
The Support team will then generate and send over the final CNAME record that will connect your new URL to the Expert site.
Initially the URL will be set as a redirect until you’ve given us authorization to set it as the primary URL.

Do not use a forwarding option that is offered through domain hosts like GoDaddy. Forwarding options only mask the site as if the domain is resolving correctly, but will not allow your Expert site to properly resolve.

SSO Users

Prior to updating the new URL of your Expert site, you will need to coordinate with the team that manages your SSO to update the metadata of the connection with the new URL. If the new URL is set as primary on your site and the SSO metadata is not updated, there will be a disconnect and users will not be able to authenticate in to the site.

When does my custom domain become effective?

Depending on your DNS host settings, it can take up to 48 hours for DNS to fully propagate around the world and allow all users to visit your custom domain. For this reason, we recommend lowering your TTL value as low as your DNS provider will allow during the cutover. Often you may see your domain start resolving within an hour or two.