Custom Domains & White-Label

Plan requirement: the Agency plan.

On the Agency plan you can serve the host portal from a domain you own, with your agency's logo and name in place of ours.

What this is not #

This is separate from your workspace name — the slug in /app/{workspace}. That is a path inside Live Agent Pro's own address and involves no DNS; every agency has one on every plan. A custom domain is a real hostname you own and verify; it serves the portal over HTTPS once its certificate is active.

What it covers #

Your host-facing pages. Your domain serves your host portal, your application forms and their embeds, the invitations you send hosts, and Live Agent Pro's policy pages. Anything else opened on your domain, such as the staff sign-in, opens the same page on Live Agent Pro's address. Your staff admin panel stays on Live Agent Pro's address. Your logo and your agency's name appear on the portal, including its sign-in and password-reset pages. The primary color you save is sent through the host API but isn't used by the web portal. Agencies below the Agency plan get our default branding, whatever they have saved. The portal footer names us as the service provider: "This portal is operated on behalf of {your agency} by Pelton Solutions LLC, the provider of Live Agent Pro."

Email. On the Agency plan, the emails your hosts receive from you (the portal invitation, the password reset and the messages you send) carry your agency's name in place of ours, and once your domain is verified and its HTTPS certificate is active, the invitation and password-reset links use it. The portal invitation and password reset are sent from our address. The messages you send come from your own email provider if you use one, and otherwise from an address we manage for your agency.

Plan requirement #

	Starter	Pro	Agency
Custom domain	—	—	✓
Your logo and name on the portal	—	—	✓

If your plan changes. If your plan no longer includes white-label, your custom domain stops serving your pages. Your hosts are taken to the standard portal sign-in, and any other link to your domain, such as an application form or an invitation, opens the same page on Live Agent Pro's address. We keep the domain and its verification, so it serves the portal again once you are back on the Agency plan and its HTTPS certificate is active. Its HTTPS certificate is kept for 30 days, so coming back within that time restores the domain at once; after that the certificate is removed, and coming back requests a new one.

The Custom domain and Branding sections of Agency Settings are hidden on other plans, and the values are refused on save as well — so this is a real gate, not a hidden menu. See Billing.

Setting one up #

1. Enter the domain in Agency Settings → Custom domain (e.g. app.youragency.com) and save. Saving generates a verification token and clears any previous verification. It must be a subdomain: a bare domain such as youragency.com can't point at us, and is refused when its DNS shows it is a bare domain.
2. Add the two DNS records shown on the page: a CNAME pointing your domain at the target we give you, and a TXT record at _lap-verify.<your-domain> containing the token. The CNAME must lead to that target, directly or through your own CNAME records. If your DNS provider can proxy the record (Cloudflare calls it "Proxied"), switch it to "DNS only": a proxied record doesn't point at us.
3. Press Verify. We check both records: the TXT token, and that your domain points at us. The domain is verified only when both are right, and the message says which one is missing. DNS propagation can take a while — if a record isn't found yet, wait and try again.
4. HTTPS for custom domains isn't switched on yet. Until it is, the page shows no certificate state for your domain. Contact support before you send hosts to your domain. The certificate is requested only once your Agency plan is paid, not during a trial.

Only a verified domain with an active HTTPS certificate serves the portal; until then your hosts use the standard portal address. Clearing the domain field removes it.

If your domain stops pointing at us #

While your plan includes white-label, we check once a day that your verified domain still points at us. The first time a check finds that it doesn't, your agency's admins who aren't attached to a sub-agency are told in the app. If three daily checks in a row find that it doesn't point at us, the domain is no longer verified: it stops serving your pages, and the links we send use Live Agent Pro's address, and those admins are told again. A check that can't reach your DNS doesn't count either way, and a check that finds the domain pointing at us again starts the count over.

To bring the domain back, fix its CNAME record and press Verify. Its HTTPS certificate, if it has one, is kept, so you don't wait for a new one.

Your obligation when you white-label #

This is the part that catches agencies out. Even when your portal carries your brand, your hosts' data is still processed by us and our sub-processors — so you must present, on or through your own portal, the privacy disclosures the law requires. That includes the substance of the Host Privacy Notice and a statement that the portal is operated on your behalf by a service provider and its published sub-processors.

You may reproduce that under your own brand or incorporate ours by reference, but you may not omit it. A custom domain being used without those notices can be suspended. The full requirement is section 11.2 of the Terms of Service.

To make this easier, a white-labeled portal renders the operated-by disclosure and the host legal links in its footer automatically — but the notices themselves remain your responsibility.

Other responsibilities #

You must own or control the domain, keep the DNS records in place, and handle your own registration and DNS hosting. You authorize us to obtain and manage TLS certificates for it. Any trademark or naming conflict your domain creates is yours to resolve.