Updating DNS Settings for White Label Setup

Last updated: August 27, 2025

Purpose:
To guide Synthflow support agents in instructing Agency and Enterprise users on completing DNS updates required for white label domains. This SOP also outlines follow-up procedures when a DNS update remains pending.

1. When to Use This SOP

Use this SOP when:

  • A white label customer has not completed their DNS update.

  • You are reminding users of an upcoming or passed DNS deadline.

  • A support ticket is received regarding domain configuration issues related to white labeling.

2. Email Template: Pending DNS Update

Use the following message when notifying customers about a pending DNS update:

Subject: Reminder: DNS Update Required for Your Custom Domain

Our records indicate the DNS update for your custom domain is still pending. The original deadline was Friday, 22 August 2025. We kindly ask you to complete the change by the end of this week, Friday, 29 August 2025, to avoid potential disruption for users on Safari.

Please add the following DNS record:

  • Type: CNAME

  • Name/Host: fe

  • Value/Target: frontend-9of.pages.dev

  • TTL: Auto/Default

How to update (typical steps):

  1. Log in to your DNS provider (e.g., Cloudflare, GoDaddy, Namecheap).

  2. Open the DNS settings for your domain.

  3. Add a new CNAME record with the details above and save.

  4. Allow time for DNS propagation (can take up to 24 hours).

If you’ve already made the update, no further action is needed. If you’d like help, reply to this email and we’ll assist.

3. Internal Follow-Up Steps

  1. Log and tag the reminder in the ticketing system with: White Label, DNS, Pending, and the domain name.

  2. Set a follow-up reminder for 48 hours before the next deadline.

  3. If the update is not completed by the deadline:

    • Escalate to the Infrastructure/Platform team for further monitoring.

    • Inform the customer again, indicating that users on Safari may experience issues if no action is taken.