Search our Knowledgebase below for answers to our most frequently asked questions.

If you have any additional questions or requests, please request a live chat to speak with us immediately.

Main > Customize > Article #2538

What is URL masking and how do i use my own domain in the chat window?

The URL masking feature allows you to use your own domain name in the chat window as a subdomain, such as


Login to your Account Dashboard


Click Setup > Basic Settings > URL Masking

Select your department from the drop down menu. Enter your desired subdomain and URL in the Custom URL field. We recommend using


The URL masking feature requires a change to your domain name in order to work. You must to add a CNAME record for your domain name. Here is a URL Masking Knowledgebase article on how to do that, copied below:


You'll need to access your domain name provider and create a CNAME that points to OnlineChatCenters. Every domain provider has different sets of instructions to do this so here's the basics:

  1. Log into the domain provider to whom you pay your domain name bill to. Common vendors are GoDaddy, Network Solutions, 1and1, etc.
  2. Navigate to the DNS Management/Domain Management section and find your domain.
  3. You'll need to edit the DNS records for this domain - sometimes this function is labeled as DNS Zone Editor, Configure DNS, Advanced DNS Settings or something else along these lines.
  4. Add a new record with the type CNAME with the following:
    Hostname/Alias: chat (this can be anything but must match the custom URL entered in your Account Dashboard)

    If asked for a TTL value, you can set this to 14400
  5. Save your changes.

Generally, the new DNS entry will be ready in a matter of minutes but it may take up to 48 hours to fully propagate.

Last Modified Time: 07/11/14

Sign up for news by email


Connect With Us

© Copyright 2005 - Motava Corporation - All Rights Reserved