What is a URL or domain?
The URL is what users type into their browser or click on to reach your engagement platform, for example: cityname.govocal.com or participate.cityname.gov. Think of it as the digital “address” of your platform.
The domain is the core part of the URL, for example: in participate.cityname.gov, the domain is cityname.gov. It identifies your organization online, and it's also what appears after the @ symbol in an email address (e.g. notifications@cityname.gov).
Why does the domain matter?
It shapes how your platform looks and feels: people are more likely to trust and engage with a domain that matches your official branding.
It’s important for email communications: you can configure a “FROM” email like
notifications@participation.city.govto match your platform's domain.It determines how the technical connection between your domain and the platform is set up (via NS or CNAME records: more on that in the article).
A good domain setup builds trust, boosts recognition, and ensures smooth platform communication and email delivery. If you're unsure which option is right for your team, your technical support or the Go Vocal team can guide you through the setup.
What are the URL options for your platform?
You can choose from:
1. Go Vocal subdomain
This is the quickest and easiest option. Your platform will be hosted at a URL like yourname.govocal.com (e.g. cityname.govocal.com). You choose the name that comes before .govocal.com, and Go Vocal handles the rest.
Use this option if you want to get started quickly without any extra technical setup.
2. Custom subdomain of your organization’s website
This option lets you keep your platform under your main domain, like engage.cityname.gov or participate.cityname.gov.
The subdomain (e.g., “engage”) shows that your platform is part of your organization.
Note that although it shares a domain, the platform is still a separate website. This method does require some DNS configuration, so your technical team should be involved.
3. Custom root domain
You can choose a completely custom address, such as participationcity.com.
This gives you full control and is best for unique branding.
However, it also requires you to purchase the domain and involves more technical steps to set up.
Choose the option that best fits your branding goals, timeline, and internal technical capacity.
How to setup a custom URL?
Step 1: Register your (sub)domain
Buy or reserve the domain/subdomain you want
Inform Go Vocal support of your chosen address
Step 2: Link to Go Vocal servers
Choose between:
NS Method (preferred):
Add the following NS records:
ns1.citizenlab.eu ns2.citizenlab.eu ns3.citizenlab.eu ns4.citizenlab.eu
CNAME Method:
Contact support to receive 2 custom CNAMEs
Only use with subdomains
Avoid root domains with CNAME due to limitations
Note: to read more about the difference between NS and CNAME configuration, read our section on ‘Difference between NS and CNAME configuration’
Step 3: Go Vocal activates your domain
Once your records propagate, support will activate the domain on Go Vocal’s side.
Step 4: Set up optional redirects
From
.govocal.com→ your custom domain (support can assist)From one custom domain to another (possible at extra cost)
www.redirects: Automatically included in NS setups. For CNAME, ask support.
Differences between NS and CNAME configuration
To connect a custom domain or subdomain to your Go Vocal platform, you’ll need to make a technical choice:
NS (Name Server) records
Recommended for most cases. Go Vocal manages the domain’s DNS, enabling quick setup, secure SSL, and easier future configurations (e.g. custom email, redirects).
→ Best for flexibility and long-term ease.
CNAME records
Used when your organization must retain control of the domain’s DNS. It gives less flexibility and requires extra configuration steps (e.g. setting up redirects).
→ Best if your internal policies restrict NS delegation.
If you're unsure which to choose, ask your technical team or reach out to Go Vocal support, we're happy to help.
How to configure a custom FROM email?
By default, your platform sends email notifications from:
notifications@mail-eu.citizenlab.co
You can customize this to match your organization’s domain, such as:
notifications@participation.city.gov
However, this depends on how your platform's domain is technically configured (via NS or CNAME records).
Step 1: Understand domain limitations
Before choosing your custom email address, be aware of the following:
The email domain must not already be in active use.
You cannot use a domain that already has a functioning inbox — it must be reserved for sending notifications only, or it may cause conflicts with your mail server.
Step 2: Choose a domain that matches your setup
If your platform uses NS records:
You can use the same domain as your platform URL.
Example: If your platform lives at
https://participation.city.gov, you can usenotifications@participation.city.gov.If your platform uses CNAME records:
You must use a different subdomain for email, as using the same domain may create DNS conflicts.
Example: If your platform lives at
https://participation.city.gov, you can usenotifications@mail.participation.city.gov.
Step 3: Contact support to activate it
Once you’ve selected your email address:
Ensure the domain is available and not linked to an active inbox.
Send your desired FROM email to our support team at support@govocal.com.
We’ll finalize the technical configuration and confirm once the custom email is active.
Note:
The setup may require coordination with your IT team if DNS settings or domain ownership verification are needed.
How to configure a custom REPLY TO email?
Most automated emails sent from your platform, such as invitations, project updates, or weekly overviews, are not meant to be replied to. However, users sometimes still click “Reply.” By default, these replies are directed to Go Vocal, but we do not monitor or respond to them.
To ensure any replies from your users are received by your own team instead, you can customize the reply-to address.
Step 1: Check your plan
The ability to customize your platform’s reply-to email address depends on your pricing plan. If you’re not sure whether it’s included in your plan, check with your Go Vocal contact or support.
Step 2: Request the change
If your plan supports this feature:
Contact the Go Vocal Support team using the chat bubble on the bottom-right corner of your platform.
Let them know which reply-to email address you'd like to use.
Our team will configure the new reply-to address for you on the back end.
That’s it, future replies from platform emails will now go to your own inbox instead of Go Vocal.
FAQ on domain management
Quick answers to common setup and configuration questions.
Can I use multiple domains?
No, only one domain per platform. Use redirects if needed.
How do I add NS records?
Use your DNS provider admin panel. Ask IT for help.
Only 2 name servers allowed?
Add what you can. Go Vocal will verify if sufficient.
Why not use A records?
Not supported due to CDN with dynamic IPs.
Need a CSR file for root certificate?
Yes, Go Vocal can provide one if needed.
Dutch clients: Low score on internet.nl?
Contact support to implement CNAME or HSTS for compliance.