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 Knowledgebase
Knowledgebase
CNAME Configuration for Engagement and Bounce Tracking

Applies to Email On-Demand

We require Email On-Demand users to configure and provide a custom domain before the Engagement Tracking or Custom Bounce Domain features can be used.  Only a single custom host name is required to enable both of these features, but you may also set-up and create separate records.

This requirement is in place for a number of reasons. First, for Custom Bounce Domains, this allows for email messages to be white-labeled to your own domain. Secondly, for Engagement Tracking, this customized domain is important because each user's email sending reputation can be insulated from the email sending reputations of other users. Since spam scoring systems typically fingerprint messages based on the domain names included in the message, links for various tracking events are most effective when using a custom domain name.  Were we to use a single domain for all users, such as the socketlabs.com domain, a small number of malicious senders could cause all other senders to inherit their bad sending reputations through the use of Engagement Tracking functionality.  

 

Configuration

In order to configure a custom domain for use, such as email.example.com the following CNAME record would need to be configured for the domain example.com:

email CNAME tracking.socketlabs.com

This tells DNS systems when looking up email.example.com, to redirect and actually look at the records for tracking.socketlabs.com.  

You can establish multiple CNAME records to have unique values in your URLs when compared to your bounce address. For example, you could create both links.example.com and bounces.example.com by setting the configurations as:

links CNAME tracking.socketlabs.com
bounces CNAME tracking.socketlabs.com

Since DNS management varies greatly between hosting providers, we do not provide instructions for adding a CNAME to the appropriate DNS record. Please contact your domain registrar, hosting company, or server administrator for assistance if needed.

Once the proper CNAME(s) have been configured in the organizational domain's DNS settings, the features can be configured from the Email On-Demand Control Panel by clicking on Configuration > Custom Bounce Domain > Configure Custom Bounce Domain. The domain(s) should be entered into the 'Custom Host Name' field. Pressing the Validate button tests the DNS settings in order to validate that the CNAME has been configured correctly. If the validation is successful, the settings page will allow the Engagement Tracking or Custom Bounce Domain feature to be enabled. If the domain's CNAME cannot be validated, this feature cannot be enabled.

Please be aware that modifications to DNS settings can take up to forty-eight (48) hours to propagate, though often this process takes only minutes.

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