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Knowledgebase : On-Demand

The address for our SMTP service is smtp.socketlabs.com [https://support.socketlabs.com/staff/smtp.socketlabs.com].  The IP address for smtp.socketlabs.com can change frequently because we employ widely geographically-distributed SMTP servers for high ava...
The SocketLabs On-Demand Platform is used by many clients to perform email marketing. To ensure our platform maintains a very high reputation for the messages we send we have established strict limitations on the methods our customers are permitted to use...
We commonly receive inquiries from prospective customers and existing clients asking to provide more specific information about our tolerance for spam complaints. One reason this question comes up is because the SocketLabs Acceptable Use Policy [http://ww...
HOW TO ENABLE THE ADDITIONAL COLUMNS The Delivered Messages Report available in the SocketLabs On-Demand Control Panel provides information about every successfully-delivered message that processes through a specific server. In addition to the basic info...
SOCKETLABS RECOMMENDS THE FOLLOWING OPERATING SYSTEMS AND BROWSER COMBINATIONS FOR THE BEST COMPATIBILITY WITH OUR SOCKETLABS ON-DEMAND CONTROL PANEL. For Windows users we recommend the most recent release of: * Mozilla Firefox [http://www.mozilla.o...
_Applies to SocketLabs On-Demand_ We may require 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, bu...
Below are the answers to some important questions regarding the creation of content in the Marketing section of the SocketLabs On-Demand Control Panel. Should you need a walkthrough of our basic marketing features, you can view instructions for Managing R...
If you are experiencing a service outage, please check our status page at http://status.socketlabs.com for up-to-date news of any maintenance that might be going on or outages of which we are aware. Please also see our article that discusses basic SM...
If you are having problems connecting to smtp.socketlabs.com there are some basic tests that can be performed to diagnose the issue that is occurring.  It is important to understand that smtp.socketlabs.com is designed as a highly available system.  Since...
WHAT IS THE SOCKETLABS ON-DEMAND QUALITY SCORE? The Quality Score is a measure of how well SocketLabs thinks your outbound email is performing on a score of 0 (worst) to 100 (best). HOW IS THE QUALITY SCORE CALCULATED? It is important to note that the...
We often hear our customers ask "What is the Suppression List?" after finding out a message was not delivered due to suppression.  The suppression list is a tool for reputation management. Many major mailbox providers (Gmail, Hotmail, AOL, etc) calculat...
WHAT IS A WARM UP PERIOD? Our job here at SocketLabs is to give the messages you are sending the highest odds of reaching the recipient's inbox. In order to maximize the rate at which this happens we will initially throttle the rate we send your messages...
WHAT IS A BOUNCE ADDRESS? A bounce address is another term for the return path address.  This is an email address specified during the SMTP protocol communication process that determines where the receiving mail server sends back its bounce and error mes...
_Applies to SocketLabs On-Demand_ Engagement Tracking allows an SocketLabs On-Demand user to detect how their email recipients are engaging with messages sent to them. Specifically, the opening of a message, the click of a link, and a request to be unsu...
RAMPING UP YOUR SERVICE FOR SUCCESS Part of getting your email into the inbox requires us to establish a good reputation for you with the ISPs. To do this, we need to initially throttle the rate at which we deliver your email. This is an automatic "ramp-...
If there is anything we can do to improve your experience, please let us know. We are always happy to work with our customers to ensure that we are meeting your needs. Should you decide to cancel after all, you may do so online. For security reasons we ...
You can effectively use an in-house SMTP server to relay outbound email to your SocketLabs On-Demand account. This would enable you to queue outbound email locally if your connection to our service is unavailable for any reason. The below entry on our blo...
You can upgrade your plan level at any time right from the SocketLabs On-Demand control panel at http://cp.socketlabs.com [http://cp.socketlabs.com].  Once you have logged in, follow these steps: * Click the View button next to the server you want to ...
One of the major benefits of the SocketLabs On-Demand service is providing a single central location to see the status of all your messages, including those that failed delivery.  We employ an array of technologies to collect and analyze failures that occ...
To enable the use of SSL/TLS when injecting email messages to SocketLabs via SMTP Relay, it's usually as simple as enabling the “Use SSL/TLS” checkbox present in the configuration screen of most mail clients and servers.  The terminology or wording differ...
For phone and chat customer support that is specific to your account, you will be asked for a support PIN. Go to your Control Panel and locate your name in the upper right-hand corner of the screen. Clicking on your name will reveal a dropdown menu. F...
The URL for our HTTP Injection API is [ https://inject.socketlabs.com/api/v1/email ].  The IP address resolving for the domain [ inject.socketlabs.com ] can change frequently because we employ widely geographically-distributed servers for high availabilit...
WHY TWO DIFFERENT LOGINS? If you signed up for the Email Marketing system you will have received a login for that system and for something called the SocketLabs On-Demand Control Panel. Why log in to two different systems? The Email Marketing system prov...
The Inbound message processing feature allows On-Demand customers to direct their inbound email to SocketLabs servers.  The inbound messages are automatically parsed into JSON structures and pushed to a customer HTTP/S endpoint for processing and/or stora...
The following is a list of IP address ranges in CIDR notation that may be used by SocketLabs to deliver messages for our customers using the SocketLabs On-Demand platform.  142.0.176.0/20 207.246.239.0/26 This list was last updated on [ 9/22/2016 ]....
BENEFITS OF THE AUTOMATED LIST-UNSUBSCRIBE HEADER FEATURE: Mailbox providers have expanded the definition of spam to include any messages that their users don't want to receive. Some providers will even consider your messages to be spam if they are freq...
_Applies to SocketLabs On-Demand_ When not using the 'Automatic Tracking' option for Engagement tracking, both Open and Click events can only occur when specific tags are added to a message's contents. Unsubscribe events always require text to be added,...
Below are the answers to some important questions regarding the Marketing section of the SocketLabs On-Demand Control Panel. For detailed, step-by-step instructions on creating and sending email using our tools see our articles  Your First Mailing [https:...
Applies to SocketLabs On-Demand Applies to HMS Version: 1.0+ When messages bounce or fail in either the On-Demand service or in an On-Premise system, failure codes are provided in order to indicate the nature of the bounce or failure. On-Premise systems...
UPLOAD CRITERIA Only .csv files are accepted at this time and they must conform to the following specifications: * file format must be .csv * file size must be less than 250 megabytes (262,144,000 bytes) * must be comma delimited (commas should b...
There are two ways a message can be transmitted over an encrypted communication channel via SMTP.  Here at SocketLabs we support both methods on our inbound SMTP gateway [ smtp.socketlabs.com ]. The first method of achieving secure message transmission ...
The SocketLabs On-Demand Platform delivers messages securely with opportunistic SSL/TLS encryption. For more information see our blog article on Secure Message Delivery with SocketLabs. We can also customize how your server utilizes SSL/TLS for a secure m...
WHAT IS SPF? Sender Policy Framework (SPF) is an open standard specifying a technical method to prevent from address forgery in email messages.  SPF allows the owner of a domain to specify which mail servers they use to send mail from that domain.  Befor...
WHAT IS DKIM? DomainKeys Identified Mail (DKIM) is a popular email authentication technology that allows for a domain to prove it is responsible for a message and that that message was not altered as it traveled the delivery path.   DKIM is a standard...
The SocketLabs On-Demand API Documentation is online at: http://www.socketlabs.com/od/api [http://www.socketlabs.com/od/api]
This security feature of the SocketLabs On-Demand platform allows users to provide specific email addresses and/or domains that are permitted in the MAIL FROM SMTP protocol command issued during the mail relay process.  Once a single domain or address is ...
*** WARNING THE ADVANCED DKIM SIGNING OPTION REQUIRES SIGNIFICANT KNOWLEDGE AND UNDERSTANDING OF DNS *** For users looking for full control over the DKIM signatures generated for the messages processing through their SocketLabs On-Demand server the Adva...
The easiest way to brand and whitelabel your email messages with your own DKIM signature is with the “Custom” signing option.    Now available on all SocketLabs On-Demand plan levels, the “Custom” option requires only the establishment of a single CNAME r...
INBOUND SMTP RESTRICTIONS In order to provide the highest level of service our inbound injection network has the restrictions listed below when injecting inbound messages for relay. -Maximum of 20 simultaneous connections per IP may be established to s...
WHAT HAPPENS WHEN I CLICK THE "PURGE QUEUE" BUTTON ON THE QUEUE DETAILS PAGE OF THE CONTROL PANEL? Initiating a purge of the current outbound messages in queue for your SocketLabs On-Demand server will immediately pause delivery for your server.  Once th...
WHAT IS TWO-STEP VERIFICATION? Two-step Verification is one of Socketlabs' additional security features. It prevents unauthorized users from logging into your Socketlabs Control Panel even if they have acquired your username and password. It does t...
When Engagement Tracking is turned on for a server, the Engagement Tracking Report allows you to view how customers have interacted with messages. The Engagement Tracking system is designed to keep track of every interaction including the number of opene...
ACCOUNT AND SERVER ACCESS LEVELS FOR SOCKETLABS ON-DEMAND USERS There are four different user access levels that can be assigned to SocketLabs On-Demand users.  These various permissions levels enable organizations to tailor their account and server acc...
BASIC INFORMATION ABOUT THE SENDER ADDRESS An email message is made up of two primary parts, the header and the body.  The header of an email is where you will find common values of a message such as the To Address, From Address, and Subject line.  This ...
SocketLabs On-Demand enables advanced reporting and tracking of your messages by allowing you to tag them with your own user-defined Message and Mailing/Campaign identifiers. Two identifiers are supported: MessageId and MailingId. The Message ID is typi...
The Notification API is a feature that allows SocketLabs On-Demand users to receive notification messages for events that occur within their SocketLabs On-Demand server such as message delivery, delivery failure, and FBL reports. In order to use this API,...
AN IDEAL WAY TO GROW YOUR LIST... CLEANLY! Using web signup forms is an easy and popular way to grow lists for your organization. SocketLabs helps you create simple, versatile, https-supported signup forms that can be inserted into your own website. O...
When you view the Failures Report you may notice that Type field is displayed as Permanent, Temporary, or Suppressed. When you download the report you will see that the Type field is specified as 0, 1, or 2. Here is the translation: Temporary = 0 Perm...
VARIABLE ENVELOPE RETURN PATH WHAT IS THE RETURN PATH? The return path is an email address specified during the SMTP protocol communication process that determines where the receiving mail server sends back its bounce messages.  There is a wide range ...
INITIAL CONFIGURATION Before you are able to send emails through the Marketing section of the Control Panel, Engagement Tracking needs to be configured and Unsubscribe tracking enabled. You may create content for drip campaigns and mailings as well as up...
INITIAL CONFIGURATION Before you are able to send emails through the Marketing section of the Control Panel, Engagement Tracking needs to be configured and Unsubscribe tracking enabled. You may create content for mailings and drip campaigns as well as up...
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