Whispir’s multi-channel messaging capability enables you to deliver customer conversations with personalised and interactive content, across many channels such as email, SMS and web. As part of this capability, Whispir lets you customise the email domain and rich message links with your own brand. Branding improves your customers’ experience and supports greater trust and non-repudiation of your customer communications.

This guide steps you through the setup required for using our email service with branded domains. It follows best practice to ensure messages are securely transmitted and your organisation maintains an excellent sending reputation.

Configuration

SPF

Whispir supports an email authentication scheme known as Sender Policy Framework (SPF). This scheme enables your organisation to send emails from your own sub-domain, rather than a Whispir domain (whispir.com). Implementing SPF improves your message recipients’ experience and improves the reputation of your email communications.

An SPF record is a special text record that is attached to your email sub-domain name. This text record provides the list of Whispir servers that are authorised to send email on behalf of your domain.

Setting up SPF in your organisation is straightforward. However, it requires changes to your company DNS (domain name system) and hence is primarily an IT responsibility.

  • Firstly, you need to decide which sub-domain name you will be sending email from. This should be different from your top-level domain (for example, consect.com) to ensure there is no clash with your existing email systems. Whispir recommends that you select a sub-domain that identifies the purpose of the email communication (for example, marketing.consect.com, outages.consect.com, msg.consect.com). Using a top-level domain instead means that message bounces can’t be recorded and messages replies can’t be processed by Whispir and as such is not supported. Note: Whispir can only support one SPF subdomain per account.

  • Secondly, once you have selected an email sub-domain, update your DNS records to include an SPF TXT record for this domain. For instance, to originate email from ‘name@messaging.consect.com’, the TXT record for the ‘consect.com’ domain needs to be set up as follows:

    messaging.consect.com TXT "v=spf1 mx include:spf.whispir.com ~all"

    TXT record for different regions

    AU - v=spf1 mx include:spfau.whispir.com ~all
    NZ - v=spf1 mx include:spfnz.whispir.com ~all
    US - v=spf1 mx include:spfus.whispir.com ~all
    IT - v=spf1 mx include:spfit.whispir.com ~all
    AP & AP1- v=spf1 mx include:spfsg.whispir.com ~all

  • Finally - MX Records are an element of the SPF configuration. You will need to add these MX records in addition to the SPF record to your DNS:

    For au.whispir.com clients:

    • 10 mail1.service.whispir.com

    • 20 mail3.service.whispir.com

    For nz.whispir.com clients:

    • 10 mail.service.whispir.co.nz

    • 20 mail2.service.whispir.co.nz

    For us.whispir.com clients:

    • 10 mail.service.us.whispir.com

    For it.whispir.com clients:

    • 10 mail.service.whispir.it

    For ap.whispir.com clients:

    • mail2.ap.whispir.com

    For ap1.whispir.com clients:

    • mail.service.ap1.whispir.com

Once this work is completed, the Whispir Support Team will validate your sub-domain and provide additional DNS records for your IT team to update DNS record. Once updated, Whispir Support team will enable SPF for the account to send emails from your personalised address. Please contact Whispir support by sending email to support@whispir.com for any queries or concerns.

Contact Whispir Support if IP Whitelisting is required.

DKIM

Whispir supports Domain Keys Identified Mail (DKIM) in addition to SPF (Sender Policy Framework) as an email authentication method to verify the sender of an email and confirm the authenticity of the contents of that message. This is done by giving the email a digital signature which is encrypted.

DKIM objective is to improve email deliverability, email security and bypass spam filters. Use of DKIM record can protect domains against malicious emails sent on behalf of your domains.

DKIM is configured on a sub-domain name you will be sending email from. This should be different from your top-level domain to ensure there is no clash with your existing email systems.

DKIM Setup Process for AU & US Customers

DKIM is enabled by default for all AU & US customers not using an email alias.

For customers setting up an email alias for the first time, DNS records will be provided for DKIM to be configured on your sub-domain along with SPF.

DKIM Setup Process for AP, AP1, IT Customers

DKIM is currently not enabled by default but can be set up upon request for SPF enabled customers. Customers wishing to use DKIM should send a request to Whispir Support (support@whispir.com) to discuss further.

DKIM Setup Process for NZ Customers

DKIM is not currently available in NZ

Secure email

The Whispir platform web browser-based solution uses Secure Socket Layer (SSL) 256-bit encryption (AES_256_CBC with SHA1), TLS1.2 for transport of data via the web interface.

Whispir’s SMTP services support TLS 1.2 for all outbound traffic.

Message throttling

Some ISPs limit the amount of email they accept from a particular sender during a specified period of time. If you try to send email above their acceptable threshold they will reject your emails, resulting in a high number of bounce backs.

In the Whispir platform you access the Message Throttling Configuration settings from the Administration sidebar (Company Settings > Messaging >Throttling).

You can create multiple throttle queues here.

Assigning a message to a throttling queue

The way you assign a message to a throttling queue depends on which method you use to create the message in Whispir. You can either create a ‘classic’ message or create a message in the Rich Message Studio.

New 'classic' message

In a new ‘classic’ message click the Features tab, select the Message Throttling check box and then select the relevant throttling queue.

New message in Whispir’s Rich Message Studio

In a new rich message click Features in the progress bar and then click the Message Resilience tab. Select the Enable Message Throttling check box and select the relevant throttling queue.

Using the Whispir Email Service

Warming up IP addresses

By default, Whispir sends email from IP addresses that are shared with other Whispir customers. Whispir carefully monitors email delivery to ensure customers maintain an excellent email service reputation.

As a shared service there is no need to ‘warm’ the IP address before you begin sending. However, we do recommend taking a staged approach to your sendout to ensure you maintain or establish a good email reputation for your particular domain.

As you will now be using Whispir’s shared IP address to send your email communications we recommend taking time to ramp up your message campaign. We recommend two techniques:

Technique 1: Build up message volumes

When you first begin sending email messages using the Whispir platform we recommend that you establish an email schedule that slowly builds up your hourly send rate over several days/weeks until you reach your desired throughput.


The following table sets out our recommended daily email schedule.

DAILY EMAIL SCHEDULE

DAY

HOURLY RATE

1

20

2

50

3

100

4

250

5

400

6

600

7

800

8

1000

9

1200

10

1400

11

1600

12

1600

13

1600

14

2000

15

2500

16 - 21

3000

22 - 30

3000

31

4000

32 - 35

7000

36 onwards

Double the hourly rate per day until desired message send.

Technique 2: Improve your email reputation

To ensure you maintain a good email reputation we recommend that you follow the best practice guidelines below with any email campaigns. These guidelines are easy to follow and will ensure not only a higher reputation but also greater overall campaign success.

Best practice guidelines:

  • Ensure you use your own email list. Base your email list on recipients who have knowingly opted in to be contacted by your service. Avoid third-party lists, partner lists or other non-user-generated email lists.

  • Allow recipients to easily unsubscribe themselves from your emails if they no longer want to receive them.

  • Ensure that the unsubscribe link and other contact links in your emails are easily identifiable by email service providers.

  • Validate email addresses: For recipients who register for your email service send an email validating the supplied email address and confirming that they want to receive communications from your service.

  • Regularly clean up your email list to remove inactive and invalid email addresses. This will help you avoid high email bounce rates.

  • To ensure the greatest success for your email campaign we recommend always using the SPF authentication service. By implementing this, not only are you increasing the chances of success for your campaign you are also building trust with your intended recipients by only sending fully authenticated emails.





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