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A
Anonymous
August 17, 2017
Question

Whitelisting instructions to provide to customers?

  • August 17, 2017
  • 4 replies
  • 8145 views

Hi all! In an effort to combat some deliverability issues, we are trying to create a brief instructional document for our customers on how to whitelist Marketo to ensure they receive our Customer Success/Marketing communications. I have been looking around the various Marketo doc pages for instructions on this and cannot seem to find anything for this use case, only instructions for whitelisting internally (ex. for test emails from Marketo to our company domain.)

Anyone have any ideas or examples they could share?

Thanks!

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    4 replies

    Grant_Booth
    Grant_Booth
    Level 9
    August 17, 2017

    Hi Jasmine,

    Do you have a dedicated IP for your Marketo emails? If so, you can provide it to customers so they can ask their IT team to whitelist it. Without a dedicated IP though, you would probably have to ask them to whitelist all Marketo IPs, which their IT team is unlikely to agree to since it would guarantee delivery for emails from *any* company using Marketo.
    If there's a particular address your emails always come from (i.e. success@yourcompany.com) then you can also ask them to add that email address as a contact to improve delivery chances.

    Grant

      A
      Anonymous
      August 17, 2017

      Thanks, Grant. Good feedback. I'm not certain about the dedicated IP - I'd have to check. Unfortunately we send our emails from a variety of folks (just depends on the communication), so seems like it would be hard to ask them to add multiple folks as a contact. Food for thought, though.

      Steven_Vanderb3
      Adobe Employee
      Steven_Vanderb3Adobe Employee
      Adobe Employee
      August 17, 2017

      If you don't have a dedicated IP, or want an additional way to give your customers to whitelist, Support can also provide you with your unique Return Path Header for your instance that can be used for whitelisting purposes.

        A
        Anonymous
        August 29, 2017

        Hey Steven, I reached out to Support following your comment and asked about the Return Path Header. They said that some of the content is dynamic and changes with each email. Wouldn't this pose an issue with providing an individual address (e.g. your_munchkin_id.(\d+.)*\d+@em-sj-77.mktomail.com) to a customer to whitelist?

        Steven_Vanderb3
        Adobe Employee
        Steven_Vanderb3Adobe Employee
        Adobe Employee
        August 29, 2017

        Hi Jasmine!

        The Return Path Header is always going to be the same coming from your instance.  It's not actually an individual email address, it's a special field in your email header that identifies where the email come from.  Whoever runs the receiving server is able to configure a whitelist for it while continuing to block other Marketo instances, even sending from the same IP addresses.

        T
        Tom_Kerlin2
        Level 7
        August 17, 2017

        Hi Jasmine,

        This has come up for us before as well - It would be great if Marketo provided some sort of documentation for clients to send to unmailable recipients.

        Here's an eBook Marketo sent me that explains email deliverability in more detail: info.dh.com/rs/450-PSA-364/images/eBook-Marketo-Email-Deliverability.pdf

        Tom Kerlin
        Devraj_Grewal
        Devraj_Grewal
        Level 10
        August 29, 2017

        Jasmine,

        I asked a similar question quite recently: Instructions for customers on how to whitelist Marketo

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