This documentation is intended for someone with a technical background (e.g. an IT professional). It covers two important topics to ensure optimal performance and reliability of Meltwater’s Media Intelligence products. These topics are Email Deliverability and Application Specific Information.

Table of Contents

Email Deliverability

Application-Specific Information


Email Deliverability

This section guides you through how to solve common email challenges related to Meltwater’s Media Intelligence Products. Our emails are classified into two categories:

  1. System-generated emails (e.g. News Digests, reports, data exports, and other email notifications)

  2. User-generated emails (e.g. newsletters, media pitches, and press releases)


Public Domains

A public domain is any domain available publicly that you do not own. This would include (but is not limited to) gmail.com, yahoo.com, hotmail.com, comcast.net, etc. Sending marketing emails from a public domain is discouraged for several reasons. Recipient mail servers may not be able to verify the email address is valid. Additionally, you can not send securely from a domain you do not own. In the Meltwater platform, you will see that you will not be able to verify public domains. This is by design, since you cannot modify or verify a domain you do not own.


Email Troubleshooting

Spam filters are the most common reason causing email delivery issues. Spam filter settings are commonly defined by a company’s IT department, and default settings vary by the email provider. Both the size of the email and/or certain words can trigger the spam detection filter and prevent emails from being delivered.


Allowlisting

Confirm with the Meltwater user on your company’s account that they have registered a valid email address and also have them check their spam folder before proceeding with an allowed IP listing process.

Allowlisting emails from Meltwater can be done by registering our mail server names and corresponding IP addresses. We currently use multiple vendors for email. Below is a complete list of the information you need for allowlisting:

Customers experiencing delivery issues for ICM Outreach, Daily Digest Reports or Newsletters* can utilize this information:

*Mail headers will contain the mail server name and mail server IP’s listed below. Numbers in parentheses match up to sender email addresses below.

Mail server name

Mail server IP

Server Location

o10.ptr7375.reports.meltwater.com (1)

149.72.161.246

United States

o9.ptr3348.reports.meltwater.com (1)

149.72.190.43

United States

o1.ptr5902.newsletter.meltwater.com (2, 3)

149.72.227.21

United States

o4.ptr7073.newsletter.meltwater.com (2, 3)

167.89.111.77

United States

o6.ptr5219.mediaoutreach.meltwater.com (4, 5, 6)

168.245.22.106

United States

o7.ptr9580.mediaoutreach.meltwater.com (4, 5, 6)

168.245.23.37

United States

o8.ptr4143.mediaoutreach.meltwater.com (4, 5, 6)

168.245.61.128

United States

o5.ptr5048.mediaoutreach.meltwater.com (4, 5, 6)

168.245.125.167

United States

  1. Daily Digest Reports are sent from report@reports.meltwater.com.

  2. Newsletters are sent from either an Approved Sender(s) on the account, or newsletters@meltwater.com.

  3. Article shares are sent from logged-in email address, or share-content@meltwater.com.

  4. Outreach emails can only be sent from Approved Senders.

  5. Approved Sender activation emails are sent from approvedsender@returnpath.mediaoutreach.meltwater.com.

  6. "Forgot Password" emails and "Welcome to Meltwater" emails are sent from help@accounts.meltwater.com.

Search Exports (1), Alerts/Notifications (1), and Media Intelligence Platform initiated emails are sent from the following IP addresses. We strongly suggest allowlisting these IPs at this time.

Mail headers will contain the mail server name and mail server IP’s listed below.

Mail server name

Mail server IP

Server Location

b229-106.smtp-out.eu-west-1.amazonses.com

69.169.229.106

United States

b229-107.smtp-out.eu-west-1.amazonses.com

69.169.229.107

United States

b229-110.smtp-out.eu-west-1.amazonses.com

69.169.229.110

United States

b229-111.smtp-out.eu-west-1.amazonses.com

69.169.229.111

United States

b229-112.smtp-out.eu-west-1.amazonses.com

69.169.229.112

United States

b229-113.smtp-out.eu-west-1.amazonses.com

69.169.229.113

United States

b229-114.smtp-out.eu-west-1.amazonses.com

69.169.229.114

United States

b229-115.smtp-out.eu-west-1.amazonses.com

69.169.229.115

United States

  1. Search Exports and Alerts/Notifications are sent from "Meltwater Alerts <notification@notifications.meltwater.com>"


Email Authentication: DMARC, SPF and DKIM

DMARC ensures that legitimate email is properly authenticating against established DKIM and SPF standards and that fraudulent activity appearing to come from domains under the organization’s control will be rejected or quarantined.

SPF and DKIM are key components to implement a DMARC policy. They help validate a third-party domain and prevent email spoofing. These records can be obtained through the Approved Senders page in the application or through Meltwater’s Support team. See “How to Proceed” section below.

Email spoofing is the forgery of an email header so that the message appears to have originated from someone or somewhere other than the actual source. Email spoofing is a tactic used in phishing and spam campaigns because people are more likely to open an email when they think it has been sent by a legitimate source.

In order to improve email deliverability (reduce soft bounces) a validation process is required. In some cases, an email delivery provider may manage SPF and DKIM via CNAME records. A CNAME record points your domain to the email providers domain, where they can manage your SPF and DKIM record for you.

How to Proceed

If you do not have any Approved Senders listed and no details under the 'Domains' section, please add your work email address as an Approved Sender

  • From the Approved Senders page, select the Configure Domain button on your Domain which is unverified.

  • You will be provided with CNAME records on a new page, which can be shared with non-Meltwater users such as your IT department.
    The Domain Verification page will list six CNAME records, which point to two SPF records, and four DKIM records. All must be added to your DNS to verify your domain.

  • Ensure proper configuration of the CNAME records on your public DNS record. Please allow 24-48 hours for your domain to update to "Verified" on the Approved Senders page.

  • Once your domain has been verified, send a test email to ensure that the email is received. The test email should include one recipient with your organization’s email domain (internal) and one recipient with a different domain (external)

  • If the emails were not received, or if you are having trouble configuring the SPF and DKIM records, please contact Meltwater Support by emailing help@meltwater.com.


Configuring CNAMES FAQs

Does pasting the whole host name into DNS automatically append the parent domain?

Some DNS hosts will automatically add your top-level domain to the end of DNS records you create, which can turn a hostname for “email.domain.com” into “email.domain.com.domain.com”.

Be sure to follow the convention on existing records in your DNS panel when adding new ones, as sometimes you will only need to add what is to the left of the top-level domain.

For example, a hostname for “email.” becomes “email.domain.com”. More information.

What if I experience a duplicate host record when configuring my DNS?

It’s possible your company may already be using our third-party sender which may conflict with our provided CNAME info. Please contact our Support team and we can help resolve this issue.

Can either a Public or Private DNS be used?

The CNAME info provided by Meltwater should be implemented on a public DNS and not a private one.

Why am I getting a 550 error code with MIMECAST as my DNS provider?

Sending failure with MIMECAST as your email provider: a 550 error code may be encountered when sending from this third-party provider. Please contact our Support team and we can help resolve this issue.

My company has more than one Meltwater {Media Intelligence Platform} account. Can I still properly set up the CNAME configuration?

Companies with more than one Meltwater account using the same email domain will need to add the CNAME information for each account. Please contact our Support team and we can help resolve this issue.


Application-Specific Information

Protocols

Underlying security around HTTPS used the Media Intelligence Platform

Protocol

Supported

TLS 1.2

YES

TLS 1.1

NO

TLS 1.0

NO


Content Delivery Network

Meltwater uses Akamai.


Cookies

The user’s browser must have the cookies enabled. The Media Intelligence Platform will not function correctly without cookies enabled.


Browser Support

We support the current and previous major releases of Chrome, Firefox, Safari, and Edge on a rolling basis. We will be discontinuing support for Internet Explorer (IE) on June 1, 2020. Each time a new major version is released, we begin supporting that version and we stop supporting the third most recent version.


Privacy Policy

Meltwater’s privacy policy can be accessed here.


External Sites Called

Meltwater Media Intelligence products make calls to the following domains. Please ensure that these domains are allowlisted and not blocked by your content filters.

Wildcard Domains

*.meltwater.io

*.meltwater.com

*.mapbox.com

*.split.io

Individual Domains

Individual Domains

Purpose

*.meltwater.com

Domain of the entire application

*.meltwater.io

ds-aksb-a.akamaihd.net

Akamai is a global content delivery network (CDN) service that is used by Meltwater to deliver web experiences that are fast and of quality.

cdnjs.cloudflare.com

CDN service that is used in various parts of the Meltwater application

cdn.segment.com

Segment.io is used to track customer behavior in the application.

api.segment.io

Segment.io is used to track customer behavior in the application.

slack.com

Slack integration within the Meltwater application

translate.google.com/

For the Google Translations service that is integrated on all content streams

accounts.google.com

To authenticate the Google Analytics widget in Analyze

ssl.google-analytics.com

Google Analytics tracking

www.google-analytics.com

Google Analytics tracking

www.facebook.com

Engage Social connections, Share articles from Content Streams to Facebook, Authentication of FB and Instagram accounts to monitor certain private pages

staticxx.facebook.com

Engage Social connections, Share articles from Content Streams to Facebook, Authentication of FB and Instagram accounts to monitor certain private pages

connect.facebook.net

Engage Social connections, Share articles from Content Streams to Facebook, Authentication of FB and Instagram accounts to monitor certain private pages

widget.intercom.io

Intercom is a third party application used throughout the Meltwater application for customer relationship management (e.g. Live Chat help, broadcasting messages, etc).

api-ping.intercom.io

Intercom is a third party application used throughout the Meltwater application for customer relationship management

api-iam.intercom.io

Intercom is a third party application used throughout the Meltwater application for customer relationship management

nexus-websocket-a.intercom.io

Intercom is a third party application used throughout the Meltwater application for customer relationship management

js.intercomcdn.com

Intercom is a third party application used throughout the Meltwater application for customer relationship management

fonts.gstatic.com

Google's font catalog is leveraged in the application

fonts.googleapis.com

Google's font catalog is leveraged in the application

www.gravatar.com

meltwater-apps-production.s3.amazonaws.com

Amazon's cloud hosting service. Required for Press Outreach and Alerts features

sdk.split.io

Split is a third party application to manage feature flags and the rollout of a new feature

events.split.io

Split is a third party application to manage feature flags and the rollout of a new feature

linkedin.com

To authenticate LinkedIn integrations in various parts of the application. e.g. Meltwater Engage

api.twitter.com

To authenticate Twitter integrations in various parts of the application. e.g. Meltwater Engage

sdk.amazonaws.com

Amazon's cloud hosting service


Thank you for reading. If you have any further questions, feel free to reach out to us via Live Chat!

Team Meltwater

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