Users can elect to send corrective action to employees by using the Tickets functionality. When a corrective action Ticket is sent from the system, an automated email like the example below is sent to the employee from [email protected]. This is the default for SocialShield's Ticket delivery.
However, users who have concerns about the deliverability of these default setting Tickets may request to have Tickets instead come from the company’s email domain.
To make this request, users should email [email protected] with the below information:
The new desired “From” email (example: "[email protected])
The new desired “From” name (example: “ABC Compliance”)
Email contact information for the company’s IT employee who manages the company’s Domain Name System (DNS)
For a streamlined process, users should include their appropriate IT contact in the initial request email.
During the setup process, the IT personnel member will receive an email from ActiveComply’s email provider, SendGrid, that will walk them through the process of adding DNS records.
Optional Link Branding Feature
This feature is generally more labor intensive for user IT staff, depending on particular email security and DNS registrar settings, and may not always be a possibility. Additionally, the Domain Authentication of the “From” email as outlined above generally achieves the majority of email deliverability goals without the optional link branding feature enabled.
Beyond changing the “From” email domain as outlined above, users have the ability to implement Link Branding' which ensures any links found within the body of the email also reflect the company’s custom domain. This feature will require a separate SendGrid email invitation to be sent by ActiveComply support staff.
The Link Branding configuration itself is completed on the user’s side and typically involves updating DNS records provided by SendGrid. It’s common for compliance oriented organizations to encounter additional complexity around SSL and https redirects. The exact setup process may vary depending on several factors, including the user’s cloud hosting provider (e.g., AWS, GCP), use of edge service providers (e.g., Cloudflare), and DNS registrar (e.g., GoDaddy, Namecheap). Because of these variables, we recommend involving technical staff familiar with DNS management to ensure a smooth and successful configuration.
The link below is a sample configuration that enables SSL support via Cloudflare:
https://www.twilio.com/docs/sendgrid/ui/sending-email/content-delivery-networks/using-cloudflare-as-your-content-delivery-network-cdn
Additional Notes:
ActiveComply recommends that the address you use has an autoresponder that indicates the mailbox is "not monitored".
This means that any employees who reply to a corrective action Ticket email will receive an automated email from your mail server indicating that their email has not been received.
Please note: if the company decides to allow replies to go directly to the Compliance or Marketing team members, then those messages will not be included in the Ticket activity in SocialShield.