Configuring Messages in the New Messaging platform

The new messaging platform was designed to give resellers comprehensive control over the look and feel of email messages to their clients.  This is a quick start article.  A more comprehensive article can be found here.  In this article we will look at:

 

Enabling and disabling email messages


The OpenSRS messaging system has over 100 templates. Some messages are mandatory and some are optional.  Optional messages can be enabled / disabled through the messaging section of the control panel.

The messaging section can be accessed by:

  1. Log into the Reseller Control Panel
  2. Mouse over the gear icon () in the top right corner
  3. Click on the Messaging option

There are six columns in the messaging platform labelled:

  1. Name - The name of the messaging template.
  2. Recipient - Target for the message. (Your account, End Customer, Subreseller)
  3. Category - Type of notification.
  4. Language Templates - Listing of languages configured for specified template.
  5. Last Sent - A record of the last time this message was sent and to whom. Note: Can be clicked for advanced details and reporting
  6. Status - Whether the template is enabled or disabled.

Note: Many ccTLD registries send emails directly to domain contacts. These messages will not appear in the OpenSRS messaging platform since the message doesn't originate from our system. These messages are not reseller configurable.

On the right side of the messages list is a toggle switch () to enable or disable a notification.

Note: When you see the disabled cursor()upon mousing over the toggle switch this means the message is mandatory and cannot be turned off.

Some notifications are only available through the Event Notifications system. The system is supplemental to the standard messaging platform and the notifications generated by it were designed for both human readability and automatic parsing by computer servers. Notifications from this system can be received via email or API.

For the scope of this document, we will only provide steps to enable Event notifications and highlight the important notifications.  Additional details can be found here.

Enabling Event Notifications:

  1. Login to the Reseller Control Panel
  2. Mouse over the gear icon () in the top right corner
  3. Click on the Account Settings option
  4. Click on the Event Notifications tab
  5. Under the Global Settings section toggle the email option on with the slider ()

All event notification messages are sent to your account's technical contact unless otherwise specified.

Recommended Event Notifications are:

  • Domain Create
  • Domain Registered
  • Domain Deleted
  • Domain Registrant Verification Status Change
  • Domain Message Status Change
  • Order Status Change
  • Order Message Status Change
  • Transfer Status Change
  • Transfer Message Status Change

 

Which email messages are important


Ultimately you decide which email messages you want to send to your customer base. We will outline some of the important messages for both Domains and Trust products which are directed at both you, the sub-reseller, and your end customer.

Domain Email Messages to End Customer:

  • Regarding Domain Expiration and Renewal
    • Registrant renewal confirmation
    • Registrant renewal reminder 10 days after expiry
    • Registrant renewal reminder 30 days before expiry (gTLD mandatory)
  • Regarding Domain Transfers Away
    • Outgoing transfer accepted by registrant
    • Outgoing transfer automatically accepted
    • Outgoing transfer away declined by registrant
  • Regarding Domain Transfers In
    • Incoming transfer cancelled by current registrar
    • Incoming transfer completed
    • Incoming transfer confirmed
    • Incoming transfer failure due to timeout

Domain Email Messages to Your Account:

  • Registrant validation status report
  • Domain renewal confirmation
  • Incoming transfer approved by registrant
  • Outgoing transfer notice (Losing Reseller)
  • Event notification message

Trust Email Messages to End Users:

  • Renewal reminder email 10 days before expiry date
  • Renewal reminder email 30 days before expiry date
  • Renewal reminder email 60 days before expiry date
  • Renewal reminder email at expiry date

Trust Email Messages to Your Account:

  • Message to reseller when vendor completes order
  • Message to reseller when vendor cancels the order
  • Message to reseller when vendor revokes the certificate
  • Reseller daily upcoming renewal reminder

 

Customizing email messages - recommended changes


The email messages OpenSRS sends to your clients can be branded and customized to your liking. For an in-depth guide on the customization feature of the Messaging Platform please see the Messaging Guide.

For the scope of this document, suggestions will be made on quick customizations you can make to impact notifications to your customers.

First, we will look at adding headers and footers to messages. Here are the steps to customize footers and headers:

  1. Login to the Reseller Control Panel
  2. Mouse over the gear icon () in the top right corner
  3. Click Messaging
  4. Click the Letterheads tab

By default there will be a standard English template to work from. If you want to add additional languages you can do so with the plus icon beside the search bar.

In this guide we will focus on the English template. To edit the English template, click on the link for it. A new window will appear: 

In the Brand Variables menu we have the following options:

  • {{ global_branding_customer_support_email }} - Variable to reference the contact email address for your customers to reach your support. To configure this email address, visit the Classic Reseller Interface.
  • {{ global_branding_logo_url }} - Variable to insert your company logo into the message. To configure your company logo, edit Branding in the Account Settings.
  • {{ global_manage_url }} - Variable to insert link to our end user domain management interface, also known as the MWI. To get more information on customizing this link, go to the Branding section in the Account Settings.
  • {{ global_rcp_url }} - Variable to insert link to our reseller/sub-reseller management interface.

We recommend you add a footer which signs each notification sent out with your company support page and contact information.

Here is an example footer:


If you have any questions please visit contact us via:

Here is the HTML code for the example above:

<div>If you have any questions please visit contact us via:
  <ul style="line-height: 25px; margin-left: -25px; list-style-position: inside; list-style-type: none;">
   <li>Web: <a href="http://support.mydomain.com">support.mydomain.com</a></li>
   <li>E-Mail: <a href="mailto:support@mydomain.com">support@mydomain.com</a></li>
   <li>Phone:
    <ul style="list-style-type: square">
     <li>555 454 1234 (Local)</li>
     <li>800 454 1234 (Toll Free)</li>
    </ul>
   <li>Hours: Monday - Friday 9AM to 6PM Eastern</li>
  </ul>
 </div>

 

After customizing the code, you can add it to the letterhead.  Paste the code AFTER the </div> tag at the end and before the </body> tag. The result should look like this: 


Setting the From address for end user and sub-reseller email messages


OpenSRS sends email messages to your clients as if the message is coming from the technical contact address on your account. This allows us to ensure all required notifications are delivered while maintaining brand anonymity. Spoofing the from address, however, can sometimes cause delivery issues with some mail providers. To allow OpenSRS to send messages on your behalf, we recommend that you configure an SPF record according to the "Email Notifications to Registrants" section in this article.

Here are some steps to define the email address that will be used for notifications:

  1. Log into the Reseller Control Panel
  2. Click Domains
  3. Click the Settings tab
  4. Click Edit to the right of Default Settings For New Domains

The email address listed here is the one we use.

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