How do I address Cloudmark regarding content filtering issues?

Key findings

• System distinction: Cloudmark uses different systems for IP blocklisting (CSI) and content filtering (sometimes referred to as CAT, or Content Anti-Abuse Tool, though this term is generally for internal customer use).
• Content footprints: Cloudmark's content filters analyze email content for specific patterns or 'footprints' that indicate spam or malicious activity.
• Official channels: The primary method for addressing content-related blocks is through Cloudmark's general support portal, not via dedicated email addresses or customer-only tools.
• IP relevance: While content is key, the sending IP address can still influence holistic Cloudmark filtering decisions, even for content issues.

Key considerations

• Accurate diagnosis: First, confirm that your deliverability issue is indeed related to content filtering and not an IP blocklist (like CSI).
• Content review: Before contacting support, thoroughly review your email content, including subject lines, body text, links, and images, for anything that might trigger spam filters. Understanding why your emails might be going to spam is crucial.
• Official support: Utilize the official Cloudmark support page for submitting tickets related to content filtering. Avoid trying to use customer-specific portals like CAT without proper authorization.
• Domain management: Regularly identify and manage domains protected by Cloudmark to proactively address potential issues.

Key opinions

• Method evolution: Many marketers recall a time when specific email addresses were used for content-related requests, but these methods are largely considered obsolete.
• CAT access: There's a common misconception that Cloudmark's Content Anti-Abuse Tool (CAT) is publicly accessible for submitting content issues, but it is primarily for customers.
• CSI distinction: Marketers often emphasize the need to differentiate between content issues handled by CAT and IP blocklists managed by CSI.
• Content importance: Many marketers acknowledge that Cloudmark filters emails based on content fingerprints, making careful content creation essential.

Key considerations

• Isolate the issue: Before reaching out, determine if the problem is a Cloudmark trap hit or a content-specific block. This distinction is vital for effective remediation.
• Seek current guidance: Always seek the most up-to-date information on Cloudmark's processes, as methods can change over time.
• Content optimization: Focus on creating clean, relevant email content to reduce the likelihood of triggering content filters.
• Proactive monitoring: Regularly check your sending practices to avoid ending up on any email blocklist, including those influenced by content.

Key opinions

• Clear differentiation: Experts confirm that Cloudmark's CAT is for content and CSI is for IPs, stressing these are separate filtering systems.
• Customer-only access: The CAT tool is designed exclusively for Cloudmark customers, and using it without proper authorization is discouraged.
• Persistent support channel: The official Cloudmark support portal has been the consistent channel for content issues for years.
• Avoid unauthorized methods: It is strongly advised against attempting to submit requests through back channels or via individuals with customer-level access to internal tools.

Key considerations

• Use proper channels: Always direct your content-related inquiries to the official Cloudmark support channels.
• Submit accurate data: When seeking remediation, provide detailed information, including email fingerprint data and headers, to help Cloudmark diagnose the issue.
• Understand blocklist mechanisms: Familiarize yourself with how email blocklists work to better understand Cloudmark's role.
• Continuous learning: Stay informed about updates in email deliverability and spam filtering, often shared on expert forums like Spam Resource or Word to the Wise.

Key findings

• Advanced filtering: Cloudmark Platform for Email offers comprehensive protection against spam, phishing, and malware through advanced content filtering.
• Content footprints: Email filtering by Cloudmark is explicitly based on 'content footprints' to prevent messages from being misidentified as spam.
• Flexible rules engine: Cloudmark's content filter includes a flexible rules engine to manage confidential, malicious, or inappropriate email content.
• Sender intelligence: Cloudmark Sender Intelligence (CSI) specifically addresses IP blocklists, requiring the sender to initiate a delisting request for domain blocks.

Key considerations

• Understand the platform: Review the capabilities of the Cloudmark Platform for Email to grasp how content filtering works at a technical level.
• Tailor your contact: When contacting mailbox providers like Cloudmark, ensure your request aligns with whether the issue is content-based or IP-based.
• Follow delisting protocols: For IP blocks, official documentation directs senders to initiate a delisting request, highlighting the specific process for different types of blocklists.
• Comprehensive understanding: An in-depth guide to email blocklists can provide further context on how Cloudmark's systems fit into the broader deliverability landscape.