Email rendering issue in forwarded emails

A document by KCS Integration on behalf of bac89b007c194479a7573c01f235e47b3ecc2bbb on Mar 20, 2018Last modified by Vishal Sharma on Jun 26, 2018
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Issue Description
When forwarding email that was received via Marketo to other people, the email does not render the same in the recipient's email client.

 

Issue Resolution
This can happen when forwarding emails, as the email rendering capabilities depend upon the email client that recipient uses. HTML and CSS can be interpreted differently by different email clients. As noted in the comment below

  • Some clients' HTML parsers don't understand all types of markup, for example an HTML4-level client will not recognize HTML5 elements.
  • Some HTML elements and CSS rules are deliberately ignored, even if the underlying parser and (in the case of webmail) browser supports them completely
  • The HTML markup is can be changed, sometimes drastically, from the original markup before being displayed for security reasons

 

With that said, you can code against some of these anomalies by adding extra code in CSS to account for the differences. Marketo Support is not set up to assist with troubleshooting custom code as we are not web developers. We would suggest that you consult with an HTML/CSS designer to make these changes.

 

To ensure that the existing email templates are coded to comply with different email clients, it is advisable to consult with a web developer/designer to review the code. Here is a guide that you may find helpful: https://www.campaignmonitor.com/css

 

Furthermore, even if the clients are the same, the act of forwarding an email can itself change the HTML of the email.  However, Marketo does have a workaround for this. You would just need to ‘Forward to Friend' link directly into an email and when the person forwards the email using this link, there is a reduced possibility of the rendering issue occurring.

 

The below article covers adding the ‘Forward to Friend’ link to your emails

 

Title - 'Forward to a Friend Link' in Emails

Link - https://docs.marketo.com/display/DOCS/'Forward+to+a+Friend+Link'+in+Emails


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