Cookie Issues

[Jeff_Smith3]

I had an issue today where if I completed a form for a webinar, I would not get the confirmation email. The form completion was noted in the activity history, but I would not go through the flow. I opened a ticket, and the support rep mentioned that he completed the form, and he went through the flow as usual, receiving the confirmation.

At the same time today, I was dealing with an issue where my co-worker informed me that he would not get the thank you email after completing the form on our website for an analyst report. (This is important because the thank you email contains the link for the report.) I tried it myself, and similarly, I did not get the email. I thought something was up with the form or the URL in the iframe was incorrect. After much troubleshooting, I realized that I would run through the flow and receive the email if I submitted the form in an incognito window. But in a window where I was a known lead, I would not trigger the flow. I then clicked "Not You?" below the form, resubmitted, and the flow worked. I never changed my email, proven by the fact that I could follow my activity history under that email address in the lead database.

Has anyone run across this before? Did my cookies somehow get corrupted or something, preventing the flow from working as it should? I found it odd that my co-workers (three of us) encountered the same thing together. Any help or insight would be appreciated into how this happens and how it can be avoided. Thanks!

[Justin_Cooperm2]

In Forms editor, there is an option "If Known Visitor, show" in the settings tab. Do you currently have it set to "Custom HTML"?

[Jeff_Smith3]

Hi Justin,

I have it set to show the form. We're using progressive profiling.

[Jeff_Smith3]

To clarify, the "not you" that I clicked on was on a different form that uses custom HTML. (The analyst forms don't have the "not you" since they show the form.) I went back to the analyst report form after clicking the not you and clearing the cookies.

[SanfordWhiteman]

Jeff, even if you see just a quick submit button (labeled Download by default) you should still run through the flow.

But if you have customized the HTML so that you download the collateral from a clickable link, rather than a button, then there won't be a Fills Out Form activity.

Are you certain, when looking at the SC results tab, that a near-duplicate lead (that kind of looks like you but with another email address) is not the one running through the flow?

[Jeff_Smith3]

Hi Sanford,

We're showing the form for returning visitors, not the custom HTML, so it's the same button to submit. In the SC results, I didn't show up originally, until after I clicked the "not you" and I successfully went through the flow. I have another employee this morning saying she's having the same thing happen, but her co-worker said, "When I tested it, it worked for me." I'll have her do the same clearing of cookies to make it work, but it's strange that it's all-of-a-sudden so inconsistent.

[SanfordWhiteman]

Are there no surprising constraints or filters on the SL?

[Robb_Barrett]

You may have a cached answer preventing you.  Always turn "Prefill" to off unless you're dead sure the info hasn't changed. I only allow prefill for name, address, email and phone number.  Everything else you HAVE to turn off, especially on hidden fields.

[SanfordWhiteman]

Yeah but Prefill <> Known Lead HTML.  If you disable Prefill (which doesn't work on embeds anyway) Known Lead HTML still works (if it is itself enabled).  From "Not You?" we know Jeff's seeing Known Lead HTML.

I def'ly agree that if you put email address in a hidden prefilled field, this can be confusing in the same way.

[Jeff_Smith3]

I'll take a look at the pre-fill and see if anything there is causing it. Thanks!