GoToWebinar Confirmation Email Issue

[Anonymous]

I was helping a client run their Confirmation emails through Marketo only to just discover the new GTW interface left out the ability to disable GTW Confirmation Emails.

So now 2 emails will be sent, 1 from Marketo and 1 from GTW.

Here's what GTW Support said:

Brian P. (14:42:22):

Thanks for waiting Josh. Unfortunately, that feature is not currently available. You can disable the reminder emails, but we require the initial confirmation email be sent out.

Can anyone else confirm this or know of a workaround? This seems especially odd from both GTW and Marketo's perspective.

Cheryl, can you speak to GTW about this?

[Anonymous]

I'm not finding a way to turn off the initial confirmation email from GTW - and I'm pretty sure we have the "new" Global version.  I did uncheck the "Send to all registrants" box, but still received a confirmation email in my campaign testing.  Is there something I'm missing?

[Anonymous]

Thanks for the update Cheryl!

[Anonymous]

I just received word from the Product Manager at GTW that they support the ability to turn on/off the confirmation email for Global GTW customers.

[Anonymous]

Going back to the original post here, I spoke with the Product Manager at GTW and got clarification on when they will support the ability to control the confirmation email from Global GTW.  He stated end of Q1, with no specific date yet.

[Anonymous]

Seems like the newer GTW accounts are using a different format now:

https://global.gotowebinar.com/icsCalendar.tmpl?webinar={{my.Event Number}}&user={{member.registration code}}

Update: just tested this and it works very well. Of course, I'll still get 2 confirmations. GTW or Marketo needs to fix this.

[Anonymous]

There are two different versions of GoToWebinar.  The new one is called Global GoToWebinar and it has the new user interface.  I've been told by the Product Manager at GoToWebinar that they will be adding the ability to turn on/off the confirmation emails in Q1.  I've asked for more specific details and will let you know when I have more information.  

If you are using the legacy GTW, then you still have the ability to turn on/off the confirmation emails.  One way to distinguish is to look at the URL.  If you are on global GTW, the URL will be global.gotowebinar.com.  If you are on the "old" gotowebinar, then your URL will start with wwwX.gotomeeting........

[Anonymous]

Everyone, thanks for helping to confirm the issue and offer a workaround. I'll go test Elliott's link on the system.

[Anonymous]

One note on his code, the "www2" could be "www" or "www3" or something else depending on your instance; you'll need to look at the code generated by the GTW emails to get the right subdomain.

[Anonymous]

The ICS file "trick" that Elliott is talking about should work regardless of these new changes (I wrote the same code for some of our clients and they were quite happy! It's a shame the other webinar providers can't do this).

The disabling of the confirmation email can only be done on "legacy" accounts with GTW; any new accounts provisioned in the last few months (when this issue started cropping up) cannot disable the confirmation email and can't roll back to the old interface.

[Anonymous]

Josh,
Is there any way for someone at Marketo to confirm if Elliott's link and tokens will work? I've seen a bunch of people asking for this functionality to be added so I bet it would make a lot of people happy!

Em

[Anonymous]

...even if it doesn't, you're still a genius!

[Anonymous]

If that works, then you're a genius Elliott!!! Thank you! 🙂

[Anonymous · Accepted solution]

In the past, we included an "Add to your Outlook Calendar" link (https://www2.gotomeeting.com/synchOutlook?wid={{my.Event Number}}&uid={{member.registration code}}) on the email confirmation we sent after the lead registered via a Marketo form. 

The Event Number My Token uses the event number that we obtained from GTW, and the {{member.registration code}} token uses the registration code value set by the GTW adapter.  I hope their changes didn't break this!

[Anonymous]

Yeah, ICS files are a manual process in Marketo right now.

[Anonymous]

I've logged in to my account on GTW (on the website). I initially shut my confirmation notifications off until I realized I couldn't provide an "Add to Outlook" button/link through Marketo and that's a vital piece of the program so I've turned the GTW confirmations back on.

[Anonymous]

Emily,

Where are you seeing this? In the application or on the website? There *used* to be a setting like that before they changed the interface last month, but like Diana, I can no longer see it.

[Anonymous]

I have that exact issue, and I've been told there's nothing that can be done. GTW used to allow you to turn off the confirmation email but took away that ability in the last few months. No reason was given, so now all customers who use GTW are forced to have the poorly branded email confirmation dispatch from GTW alongside their Marketo email.

[Anonymous]

You should be able to turn reminder emails off inside GoToWebinar. All you have to do is view your webinar in "My Webinars" in GTW and in the dropdown box called "Change Session Settings" there's an email notifications option.

In there, you have the ability to check off which emails you want to send out or turn off.