If known user show custom CSS guessing wrong person

[Asmeele]

We have had a couple instances raised where someone has visited the website and gone to fill out a form and the rule "If know user show custom CSS" has been active. It would normally say "Hi, First name last name" but for some reason it has got the wrong contact name!

Obviously that is why we also give the option to select "Not you" but its not a good look when we use this too to personalise the experience but this get their name wrong.

Does anyone know why this might be happening and how we can improve the accuracy of it's guess work?

[SanfordWhiteman]

(It's Custom HTML, not Custom CSS.)

There's no "guesswork" at all! KV HTML uses the existing Munchkin cookie association if there is one. That association only comes from previously clicking a tracked link or filling out a form (or using the API, but you're almost certainly not doing this).

What you're seeing is simply an artifact of previous activity on the same device. Again, it's not guessing, just using the cookie as do Visit Web Page and Click Link on Web Page activities.