Outlook Plug-in: Responding/Send&Track providing BLANK email

[Anonymous]

Hey guys... we've installed the latest version of the Outlook plugin and everything has been working fine however, one of our team members just showed me that when she hit "reply" on an email, and then "Track and Send" ... a pop-up window comes up that has been showing the text of her email, and giving the option to send. HOWEVER, she's come up against a couple of instances today that when that pop-up window comes up, it's completely blank. Obviously, not wanting to send the person an empty email, she hasn't hit the "send" button again.

She's been using the plug-in with no other issues... and usually this window pops up with the contents of the email she just wrote however, the window popping up completely blank is new - and not effecting all email addresses/leads.

Any ideas on what might be causing that?

[Anonymous]

I would definitely give Support a call to troubleshoot what is happening.

[Anonymous]

Will do. Thanks Cheryl!

[Anonymous]

We've been having the same problem. Did you figure out a solution that you were able to implement on your own, or was it an issue with Marketo? Also, we've been experiencing a problem where when a Sales Rep sends and tracks an email through the Outlook plugin, a new lead is created in Marketo with the first name being the beginning of the email address (ex: aquinn of aquinn@harmonyis.com) and the last name is MktUknown, even though the lead already exists in Salesforce and the email entered was exactly the same as the email of the lead that already exists in the system. We have no idea why this is happening, but we're having the same problem you were having with the blank  template at the same time, so I'm wondering if they could be related or if you might have experienced the same issue.

Thanks,
Alex

[Anonymous]

Hey Alex!

We (Us + Marketo Support) couldn't figure out why the blank template issue was happening (and they couldn't re-create the issue on their end to troubleshoot further). Fortunately, it only happened a couple of times, and then went away on its own... it happened shortly after we upgraded our Outlook plugin, so am not sure if it was just a delay in the upgrade working smoothly, taking a day to synch up and work correctly? (Not sure why that would be, so that's complete conjecture on my part... seems like it would work smoothly right off the bat!) That said, after the first few times, it hasn't happened since but, still unsure why it happened in the first place!

As for the MktUnknown situation... that's an interesting one! Seems to me, that if they're sending and tracking an email, to an address that is exactly the same as one that's already in the system, that MktUnknown lead shouldn't be created. But, maybe there's a connectivity issue or delay at the time of sending, that causes the system to not recognize the email temporarily (again, conjecture). Of course, while the email will still go out successfully, it just forces you to go in and merge those new records with the old ones, so you have all activity history attached to one common record. Sorry to hear that!

I bet if you log a Support ticket, they might be able to identify why that's occuring. Good catch!