Problem with Lead.First Name Token in an email Preheader

[Carl_Delafonta2]

Hello,

I am recently having some issues with the Lead.First Name Token when using it in an email preheader. I am using the token as follow :

Hello {{lead.First Name:default=}}

The token is used in both the preheader and in the body of the email. In the email preheader, I saw some cases where the first name is not the right one while it appeared correctly in the body of the email. Sometime, the first name appeared correctly in both the preheader and in the body of the email. This is a bit confusing because I am using the token the same way in both the preheader and in the body.

Here is an example that I saw this week. The lead first name in Marketo is : ''Jean-Charles''. Here is what he received :

Email's Preheader

Email's Body text

This is really frustrating to see that some leads are receving en email and it says ''Hello Bj'' in the preheader... I have open a case with Marketo for this issue and they weren't able to reproduce it. However, it has happened a few times so far. Has this issue happened to anyone before ? If someone has an idea as of why this is happening, feedback would be greatly appreciated!

Thank You!

Carl

[Justin_Cooperm2]

Hi Scott,

Tokens should always be replaced with the value on the corresponding lead's record. It should never include someone else's content and if you are seeing that you should file a support ticket immediately. The only thing that isn't supported at the moment is using any token in the Marketo Preheader field. Tokens should work in the body of the email elements or email template itself.

Justin

[Cecile_Maindron]

"The only thing that isn't supported at the moment is using any token in the Marketo Preheader field." Justin Cooperman​ I'm surprised by your comment because we are using a program token (asset name) in our pre-header and it's working fine. I haven't seen yet any occurence where it wasn't working.... or did you mean it doesn't work if you try to pull a field value?

[Justin_Cooperm2]

Hi, yes, I am referring to non-program tokens being used in the Marketo Preheader field as shown here Email Editor v2.0 Overview - Marketo Docs - Product Documentation

Thanks,

Justin

[Grégoire_Miche2]

Bonjour Cécile,

The Preheader Justin is talking about is the one accessible in the email settings, not a potential "preheader" section or module in your email. Are you talking about the same thing ?

Vote here :

-Greg

[Cecile_Maindron]

Grégoire, I'm talking about the pre-header feature (tick box with the 80 character limit)

[Grégoire_Miche2]

Then only the {{my tokens work there.

-Greg

[Carl_Delafonta2]

Hi Justin,

Thank you for your reply. I will wait for an update on the first point. I would like to understand why it happened, to make sure that it doesn't happen again.

For the second point, I understand perfectly and will adjust my next emails accordingly.

Thank you,

Carl

[Grégoire_Miche2]

Hi Carl,

On the second point, if your preheader module (that sits that the very top of the email) contains some tokens. the tokens will be rendered correctly before sending the email and the token value will be ursed normally for the email preview in email clients that use this fuinctionality.

-Greg

[Carl_Delafonta2]

Hello Michel,

Thank you for your response. That's what I will do for now.

Carl

[Grégoire_Miche2]

You are right, Justin, I remenber that we discussed this just after the roll out of the email editor v2. Or was it about making the preheader a dynamic content?

I could not find the idea, so I created it :

-Greg

[Carl_Delafonta2]

Hi Justin,

Thank you for you input. This is something I didn't know. I will talk to our web integrator and ask him to add the preheader in our templates.

Thanks for your help guys!

Carl

[SanfordWhiteman]

Iit's certainly very disturbing to have lead record details mixed together.

At least -- I suppose -- the fact that you're seeing this using the built-in feature, which is to some degree outside the usual email assembly, might make engineers do a double-check if you can get their attention. Just grasping at straws here, but to make sure the code doesn't have a bug with, say, two array indices being out of whack (viz. it's at lead #39 in one list and #38 in the other).

Are the bad names also in the same send?

[Carl_Delafonta2]

Hi Sanford,

I have seen some cases where the wrong lead first name was part of the email send, but also some cases where the wrong first name was not part of the email send. However, in all cases, the wrong lead first name was from a lead in our database.