11 Replies Latest reply on Apr 6, 2016 2:00 PM by Robb Barrett PRD

    Prefilled form information incorrect

    Lorraine Lu

      I just created one email campaign in Marketo. When I send myself a testing email, I click the “Contact Us” form, I find all the information prefilled is my manager’s information. So I just send a test email to the campaign owner, she said when she click the contact us form, the information prefilled is also her manager’s information.

       

      May I know why this happens? Will this happen when we formally send out the email to our customers?

        • Re: Prefilled form information incorrect
          Grégoire Michel

          Hi Lorraine,

           

          This is because:

          • Either you chose your manager as a lead to populate the tokens when sending the draft
          • Or you have been sharing emails in the past and you both are having cookies on your browsers that link to the same lead in Marketo.

           

          Clean your cookies and try again. The first time, the contact form will be empty, then if you try again, it will fill out with your info.

           

          This will NOT happen when you send the email to a large population, except if people forward emails one to another. When an unknown person received an email forwarded by another known one, Marketo initially thinks they are the same, until the second person fills out a form with his/her details.

           

          -Greg

            • Re: Prefilled form information incorrect
              Lorraine Lu

              Hi Greg,

               

              How can I cancel to choose my manager as a lead to populate the token? Is there anywhere we can choose this?

               

              I didn’t share the email with anyone. And this is the first time I send the test email to the campaign owner. Her prefilled information is her manager and my prefilled information is my manager’s. So I just go ahead to input the token for lead first name, last name etc in the corresponding data value field in the form. As all the target customers are existing leads in the database, I hope when we formally send the email, their first name, last name, company, phone information will be prepopulated correctly. Will this work?

               

               

                • Re: Prefilled form information incorrect
                  Sanford Whiteman

                  There is no way for this to happen unless either [a] the Munchkin (web) session is associated with that lead via prior form fillout or link click, or [b] the email was sent to that lead.  Marketo has no awareness of who's your manager within your company. 

                   

                  Do this same test and open the link in an Incognito/Private Browsing tab (copy and paste the link -- don't click it, since that won't open an Incognito mode) .  This will eliminate all previous associations.  You will see that your manager does not appear.

                  • Re: Prefilled form information incorrect
                    Grégoire Michel

                    Hi Loraine,

                     

                    Yes, this will work. This is a so basic feature that if it did not work, Marketo would probably not be in the business any longer as of today

                     

                    Just do not send from your corporate email system the email that was sent to you or your boss...

                     

                    -Greg

                      • Re: Prefilled form information incorrect
                        Lorraine Lu

                        Hi Greg,

                         

                        It’s really wired. The Marketo support said this will not work. See his reply as attached.

                         

                        I’m puzzled. I did this and I tested with this setting. If I use another browser, my prefilled information will be correct. If I use Internet Explorer it will just prefilled the information that I submitted last time.

                         

                        Thanks & regards,

                        Lorraine

                          • Re: Prefilled form information incorrect
                            Sanford Whiteman

                            I don't see an attached reply.

                             

                            Anyway, Greg is correct.  By the definition of a tracked + mkt_tok-enized link to a Marketo Landing Page with a Marketo Form and Prefill enabled, a lead who clicks the link in their personalized email will have their data prefilled on the form, and Marketo will associate tracked web activities (both past and future) with that lead. If you see a manager's info, that means a manager went through the process in that browser.

                        • Re: Prefilled form information incorrect
                          Jenn DiMaria

                          I didn’t share the email with anyone.

                           

                          Just for clarification, the email you've sent doesn't have to have been shared with anyone; it could have been any email sent in the past, as well. When I was first learning Marketo, I would forward tests to my manager and then get his pre-filled information because my cookie became associated with his email address (and vice versa). We also had this happen with company newsletters; our sales team would forward them to prospects and clients, whose cookies would then get attributed to the wrong person. For this reason, I had to consistently train employees not to forward marketing emails.