15 Replies Latest reply on Feb 5, 2018 3:22 PM by Grégoire Michel

    Marketo sending old version of email

    Peter Crowell

      Hi,

       

      I have a series of emails set up to flow out to people who fill out a certain form.

       

      After making this live, I made a change to the emails, by removing the address from the footer.

       

      One recipient, who signed up for the emails before I made this change, is still getting the emails with the address in the footer.

       

      Can anyone tell me how to make sure the new emails are being sent?

       

      I've sent test emails that are up to date, but the live ones in the queue are still the old version.

       

      Any help?

       

      Thanks!

        • Re: Marketo sending old version of email
          Grégoire Michel

          Hi Peter,

           

          Sorry if I am asking obvious questions , but are you sure you approved you email draft ?

           

          AFAIK, when you approve a new draft of an email, this new version will be sent only to people for whom the "send email" flow step is fired after your new draft has been approved. Anyone whose flow step has been fired before the draft approval will receive the old version. But normally, there should not be that many people in this situation, since the delay between the "send email event" and the email actually leaves the email server is very short.

           

          -Greg

          • Re: Marketo sending old version of email
            Brooke Bartos

            Hi Peter,

            If I'm reading this right, there are several emails that are sent after the fact, not just one. It sounds to me like the person is already in the campaign flow steps. If that is the case, you'll need to initiate a new Smart Campaign to remove the person from the flow they are currently in. If there are additional assets they will still need to receive, you'll then need to create a new flow for them.

              • Re: Marketo sending old version of email
                Peter Crowell

                Thanks Brooke.

                 

                I understand. I think I can get away with just explaining it to the person in question, so I won't need to set up a whole new campaign.

                 

                I just wanted to be sure there was nothing wrong in the system.

                 

                If I understand this correctly, the emails that are approved and in the queue when a person fills out the form are the ones that person will get, even if there are subsequent updates to those emails.

                 

                Have I got that right?

                 

                Thanks again.

                  • Re: Marketo sending old version of email
                    Darrell Alfonso

                    Hmm no, that doesn't sound right.

                     

                    It should send the updated version of the email.

                    • Re: Marketo sending old version of email
                      Brooke Bartos

                      This is correct. Once the flow has begun, they will continue to get the assets because the flow was initiated for that specific email as it was. I was taught that this is just one of those tricky nuances of Marketo, and in fact I actually had to do this process myself the other day for this very same reason.

                      • Re: Marketo sending old version of email
                        Sanford Whiteman
                        If I understand this correctly, the emails that are approved and in the queue when a person fills out the form are the ones that person will get, even if there are subsequent updates to those emails.

                         

                        Have I got that right?

                        Don't believe so, no.

                         

                        Both of the takes in this thread can't be true simultaneously, and I think there's a severe misunderstanding here.

                         

                        With the exception of Head Start, a lead will get the Approved version of an email at the point the Send Email executes. Not the Approved version of an email from the point they qualify for a Smart Campaign.

                         

                        This is easy to test.

                         

                        1. Start your flow with a Change Data Value or another easily auditable action, followed by a Wait Step of 1-2 minutes, followed by a Send Email.
                        2. Kick off the campaign.
                        3. Wait for a lead to show the Change Data Value in their Activity Log, proving they've entered the flow.
                        4. Change (move quickly, now!) the email contents and reapprove.
                        5. Watch the Send Email go out.
                        6. Examine the email in your Inbox.

                         

                        I suspect that what you're experiencing isn't related to the time the lead entered the flow, but to some other content-related aspect such as dynamic content. Or simply a corrupt email.

                        2 of 2 people found this helpful
                    • Re: Marketo sending old version of email
                      Sanford Whiteman

                      Peter make sure you check the updates in your thread.

                      • Re: Marketo sending old version of email
                        Peter Crowell

                        Thanks everyone.

                         

                        I will check the html/text question.

                         

                        When did 2.0 happen? I don't know if this is a problem, but I did create this particular email flow before the others (same email flow for other product categories; emails virtually the same except for the product featured). But the other emails are not exhibiting this problem.

                         

                        I removed the address of the store location, which had previously been part of the body copy. I mentioned it only because its presence in the email indicates an older version.

                         

                        Thanks again!

                          • Re: Marketo sending old version of email
                            Josh Hill

                            Depends when someone activated Email 2.0 in your instance.

                             

                            Greg had a great post series on issues with converting emails from 1 to 2. We have a rule at my team to never update 1.0 w/o the coding team doing it.

                              • Re: Marketo sending old version of email
                                Grégoire Michel

                                Thx Josh.

                                 

                                The v2 editor was released end of June 2016.

                                 

                                The V2 editor is far less tolerant than the v1 was with html errors such as uncloses tags or nested editable zones. To avoid too many problems, Marketo has implemented some automated fixes for the most errors that were tolerated by the v1 editor.

                                 

                                As a result, converting a v1 email into a v2 can lead to 2 scenarios : either it becomes impossible to edit the email or Marketo fixes automatically the errors, but the whole structure of the email gets modified (for instance when Marketo displaces 2 nested mktEditable tags)

                                 

                                This being said, I have never observed a situation where as a result, the old version of the email continues to be sent if you have been able to edit and approve the v2.

                                 

                                -Greg