Marketo Sales Insights emails deleting cotent - help!

Hello,  Our sales rep can send Marketo emails directly from Salesforce using the MSI tool. Sometimes they use the Marketo Sales email templates that Marketing provides them and sometimes they create their own- it is just depending on what they are wanting to send out.  One of our reps is having an issue.  When he goes to send a Marketo sales email not using a template, the email sends without any text in the body. We have checked with our CRM admins and they seem to have no answer to this since it does seem to be a Marketo issue. Please help!