Content is being duplicated when the email is delivered, but it is not duplicated in the template/campaign.

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  • Updated 2 years ago
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Using Chrome - We are creating emails in Emma. The template looks exactly how we want it but when we send test emails the content gets duplicated and content shifts. Also, as we update subject lines and save the changes, customers are still seeing old subject lines. Some customers are receiving duplicates of the same email. Please advise why these separate issues are occurring and how we can go about resolving them. Thank you. 
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AEP Energy

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Posted 2 years ago

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Anthony Miranda, Customer Support Specialist

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Hey there,

I definitely want to get to the bottom of this, so I'd like to grab some additional information from you.

First off, is the duplication of content happening in every mailing you are working on or is it isolated to a specific template? What inbox are you using when you see that the content has been duplicated? For the issue related to the subject line, I'd like to know where you are making those updates. Is that on the Review & Send page or on the Send Test panel?

I'd also like to know if there are any particular mailings in the account that I should look at. Ones that consistently exhibited the behavior you described.

I'll keep an eye open for your reply so we can get this taken care of!
(Edited)
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AEP Energy

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Thank you for your assistance. 

The duplication was isolated to one email template but upon restarting the template it has not reoccurred.  In reference to the subject line, we are updating the copy in the email template itself. When we click on Review and Send, as well as Send Test, the updated subject line is present, however our customers are still seeing outdated subject lines. The email is part of a nurturing cycle for our customers.  
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Sam Collis, Customer Support Specialist

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Hi there.

Sorry for the delayed response here, Anthony has been away from the office today but I wanted to make sure you weren't left hanging.

In regards to the subject line, I can see under the "Automated" tab on your campaigns page that you have mailings attributed to your workflows that have unpublished changes.  When making changes to an email involved in a workflow Emma requires that you "Publish" those changes.  I could see that you had two different subject lines in the "90 Day Email" mailing and the "90 Day Email" involved in the corresponding workflow.  If that is the only change that you've made, then you can go ahead and change that subject line from selecting that email from the workflow (Automation -> Workflow -> Edit workflow -> Click on Specific Mailing).  Alternatively, if that's not the case and there are other changes that need to be added, the best course of action would be to publish those changes (assuming that these are the mailings that you're talking about).

As far as the duplication is concerned, it sounds like you might have got that under control.  If you would like us to take a look at it feel free to let us know which template it is that was causing that strange behaviour.  As a precautionary measure, I'd advise clearing your cache and cookies too in case your browser is interfering here.

Finally, which specific email is triggering twice? Is it definitely a part of only one of the workflows and not a matter of someone receiving an email from both at the same time?  It would be helpful to know an example of a specific contact and mailing that has duplicated so we can dig deeper into this one. 

I'll keep a keen eye out for your reply here :)
(Edited)
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AEP Energy

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Thank you for responding. The (Automation -> Workflow -> Edit workflow -> Click on Specific Mailing) method you recommended showed us the old subject line so we were able to adjust the copy there. Thank you. 

In reference to the duplication, it is happening with the first automated email they receive as part of our nurturing cycle (30 Day Email - Welcome to the AEP Energy Family). 
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Sam Collis, Customer Support Specialist

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Sorry for the delayed response on this.

I checked with our development team and what you're experiencing here is a part of a known bug that causes those mailings to duplicated occasionally.  Understandably this has been the cause of quite a lot of frustration but this is a problem that is currently being worked on.  I'll be sure to reach out when I have some more insight for you!
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Sam Collis, Customer Support Specialist

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Hi again!

I just wanted to reach out to let you know that I've received word that this bug you were running into 6 months ago has been resolved.  That content duplication should no longer occur when the email is delivered.

Thanks a bunch for your patience on this one, and should you still have any problems please just let me know!