Recipients receive old emails when plaintext isn't refreshed

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On May 26, we sent out the newest issue of our monthly e-newsletter as a split test. Yesterday, two recipients replied to two old emails, one a previous issue of the newsletter from three weeks ago, the other one-off event email from two years ago. We followed up with both of them and learned that the emails they replied to had appeared in their inboxes this week, as if they had just been sent. What's going on here?
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Posted 4 years ago

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Rachel Rogers, Communications Strategist

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Hi there! Thanks so much for reaching out!

I jumped into your account and made a copy of the most recent campaign. I've left it there for you to take a look at - you'll find it titled "Monthly Digest: April 2014 - Emma COPY." What I've found is that the plaintext version of your mailing that you're sending needs to be refreshed to match the most recent changes you've made to this newsletter. The plaintext version of your email, which is received by contacts who don't have HTML enabled in their email clients, will sync automatically as you make changes to a mailing until you edit it manually. Once the plaintext version has been edited manually, you have to go in and tell the plaintext version to refresh once you've made edits in the HTML version.

To toggle over to the plaintext version, look for the HTML View button up at the top left of the editor.



Toggle that menu over to plaintext. If that version needs to be updated you'll see the following message:



Once you click that Refresh plaintext button, you can be sure that the mailing you send will have the same info for your contacts who are viewing the HTML version and for those few folks are receiving the plaintext version as well.

Hope this helps! Let us know if there's anything else we can do to assist you!