words in parenthesis disappearing in from name

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We were trying to send an email from a person with their maiden name in parenthesis, but when the test comes through there are 2 spaces and no parenthesis or word in the parenthesis.  For example, trying to put "Jessica (Scarf) Bonzek" shows up as "Jessica  Bonzek"  Any idea what's happening?  Is there a way around it?

Thanks!
Jessica
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Jessica

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Posted 6 months ago

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Caroline Shirley, Employee

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Hi Jessica,

Thanks for contacting the Emma Support team!

I was able to replicate the issue you're experiencing in my own account as well. This is the first report we've seen about this issue, so I'm going to escalate this to our team to see if this is a new bug in the system.

Would you be able to let me know which sub account you're using when this happens? Feel free to email in to support@myemma.com with your details if you would prefer. Once we get that information we'll be able to dig a little deeper into this one!
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Jessica

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Hi Caroline,

Thanks so much for the quick response!  It's in the News & Events sub-account.

Let me know if you need anything else.

Thanks!
Jessica
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Caroline Shirley, Employee

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Hi Jessica,

Thank you for that information!

One of my colleagues and I took a look at your account, changed the sender name to "Jessica (Scarf) Bonzek", and sent a test email to myself. When it arrived in my Apple Mail and Gmail inboxes it appeared as Jessica (Scarf) Bonzek.

However, when I tried it in my own account I saw the same results as you did; the sender name did not include the maiden name.

It looks like your (or my) address book in our mail readers are overriding the sender settings in Emma. So if a contact already exists as Jessica Bonzek in the address book, as soon as the mail reader receives a message from that same email address again, it will be remembered as that original existing contact record, Jessica Bonzek.

You will want to look into your address book settings for your email application and see if you can adjust anything on that end!
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Jessica

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Hi Caroline,

I used my name as an example, but we've actually been trying it with a few different alumni, and they're not people who are in my Outlook contacts.  It's also not how their name appear in our Emma contacts.  It could just be an Outlook thing, though.  I know Outlook doesn't really play well with a lot of things in marketing emails.

Thanks!
Jessica
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Caroline Shirley, Employee

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Hi Jessica,

It seems to be an issue with Outlook here. We have not been able to recreate using other mail clients. Everything is stored and displaying properly on the Emma side and beyond that, unfortunately we can’t control how the sender info will render across the various mail clients.

I would take a look into your Outlook settings perhaps. Or it may just be a feature of Outlook that's preventing those sender names to appear as intended.

I hope this helps! Good luck, and as always, let us know if you need help with anything else!