We recently updated a link in one of our macros. Sometimes, the updated macro goes out perfectly; other times, the updated macro sends a strange blend of the links in the old and updated macros.
We think this is because the old macro is somehow linked to the customer profile. Because the issue seems only to happen when we send the updated macro to a customer who received the old macro in the past.
We are not sure how to correct this and ensure the updated macro is always the macro that is sent.
Updated macro sometimes sends a blend of the updated macro and old macro
@brigid that doesn't sound intentional. When the macro was updated, do you know if both the rich text and plain text version were updated? Are you able to share a screenshot of the macro in question? Feel free to omit any personal information from the screenshot.
Let me know!
Here is a screen shot of the macro. I do not know if both the rich text and plain text versions were updated. Could you explain the difference between the two?
@brigid thanks for sharing the screenshot. It doesn't look like you have plain text enabled so that most likely isn't the issue here. I'm wondering if it's a browser issue that's causing the old macro content to blend in.
Do you have any browser extensions enabled? It may be worth testing this in an Incognito window to see if the issue continues to pop up on your side. Are you using any macro apps from within the marketplace or just the native macro feature?
Let me know!
When I test in Incognito, the link seems to go out normally. I'm unsure if this is because I am in incognito. I cannot control when the link goes out normally and when it seems to be merged with the other link.
I am not using any macro apps. It's just the native macro feature.
Here is an example of the link going out incorrectly. I thought that might help.
Hey Brigid, if the link goes out normally then it may be worth clearing your browsers cache/cookies to see if that helps? Also, are there any other agents on your account that are experiencing this issue? That would at least help us narrow down if it's just your browser or a larger issue.
Multiple agents are experiencing the issue. It doesn't seem to be unique to one agent account.
I can have the team clear their cache/cookies today and we can keep an eye on it to see if the issue persists.
Sounds good Brigid! Keep me posted and if the issue continues I will have to create a ticket on your behalf so our customer care team can look into this with you :)
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