Gmail MSI Integration - Tokens don't work

The Template will not show the tokens. They are only executed after you press Send.

Are they not showing up on a test send?

Hi Victoria,

Tokens cannot be populated through the Gmail plugin since the emails are sent through Gmail and are not processed through Marketo.

Correct, this is the behavior for both the Gmail and Outlook plugin. The emails themselves are sent by Outlook or Gmail, and as a result, tokens cannot be replaced with their values by Marketo. When you load a template in either plugin, you are just pre-filling the email with pre-written copy. Also, since this is generally for P2P sales emails, it's assumed that you already know the person's name and relevant info that you wish to include in the message. Additionally, the person you are mailing might not even be a known lead in Marketo yet.

This is incredibly disappointing. I think it totally decreases the value..

I hope they are working on this. It's a major flaw.

This is a pain! I tried to train my sales team to remove tokens when sending from Outlook and leave them in when sending from Salesforce, but they kept forgetting and prospects were receiving messages with dead tokens that made it obvious it was a canned letter.

What I had to do (and this sucks), is create two of every email for MSI. I use the naming convention to control which ones appears first in Outlook (EO = Email Outlook) so that the team knows the first set of emails is the right one.

Then in MSI I have two folders so they easily know to avoid the Outlook Emails, they should use Salesforce Emails.

In Salesforce emails I keep tokens, in Outlook emails I replace them with red bolded words such as "​First Name Here" so they know they need to update.