Problem with Lead.First Name Token in an email Preheader | Community
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Carl_Delafonta2
Carl_Delafonta2
Level 3
April 13, 2017
Question

Problem with Lead.First Name Token in an email Preheader

  • April 13, 2017
  • 3 replies
  • 8867 views

Hello,

I am recently having some issues with the Lead.First Name Token when using it in an email preheader. I am using the token as follow :

Hello {{lead.First Name:default=}}

The token is used in both the preheader and in the body of the email. In the email preheader, I saw some cases where the first name is not the right one while it appeared correctly in the body of the email. Sometime, the first name appeared correctly in both the preheader and in the body of the email. This is a bit confusing because I am using the token the same way in both the preheader and in the body.

Here is an example that I saw this week. The lead first name in Marketo is : ''Jean-Charles''. Here is what he received :

Email's Preheader

Email's Body text

This is really frustrating to see that some leads are receving en email and it says ''Hello Bj'' in the preheader... I have open a case with Marketo for this issue and they weren't able to reproduce it. However, it has happened a few times so far. Has this issue happened to anyone before ? If someone has an idea as of why this is happening, feedback would be greatly appreciated!

Thank You!

Carl

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3 replies

Grégoire_Miche2
Grégoire_Miche2
Level 10
April 19, 2017

Hi Carl,

The reason why you had no answer to your question yet is because you posted it in the wrong place. Community Help and Feedback is for suggestions and questions about the community site. You should move it to Products

How is you preheader set? Are you using Marketo built-in feature in email 2.0 or are you using a custom one in your template?

-Greg

Carl_Delafonta2
Carl_Delafonta2Author
Level 3
April 19, 2017

Hi Michel,

Thank you for your response. I didn't know about this. I just moved it to the products section.

My preheader is set using Marketo build-in feature in email 2.0. I still haven't figured out why the issue is happening once in a while. Do you have any ideas ?

Thank you!

Carl

SanfordWhiteman
SanfordWhiteman
Level 10
April 19, 2017

It's specifically the two letters "Bj"? Does that first name belong to anyone else in your database? Can you post the full HTML (please use syntax highlighting) of the preheader?

Carl_Delafonta2
Carl_Delafonta2Author
Level 3
February 28, 2018

Hello @Justin Cooperman​,

I was wondering if you got the chance to look at this issue ? I never really got a proper response from Marketo Support, as no one was able to reproduced it. However, Scott, who replied to this case, also experienced this problem with the lead first name token.

Thanks!

Carl

Dan_Stevens_
Dan_Stevens_
Level 10
February 28, 2018

According to this thread ( ), there's been an enhancement ticket open since last May.

Jon_Wright
Jon_Wright
Level 4
October 31, 2018

We've also discovered this the hard way with the pre-header displaying seemingly random first names instead of the lead's first name. I have raised a ticket with support but very annoying that it's not clearer that these tokens are not supported, more annoying that rather than just displaying the default it displays another name, but this only seems to occur on live email sends, not tests. Also, when I sent 2 emails to myself I got a different name each time!

Grégoire_Miche2
Grégoire_Miche2
Level 10
October 31, 2018

Our recommendation is to prefer a Pre-header module with snippets and tokens, rather that use the default feature.

-Greg

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