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Difference in sandbox and production trigger email
Answered
Posted Apr 01, 2021
Hello,
I had been testing in our sandbox a trigger to send a confirmation email to anyone writing an email to my company, using dynamic content to have it available in multiple languages. While HTML formatting in the dynamic content worked in sandbox, it doesn't in production (so basically, HTML tags are visible, making it unformatted).
I have copy/pasted the exact same trigger and dynamic content from sandbox to production, yet there's that difference.
Does anyone have any idea where that could be coming from? Maybe a setting I missed somewhere?
Cheers!
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1 comment
Malinda
Hi Antoni,
I can see that you opened a ticket with us regarding this issue and have since received a resolution. I will share the resolution in this community post just incase anyone else needs assistance with this issue, too!
First, I'll address why the trigger was successful in the Sandbox environment and not the Production account. The expected behavior is that the trigger will work the same in both the Sandbox and Production accounts because both are based on exactly the same code. Having said that, if there are differences in the settings of the two accounts, this can potentially cause differences in behavior. Therefore, you'll want to make sure the settings, triggers, and dynamic content match in both entities.
I'd also like to point out that you can expect some formatting problems when HTML text is embedded in a trigger that uses dynamic content. This is a known limitation, as described in this article: HTML and Markdown used in dynamic content does not render in trigger emails or agent signatures
I hope this helps!
Malinda - Customer Advocate
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