Unable to save information added to Emails

[afenn]

We are also having this issue - but we were also told to create webinars from scratch (not efficient) and it still happens. We get an error sometimes or when we return days later to check the settings, they have reverted to None (meaning, no follow up emails get sent). 

This is a HUGE problem for our organization. We'll open a support ticket but would also like to hear from the community.  TIA!

[KateG]

Hi @afenn nice to see you in the Community. The default for reminder emails isn't 'none', so it's a bit unusual that this is occurring, especially for new Webinars. Do some get the reminder email and some don't? What type of error are you getting around reminder emails? 

[afenn]

Hi KateG, 

Thanks for the reply.  And I realized that this thread is about reminder emails - this is happening to our *follow up* emails.  So it's a little different.

The error is happening in two ways:

1. when trying to save changes to the follow up emails -- they often don't save and a red bar appears in the top of the screen saying the changes were not saved. 

2. if the changes do get saved, and if we leave and then return to the same webinar and they are gone

So basically, we cannot set up reliable follow up emails from webinars at all - whether they are copied or created fresh. The tech support response was to use Chrome (we do) and don't copy them. Still not working. 

[KateG]

Hi @afenn, thanks for getting back to me. The Reminder email and Follow-up email functionality are the same, the default is to send a follow-up email 1 day after the event for attendees, no follow-up for those that don't attend, so if your changes were not being saved, your attendees would still receive an email a day after the event. It's only the absentees that wouldn't receive an email. Could you tell me: 

• What type of Webinar are you trying to update? Is it a new Webinar? 
• Is the Follow-up email the only thing you aren't able to change? Everything else saves normally? 

[afenn]

The changes we make to the body of the email are not being saved, even when we go in multiple times. It reverts to attendees getting an email that says, literally, "We hope you enjoyed our webinar" which is not acceptable. We need them to get our follow up content. 

These are all kinds of webinars -- new (created from scratch), new but edited later, and copied webinars. It happens with all ways we try to edit this.

Yes, everything else saves normally. 

Does that help to figure out the issue? 

[KateG]

@afenn now I understand thanks, when you say update the email with

content, is there anything besides text that you are trying to update? 

[afenn · Accepted solution]

Hi KateG

Problem solved by tech support - apparently we cannot use special characters in the follow up emails. A ">" was breaking things. (Since we can't format the email at all, we were using > as bullet points). So a feature request: rich text editor 🙂 

Fingers crossed this finally resolves the issue. Thank you for all of your investigating.. 

[KateG]

@afenn thanks for getting back to me and sharing the resolution in the Community. Glad it was resolved!