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Respecting Line Breaks and Character Counts

  • 1 November 2016
  • 6 replies
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lane_h
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  • lane_h
  • Gainsight Employee: Golden Ruler
  • 318 replies
We are working on an email. In the email we have a list of things we need to populate. Each list is different for each customer. 



We populated the information into an MDA table to pull into the email. When we drafted the email and started testing, we found 2 things:


  1. Line breaks are not respected when pulled into the email
  2. There is a character count limit. 
It appears character limit is 247.



It would be great to 1 have MDA respect the line breaks and 2 not have a character count.



Edited to add: We would also like to be able to use markup in MDA data we upload.
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Best answer by elaine_cleary 1 December 2016, 19:16

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Director of CX and Scale Programs

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lane_h
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We did some initial testing and found that markup was respected initially. However, today we went to send an email and found the <br> were not being respected in the email anymore. When we pull a power list and receive the email, it show the appropriate line breaks in the excel doc. Once we send a test email, everything is running together.



How can we resolve this?
Director of CX and Scale Programs
tejeswara_rao_raavi
Hi Lane H,



It would be great if you share UI screenshots  or a sample video about the same, it will enable us to understand better about your actions inside an email template.



Thanks in advance.
lane_h
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Hi Tejeswara,



Here is some screenshots with dummy data.



This is how the data looks when we load it into the MDA Table:





When we load a CSV into MDA, it respects some of the markup:





When we pull it into the power list, it appears in the excel document like this making it look like it is respecting the <br> tags:





In the power list is looks like this:





In the email, we have a table setup and it looks like this with the tokens:







And this is what it looks like when the email is sent. Where the arrows are should be line breaks:

Director of CX and Scale Programs
lane_h
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Hi Tejeswara,



Has the team been able to look into this? 
Director of CX and Scale Programs
lane_h
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It looks like there was some progress on this. The preview of the email is correct. But when you send the email, this is what you get: 

Director of CX and Scale Programs
elaine_cleary
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Userlevel 6
Hi Tejeswara - Lane has figured out that the 'markup' is working for live emails just not for test emails - which under the circumstances is good news.  But could we also make a product suggestion/request to officially support markup?  Thanks!!   

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