Email template is stripping preheader (and other code)

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  • Problem
  • Updated 4 months ago
  • Solved
When I paste a full HTML email (doctype, CSS, etc) into the WYSIWYG, everything looks fine. But a test send did not show a preheader in the inbox preview and when I return to the template, everything above the first table is stripped.

Including a preheader is a basic email best practice. How can this be included, and why is so much of the code being stripped when Gainsight's own best practices dictate to use doctype? Is there something else that needs to be specified? Thanks!
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Posted 5 months ago

  • 8
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Brad Jennings

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I know this is also super frustrating for my Programs people. Would love some feedback or explanation from Gainsight on this one.
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Alison Hight

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I have also seen this issue, and it affects my workflow when I'm unable to trust the Copilot HTML editor won't strip out my code. Leads to a LOT of double-checking and testing.

Short term - Could the documentation for best practice be updated? 
Long term - Could the Copilot HTML editor allow for preheaders?
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Dan Wiegert, Employee

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I was working with Alison on this issue, and she was able to show me exactly what they are seeing in this ticket. If you are an internal Gainsight resource, feel free to check this out. 
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I want to add that not only is it stripping code, it is also adding a ton of erroneous code, the kind you typically see if pasted from Word, however an email created from scratch still contains it.