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HTML-mails look bad for external customer

  • 1.  HTML-mails look bad for external customer

    Posted Sep 18, 2019 07:55 AM
    ​Hi!

    We have HTML-mails that are created and sent out via a workflow, after a service activity has been scheduled.
    They contain date, time, place for the activity, as well as some contact information to the resource.

    Everything look ok in the system and also when testing to send the e-mails internally.

    However, when the reach our customers, all HTML-formatting is gone. What could be the problem?

    We are using Dynamics 2016 on prem, 8.2.4.6

    Hi!

    We have problems with e-mails that are created and sent out via a workflow, after a service activity is created.

    The e-mails are in HTML-format and everything look ok within the system, but when reaching our customers all formatting is gone.
    When testing internally though, everything looks ok.

    What could be the problem?

    We are using Dynamics 2016 on prem, ver 8.2.4.6

    ​Hi!

    We have HTML-mails that are created and sent out via a workflow, after a service activity has been scheduled.
    They contain date, time, place for the activity, as well as some contact information to the resource.

    Everything look ok in the system and also when testing to send the e-mails internally.

    However, when the reach our customers, all HTML-formatting is gone. What could be the problem?

    We are using Dynamics 2016 on prem, 8.2.4.6
    ​Hi!

    We have HTML-mails that are created and sent out via a workflow, after a service activity has been scheduled.
    They contain date, time, place for the activity, as well as some contact information to the resource.

    Everything look ok in the system and also when testing to send the e-mails internally.

    However, when the reach our customers, all HTML-formatting is gone. What could be the problem?

    We are using Dynamics 2016 on prem, 8.2.4.6


    ------------------------------
    Carl Johansson
    SEB
    Stockholm
    ------------------------------
    Conference-CRMUG_200x200


  • 2.  RE: HTML-mails look bad for external customer

    GOLD CONTRIBUTOR
    Posted Sep 18, 2019 09:09 AM
    Hello Carl,

    Can you please define what the error of the formatting is?
    Are the images used in your email not loading? Is all the page setup ruined?

    You should try and make all HTML used as generic as possible and host any used images under a public folder so as to get the exact same experience as you get for your internal users.

    Send us an update regarding the issue you are facing, so as to be more precise and helpful.

    Alexandros

    ------------------------------
    Alexandros Miaris
    CRM Consultant
    Dixons Carphone
    Peristeri
    ------------------------------

    Conference-CRMUG_200x200


  • 3.  RE: HTML-mails look bad for external customer

    Posted Sep 18, 2019 09:49 AM
    ​Hi Alexandros!

    Thanks for your reply! The whole formatting is actually ruined: no pictures are showing and the text is plain.

    I have put all pictures on a public folder and when I enter that address they are visible.

    The HTML has been created with MS Expression Web 4 and then I have copy pasted it into Dynamics and added some dynamic content.
    (Time and date and so on)

    I have added an example of how it should be like and how an uinformatted e-mail that has reached a customer looks like.

    ------------------------------
    Carl Johansson
    SEB
    Stockholm
    ------------------------------

    Conference-CRMUG_200x200


  • 4.  RE: HTML-mails look bad for external customer

    GOLD CONTRIBUTOR
    Posted Sep 19, 2019 02:47 AM
    Carl,

    What I can understand is that the email is send as plain text, that is why the format is totally broken.
    Check the settings of your outgoing account. There is the solution on your error.

    ------------------------------
    Alexandros Miaris
    CRM Consultant
    Dixons Carphone
    Peristeri
    ------------------------------

    Conference-CRMUG_200x200


  • 5.  RE: HTML-mails look bad for external customer

    Posted Sep 19, 2019 03:00 AM
    ​Hi Alexandros!

    The only thing that I find odd is that the e-mail does show up in HTML format internally (when sending to myself), but not externally.
    (The e-mail above that looks ok is sent out via Dynamics, but with HTML-formatting)

    But I will check the outgoing e-mail settings, thank you!





    ------------------------------
    Carl Johansson
    SEB
    Stockholm
    ------------------------------

    Conference-CRMUG_200x200


  • 6.  RE: HTML-mails look bad for external customer

    TOP CONTRIBUTOR
    Posted Sep 19, 2019 03:29 AM
    Carl - does your testing include sending the emails to a test webmail address?
    That way you can eliminate the customer from the potential source of issues (some organizations convert HTML emails to text).

    ------------------------------
    Donal McCarthy
    Digital Marketing Administrator
    BrightWork
    Galway
    ------------------------------

    Conference-CRMUG_200x200


  • 7.  RE: HTML-mails look bad for external customer

    Posted Sep 19, 2019 04:05 AM
    Edited by Carl Johansson Sep 19, 2019 04:06 AM
    Hi Donal!

    I tried to send it to my private e-mail and it arrives there unformatted.

    I get other e-mails there that are in HTML-format and they look ok.



    ------------------------------
    Carl Johansson
    SEB
    Stockholm
    ------------------------------

    Conference-CRMUG_200x200


  • 8.  RE: HTML-mails look bad for external customer

    TOP CONTRIBUTOR
    Posted Sep 19, 2019 04:37 AM
    Carl then like @Alexandros Miaris said the problem is something local.

    There is also a possibility that Expression Web code might be the issue - it's a pretty old piece of software.
    One thing you could try is using the formatting options in the workflow email designer and see if that arrives as it should.
    If it does, there is something wrong with the HTML you are generating.
    The only thing you would then be missing is the image.
    If you publish that to a webpage, you should be able to copy and paste it into the email (try just to select the line above and below the image).

    ------------------------------
    Donal McCarthy
    Digital Marketing Administrator
    BrightWork
    Galway
    ------------------------------

    Conference-CRMUG_200x200


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