Email Templates | Troubleshooting

Received emails display double spacing between paragraphs

The spacing between paragraphs in the email template looks correct, but when emails sent using the template are received, they have double spacing between paragraphs.

This is a known Salesforce issue, for more information see Salesforce knowledge article: Learn why paragraph spacing is farther apart in the received HTML email.

Other steps you can try to resolve the issue:

  1. Copy the content from the email template.
  2. Paste into Notepad. Strip all formatting.
  3. Make one continual line of text.
  4. Copy back into the email template and pressing Shift Enter to format directly in the template.

Picklist values with translations do not use translations in the email

A translated picklist value that displays correctly in WX is included in an email template. But when the email is received the translation does not appear and the value is shown in another language. For example, the Reason picklist in absence translated into German and displaying in German in WX but the values are showing in English when the email is received.

Picklist values in emails are sent as per the locale and language settings of the user who is triggering the email. So if the user triggering the email has the user language English then the picklist value displays in English in the email.

Referencing a formula field in the email template can be used to workaround this issue and specify the picklist values in emails. For an example formula used for translation see Formula library.

A Parsing error occurred saving the template: Syntax error

When editing a saved email template and trying to resave, an error message similar to the following is displayed:

  • "A Parsing error occurred saving the template: Syntax error. Found 'span'. Please make sure all merge fields are correctly formatted."

  • "A parsing error occurred saving the template: Syntax error. Missing ". Please make sure all merge fields are correctly formatted."

To resolve, removing the text version of the email template before resaving.