Sequencing Error: Template syntax error or Internal error

Symptom

The prospect fails on an auto-email or manual-email step with one of the below errors:

Template syntax error

An internal error occurred. Our engineers have already been notified. Please contact support@outreach.io if you need further assistance.

Applies To

• All Users

• Sequences
• Prospects

Resolution

To resolve, a user with permissions to edit the sequence template will need to navigate to the step list in the affected prospect's sequence, open the template on the failed step, and look for any typos on the variables in the template.

Correct any typos or incorrectly formatted variables. A complete list of variables and formatting can be found here.

Cause

These errors occur when an incorrectly formatted template variable is being used. The most common ones we see are variables that include too many or not enough curly brackets { } or the variable verbiage is incorrect. Below are some examples:

{{some_variable_we_made_up}}

{{comment for adding customization but it isn't formatted correctly as a comment variable}}

{{this_one_is_missing_a_curly}

{{{{too_many_curlys}}}}.