My templates aren't loading, or the formatting is weird when I send it.

Created by Mike Le, Modified on Mon, 9 Feb at 11:01 PM by Alsabana Sahubarali

Symptom

You are adding a template to a message, but the template does not populate after clicking it to add. Or, you're sending a message with a template, but it appears slightly different and the formatting is off after it sends.

Applies To

  • Snippets

  • Templates

  • Sequences
  • Adding templates or copy/pasting into the Outreach message

Resolution

Copy the text from the template, or external source, and paste it into either Notepad (Windows OS) or TextEdit/Notes (Mac OS). You don't need to save. This will clear any HTML that can potentially cause problems with formatting and delivery. Copy the message again from those applications, then paste it into a brand-new template or message, edit it from there, and save.

Cause

We see this issue occur when the text was originally copied/pasted from an external source. There is some hidden HTML that is causing the issue.

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