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New Name: Marketing Cloud Personalization

Interaction Studio (formerly Evergage) is now known as Marketing Cloud Personalization. The new name reflects our mission and vision for innovation in Salesforce Marketing Cloud. We wish we could snap our fingers to update the name everywhere, but you can expect to see the previous name in various places until we replace it.

This article is designed to help customers deal with common questions related to open-time email. If you cannot find the answer to your question in this document, feel free to contact support for additional help.

Questions in this Article

Open-Time Email Recommendation Expiration

How often does Interaction Studio recalculate an OTE recs decision?

By default, Interaction Studio recalculates an OTE decision after 1 hour. This means that if a person opens an email and then re-visits that email within the 1 hour time range, they will see the same recommendations. If they re-visit the email outside of this timeframe, the initial recommendations provided will be considered "expired" and Interaction Studio will recalculate the recs decision and the individual might see a different set of items.

Can I configure recommendation expiration timeframe for Open-Time recommendations?

Yes. To configure this setting, simply open your open-time email campaign, click setup > campaign settings > check the box for "Specify Custom Expiration Time for Open-Time Recommendations" > Fill in a new Expiration time. The minimum allowable timeframe is 1 minute. There is not a limit on the maximum time to persist recommendations.

Browser and CDN Caching of Open-Time Email Recommendations

Does Browser caching impact open-time email recommendations?

When Interaction Studio generates open-time email images, we set a Cache-Control header with a max age of 5 minutes. Browsers will locally cache the image for that amount of time. If the recs are the same, this means that the browser will use the image that is stored in local storage. If the item image changes in Interaction Studio in the time between initial open and browser cache expiration, a user could momentarily see a stale image, as the browser has not yet made another call to Interaction Studio.

Why Do I See a Different image in the simulator than in the actual email?

The simulator leverages a cache-buster, which means it generates a new call every time you select a user. A cache-buster should not be leveraged in a live email campaign, as it will break any stats tracking.

Third-Party Caching

Certain mail box providers leverage additional internal image caching on top of the browser cache, which may impact the refresh rate of OTE images. This additional cache does NOT impact the actual recommendation decision, but may impact the image displayed for an item. Interaction Studio is not able to validate or verify the differences across mail-box providers. 

Interaction Studio Item Template Image Generation

How often does Interaction Studio update an image for an item?

Images are generated upon template creation and then refreshed individually if any item meta-data leveraged in the template updates. NOTE: if an item image changes, but the image URL remains the same, Interaction Studio will not update the item image stored on our CDN. If you want to spot check what image is stored on Interaction Studio's CDN for a given template and item, simply enter the following url (replacing the capitalized variables with the relevant fields. Only items that match the item type of the template will display an image):{ACCOUNT_ID}/{DATASET_ID}/{ITEM_TEMPLATE_ID}/{ITEM_ID}.png

Finding an Item Template ID

To find the ID of an item template, simply follow these steps:

  1. Go to Email > Open Time Item Templates
  2. On the list screen view of item templates hover over one of the column headers and click the three dot icon
  3. Hover over columns in the menu that appears and check-off the ID box to add the column to the list screen view

Image Generation in Open-Time Email Campaigns

How does Open-Time Email handle image generation?

OTE makes use of image generation that occurs as a background process. The image generation process runs on a recurring basis. Eligible products and associated OTE Item Templates are determined to need an image, and successfully generated images are updated in our internal CDN. The images on the CDN are what appear in the OTE Simulator and the actual emails that customers use through email provision. When an image fails to get generated, a placeholder is provided. The placeholder consists of an invisible pixel.

Common Problems & Causes: Problems typically present in the following ways:

Missing or invisible images

Occurs because there was an error in processing an image generation, which could be due misconfiguration, such as when using locales, or customer CDN throttling limits.

Blurry imagesAdding a style tag and/or height/width tags can cause blurriness. These are not necessary in order to generate images. Images without style tags should appear crisper.
Differences between OTE simulator and Test emails

Can occur due to an error with the customerID in the test email, or because the recipe returns a different result when the test email is opened.

Differences between OTE simulator and Recipe Simulator or OTE Item Template Preview (or other features of the Admin UI)

Occurs because the OTE Simulator uses the images in the CDN, where the other features providing previews or simulation do not.

Differences between images and current product data

Usually occurs because the product/item template pair has not been identified as needing image generation. This can happen because only products that meet eligibility requirements and have properties, that changed values, referenced in a published Item Template, get generated.

  • Products must be eligible, NOT archived, NOT expired, have a name, URL, imageURL, and be in Stock (i.e. inventory > 0) in order to be considered.
  • If the imageURL doesn't change, but the image at the URL is changed, then the CDN image will NOT get updated.
  • If values of the product that are not used in the OTE Item Template are changed, then the CDN image for that product/item template pair will NOT get updated.
  • If locales are enabled, this can cause problems if the default locale is not set properly.

Limitations: Errors in image generation due to customer throttling limits are outside of the control of Interaction Studio. These errors usually appear as default transparent pixel images, or erroneous images with missing data. Additional error information can be found in internal logs.

Troubleshooting: For throttling issues, see if adding the following user agent and HTTP headers to an allowlist to either avoid throttling or have a higher threshold:

WhereAdd to Allowlist
User Agent
Mozilla/5.0 (Macintosh; Intel Mac OS X 10_15_2) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/79.0.3945.117 Safari/537.36 Salesforce (InteractionStudio)
HTTP Header
'X-Salesforce-Agent': 'Interaction Studio Open-Time Email Image Generator

Apple Mail Privacy Setting

How does Apple Mail's Privacy setting impact open-time Email?

For customers that open an email on Apple mail, the recommendations are generated at send-time due to how Apple blocks requests. This means that impression stats for OTE campaigns will be calculated at send if it is being sent to an apple mail address.


Can I use localization in my Open Time Email campaigns?

At this time, localization is not a feature that is available to use with Open Time Email campaigns.