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Fixing a template that failed review

Read the review's findings, remove the promotional passages, and get the template sending again.

Overview

Section titled “Overview”

When the content review flags a template as promotional, sends that use it fail with review_failed until you change the email. The review tells you exactly which passages it flagged and why, so the fix is usually a quick edit.

Before you begin

Section titled “Before you begin”
  • The review’s findings. Your alert recipients get a Template review failed email once per template version, and Settings → Templates shows the template as Flagged as promotional with every flagged passage, the reason, and a suggested fix.
  • Access to edit the email in HubSpot.

Steps

Section titled “Steps”
  1. Open the review email and read each finding: the quoted text, Why it was flagged, and the Suggestion.
  2. Click Edit email in HubSpot in the review email, or open the email from Marketing → Email.
  3. Remove or reword each flagged passage. Take out discounts, coupon codes, upsells, product promotions, and newsletter content. Keep what the recipient needs about their order or account.
  4. Save the email.
  5. Refresh the template. In Settings → Templates, a Super Admin can click Refresh so the new version is picked up and reviewed right away; otherwise it’s picked up within about 15 minutes. See Refreshing a template after editing.
  6. Re-enroll the records that missed the email. App Home’s Errors in the last 7 days shows how many sends failed with Review failed; the workflow’s history shows which records they were.

When the new version passes, sends go out again with no further action.

Examples of fixes

Section titled “Examples of fixes”
Flagged Fix
“Use code SAVE20 for 20% off your next order!” Remove it. Send offers as marketing email instead.
“Check out our new spring collection” Replace with a link to the order status page.
“Upgrade to Premium for faster shipping” Remove it, or move it to a marketing email.
A banner promoting a webinar Delete the banner.

Common questions

Section titled “Common questions”

Can an admin override the result? No. If you believe the review got it wrong, email support@cambiumapps.com with the template name, and a person will review it.

Will I get another email if the new version fails too? Yes — one email per template version, so each new version that fails sends its own findings.

Does the old version keep sending while I fix it? No. A version that failed review never sends. Records that reach the action before the fix fail with review_failed.

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