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Hi everyone,
We are experiencing an issue in Customer Insights – Journeys where the From and Reply-to values from an email template are being overwritten automatically.
Here’s what happens:
We select a template.
The correct From/Reply-to values appear initially (set in the template).
About 1 second after opening the email (e.g., when clicking into the Subject field), the From and Reply-to are replaced with the default values from our default Brand Profile.
This is does not make sense to me. Why would it be possible to set the values on the template, if they are always overwritten? The template already has correct values, and the Brand Profile was not manually changed when creating the email. We also have not made any recent changes to our default Brand Profile.
Additional info:
Environment version: 1.1.57638.109
I have not experienced this before, so I'm wondering if it is a new thing.
Question:
Has the logic for when Brand Profile defaults override template values recently been updated?
How can we ensure template-defined From/Reply-to values are kept when creating emails?
Thanks in advance!
Hi there,
Thanks for raising this issue. Based on your description, it seems that Customer Insights – Journeys is automatically applying the default Brand Profile settings after selecting an email template, even though the template has its own From and Reply-to values.
Brand Profile Priority In the current logic, the Brand Profile may override template values if it's set as the default for the environment. This could be a recent change or part of a system update, especially if you're on version 1.1.57638.109.
Template Behavior Templates are meant to carry predefined values, but if the system re-applies Brand Profile defaults upon interaction (like editing the subject), it might be due to a UI refresh or validation trigger.
Workaround Try manually re-selecting the correct Brand Profile after the template loads, or check if the email creation process allows locking template values before editing.
Microsoft Support Since this behavior seems new and unexpected, I recommend opening a support ticket with Microsoft to confirm whether this is intended behavior or a bug introduced in a recent update.
Let me know if this helps, and please mark the response as helpful if it answered your question 😊
Best regards!
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