We have emails that use a Rich Text contact property as a personalization token. That property is updated through Zapier prior to the email being sent. That text itself is written by a ChatGPT within the Zap.
When we check the property value in the contact record, all paragraph breaks are present as intended, but they are then removed in the emails themselves.
The cause of the paragraph breaks being removed in the emails could be the formatting of the Rich Text contact property when it is updated through Zapier.
You can try to adjust the formatting settings in Zapier so that the paragraph breaks are correctly preserved.
For Further reference, you can check this article: Use personalization tokens
Let me know if you have any follow-up questions.
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Thank you for your response, Jigar, but I’m still troubleshooting.
I didn’t see anything in the resource article you sent over about how the text needs to be formatted before sending to the contact property, but it looks to me like everything is formatted in Zapier correctly. The result in Zapier has the line breaks, and when I check the Hubspot property on the contact record, the line breaks are preserved (see image below).
It’s just when that property is used as a personalization token that the line breaks are removed and everything is inserted as a single paragraph.
I’m curious to know the answer to this issue, as well. I’d like to see how a rich text property that is being used as a personalization token can show the line breaks.
