Learn about Braze Canvas—within a Braze Canvas!—with our exclusive “choose your own marketing journey” story. In this installment, our hero decides that honesty is the best policy when it comes to technical issues.

Jenny appreciates the gut check. She knows from past experiences that going totally dark is almost never the way to go. So she drafts up some comms to send to their email list and runs them by her boss. The email is honest and clear about what happened, who’s affected, and when users can expect a fix. It also employs a hint of the humor that Politer Weekly is known for, just turned inward for once.

Her boss sends her plan up the food chain for approvals, and as he does so, Jenny glumly pauses all her update-related Canvases and Campaigns until the issue is resolved. She adds a tag to each of them (“oopsie update”) so she can find them easily in the future.

Feedback comes back from the powers that be that her email is approved (with just a dozen or so corrections, naturally). She builds it into Braze, proofs it, and sends it on its way just ten minutes later. And then tunes into their #Support Slack channel to see the replies start to pile up.

There are some negative ones, of course. Even in the best of times, that can happen. But there’s also an overwhelming amount of gratitude for Politer Weekly’s honesty, and requests to be updated as soon as the fix goes live. Jenny works with the support team to figure out how they can upload a list of those users so she can send them a more personal email when that fix is ready (and actually works).

As Monday approaches, Jenny is feeling better about her choices and ready to make her voice heard about what could have been done better, regardless of bugs in the code.

Ashley Christiano

Ashley Christiano is a Product Marketing Manager at Braze’s NYC headquarters. When she’s not knee-deep in Canvas content, she’s probably sorting her books by color, writing horoscopes, or hanging out with her cat Gracie and dog Louise.