Plan requirement
| App | Embeds |
| Subscription | Any Zendesk Support plan |
| Access | Agent |
You changed the page, the preview still shows the old version. That is the cache, and it clears itself.
What you see
The title, description or image in the preview is not what the page shows now, even though the page itself is correct in a browser.
Why
Link data is cached for up to five days. Once a link has been loaded, the details are kept so that reusing it is fast, and that copy is what you are seeing.
There is no way to force the cache to clear. Not a setting that is hidden somewhere: it does not exist.
What to do
- Wait. Within five days the preview picks up the new version by itself.
- Check the page first. Confirm the Open Graph tags actually changed, because an unchanged page will look the same in five days too.
- Write the reply without the preview if it has to go out now and the old picture would confuse the customer.
Plan around it
Changing a landing page before a campaign is worth doing a week ahead rather than the morning of, so the previews your team sends are the new ones.
When it is not the cache
If the preview never had the right image, the page is not publishing one. That is a change on the page, and no amount of waiting fixes it.
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