Plan requirement
| App | Embed |
| 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.
Why does my embed show an old version?
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
The app does not read the page itself. It asks an Open Graph API service for the title, description and image, and that service keeps what it fetched so the next request is fast. The copy you are seeing is that one, not the page.
The cache therefore sits outside Zendesk, which is why there is no button to clear it. That is not a setting hidden somewhere: the app stores nothing of its own to clear.
How long the copy survives is the part we cannot state from the documentation. In practice it clears within a few days. If a preview is still wrong after that, ask pluscloud rather than waiting longer.
What to do
- Wait. The preview picks up the new version by itself once the copy expires.
- Check the page first. Confirm the Open Graph tags changed, because an unchanged page will look the same next week 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 well 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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