Why are contents of multiple conditional sections getting sent to customers?
Message Templates, Conditional Sections, November 2014 and newer releases
A variety of texts can be created for the same Message Template using conditional sections. However, the conditional section must have a unique record_id. If an existing conditional section is Copy/Pasted, the HTML Source tab will reflect 2 different conditional sections with the same record_id, hence the conditional sections will be ignored. The conditional sections must be added from Toolbox in order to generate a unique records_id for each of them and to be processed accordingly.
If you choose the Copy/Paste an existing conditional section and modify the condition, the effect will be that both texts will be received by the customer. The reason for this behavior is the record_id that is being copied (when you Copy/Paste an existing conditional section). This record_id must be unique at the time the conditions are analyzed.
You can see this by switching into Source tab in which this Conditional Section has HTML code similar to the one below.
Original: <rn:record_section title="Title1" field_name="incidents.ref_no" value="%7" include="1" operator="19" record_id="8022429" label="6820">
Copied: <rn:record_section title="Title2" field_name="incidents.ref_no" value="%1" include="1" operator="19" record_id="8022429" label="6820">
For additional information on conditional sections, refer to the "Inserting conditional sections" section (Outreach and Feedback > Content Library > Using the HTML editor > Adding HTML in design mode > Inserting conditional sections) in online documentation for the version your site is currently running. To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.