Troubleshooting Workflow Emails with Raw Tokens and Integration Sender Addresses

Common Symptoms

Emails show raw tokens (like {{token_name}}) instead of actual patient or record data
Emails appear to be sent from integration addresses such as [email protected] or [email protected]
Multiple duplicate emails are being sent for the same records
Email content appears incomplete or incorrectly formatted

Root Causes

Token Display Issues

Raw tokens appear when workflow tokens are not correctly mapped to the appropriate module fields or when the workflow triggers without proper data context.

Integration Sender Addresses

Emails appear to come from integration addresses because workflows use the 'Assigned To' user's email as the sender by default. When records are automatically assigned to integration users (CTM, TalkFurther), their email addresses become the sender.

Excessive Email Sending

Workflows configured to trigger 'Every time conditions are met' will send emails repeatedly whenever records are updated, causing duplicates.

Solution Steps

Step 1: Fix Token Mapping

Navigate to your workflow settings and locate the email template
Review all tokens used in the email body and subject line
Ensure tokens are correctly mapped to the right module fields (e.g., Intake Opportunity fields)
Test the token mapping by previewing the email with actual record data

Step 2: Update Workflow Trigger Logic

Open the workflow configuration
Change the trigger setting from 'Every time conditions are met' to 'Only first time conditions are met'
This ensures emails are sent only once per record when conditions are initially satisfied
Save the workflow settings

Step 3: Correct Sender Email Address

In the workflow email settings, locate the 'From' address configuration
Change from 'Assigned To' user email to system default email ([email protected])
This prevents emails from appearing to come from integration addresses
Save the changes

Step 4: Test the Workflow

Create a test record that meets the workflow conditions
Verify the email is sent with properly populated data instead of raw tokens
Confirm the sender address appears as intended
Monitor for 24-48 hours to ensure no duplicate emails are sent

Expected Results

After implementing these fixes, you should see:

Emails display actual data instead of raw tokens
Sender address shows as system default rather than integration addresses
Only one email sent per record that meets the workflow criteria
Properly formatted email content with complete information

⚠️ Important Notes

Review all active workflows in your system, as multiple workflows may have similar configuration issues
When workflows are assigned to integration users (CTM, TalkFurther), the sender will default to those addresses unless specifically changed
Always test workflow changes before deploying to avoid unintended emails to clients