Skip to main content

Troubleshooting Workflow Email Token Resolution Issues with Sequential Tasks (CRM)

This guide helps resolve issues where workflow email tokens fail to resolve properly when workflows contain sequential tasks that update fields used in email recipients.

Symptom/Error

You may experience these symptoms:

  • Workflow has sequential tasks where Task 1 updates a field and Task 2 sends an email using that field as a token
    ​
    ​


    ​

  • Email is sent only to static/hardcoded recipients, not to the dynamic email token recipients

  • The email token (like BD Rep Primary Email) appears in the workflow configuration but fails to resolve to actual email addresses

  • No error messages appear, but the intended recipients never receive the email

Common example: A workflow that updates a BD Rep field on a Lead (Task 1) and then sends an email to that BD Rep using a token like {BD Rep : (Users) Primary Email} (Task 2).
​

Cause

This occurs due to timing issues in workflow task execution. The email token is evaluated before the field update from the previous task is committed to the database.
​

When Task 1 updates a field and Task 2 immediately tries to use that field in an email token, the token evaluation happens before the database update is fully processed, causing the token to fail to resolve.
​

Solution

This issue requires escalation to Dazos Support for resolution. The token evaluation sequence needs to be adjusted at the system level.
​

Potential Workaround

While waiting for support resolution, consider splitting the workflow into two separate workflows:

  1. Workflow 1: Handle the field update (e.g., update BD Rep field)

  2. Workflow 2: Handle the email notification, triggered by the field update from Workflow 1

This ensures the field update is committed to the database before the email token is evaluated.
​

When to Contact Support

Contact Dazos Support immediately if:

  • You have workflows with sequential tasks where field updates and email tokens interact

  • Email tokens are not resolving despite being properly configured

  • Static recipients receive emails but dynamic token recipients do not

When contacting support, provide:

  • Link to the affected workflow

  • Description of the sequential tasks (field update followed by email)

  • Specific token that is failing to resolve

  • Screenshots of the workflow configuration

Related Resources

  • Troubleshooting Workflow Emails with Raw Tokens and Integration Sender Addresses (CRM)

  • How to Fix Workflows Sending Excessive Emails and Texts

  • Workflow email token configuration guides

Related Articles
Did this answer your question?