Symptom/Error
You may experience these symptoms:
Workflow emails work for internal recipients (you receive CC copies)
External recipients (referral sources) report that they never received the workflow email
No error messages appear in the Dazos workflow system
The workflow shows as triggered and functioning correctly
Cause
This issue typically occurs due to incorrect email field configuration in the workflow. The 'To' field can only handle one main recipient at a time. When multiple email addresses are entered in the 'To' field, or when email addresses in the CC field are not properly separated by commas, delivery failures can occur for external recipients.
Solution
Step 1: Check the 'To' Field Configuration
Navigate to your workflow email settings and verify that only one main recipient is configured in the 'To' field.
⚠️ Important: The 'To' field can only accept one primary recipient at a time.
Step 2: Move Additional Recipients to CC Field
If you need multiple recipients to receive the workflow email:
Remove any additional email addresses from the 'To' field
Move those additional email addresses to the CC field
Ensure the 'To' field contains only the primary recipient
Step 3: Verify CC Field Formatting
Ensure email addresses in the CC field are properly formatted:
Separate each email address with a comma
Example: [email protected], [email protected], [email protected]
Check for any formatting issues, such as missing commas or extra spaces
Step 4: Test the Workflow
After making the configuration changes:
Save your workflow settings
Trigger a test workflow to verify emails are delivered to all recipients
Confirm with external recipients that they received the email
Expected Result
After implementing the solution, you should see:
Workflow emails were successfully delivered to both internal and external recipients
External referral sources confirming receipt of workflow emails
Consistent email delivery for all configured recipients
When to Contact Support
Contact Dazos Support if:
Email delivery issues persist after correcting the 'To' and CC field configurations
You need assistance with complex workflow email setups involving multiple recipients
Multiple workflows are affected by similar delivery issues
You require help with custom email sender configurations