Troubleshooting Workflow Emails Failing Due to Sender Email Configuration
Symptom/Error
You may experience these symptoms:
Workflows are marked as Active and appear to be functioning correctly
All workflow conditions are strictly met (e.g., Assessment Status changes to "Clinical Review Required")
The workflow shows as triggered in system logs
Email recipients report they never received the expected workflow emails
No error messages appear in the Dazos workflow system
Cause
This issue occurs when the workflow's sender email (From and Reply To fields) is configured to use a custom user email address instead of the verified no-reply email address.
Dazos's sending domain is specifically configured and verified to work with the default no-reply email address. When workflows are configured to send from a different email address (such as a user's personal email), the email delivery system cannot properly authenticate and deliver the emails, causing them to fail silently.
Solution
Follow these steps to resolve the sender email configuration issue:
Step 1: Access Your Workflow Settings
Navigate to your workflow configuration area in CRM
Locate and open the affected workflow (e.g., "send PAA for approval")
Step 2: Check Current Sender Configuration
Review the current sender email settings in your workflow
Look for custom user email addresses in the "From" and "Reply To" fields
Note any email addresses that are not the system's verified no-reply address
Step 3: Update Sender Email to Verified Address
Change the sender email from the custom user email to the verified no-reply email address
Ensure both "From" and "Reply To" fields use the system's verified no-reply address
Save the workflow configuration
Step 4: Test the Workflow
Trigger the workflow by creating a test record that meets the conditions
Verify that the workflow email is now successfully delivered
Confirm with recipients that they received the email
Monitor workflow logs to ensure successful delivery status
Expected Result
After updating the sender email configuration, you should see:
Workflow emails successfully delivered to all configured recipients
Email delivery logs showing "Delivered" status instead of failures
Recipients confirming they are receiving workflow notifications
Consistent email delivery for all workflow triggers
⚠️ Important Notes
Always use the verified no-reply email address for workflow sender configuration
Custom user email addresses will cause delivery failures even if they are valid email addresses
This issue can affect any workflow that sends emails, not just approval workflows
The workflow will appear to function correctly from the system perspective, making this issue difficult to detect without recipient feedback
When to Contact Support
Contact Dazos Support if:
Workflow emails still fail to deliver after updating the sender email configuration
You need assistance identifying which workflows are using incorrect sender addresses
Multiple workflows across your system are affected by similar delivery issues
You need help reviewing email delivery logs to confirm the fix is working
When contacting support, provide:
The specific workflow name and configuration
Screenshots of the sender email settings before and after changes
Examples of affected records and expected recipients