Skip to main content

Troubleshooting Workflow Email Not Sending to All Recipients When Using Multiple Dynamic Tokens (CRM)

Overview This guide explains what to do when a workflow email stops sending to all intended recipients when the email action uses more than one dynamic email token.

Symptom

  • A workflow email sends to some recipients but not others

  • The workflow action appears active but stops triggering for certain records

  • The Active toggle under Workflow Actions reverts to OFF after saving

  • A referral source's primary or secondary email is missing from the outbound email


Cause

Dazos workflow email actions do not support multiple dynamic email tokens placed in the same recipient field. When two dynamic tokens (e.g., a primary referral source email and a secondary email) are both entered in the To field, the system overloads during the live data lookup and the automation crashes — stopping the workflow action from sending entirely, even to recipients that were previously receiving emails.


⚠️ Note: Static email addresses can be used alongside a single dynamic token in the To field without issue. The limitation applies specifically to placing multiple dynamic tokens in the same field.


Solution

Split the tokens across separate fields — place the primary dynamic token in To and the secondary dynamic token in Cc.

  1. Open the affected workflow in Dazos and navigate to the Send Email action

  2. In the To field, ensure only one dynamic email token is present (e.g., the referral source's primary email token)

  3. Remove any additional dynamic tokens from the To field

  4. Place the secondary dynamic email token (e.g., a secondary contact email) in the Cc field instead

  5. If you need to include static email addresses (e.g., a fixed admissions inbox), add them alongside the single dynamic token in the To or Cc field

  6. Click Save on the workflow action

  7. Confirm the workflow Active toggle is set to ON and save again

  8. Test by triggering a live record and verify that both the primary and secondary recipients receive the email


✅ Expected Result: The workflow action remains active and stable. The primary recipient receives the email via the To field and the secondary recipient receives it via Cc.


Escalation

Contact Dazos Support if:

  • The workflow action continues to revert to OFF after applying the fix above

  • Emails are still not reaching one or more recipients after splitting the tokens

  • You are unsure which token corresponds to the primary vs. secondary email field for your specific module

  • You need assistance restructuring a workflow that sends to more than two dynamic email recipients

Related Resources

  • How to Add Multiple Email Recipients in Workflow Emails

  • Troubleshooting Workflow Emails with Raw Tokens and Integration Sender Addresses

  • Troubleshooting Workflow Email Tokens Pulling Incorrect Names

Related Articles
Did this answer your question?