Skip to main content

Why Full VOB Workflow Email Sends with Empty Fields (and How to Fix It) (CRM)

Overview

When submitting a Full VOB, the workflow email is sent with empty fields — such as Member ID and key insurance information — even though those fields were filled in before clicking Send for Full VOB. The email arrives at the recipient with those fields blank.
​

Possible Causes

  • Workflow is configured to trigger on record creation: When a workflow fires on record creation, it runs immediately — before the user has had a chance to fill in all required fields. If the fields are empty at the moment the record is created, the workflow email will send with those fields blank.

  • Required Account-level information was not completed before the record was created: The workflow pulls field values from the record at the moment it fires. If Account-level information (such as insurance details or Member ID) has not been populated yet, the workflow email will reflect those fields as empty.

Solution

  1. Change the workflow trigger from record creation to field update. Navigate to the affected workflow in Settings → CRM Settings → Automation → Workflows. Instead of triggering when the record is created, configure the workflow to trigger when the Send for Full VOB field is updated. This gives the user time to complete all required fields before the workflow fires, ensuring the email is sent with the correct data populated.
    ​

  2. Ensure all required Account-level information is completed before creating the record. If your workflow must trigger on record creation, make sure all required Account-level fields — including insurance details and Member ID — are fully populated at the Account level before the record is created. The workflow will then pull the correct information when it runs.
    ​

  3. Re-run the workflow manually if fields were already empty when it fired. Because a workflow configured to trigger only once on creation will not re-fire after the record is updated, you will need to contact Dazos Support to manually re-run the automation for any records where the email was sent with empty fields. Once the required information has been populated on the record, Support can trigger the workflow again so the email is resent with the correct data.
    ​

  4. Test the updated workflow. After making changes, submit a new test record through the Full VOB process, fill in all required fields, and confirm that the workflow email is received with all expected fields — including Member ID and insurance information — correctly populated.
    ​

Still Need Help?

If the workflow email continues to send with empty fields after updating the trigger configuration, contact Dazos Support. When reaching out, please provide:

  • The name of the workflow associated with the Send for Full VOB action

  • A description of which fields are missing from the email

  • A link to a sample record where the issue occurred

  • Confirmation of how the workflow trigger is currently configured (record creation vs. field update)

Related Articles
Did this answer your question?