Recipient for autoresponder not receiving email notification

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    Asked on August 22, 2019 at 03:43 PM

    I have followed the instructions for the auto-responder and no matter what we attempt to do, the person filling out the form is not receiving the auto-responder. Attached is a screenshot of the settings for the recipients for this email. Can you please assist?


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    Answered on August 22, 2019 at 04:40 PM


    I have verified that the email address,, mail logs and it's showing that emails are being sent, it's also not on our bounce list.

    1566506172mail logs.JPG

    Kindly check the Spam or Junk folder, if it's there please mark it as Not Spam to prevent it from tagging it as Spam email in the future.

    For your reference:

    I hope this helps. Let us know if you need further assistance.

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    Answered on August 22, 2019 at 05:43 PM
    That is not the email address I'm referring to. We have other people from
    other email addresses submitting the form, they are not receiving the email
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    Answered on August 22, 2019 at 06:40 PM

    The problem is that the email autoresponder is set to be sent to a field that does not contain an email address, the field "Process Consultant Role at Visit" is actually a drop down and does not have any email addresses:


    To solve the problem simply edit the email and select a field where the user will enter an email address on the recipient email address section. 

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    Answered on August 23, 2019 at 09:49 AM

    Thank you Kevin.

    Question. Why can I not select the 'Your Name' or the 'Process Consultant Name' field to enter an email address for the RECIPIENT EMAIL to use for this purpose? It looks as though it starts at the Process Consultant Role at Visit field as an option.

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    Answered on August 23, 2019 at 10:35 AM

    You can use those fields as the Recipient Email, that is why it is being shown as an option on the the Recipient Email list, however, for the emails to actually be sent, your chosen Recipient Email field should have a valid email address value.

    Based on what I can see, the Process Consultant Role at Visit field has the following options:

    1566570561Screen Shot 2019-08-23 at 10.2

    With that, it is impossible to send an email to an email address "Lead Process Consultant" nor even "Secondary (Support) Process Consultant.

    What we would suggest is add an Email field wherein your users can input their email address. Then on the Autoresponder Email, select that email field as the Recipient Email.