Unable to select certain fields within the email's sender name, reply-to email and recipient

  • Profile Image
    BP360digital
    Asked on August 08, 2020 at 01:37 AM

    I am currently trying to modify the autoresponders on one of my forms and realize that certain form fields are missing from the dropdown options, despite being included in the form itself as well as in the form fields options in the text editor.


    In 'Autoresponder 1' under the recipients tab, the options to modify the recipient email with the email address of the person completing the form but am unable to do so because option isn't being shown.

    Similarly, I'm having the same issue with the sender's name and reply-to email in 'Notification 1' under the recipients tab.


    This hasn't happened with my any of my other forms so I'm not sure what could be causing the issue.

  • Profile Image
    Vanessa_T
    Answered on August 08, 2020 at 05:05 AM

    I checked the form's emails and can see that the email address field is selectable within the Autoresponder's Recipients field and Notification's Reply-to Email.

    Can you please let us know, which exact field label are you trying to add as recipient, reply-to email and sender name?

    Please note that your current Name field is a Multi-line Question, hence it cannot be selected as a Sender Name in case this is what you wanted to. Kindly use the Full Name field instead.

    159687754401236.jpg

  • Profile Image
    BP360digital
    Answered on August 10, 2020 at 10:09 PM

    Hi Vanessa, I'm not sure what the disconnect is but I'm definitely not seeing those options in the dropdown menu. Here are a few screenshots of what I'm seeing in the autoresponder and notifications:


    Autoresponder:

    1597108182Screen Shot 2020-08-10 at 7.47

    1597108615Screen Shot 2020-08-10 at 8.15


    Notification

    1597108779Screen Shot 2020-08-10 at 7.49

    Sender Name Dropdown Options:

    1597109132Screen Shot 2020-08-10 at 7.51

    Reply-to Email Dropdown Options:

    1597109198Screen Shot 2020-08-10 at 7.51


    As you can see from the images above, there are missing dropdown menu items from each section.

    In the autoresponder, there is no 'Let's Get to Know You/Email Address' option, despite that being one of the fields on the actual form.

    As for the notification, there's no option in the 'sender name' dropdown menu to select the block of content containing the respondent's full name, nor is there for the email address for the 'reply-to email' field.

    I'm not having this issue with any of my other forms so I'm not sure what the cause is.

  • Profile Image
    Ariel_P
    Answered on August 11, 2020 at 05:16 AM

    Greetings,

    Thank you for contacting Support.

    As my colleague have already mentioned, a Multi-line Question field CANNOT be used as a Sender Name.

    15971371952020-08-11 17_03_42.jpg

    You can fix this by using a Full Name field instead for the name, and An Email field for the email.

    15971370232020-08-11 17_07_19.jpg

    Please give it a try and let us know how it goes.