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    Why don't I receive a custom confirmation email?

    Asked by jotformlinds on January 26, 2014 at 05:30 PM

    I have composed a custom "auto responder" email and when I test it, it sends an exact copy of the email I composed.  However, when I complete an actual form and PayPal payment, I receive an automatically generated JotForm email with 2 columns: Question and Answer, respectively.

    I want my clients to be sent the confirmation email that I composed and tested - how can I set it up so that this happens? 

    Also, am I correct in thinking that I cannot hide blank fields in the email if I use a custom email? 

    Page URL:
    http://form.jotform.co/form/40075533785862

    email JotForm custom email and
  • Profile Image
    JotForm Support

    Answered by jonathan on January 26, 2014 at 07:55 PM

    Hi,

    You can customize the email message of the Autoresponder E-mail just like the regular Notificatin E-mail. Refer to this guide also https://www.jotform.com/help/26-Creating-a-Form-Autoresponder

     

    Also, am I correct in thinking that I cannot hide blank fields in the email if I use a custom email?

    Yes, this is correct. Refer to this guide -How-to-Hide-Empty-Fields-on-Email-Alerts as it was mentioned

     

    Inform us if you need further assistance.

    Thanks.

  • Profile Image

    Answered by jotformlinds on January 27, 2014 at 01:42 PM

    Thanks for your quick reply!  Unfortunately though, I don't think my question was answered, 

    I had previously reviewed the guide that you suggested and I was successful in composing a custom "auto responder" email.   When I tested it, I received an exact copy of the email I composed - exactly what I was looking for.  However, when I completed an actual form and PayPal payment, I received an automatically generated JotForm email with 2 columns: Question and Answer, respectively. I did NOT receive the custom email I had composed, nor the one I received when I tested it.

    I want my clients to be sent the confirmation email that I composed and tested - how can I set it up so that this happens? 

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    JotForm Support

    Answered by KadeJM on January 27, 2014 at 02:20 PM

    I checked this but I'm only currently seeing the default template in your Email Alerts. Basically, The Notification or Authoresponder in your case will display according to how you have formated your Email's Notification Template.

    So to troubleshoot this problem furthermore I am wondering if you had your " Hide Empty Email Fields " ENABLED before my colleague jonathan had advised this above? It probably regenerated the template when you had edited it.