Request More Information Email for Approval Flow

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    Asked on November 21, 2021 at 10:39 PM

    Good evening,

    I am testing my approval process and I have selected to be able to request more information before approval; however, I cannot customize to whom the email goes to.

    It appears to automatically select one of the email addresses on the form, but I cannot change the email address it should be sent it for the pop-up email that occurs.

    Please advise when you have the chance as to how I can adjust/customize this portion.

    Thank you!

    Jensen Allen

  • Profile Image
    Answered on November 22, 2021 at 04:50 AM

    Dear customer

    Thank you for contacting support.

    Please allow me some time to conduct some test, and I will get back to as soon as I have more information.

    Kind regards,


  • Profile Image
    Answered on November 22, 2021 at 05:09 AM

    Dear customer,

    Thank you for you patience.

    I am not able to replicate the issue on my side. May I kindly ask you what device and browser you are using?

    As you can see from the screenshot below I am able to amend the email address that the submission is sent to.

    1637575702_619b6c166a251_Screenshot 2021

    Please feel free to use this cloned version of the form:

    Kind regards,


  • Profile Image
    Answered on November 22, 2021 at 01:57 PM

    Good afternoon, Francis -

    Thanks for reaching out.

    Unfortunately, that is not where I am encountering the issue. I know about the ability to change the message that is sent to the signer and change the signer's email; however, this is stemming from the email that is auto-populated when I try to "Request More Information" from the submitter.

    I have added some screenshots that I hope help better explain:


    When I click the below link circled in red --


    I get a pop-up with this email pre-populated - however, this is not the right email address I need to send to.


    The below is the right email address field I need populated to request more information; however, I cannot edit the pre-populated email to get it to automatically pull this field instead of the other listed above.


    Please advise.

    Thank you!

  • Profile Image
    Answered on November 22, 2021 at 06:36 PM

    Hi there,

    Thanks for the clarification!

    I was able to replicate your concern. So basically the goal is to have the submitter's email address auto-populated when requesting more information, right?

    I'm investigating this right now and see how can we get this to work out for you.

    I'll update you as soon as I have more info to share.


  • Profile Image
    Answered on November 22, 2021 at 07:05 PM

    I'm back! Thanks for your patience!

    I see that by default the submitter's email address should be auto-populated when you click the "Request more information" option prior to denying or approving the request.

    The "Signer Email Address" field is intended for those who will be assigned to approve or deny the request and not the email address that will be auto-populated when you request for more information because like what I have said, the submitter's email address should auto-populate.


    I've cloned your form and made a couple of submissions and it seems to be working as intended. When I click the "Request more information", the email address I used to submit the form auto-populated.

    Can you do another test submission and kindly use a different email address to submit the form.

    If the issue persists, feel free to reach back.