Autoresponder e-mails not getting sent.

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    Asked on October 13, 2015 at 07:08 PM


    I've checked the e-mail activity log, and see that Notification e-mails are going out, but Autoresponder e-mails are not. The e-mail field that populates the Autoresponder e-mail is behind a Form Collapse. The way this is set up:

    1. A person fills out the form
    2. The form sends a notification e-mail
    3. The person notified, signs into the form using an Edit link
    4. Additional information is added to the form, including an e-mail address, and Submit is clicked.
    5. An Autoresponder e-mail never appears to go out.

    Thanks for any thoughts,



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    Answered on October 14, 2015 at 02:49 AM



    If I understand you correctly, you want to send auto responder email upon editing the submission by your staff. Auto-responder can only be sent when the form is submitted for the first time. 


    Do let us know if you need further assistance.


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    Answered on October 14, 2015 at 04:38 PM

    Hello, and thank you for your answer.

    Your answer seems to run counter to information given in Step 9 of how to set up a workflow, on this page:

    Step 9 indicates it is possible to set up a conditional auto responder, after the form has already been submitted the first time. Am I reading that incorrectly?



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    Answered on October 14, 2015 at 08:22 PM

    Hi Brian,

    Thank you for providing us with more details.

    There must be a misunderstanding on the email workflow mentioned on the thread

    From what I understand on Step #9, it will only work on the first time the Autoresponder was sent.

    There is a difference in sending the 1st Submission and sending the 1st Autoresponder...

    In that workflow, at Step #9, the Autoresponder was added only after the form was already submitted. So during the Edit Link submission, it will be the 1st time the Autoresonder will be triggered.

    There is a way to create condition rules that will NOT tirgger the Autoresponder email on form submission. Since you can do this, you can setup the Autoresponder to get triggered only the 1st time when using the Edit Link submission instead.

    As far as I know, it has always been configured for the Autoresponder email to be triggered/sent only once. The reason for this is related to security and prevention of email spam. 

    If the form will allow resending of Autoresponder every time you re-submit the form, a person can easily abuse this feature. They can create a basic form with email field and Autoresponder on it.


    Example this form

    You can test the form and use your actual email address. You will receive the Autoresponder with the Edit Link in message.

    You can test the Edit Link and submit. Make sure the Email field is still using your email address.  Check if you will again receive a new Autoresponder

    I did this test on my end and here was the sequence

    Hope this help. Please let us know if still not clear.

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    Answered on October 15, 2015 at 08:33 AM


    You wrote: "... the Autoresponder was added only after the form was already submitted. So during the Edit Link submission, it will be the 1st time the Autoresonder will be triggered."

    That's exactly the way my form is set up. I have one Notifier e-mail, and one Autoresponder e-mail. The Notifier e-mail gets sent upon first submission. The Autoresponder e-mail is triggered when the e-mail field is filled, which happens after the form has been edited.

    I am attaching screen shots of the logic and of the two e-mails.

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    Answered on October 15, 2015 at 08:52 AM

    Since recently, we do allow for the Autoresponder emails to be sent after editing a submission. In order to prevent abuse which is explained by my colleague above, you need to manually enable this setting on your Autoresponder.

    You can do that by going to Setup & Embed > Emails > clicking on your Autoresponder:

    In the popup the opens, switch to Reply-to and Recipient Settings from the button at the bottom, and than tick/select/check the box that says Send on editing submission:

    This will allow your Autoresponder to be sent when a submission is being edited, and allow for your desired workflow. Please let us know how it goes.

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    Answered on October 15, 2015 at 09:04 AM

    Ok... so now I feel sheepish. It works!

    Thanks so much for your patience, and for pointing out what I had missed. My apologies for taking so much of your time.



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    Answered on October 15, 2015 at 09:08 AM

    You are most welcome, Brian, we are happy to hear that your desired workflow is now achieved on your form. :)

    If you need assistance with anything else, please don't hesitate to open a new support thread about it, and as always we'll do our best to help.