What is JotForm?
JotForm is a free online form builder which helps you create online forms without writing a single line of code. No sign-up required.

At JotForm, we want to make sure that you’re getting the online form builder help that you need. Our friendly customer support team is available 24/7.

We believe that if one user has a question, there could be more users who may have the same question. This is why many of our support forum threads are public and available to be searched and viewed. If you’d like help immediately, feel free to search for a similar question, or submit your question or concern.

  • Profile Image

    Conditional emails send email to each email sender separatelly instead of as a group

    Asked by VPFIN on March 21, 2016 at 12:22 PM



    Each submission of my form needs to be sent to two email addresses (a distro, and an approver). The approver email address is conditional based on the selection of a required dropdown field in the form. The distro email address is always the same.

    When a form submission is created now, instead of sending 1 email to the two emails, it is sending 2 separate emails, one to each email address.

    How can I fix this? I still need the conditional approval logic, but I need both recipients on a single email.

  • Profile Image

    Answered by Ben on March 21, 2016 at 12:47 PM

    Based on the submissions in your account I believe that this is the form that you are experiencing the issue with: http://www.jotform.us/form/60756000584149

    Now looking at the conditional setup on the each it seems to be OK. Some have 2 emails, some 3 emails, but all set up properly and each email should be sent to all of the emails in the same time.

    I do however only recommend that you change all the emails into the lower case usernames. So instead of Email.Address1@domain.com to have it as email.address1@domain.com.

    Since this is the only "issue" that you have with the setup, I would suggest applying the same change to see if that helps resolve the same issue for you.

    I must say that I have tried to do the same, and for me all emails are sent as a single email - include both emails.

    I will however look into this a bit further and update you here shortly if I find anything.

  • Profile Image

    Answered by VPFIN on March 21, 2016 at 02:17 PM

    Thank you for researching this issue further. As you requested, I replaced all upper case letters with lower case in the email addresses. I just tested the form, and chose "FINANCE". Based on the conditional logic, this should have sent an email to 3 recipients. It again sent them separately (only 1 recipient per email).


    Your additional assistance is needed and appreciated.

  • Profile Image
    JotForm Support

    Answered by Kevin_G on March 21, 2016 at 02:52 PM

    I have checked the email log for the addresses that you are using on that condition and found that the email is sent separately, however, I made a sample form and added two email recipients, I received one email in both inboxes, I also added a condition to my testing form and I got the email the same. 

    Could you try creating a new email notification and add three email addresses? 

    Once you do it, could we sent your form in order to test and see how it sends the email now? 

    Please, do let us know and we will proceed with our tests. 

  • Profile Image

    Answered by VPFIN on March 21, 2016 at 03:01 PM

    To make sure I understand, you want me to create a new email notification. And on the recipient settings, you want me to input (hard code) 3 comma separated emails? will the conditions I set up previously apply to this new notification?

  • Profile Image

    Answered by Ben on March 21, 2016 at 03:15 PM

    What my colleague wanted was yes:

    1. to create a new email notification

    2. to create a new condition that would send emails over that specific email notification template

    3. test the form

    This would allow us to see if there is by some chance an issue with the email notifier, not with the conditions.

    Unfortunately as my colleague and as I had mentioned before, I was not able to recreate the same on my side. After further tests, I was only able to recreate that it is working as before - not the issue, so issue seems to be hidden and only on that form / email notification / or those conditions.

    Do let us know how it goes and I have cleared your form cache - even though it should not impact this at all, but just in case it helps you with this issue.

  • Profile Image

    Answered by VPFIN on March 21, 2016 at 04:38 PM

    On the email notification, reply-to and recipient settings, "recipient email" is a required field. Is there anything I can enter in that field to have it disregard the field and rely solely on the conditions?

  • Profile Image

    Answered by Huberson on March 21, 2016 at 05:28 PM

    As far as I know you can set the Recipient email using 'CHANGE E-MAIL RECIPIENT' under Conditions but it is not possible to update it in the Notification setting using conditions. 

  • Profile Image

    Answered by VPFIN on March 22, 2016 at 10:21 AM

    I don't understand the response. I have already set up the conditions. Is it possible the "recipient" field in the notification is colliding with it?

  • Profile Image

    Answered by Huberson on March 22, 2016 at 11:08 AM

    No, the recipient in the notification should not conflict with the condition. But you should note that if you are using conditional based Notification, email is sent only if the condition is met.

  • Profile Image

    Answered by VPFIN on March 22, 2016 at 01:56 PM

    As suggested, I created a second notification. This time on the required "recipient field", I used a different email address that was not included in any of the conditions. I tested the form, and it is now working as expected.

    I believe the problem with the first notification was that I had already created and saved it with an email. When I created the conditions, each condition had the email that was used in the notification setup. When the conditional logic ran, perhaps it recognized that the notification email address had already been sent, and therefore skipped it in the logic, and created an email to the other conditional recipients separately.

    My advice for anyone else that runs into this problem: do not use the same email address in the notification setup that you plan to use in the conditions. Note also, that I even went back and changed the email address in the notification, and the conditions still didn't work correctly. I had to delete the notification and create a new one.

  • Profile Image

    Answered by Huberson on March 22, 2016 at 02:25 PM

    It's good to hear that you fixed it!

    You could also have created several Notification and switch between them with conditions - send-to-a-specific-email-address-based-on-a-selection