27 Replies Latest reply on Jun 20, 2018 5:55 PM by Nate Oosterhouse

Send Alert to "None" but "To Other Emails" not working

Nate Oosterhouse Jun 20, 2018 10:06 AM

Hi All -

I am having some issues with a Send Alert flow step that has several Choices and seems to skip over some and goes through the default for a reason I can't figure out. The choices being skipped are set to "Send To: None" but "To Other Emails: some other emails". We are basically looking to not have the alert go to a Sales Owner or Account Owner in certain circumstances but to "Other Emails".

Any ideas on why these choices would get skipped when they shouldn't?

See my attached screenshot

Re: Send Alert to "None" but "To Other Emails" not working

Sant Singh Rathaur Jun 20, 2018 10:22 AM (in response to Nate Oosterhouse)

I am not 100% sure but you can try using contains or not contains in choice 3 and 4. You can also check the lead activity if fields used in choice are being updated from the flow and they are not getting updated once alert has been sent.
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- Re: Send Alert to "None" but "To Other Emails" not working
  
  Nate Oosterhouse Jun 20, 2018 10:30 AM (in response to Sant Singh Rathaur)
  
  Thanks for the reply. I have checked the lead activity and those values are populated before the Send Alert flow action and also just tried switching to contains and still isn't working.
  
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Re: Send Alert to "None" but "To Other Emails" not working

Sant Singh Rathaur Jun 20, 2018 11:16 AM (in response to Nate Oosterhouse)

I think now only possible reason can be you are using multiple fields in the choice and single flow action. If you have this requirement create seperate send alert for each filed:

Once send alert for [Latest Form] Comment middle man field with multiple choice then
Another one for (Latest form) UTM campaign

and so on..

I hope this will work.
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- Re: Send Alert to "None" but "To Other Emails" not working
  
  Nate Oosterhouse Jun 20, 2018 12:10 PM (in response to Sant Singh Rathaur)
  
  That shouldn't be an issue since only the first Choice will apply in the Send Alert flow. Also those are two different fields. Not the same field.
  
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Re: Send Alert to "None" but "To Other Emails" not working

Steven Vanderberg Jun 20, 2018 11:24 AM (in response to Nate Oosterhouse)

Is your campaign a batch or a trigger campaign? If it's a batch campaign the tokens wont resolve and the alert cant send. If it's a trigger campaign then they will.
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- Re: Send Alert to "None" but "To Other Emails" not working
  
  Nate Oosterhouse Jun 20, 2018 12:10 PM (in response to Steven Vanderberg)
  
  Thanks Steven. It is a trigger campaign.
  
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Re: Send Alert to "None" but "To Other Emails" not working

Carrie Taylor Jun 20, 2018 1:17 PM (in response to Nate Oosterhouse)

Are you sure it is hitting the default step and not just qualifying on Choice 2? Choice 2 is the same email send set up as the default. Since you have "not contains This is a TEST", you could have a records qualifying for this choice even if that field is blank.
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- Re: Send Alert to "None" but "To Other Emails" not working
  
  Nate Oosterhouse Jun 20, 2018 2:13 PM (in response to Carrie Taylor)
  
  That was one mistake but now it doesn't send any alert to "The Other Emails"
  
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  - Re: Send Alert to "None" but "To Other Emails" not working
    
    Carrie Taylor Jun 20, 2018 2:24 PM (in response to Nate Oosterhouse)
    
    So...the other emails token isn't working in any of the Choices? Are the emails in that lead alert list all valid? Are they separated by either a comma or a semicolon?
    
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    - Re: Send Alert to "None" but "To Other Emails" not working
      
      Nate Oosterhouse Jun 20, 2018 2:36 PM (in response to Carrie Taylor)
      
      They are Carrie
      
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Re: Send Alert to "None" but "To Other Emails" not working

Brooke Bartos Jun 20, 2018 2:17 PM (in response to Nate Oosterhouse)

Can you try leaving the "Send To" field blank, as opposed to stating None?
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- Re: Send Alert to "None" but "To Other Emails" not working
  
  Carrie Taylor Jun 20, 2018 2:19 PM (in response to Brooke Bartos)
  
  I was just going to ask that same thing I usually leave it blank when I do Send Alerts.
  
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- Re: Send Alert to "None" but "To Other Emails" not working
  
  Nate Oosterhouse Jun 20, 2018 2:38 PM (in response to Brooke Bartos)
  
  Just tried that but unfortunately they seem to still get skipped over them and send the wrong alert.
  
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Re: Send Alert to "None" but "To Other Emails" not working

Sanford Whiteman Jun 20, 2018 2:38 PM (in response to Nate Oosterhouse)

Let's not get distracted by the use of Add Choice. Does this exact same token work when there's only a single default choice?

How are you verifying that the leads should have qualified for choice B or C, instead of the default, at the exact time the campaign ran? Are you sure you don't have a race condition where values are not populated at the time you look for them?
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- Re: Send Alert to "None" but "To Other Emails" not working
  
  Nate Oosterhouse Jun 20, 2018 2:46 PM (in response to Sanford Whiteman)
  
  Hi Sanford. Yes the token functions properly. I also did check that those values are populated before the Send Alert Flow Step does get executed and they do. Is this simply not a functionality when using the Send Alert Flow Step? Do you have to select Sales Owner or Account Owner
  
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  - Re: Send Alert to "None" but "To Other Emails" not working
    
    Sanford Whiteman Jun 20, 2018 2:52 PM (in response to Nate Oosterhouse)
    
    Yes the token functions properly.
    Meaning it sends to all leads in the list if there's only one Send Alert option (i.e. you don't hit Add Choice and there's only one possible list of recipients)?
    
    Is this simply not a functionality when using the Send Alert Flow Step? Do you have to select Sales Owner or Account Owner
    No, it works perfectly fine for me, which is why I think something else is happening -- either your token itself is broken (should be comma-delimited) or people aren't qualifying for your choices -- not that the token doesn't work.
    
    also did check that those values are populated before the Send Alert Flow Step does get executed and they do
    How are you checking the order of operations? You can only use the token in a trigger, so you have to be using Request Campaign to trigger this campaign if the values are already settled on the lead.
    
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    - Re: Send Alert to "None" but "To Other Emails" not working
      
      Nate Oosterhouse Jun 20, 2018 4:07 PM (in response to Sanford Whiteman)
      
      Meaning it sends to all leads in the list if there's only one Send Alert option (i.e. you don't hit Add Choice and there's only one possible list of recipients)?
      Just tried that and the token functions properly. It is comma-delimited.
      
      How are you checking the order of operations? You can only use the token in a trigger, so you have to be using Request Campaign to trigger this campaign if the values are already settled on the lead.
      This is a trigger campaign, triggered by a web form fill out in which UTM campaign and form comments get populated upon creation. I looked into the activity logs of each test and those fields do populate before the alert is sent. The Sent Alert activity is at the top of the activity log.
      
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      - Re: Send Alert to "None" but "To Other Emails" not working
        
        Nate Oosterhouse Jun 20, 2018 4:09 PM (in response to Nate Oosterhouse)
        
        It must not be reading those field values for some reason
        
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        Re: Send Alert to "None" but "To Other Emails" not working
        
        Sanford Whiteman Jun 20, 2018 4:16 PM (in response to Nate Oosterhouse)
        
        Trigger the campaign on Data Value Changes, not on Fills Out Form.
        
        Then fill out the form as an existing lead and report your results.
        
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        Re: Send Alert to "None" but "To Other Emails" not working
        
        Nate Oosterhouse Jun 20, 2018 4:50 PM (in response to Sanford Whiteman)
        
        Just ran that test. The Data Value Changes trigger campaign was triggered but still have the same issue of the wrong alert being sent.
        
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        Re: Send Alert to "None" but "To Other Emails" not working
        
        Sanford Whiteman Jun 20, 2018 4:56 PM (in response to Nate Oosterhouse)
        
        Well, that's pretty out of character.
        
        I can't repro anything like this.
        
        Clearly it's not the token itself but rather that the data values aren't being considered in the choices; I would guess you're looking at the wrong fields b/c everything else falls in line with expectations. Double, triple-check the fields is what I'd do.
        
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        Re: Send Alert to "None" but "To Other Emails" not working
        
        Nate Oosterhouse Jun 20, 2018 5:10 PM (in response to Sanford Whiteman)
        
        Thanks for all the troubleshooting help. I checked the fields and values about a hundred times. I will be working on this with support and post an update of my findings.
        
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        Re: Send Alert to "None" but "To Other Emails" not working
        
        Nate Oosterhouse Jun 20, 2018 5:55 PM (in response to Sanford Whiteman)
        
        So I just copied the values that were in the flow steps choices, pasted back over, and click them in the drop down that pops up and that solved it. Weird.
        
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Re: Send Alert to "None" but "To Other Emails" not working

Josh Hill Jun 20, 2018 3:22 PM (in response to Nate Oosterhouse)

How sure are you that the token value is formatted correctly?

Believe you can only have commas between email addresses in that box at the Program My Token level.
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Re: Send Alert to "None" but "To Other Emails" not working

Kyle McCormick Jun 20, 2018 3:33 PM (in response to Nate Oosterhouse)

How are the values displayed in the token you are using for the to other emails. I just tested this and as long as you have a comma and space between email addresses, it should send.
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- Re: Send Alert to "None" but "To Other Emails" not working
  
  Sanford Whiteman Jun 20, 2018 3:39 PM (in response to Kyle McCormick)
  
  (space doesn't matter FYI)
  
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- Re: Send Alert to "None" but "To Other Emails" not working
  
  Nate Oosterhouse Jun 20, 2018 4:08 PM (in response to Kyle McCormick)
  
  The token is functioning properly.
  
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