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  • Auto-responders no longer sending

    I discovered this morning that our auto-responders are not sending. The recurring donation receipt is still sending but I trialed two regular donations this morning and did not receive the receipt email to the donor's email or receive it to our org's email which is supposed to be BCC'd. Everything looks fine and active on the back end. Can you please help us?

  • #2
    The issue has now expanded to recurring donations I just saw one come through our website that did not trigger an email receipt.

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    • #3
      Good day @CoralReefAlliance

      Would you please grant us login access to your Salesforce instance and share the order numbers as well as the expected Autoresponder name so that we can review it?

      Looking forward to hearing back from you.
      Regards,
      Click & Pledge Support Department

      On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

      Join us @ the educational webinars: https://clickandpledge.com/webinars/
      Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
      Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

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      • #4
        Can you share some instructions on how to grant access? I have never done that for Click and Pledge before and do not know how.

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        • #5
          The responder name is "Default Receipt" and the CnP Template Name is "Coral Default Receipt." Here is a list of donations that did not receive an email:

          18382-2103241004275741525
          18382-2103241342209748444
          18382-2103241402109802386
          18382-2103241049429593592
          18382-2103241034520883592
          Last edited by CnP.Support.AM; 03-26-2021, 12:10 AM. Reason: Removed donor info.

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          • #6
            The recurring gift receipt responder is called "Recurring Receipt" and the CnP Template name is called "Coral Recurring Receipt". That one worked a couple times yesterday but then stopped at some point. These are the transaction IDs for the recurring donations that did not receive an automated email:

            18382-210324102218258
            18382-210324101819546
            18382-210325110919598
            18382-210324093645651
            18382-210324101716191
            18382-210324103419234
            18382-210324102809906

            We are really hoping to resolve this issue quickly. Thank you.

            Comment


            • #7
              How to grant access:
              Just wanted to make sure that are you referring to Autoresponders in Salesforce and not Connect receipts?
              Regards,
              Click & Pledge Support Department

              On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

              Join us @ the educational webinars: https://clickandpledge.com/webinars/
              Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
              Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

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              • #8
                Thank you! I just granted access for one week. I am referring to the autoresponders set up in the CnP SF plug in called "CnP Settings." As of this morning this issue still persists. Thanks in advance for the help!

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                • #9
                  Good day @CoralReefAlliance

                  Would you please send the responder manually through the C&P Transaction detail page for failed responders? and let us know if you see any issues with the responder moving forward.
                  Regards,
                  Click & Pledge Support Department

                  On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

                  Join us @ the educational webinars: https://clickandpledge.com/webinars/
                  Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
                  Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

                  Comment


                  • #10
                    Hi, thank you for your assistance. I pushed the failed responders through and everything has been functioning correctly since Friday afternoon. Thank you so much for your help on this!

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