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Autoresponder emails no longer going to BCC address

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  • #16
    Good day!

    It is a bit strange but we need to look inside your instance and find out what is going on.

    Based on what I am understanding:

    - you are using Salesforce SMTP server and NOT the SMTP server tab we have in the C&P Settings
    - you are not getting any emails as BCC and no email is also being sent to the donor/patron

    I guess simply stated the autoresponder is not working at all.

    Would you please follow the steps listed below so we can login to your account and review your instance.

    http://forums.clickandpledge.com/showthread.php?t=1065

    Please give us time to review the account. Post back to this forum with the UserID you have set up and we will proceed with the review.
    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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    • #17
      Most of your assumptions are correct except that I am unsure whether customers are receiving their receipts because nothing appears in the autoresponder log and we are not receiving the BCC emails.
      Support has access to our instance and used it several times in the past already. You should still have access.

      Comment


      • #18
        Good day!

        Would you please post the UserID you have assigned in the forum so we can review your instance.

        We don't keep a database of these as it becomes a security issue. All information is purged after the case has been resolved. If you give me the UserID we can figure out the rest.
        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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        • #19
          Good day danowens,

          Sorry for the delay in giving you answer but we have been hard at work trying to figure out what is going on. Considering the change to BCC Compliance is a permanent one we had to apply for several developer accounts to test various scenarios.

          So here are our findings as of this very moment.
          1. What Salesforce told you about a developer being able to overwrite that field is not true based on our research- the BCC Compliance Email field is not a writeable field. see image below:
            Click image for larger version

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          2. If you are using Salesforce SMTP then our BCC Fields will NOT work. Salesforce looks at the settings in the BCC Compliance email field and if it has an email it uses it but since you have disabled it then it won't send it. It is a Salesforce peculiarity - for lack of a better word that can describe what it does.
          3. BCC Fields should work if you use your own SMTP server and NOT Saleforce.

          In Conclusion- it seems like that once BCC Compliance has been enabled there is no going back. This is why we had to set up multiple accounts to test this since we could not switch back and forth.

          We are going to have a release that simply removes the BCC field if there is an email in the BCC Compliance section. This will negate the previous remedy we came up with even though it could have worked if Salesforce was a bit more reasonable.

          I hope the above makes sense. It sure has confused us for a while. Let us know what you think and if there is anything else we can do to help you with this situation.
          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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