Autoresponder not sending

[ndlugajczyk]

I have set up auto responder for the first time. I have created two templates in C&P designer, set up two auto responders, and completed two test transactions in our system to email to myself to test what I have done. I am not getting the emails. And I am unsure what I am doing wrong.

[CnP.Support]

Good day!

Autoresponders are sent when a transaction is in Salesforce, processed with C&P Transaction record, contact, etc. If the transaction is in the C&P Temporary Contact, the AR will not be sent since the Contact is not yet present.

What I suggest you do is to make sure the Transaction is not in C&P Temporary Contact and no errors have occurred. Next check make sure all conditions are met.

If you want we can review the transaction and let you know. What is the Order Number and which AR you are expecting to be sent.

Grant us login access & we will review it for you.

[ndlugajczyk]

It is not in the Temporary Contacts, I have match mode set up for fully-automatic contact creation intentionally. The order number is 1607121257556833655. I have granted access. I am thinking it has something to do with the tags possibly which I am unsure of the purpose and use, but set one up to the best of my ability.

[ndlugajczyk]

Salesforce.com Organization ID

00D36000000Il4u

[CnP.Support.AM]

Good day @ndlugajczyk,

We reviewed your instance and the reason for not firing the Autoresponder is because it didn't met the conditions you have defined in both Autoresponders under C&P Settings.

See C&P Data of above order number:



See Autoresponders you have:

BASIS Peoria:


BASIS Peoria Tax:


Please note that above conditions are set as AND and as such that have to be met before the autoresponder is sent.

Hope that answers your question. Let us know if we can be of any further assistance.

Thanks,

[ndlugajczyk]

Wow, okay well that was kind of stupid of me. Thank you. One additional question. If I set up the autoresponder, will it only send when a transaction is completed through the Virtual Terminal, or will it send for any transaction that is completed using that C&P account? I am wondering if I can turn off the Send receipt in my external C&P account and us this for the receipts instead for any transactions completed online.

[CnP.Support]

Good day ndlugajczyk

Autoresponder works when a transaction posts to Salesforce, regardless of its origin. If the conditions that are set for the AR are met the AR will be sent.

The source, Virtual Terminal, Event, Shopping Carts, Donation forms, Connect donations, etc. etc. is totally irrelevant. AR will be sent if the condition is true with any posted data that is NOT in the C&P Temporary Contact.

Hope that helps.

[ndlugajczyk]

Wonderful! Thank you for your help and patience.

[ndlugajczyk]

I have another question about the autoresponder conditions. I have my autoresponders set up with the same/similar conditions as shows above, but anyone that has a recurring transaction does not get an autoresponder. Shouldn't the individual transaction for a recurring still get an autoresponder if all the conditions match? If the person selected recurring do I have to have that set as a condition before any of the individual transactions will send an autoresponder?

[CnP.Support.AM]

Good day @ndlugajczyk,

Yes, in case of recurring transaction it won't fire the Autoresponder with above conditions until and unless you check the box for recurring in Autoresponder.

Let us know if we can be of any further assistance.

Thanks,

[ndlugajczyk]

Okay, I was not getting autoresponder notices sent out before I added a specific rule for recurring payments, and now people are getting two notices. What do I do to resolve this?

[CnP.Support.AM]

Good day @ndlugajczyk,

Would you please share the order number of the transaction for which two Autoresponders fired?

Looking forward to hearing back from you.

Thanks,

[ndlugajczyk]

It has happened for several, but here is the order number for one of them. Order Number: 1607260217423233576

It happens only when it pertains to recurring transactions.

[CnP.Support.AM]

Good day @ndlugajczyk,

We reviewed and found that the reason for firing two Autoresponders because both match's the condition you have defined.

Please see the following:

C&P Data of the order number: 1607260217423233576





See the both Autoresponders:

Scottsdale Capital Campaign Recurring:


Scottsdale Legacy Brick Recurring:


Hope that answers your question. Let us know if we can be of any further assistance.

Thanks,