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  • Autoresponder BCC

    I'm having a similar issue as this. In C&P Settings > Autoresponder > Email > specific autoresponder > Send Option > BCC, we previously had a single email address and that person received a copy of every autoresponder. Last week, we wanted to add a second recipient so added them as: email1@domain.org;email2@domain.org

    The app doesn't permit separating the addresses any other way, not even adding a space after the semicolon. However, after doing so, neither recipient receives the autoresponder after a donation is received. Other than creating a custom email group or other forwarding rule to ensure everyone receives particular notifications, can you help resolve this issue?

  • #2
    Good day @wtben

    This issue is not related to the original post and all of the users listed in that thread will be notified of the post. I have created a new post for you.

    In order to investigate the issue, we need you to do the following:
    • Grant us access to your Salesforce instance.
    • Share the responder name you were expecting to fire.
    • Share the order number.
    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


    • #3
      Granted access to 00Dd0000000borB. Issue has been with Donation Acknowledgment Letter CC. Several transactions have occurred since May 9 when this started, coinciding with when I tried adding a BCC recipient. According to the C&P Autoresponder Log, no autoresponders have been sent since the 9th, so it's possible the issue is not with the BCC field at all but with something bigger in the autoresponder module.

      One such recent order that I think should have triggered this autoresponder but didn't was 29115-1905140009542778685.

      Comment


      • #4
        We just reviewed and found that the reason for NOT firing the responder is because of the following condition didn't satisfy:

        C&P Data - SKU
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        C&P Autoresponder: Donation Acknowledgment Letter CC

        Click image for larger version

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ID:	46230

        Do you have any other order numbers?
        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


        • #5
          Can you troubleshoot where this phony SKU came from? All of the SKUs on the payment form we're using ("2017 General Donations" in WildernessTorah12384 campaign) are Donation.

          Comment


          • #6
            The first time the autoresponder worked since this issue cropped up a week before was on order 29115-1905162335591931003, transacted last night. Its data file has SKU Donation, correctly. Any idea why others in the past week did not?

            Comment


            • #7
              Yes, it works because of the condition satisfied. The order#29115-1905140009542778685 has been processed using "Other" amount field in the form and for that field, the SKU was "DonationGeneral" but now it is changed to "Donation". With the current settings, the Autoresponder will fire for your future transactions.
              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


              • #8
                As I said, I've never used the SKU "DonationGeneral." In the Connect campaign, through this entire troubleshooting of the last 10 days, all SKUs on the associated campaign have always been "Donation."

                Again, I'm trying to understand why for a period of a week, the autoresponder failed to send and why the SKU for these transactions appeared as DonationGeneral when that SKU was never used in the campaign. Do you have a backup of the campaign from a time when you believe the SKUs were DonationGeneral?

                Comment


                • #9
                  Order Number 29115-1905140009542778685 was donated, and the Patron opted to fund the specific need 'General Support'.

                  Click image for larger version

Name:	2019-05-20 Forum Wilderness Torah.jpg
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                  Custom Questions have the option to add a 'SKU Suffix', which is then appended to the SKU, and Salesforce receives the SKU with the appendage. This gives you more flexibility as it allows you to modify how you record the transaction in Salesforce or what response you send based on the Patron's input.

                  Do you know then this Custom Question was added?

                  You can resolve by setting your condition to 'SKU Starts With' or 'SKU Includes'. It is best practice to stick to 'SKU Is' when you can- because this reduces the chances that your rules might overlap in an unexpected way, but this looks like a good case to make an exception.
                  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
                    Thanks for the lead! Yes, this makes sense. I had no recollect that we'd added these settings before.

                    Comment

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