Send Email (External)

Required Permission

Workflow - You must have the Workflow permission to access this setting.

The Send Email action sends emails to customers and external recipients using pre-configured email templates. Use this for welcome emails, reminders, notifications, and other customer communications.

Prerequisites

Email templates must be configured before they can be used:

1. Navigate to Settings > Calendar > Email Templates
2. Create templates with merge fields
3. Configure subject, body, and attachments

Configuration

1. Select Send Email (External) as the action type
2. Choose the Email Template
3. Select the Recipient Field (email field on the record)

Email Templates

Emails are sent using templates from Settings > Calendar > Email Templates.

Template Features

Feature	Description
Merge Fields	Dynamic content from record fields
HTML Formatting	Rich text, images, styling
Attachments	Files attached to the template
Reply-To	Custom reply address

Merge Fields

Templates can include merge fields that pull data from the record:

• Contact name
• Company information
• Project details
• Custom field values

Example template result (after merge fields are replaced):

Hi John,

Thank you for choosing us for your Kitchen Remodel project!

Your project manager, Jane Doe, will be in touch within 24 hours.

Best regards,
The Team

(Merge fields are configured in the email template settings)

Recipient Options

Select which email address to send to:

Option	Description
Primary Email	Main email field on the record
Secondary Email	Alternate email field
Custom Email Field	Any email-type custom field

Recipient Selection

1. Choose the email field from the dropdown
2. If field is empty, email is not sent
3. Multiple recipients require separate actions

Use Cases

Welcome Email

Send a welcome email when a new contact is created:

Template: "Welcome - New Contact" Recipient: Primary Email

Appointment Reminder

Remind customers of upcoming appointments:

Template: "Appointment Reminder" Recipient: Primary Email

Status Update

Notify customers when their project status changes:

Template: "Project Status Update" Recipient: Primary Email

Contract Follow-up

Send follow-up after contract is sent:

Example Workflow

Complete lead nurture sequence:

Email Deliverability

Email Settings Required

Ensure your email settings are properly configured to avoid spam filters. Test emails before activating workflows.

Best Practices for Deliverability

1. Configure SPF/DKIM - Set up email authentication
2. Use a valid From address - Match your domain
3. Avoid spam triggers - No excessive caps, misleading subjects
4. Include unsubscribe - For marketing emails
5. Test before launch - Send test emails first

Testing Emails

Before activating a workflow:

1. Create a test record with your email
2. Trigger the workflow manually
3. Check your inbox for the email
4. Verify formatting and merge fields
5. Check spam folder

Handling Empty Recipients

If the recipient email field is empty:

• The email action is skipped
• Execution continues to next step
• No error is recorded (by design)

To require an email:

1. Add a condition before the email action
2. Check if email field "is known"
3. Handle missing email appropriately

Troubleshooting

Email Not Sent

• Verify recipient field has a value
• Check template exists and is active
• Review execution history for errors
• Confirm email settings are configured

Wrong Content

• Review template merge fields
• Check field values on the record
• Verify correct template selected

Email in Spam

• Check email authentication settings
• Review email content for spam triggers
• Verify sender reputation
• Consider dedicated email domain

Attachments Missing

• Verify attachments are on the template
• Check file size limits
• Confirm attachment files exist

Next Steps

• Send Internal Email - Email team members
• Delays - Time your email sequences