Overview

This article explains how to correctly troubleshoot issues related to Email connections. Some of the common symptoms related to this topic are:

• You are getting the following error An error occurred when trying to automatically send this email which "de-automates" the cadence of your Play.
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Workflow

 

Instructions

 

Follow the steps listed in the Troubleshooting article for Email Issues

When this issue is not linked to only one record, but instead is happening to all the records within a Play, we can discard that only one record is broken or having issues. In such a case, and based on the fact that the error is presented when trying to send an email automatically, make sure you follow the steps described in the troubleshooting guide for Email problems.

• For more information, complete the steps described in the Troubleshooting Article - Email Issues KB Article

 

Check Microsoft's Limitations

Because Playbooks sends the email through your Outlook email client, you have to comply with the standards described or estimated by this email client. For Microsoft Exchange, for example, the limits are  described in the list below:

• For more information, complete the steps described in the Automated Email Steps are not Sending out Emails KB Article

 

Contact Support

If you got to this point, you already executed all the steps required to troubleshoot if this is an issue related to Playbooks or not. In such a case, log a ticket to Support and provide the following information:

• What is the email address(es) you are trying to send emails to?
• Is the people you are trying to send the emails added to plays? or did you just click on their email in Salesforce to send it (Ad-hoc email)?
• Would you agree if a support agent sends a quick email to himself through your Playbooks? Usually we can do that from the backend, and it won't affect any of your Plays but it will just confirm that there are no issues with Playbooks.