Tested this myself and also do not get it to work, but I wonder if it's expected that you can send internal emails via this process (it seems like it should be doable).





Gainsight: Is the complete process for sending emails via Rules "Setup Action" documented someplace?  I find these articles which refer to this process, but don't really provide much detail on how to configure and how it should expect to work:





https://support.gainsight.com/hc/en-us/articles/204443717-Gainsight-Email-Templates-with-Tokens-non-...


https://support.gainsight.com/hc/en-us/articles/213245527-Setup-Rule-Action-Types#Send-Email


https://support.gainsight.com/hc/en-us/articles/213556117-CoPilot-Automated-Email-Overview





John: I know the above does not help you, however there are a couple of alternatives:





1.  Use Co-Pilot (a little more work, but you could schedule the outreach to run after the CTA trigger rule so it would function almost in real time:  https://support.gainsight.com/hc/en-us/articles/228274848-Send-Emails-to-Internal-SFDC-Users) 


2.  Ensure your CSMs have Notifications enabled, and recommend they set them for every 15 minutes.  https://support.gainsight.com/hc/en-us/articles/202640873-Configure-Internal-User-Email-Notification...  Less than ideal as this applies to ALL CTAs, and potentially more if they want to be notified for other things.

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incidentally, here is my Send Email Action Setup:

The error I get is Empty Email Address (see below), but I verified via Reports that it is the field being used in the Email Identifier field above (Account::Success Manager Email) is not empty.

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Today, notifications are designed mostly to handle this scenario (point #2 in Jeff's post).   You need to enable notifications as an admin and then end users can modify their setting as shown here:

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Thanks Denise!  As I called out in my note though, this is All or Nothing.  I get the impression that John wants to have a specific, separate "Urgent" email go out for this CTA that won't get lost in the noise.  I think his is a pretty common use case (we kinda/sorta do that here using Co-Pilot) and while it is doable via Co-Pilot, it sure would be convenient just to add Action #2 within the same rule.  





In the meantime, John, you should be able to accomplish what you want with with Co-Pilot by





1. Create a Co-Pilot email template.  


2.  Create a powerlist using the  Call To Action, User Field, CSM field (in my example, we use Success Manager vs. CSM).  


3. Create an Outreach and schedule it for some time after the date/time you run the CTA trigger rule.

Not perfect, but it will get you where you want I think.

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Hi,





If it's possible could you please explain in detail what's going wrong? Is the rule setup on CTA object itself and same is used for both creating CTAs and sending emails as well?  





We would like to understand the problem better and address it accordingly.





Thanks!

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Hi John,I recently started going through all of the unanswered or unresolved problems and questions here. Was checking to see if this  has been resolved or if it is an ongoing issue/question?

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Trying to set up same type of alert and seeing "Empty email address" error message as well

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