Leads auto email box being unchecked

Chad B. shared this question ago

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Lead #75244429. There are more, this is just one example. Automated communication isnt going to them. We looked and saw the box was unchecked but can't find where it's getting unchecked. Log doesn't seem to show where anyone changed the setting. We don't have any automations that do that.

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Gabrielle P. ● 20 days ago

We have our developers looking into this further and will advise when we have an update.

Thanks!

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Gabrielle P. ● 13 days ago

Developers looked into Lead #75244429, and nothing is unchecking the Auto Emails box. Here's the sequence of events we see from the logs:

7/29: Sheila was added to Lead #72178777 as an additional contact. Additional contacts start with Auto Emails off.
8/4: Sheila was swapped to primary on #72178777. Auto Emails stays with the contact, so she stayed off. The log shows only the role change.
8/27: Lead #75244429 was created as a copy of #72178777, so it inherited the off setting.
8/28 to 9/15: four automation emails to the customer were skipped. The "email auto email disabled for contact" log entry means the automation skipped the email; it did not change the setting.

This is working as designed. To avoid it, the user should check Auto Emails on a contact whenever they swap that contact to primary. They should also check the primary contact's setting before using Save as Copy. Emails that were already skipped won't go out when the box is re-checked, because these automations are set to run once per lead.

If you have a lead that doesn't fit this pattern, please send over the lead number and we'll investigate further.

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