Update Request emails not including message text?

Margaret Wood

Hello,

We're having an issue where, when update requests are sent, they don't include the message text that we set in the automation settings. Instead they have the default 'Please update my online sheet.' I've included images of the automation setting, as well as the email that gets sent:

As these update requests can be sent to customers, we want them to be professional and include all pertinent information. Is there any way to fix this?

Thanks!

Genevieve P.

Hi @Margaret Wood

Thank you for clarifying about the placeholders! That does change the behaviour, see the bullet points at the bottom of Help Article here: Dynamically Add Cell Data in the Subject and Body of Request Messages

"When using placeholders with Alert or Update Request actions in change-based workflows, placeholders will generate separate notifications if six or fewer rows are triggered simultaneously. If seven or more rows are triggered at once, the custom subject and body will be removed."

As long as you don't trigger more than 6 rows at one time for the Update Request, the custom message will be there. Is there a possibility you'll be sending more than 6 rows to the same person at one time?

Genevieve