Workflow - Notification

We use a workflow to send instructions to a contact, when a box is checked in a column. Each message is customized with information from the corresponding row - and should be sent separately. Somehow, the system sent two messages with customized content in a single email, and changed the subject line to be "(2 entries)" rather than the bracketed customization from the message. Why does this happen, and can it be prevented? Ideally, each message would be sent separately, so avoiding the "two for one" outcome would be preferable. Thanks for any insights.

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Workflows in Smartsheet

Accepted answers

Brandie

Thanks Genevieve - I did learn that this is how this workflow operates. To address, since our workflow needs to avoid combinations of notifications into a single email, we changed the action in the workflow to an update rather than a notification, which addressed the concern, and provided the individual communication copies that were needed for our process. Appreciate the response!

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Paul Newcome

I would reach out to support for this one. Having the placeholders in the subject and/or body is supposed to help ensure that it will send individually.

Brandie

Thanks Paul - I've opened a ticket with Support on this.

Genevieve P.

Hi @Brandie

What type of information are you including in the Alert? (Ex. Sheet Link and Specific Fields, or Message Only).

When using the Message only alert type, any simultaneously triggered rows will be combined into a single notification.

See the bullet points at the bottom of this article: Customize the content of your alerts and requests

Cheers,

Genevieve

Brandie

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