There could be a number of reasons that an automation rule does not trigger or that the emails it sends are not received. The rule trigger may not have been met, the email recipients may not be set up correctly, or there may be a delivery issue preventing the email from reaching its destination.
You can view why the automation rule has not triggered from the service user's history to do this:
Click the three-line menu.
Select the relevant service that the service user is under.
Select the relevant service user, then from the left-hand panel, select History.
Under the rules history, locate the automation rule you need.
The status shows Unexecuted - Criteria not met if it has not triggered.
💡 Tip: You can click the record to see why it has not triggered and make the relevant amendments. Here is a handy guide on how to edit automation rules.
Email not being received
If the automation rule is triggering correctly but the email is not being received, work through the checks below in order.
Who gets the email
You can check who the email is being sent to from the rule history. Automation rules are set up via role; as long as the employee is added to the role, they will get the emails.
To view who is getting the email, follow these simple steps:
Click the three-line menu.
Select the relevant service that the service user is under.
Select the relevant service user, then from the left-hand panel, select History.
Under the rules history, locate the automation rule you need.
Click the rule. This shows all email recipients who received the email.
Check roles
If the employee is not in the recipient list, make sure they are assigned to the correct role for the automation rule. When creating the automation rule, you add the role you want the email to be sent to. You need to make sure that the relevant users are in that role. To do this, follow these simple steps:
Click the three-line menu.
Select the relevant service that the service user is under.
Select the relevant service user, then from the left-hand panel, select Roles.
Locate the relevant role and ensure the employee is a part of the group or the employee section.
Employee email address
Make sure the employee has an email address on their record. To check this, follow these simple steps:
Click the three-line menu.
Click Configuration, then click Employee.
Select the relevant employee.
Ensure they have the correct email.
If not, click Edit, add the correct email, then click Update.
Email Domain Whitelist
If the rule history shows the email was sent and the recipient appears in the list, but the employee still has not received it, your tenant may have an Email Domain Whitelist configured that is excluding the recipient.
The Email Domain Whitelist in Account Preferences controls which recipient email domains ACP is permitted to deliver emails to. If the recipient's email domain is not on the whitelist, ACP will silently skip them — no error is shown and no bounce is generated.
To check and update the whitelist:
Click the three-line menu.
Click Configuration, then click Tenant.
Click Preferences, then scroll to Account Preferences.
Check the Email Domain Whitelist field.
If it contains domain names and the recipient's domain is missing, add their domain to the list, separated by a comma.
Click Update.
For full guidance on the Email Domain Whitelist, see Tenant preferences — Email Domain Whitelist.
Email arriving in spam or being blocked by your mail server
If the whitelist is not the cause and you have confirmed the recipient appears in the rule history, the email may be reaching your organisation's mail server but being filtered into spam or blocked before delivery.
Ask the recipient to check their spam or junk folder. If the email is landing there, your IT team may need to add the ACP sending domain to your organisation's safe senders list.
The ACP sending address is not configurable by customers. Raise a support case via the Access Digital Assistant and the support team can confirm the sending domain for your IT team to approve.