Mystery: Triggered Emails fail to send to Gmail email accounts! Why? How to fix? Plz help! Thx.

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1

HELLO! :slight_smile: I will be grateful to any help or guidance to resolve my issues…
hopefully I am submitting this to the proper forum…

I have a WIX website ( WCT.tv ) with a Message Form, at the bottom of the page.
(Please feel free to try it out, just let me know in the message area that you are testing it.)

Using a combination of Standard WIX functionality and a sprinkling of Corvid code to handle a few special processes, we have set up a Triggered Email to send a nice “Thank you for contacting us” email reply to the users who submit a message. Every time a message is submitted, that user’s name, email address, message verbiage, and a few other data points get saved to a contactForm database.

IMPORTANTLY:
I want the Triggered Thank you email reply to go out every single time to every user who sends us a message; if they send us 10 messages, I want 10 Triggered Thank yous going to that person.

Thankfully, the database successfully collects all message instances from all senders. That part is working well. But I actually have TWO PROBLEMS with the Triggered Thank you Emails… :

#1.) my testing has revealed that SOME of the users receive Thank you emails every single time they submit a message, while OTHER users only get 1 initial Thank you email reply from the system and then never get any more, even though they may submit multiple messages.

#2.) even worse, my testing has revealed that users with GMAIL addresses who submit a message do not EVER get a Triggered Email Thank you reply. The Triggered emails are definitely not making it to those Gmail accounts, as they are nowhere to be found in the All Mail, Spam, or Primary, Social, and Promotions categories.

SUMMARY:
– What’s happening here?
– Why do SOME users get Triggered emails every single time they submit a message?
– Why do OTHER users only ever get 1 Triggered email, even though they submit multiple
times?
– Has Gmail blocked incoming WIX Triggered emails?
– Is there a technical problem or setting on our end to fix why WIX Triggered Emails can’t be
received by GMAIL??? — why do my GMAIL users never get ANY Triggered emails?
– Has anyone else experienced these same or similar issues?
– And has anyone “out there” found a fix or know of a work-around?

We would certainly be grateful for any expertise or advice to help us resolve these issues.

I will be glad to send any additional info or screen shots or anything to further a resolution.

Thank you for reading my post and kindest regards,

Emily Eberly,
Producer@WebinarCreativeTechnology.com

2

Which triggered email setup are you using?

As it clearly tells you on this page here if you read the tutorial page that you are using.
https://support.wix.com/en/article/corvid-tutorial-sending-an-email-on-form-submission
Important:
Using SendGrid to send emails from certain email providers may not work as expected. For example, see this notification about sending from Gmail addresses.

If you are talking about the normal triggered emails through Wix itself.
https://support.wix.com/en/article/corvid-tutorial-sending-a-triggered-email-to-members
https://support.wix.com/en/article/corvid-tutorial-sending-a-triggered-email-to-contacts

Then these should work perfectly fine and the recipient should get them fine, if they get stuck in spam or junk for example then it is down to the user themselves to whitelist your email address in their email provider.

Otherwise, if it is just a simple thank you for contacting us reply, then you could have just used Wix Automations and done it all without code.
https://support.wix.com/en/ascend-by-wix/wix-automations

3

Hello givemeawhisky!

Thank you for your thoughtful reply. :slight_smile:

I will answer your questions as best as I can… see embedded images below…
please let me know if you have more questions or suggestions for improvement.

Our message form is a little bit special because it uses some custom clickable selection buttons with mouse-over effects, (rather than the basic WIX supplied radio button or check box functionality), and because of the custom buttons, which are required for the user to select one of them, the form also has a modified error checking functionality to ensure that all Required fields and a button selection are satisfied before Submitting.

I welcome you to take a look at how the form functions.

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We don’t have site members, but are using the contactForm database to handle the email addresses of the people who have just sent us a message.

The site supports both Desktop and Mobile users - in fact, approximately 75% of our users will be from the Mobile side, which means Mobile needs to be optimized as best as possible.

So far, we have not yet used a 3rd-party service to send emails, but are currently relying on the Triggered Email functionality in WIX to send our Thank you messages.

In response to a message, the requirement is (by whatever the best method would be) to send a Thank you email each time a form is submitted, no matter how many times a unique user submits a message to us.

Currently, we are using the code-style Triggered emails (not an Automation), because it was thought that this method would integrate better with our custom Corvid code in how it handles our form.

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We are not sending emails from a Gmail email address, rather we are trying to send our Triggered Thank you messages TO Gmail addresses (and to any/all types of email addresses, whatever type they may be) belonging to the people who have submitted messages to us.

The FROM address is one of my regular (non-WIX) email addresses belonging to a different (but related) domain.

I am not so much interested in building a contact list data base with this WIX site (I have other sites for that purpose); I am simply interested in:
#1) establishing a credible web presence,
#2) providing a site user message form that works as I have designed it,
#3) serving users by responding immediately (automatically with a Triggered Thank you email) to their
submitted messages,
#4) being alerted in real-time from the site as to when someone submits a message (so that I can
respond personally if it is a high-priority situation), and
#5) accumulating a database collection of all submitted messages (with related data fields) that have
been sent to us, for later analysis and export into a spreadsheet.

We have been fraught with annoying problems all along the way.

Alerts and notifications are not working for me:

  • the little Notification bell only lights up when I receive Desktop message submissions, not Mobile
    message submissions;
  • I am not able to get a real-time email sent to me at my regular email from the WIX site to let me know
    when someone submits a message; and
  • currently, the only way for me to see who has sent us messages is by me directly accessing the
    contactForm database.

Thank you, givemeawhisky, for your time to look at this, I appreciate your expertise and I hope to hear back from you with any further insights or advice on what we should do to iron out the kinks in what is supposed to be a fairly simple site.

And if there is anyone else in our WIX community out there who would like to add your thoughts, we would welcome your input, too.

Sincerely and kind regards,

Emily

4

So firstly we can rule out the fact that it isn’t down to yourself using SendGrid as you are not using a third party in your form setup (as per the send email on form submission tutorial). So that rules out the issue with SendGrid not sending to Gmail addresses.

Plus, as you state it is a user input form made within Wix using Corvid, then you also don’t have the issue of it being an issue with third party code like when they give you html code to embed into your page for example.

So, as the error is really only with the triggered email itself and it not being sent out to some recipients whilst others get it etc, then I would suggest that you would be better suited going through Wix Support for more help with this first of.
https://support.wix.com/en/article/contacting-wix-support
https://support.wix.com/en/article/contacting-wix-by-phone-3491545

If they can’t fathom out why it doesn’t send to Gmail addresses etc and try to palm you off and say it is an issue with your code - even though you know the code works fine as some do get it. Then please come back here and ask again and we will have to get the Wix Mods to look into it further for you.

I am just a Ninja on here who is on here in my own free time answering issues on behalf of the Wix Mods whilst they are off busy elsewhere. Whilst they have access permissions to your editor itself so they can check over your site and code etc, us Ninja’s are just general public users like yourself, so obviously we don’t have that access for security reasons.

As for the notifications bell etc, I don’t use that myself. If I want a simple reply back to my admin email address or another email address, then I just use a simple Wix Automation to send me a short message saying that somebody has done something on my site etc. You can also choose to include the captured details like their inputs so you can see them in your message too.
https://support.wix.com/en/article/sending-automated-response-emails-to-contacts

Note too that the triggered emails don’t send a reply out to you when they get sent out, unless you set up a Wix Automation like I stated above or you use the send email on form submission SendGrid tutorial so that when the user submits a form, both yourself and the user receives an email about it.

Finally and just to double check.

As your form is just a general contact us form, then I take it that you are using the Wix tutorial for sending a triggered email to contacts.
https://support.wix.com/en/article/corvid-tutorial-sending-a-triggered-email-to-contacts

And not the Wix tutorial for sending a email to members.
https://support.wix.com/en/article/corvid-tutorial-sending-a-triggered-email-to-members

I just have to check as the contacts one uses Wix CRM, whereas the members one uses Wix Users and they act differently.

What’s the difference between wix-crm and wix-users?
The CRM API contains functionality for working with your site’s contacts.
The Users API contains functionality for working with users who are logged-in members.
Note that all members are also contacts, but contacts are not necessarily members.

5

Also while I’m thinking of it, even though you are better suited going through Wix Support as it seems to be an issue with the email being sent out itself.

Please paste the code that you have used on that page so that we can check it here, just in case there is a slight error in it that is affecting it somewhere along the line.

As you said it all works, then there shouldn’t be, however it is always worth a check over too.

6

Also, best not to post data or images that contain personal info like your email or other people’s emails for example, if you have to then please blank them out for security reasons.

7

@givemeawhisky thank you for this advice, and is there a way for me to message you privately?

8

Always much better to add any code that you have used here as you will get the Wix Admin/Mods and other forum users reading it too and they can also add their own comments.

Also, note that other users in the future may have the exact or similar issue to yourself for example and by having code pasted up here and sorted out if needed, then they also have the chance of seeing the error of their own ways and correcting it themselves, instead of the forum having multiple questions covering the same issue every so often.

Remember, sa said before, that us Ninjas come here in our own free time, so I could be on here one day and off for the rest of the week. If you send me items directly then you might be waiting a good few days for a response, whereas the forum should be able to help you the same day or the next day.