If your workflow includes multiple email recipients, it's important to structure the “To” and “Cc” fields correctly to ensure proper handling of contact names in email templates.
Issue
In your workflow, you’ve added both the main contact (the customer) and your sales manager, let's say with the position "SP" (a secondary contact person) to the “To” field.
When multiple recipients are set in the “To” field, the system is forced to pick one of the contacts to determine the value for placeholders like {{ person.first_name }} and {{ person.last_name }}. This can lead to unpredictable results.
Solution
Move “SP” to the “Cc” field instead of “To”.
When only one contact is in the “To” field, the system will use that contact’s name for personalization variables, and there will be no ambiguity.
Summary
✅ Use the To field for the primary contact only.
✅ Use the Cc field for any secondary recipients (e.g. SP).
❌ Avoid adding multiple people to the “To” field if your email uses
{{ person.first_name }}so you can predict for sure what will be sent to the customer.
This ensures consistent and accurate personalization in your automated emails.