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What Happens When an Email in a Workflow Fails to Send?
What Happens When an Email in a Workflow Fails to Send?

Understand what happens when your Workflow fails to send an email.

Ron Danenberg avatar
Written by Ron Danenberg
Updated over a week ago

If you're using Kolleno's workflow feature to send emails, it's important to understand how the system handles situations when an email fails to send. Here’s what you need to know:

Reasons for Email Failures

Emails in workflows can fail to send for several reasons, including:

  • Invalid or Missing Email Addresses: If the email address provided is incorrect or missing, the email cannot be delivered.

  • Rate Limits or Technical Issues: Occasionally, issues with third-party email providers (like Google or Microsoft) may cause an email to fail. These could include rate limits or temporary service disruptions. In that case, please contact your customer success manager to set up Custom DNS instead.

How Kolleno Handles Failed Emails

1. Emails with a Specific Send Time:

If an email is configured to be sent at a specific time and fails to send:

  • The workflow will automatically retry sending the email up to three more times at 30-minute intervals on the day.

  • If the email still fails to send after these retries, the system will attempt to send it again the following day at the originally scheduled time. Please note that if the next day falls on a weekend and your workflows are not enabled to send on weekends, the email will not be sent until the next business day.

  • The retry attempts are limited to avoid sending emails at odd hours, which could be inconvenient or inappropriate for your recipients.

2. Emails Set to "Send as soon as possible":

If the option to "Send as soon as possible" is enabled:

  • The workflow will continue to retry sending the email every 30 minutes until the issue is resolved, ensuring the email is sent as soon as possible.

Handling Invalid or Missing Email Addresses

  • If an email fails to send due to an invalid or missing email address, once the email address is corrected, the email will be sent according to the retry for the type of email.

  • Note, for emails with a specific send time, if the email address is not corrected within the 1.5-hour retry window, the email will only be sent the next day at the originally scheduled time.

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