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Why are Salesforce Emails Not Being Generated or Sent in Veeva CRM?

  • Updated

Question:

Why are Salesforce emails such as those for Email Alerts, Workflows, or Approval Processes not being generated or sent in Veeva CRM?

Answer:

Verify that Emails Are Being Sent

Emails such as workflow alerts or approval process notifications in a CRM Org go through Salesforce's email system, rather than Veeva CRM Approved Email. 

If users are not receiving emails of this type, the first step in troubleshooting is to verify that the emails have actually been sent. Admins should verify that the Email Deliverability in the Org is set to allow emails to send, then review the Email Alert, workflow, or Approval Process to verify that the criteria for the email are being met. 

Next, admins can check the Org's Email Log Files under Setup to see if emails are actually being generated, sent, and delivered. The Salesforce Email Log Files allow admins to pull logs from the last 30 days of Salesforce-generated emails from the Org. 

Note: If the Email Log Files show that the emails are actually being generated and sent, but they are not being delivered - or are marked as delivered but are not being received by the recipient - please refer to the troubleshooting steps in the following Knowledge Base article: Why are Emails Generated by Salesforce Not Delivering or Are Going to a Junk or Spam Email Folder?

Verify that Users Are Authorized to Send Email 

If workflow emails, email alerts, or approval process emails do not appear to be generated and sent at all, this may be due to the specific user sending the email. Admins may find that some users can successfully send Salesforce emails, but other users are not able to generate Salesforce emails when they are the assigned user generating the email, or the 'From' address user on the email.

In cases such as these, the issue may be Salesforce's requirement as of 2022 that users cannot send emails from Salesforce unless their email address is Verified.

Most users verify their email address as part of the sign-up process to an Org, by clicking a link in an email. Some users may still be using email addresses that were created and initially verified before the current verification process was put in place.

If a user's email address is not marked as Verified in the Org, they will be unable to send Salesforce emails. Emails where they are the From Address or Sender will not generate and send.

However - Salesforce does not apply this restriction to users who log in to Orgs via SSO. SSO login users do not need to have a Verified email address to send email - as long as they are currently logged in through an SSO session. 

Note: If an Admin logs in as an SSO user via proxy using the Login button on their User Detail page - for example, during testing an email alert or workflow - this does not count as an SSO session for that user. So if that user's email address is not verified, emails sent by the Admin while logged in as the SSO user will not send.

Admins can check whether a user's email address is verified from the User List view under Setup. For more information, see the Salesforce Help Documentation at the bottom of this article. 

If the user is not an SSO user and their email address is not verified, Admins can reset the user's password in the Org to generate an email to the user. Clicking the link in the email to reset their password will also verify the user's email address. 

Related Documentation:

Salesforce Help Documentation:

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