Email & Notifications

Email delivery issues, template variables, DNS setup, and notification troubleshooting.

Written By Victor Raessen

Last updated 1 day ago

Email & Notifications

Troubleshooting email delivery, template rendering, and notification issues.

Emails not sending

Symptom

Check

Fix

No emails being sent at all

Admin > Email — is a default from address configured?

Set a valid from email address with an authorized domain

Emails going to spam

Domain authentication — are DKIM and CNAME records set up?

Add the required DNS records shown in Admin > Email > Domain Authentication. Validate that DKIM1, DKIM2, and mail CNAME records are all showing "Valid".

Specific template not sending

Is the template enabled? Check Admin > Email > Templates

Enable the template. Some templates (like quote reminders) must be explicitly enabled.

"SendGrid API is not ready to validate"

DNS records were just added

Wait a few minutes for DNS propagation, then try validating again

Template variables not rendering

If you see raw {{ variable }} text in sent emails instead of actual values:

  • Check the variable name matches exactly — variable names are case-sensitive

  • Use the correct variable scope: {{ recipient.firstName }} for the recipient, {{ user.firstName }} for the sender, {{ quote.number }} for quote data

  • Some variables are only available in specific template types (e.g., quote variables only work in quote-related templates)

Available variable categories:

  • Global: {{ siteTitle }}

  • Recipient: {{ recipient.firstName }}, {{ recipient.lastName }}, {{ recipient.email }}, {{ recipient.company }}, etc.

  • User (sender): {{ user.firstName }}, {{ user.lastName }}, {{ user.email }}, etc.

  • Quote: {{ quote.number }}, {{ quote.name }}, {{ quote.link }}, {{ quote.expiresAt }}, etc.

  • Custom fields: {{ quote.customFields.<id> }}, {{ quote.opportunity.udf.<id> }}

Notification issues

  • Quote viewed notification not received — Check that the "Quote Viewed" notification template is enabled in Admin > Email

  • Quote view shows as "Anonymous" — This is expected behaviour, not an error. External recipients aren't required to have a Salesbuildr account to open a quote, so when a quote is viewed without the recipient being logged in, Salesbuildr can't display their name. The notification confirms the quote link was opened, but the viewer's name isn't captured for anonymous views. If several contacts are linked to the opportunity, the notification alone won't indicate which person opened the quote. To attribute views to a named contact, the recipient must be signed in when viewing.

  • Approval notifications not sent — Verify the approver has a valid email address and the approval template is enabled

  • Order confirmation not sent — Check that the order confirmation template is enabled and the recipient has an email

See Email for full email configuration documentation.

See also