Power Platform Community Forum Thread Details

Issue Description:
I am looking to create a topic where the chatbot is supposed to send an email to the sustainability team when it cannot answer a user's query. The action was set up to collect the user's name, email, department, and a detailed description of their query, and then send this information to a predefined email address (see screenshot). However, despite following all the tutorials and setting up the action correctly, the email is not being sent.
Steps Taken:

Created an action to send an email to the sustainability team.
Required inputs from the user: name, email, department, and query details.
Set a predefined email address for the sustainability team.
Tested the action in both testing and live environments.

Problem:

The email is not being sent despite the action being set up correctly.

Categories:

Topic creation & management

Hi ES-06111226-0,

Can you let us know if there is any Error? or the action is executed successfully.

Double-check the email action setup within the chatbot for any issues. Create a simple email action with hardcoded values for the fields to see if an email is sent in this case. If the email sends with hardcoded values but not with user-provided inputs, the issue may lie in the way the variables are being captured or used in the action.

Check if there are environment-specific limitations or restrictions that might be blocking outgoing emails.

Confirm that the bot has the necessary permissions to send emails. If your bot uses a service account or a specific email provider (Office 365 or SMTP), ensure it is correctly authenticated and authorized to send emails. Check that the email address being used for sending emails has "Send As" or "Send On Behalf Of" permissions if needed.

Thanks.