Send Email action not working


I just previewed my published course and the send email action is not working. My course has a slide with a trigger to send an email to our training mailbox when the user clicks the designated button. However what is happening is the course exits instead of opening Outlook.  I have checked the trigger and it is set up to email with the correct email address. Any idea on what might be going wrong?

10 Replies
Ashley Terwilliger-Pollard

Hi Michelle,

There are a few known issues with why an email trigger would not work within Storyline.

When adding an email trigger to your Storyline course, be aware that there are certain requirements that must be met by each user’s computer for the trigger to function properly:

  • The user must have an email client installed (for example, Microsoft Outlook), and they must have an account configured in the program.
  • The email client program must allow JavaScripts and HTML submits. Some programs, like Lotus Notes and Groupwise, do not allow these features.  Therefore, they will not work.

Tighter security restrictions in modern web browsers, operating systems, and anti-virus programs can also interfere with this process. We recommend testing your content in its final environment to determine if the email trigger will work for your users.

Cassandra Buffington-Bates

Hi Ashley,  Thanks for the additional information about email triggers.My client is using Microsoft Outlook.  I tested the functionality in Articulate review but it isn't launching Outlook to open with the email address to populate in the email automatically.  Am I overthinking what I want SL360 to accomplish?

Ashley Terwilliger-Pollard

Hi Cassandra, 

I don't think so - but I do know that the Review courses aren't sending the email trigger currently. Our team is taking a look at that, but in the meantime that set up should work if you're hosting the final content on an external  Learning Management System (LMS) or web server. 

Since Review is for gathering feedback about the course, could you instruct your Reviewers to comment using the sidebar on the right? 

Crystal Horn

Good news! We fixed the issue where email triggers weren't working in Review 360. Install the latest Storyline 360 update to take advantage of all the recent features and fixes. Here's how.

If the problem happens again, please record a Peek 360 screencast for me, and I'll be happy to help!

Cha Red

The Send email to isn't working. I have the correct email, and tried several others to test its function, and nothing. Is there a workaround that isn't too code deep? I have the latest update Jan 18, 2022. SL360. Simple email to my company's email with subject and body text to generate. But no email pop-up to actually send the email. Need help! Thank you in advance.

Leslie McKerchie

Hello Cha Red,

I appreciate you chiming in to share what you are currently experiencing. 

Are you testing the published output from the intended environment?

I'd like you to share your project file with our support engineers to investigate what's happening with your permission. It will be deleted when troubleshooting is complete.