When a contact’s email address is updated mid-conversation, existing email threads retain the original address to maintain thread continuity. Replying directly without updating the recipient field can result in failed email delivery.
Why This Happens
Event Temple’s Reply function prioritizes message continuity by referencing the original email headers of the thread. If a contact’s email address is updated in their Contact Record after a thread has already started:
The existing thread continues targeting the original address.
An orange warning indicator/flag appears in the recipient section.
The message will fail to deliver if the old address is no longer active.
How to Ensure Successful Delivery
When replying to a contact whose email address was recently updated, use one of the following methods:
Method 1: Refresh the Recipient in the Existing Thread (Recommended)
Open the existing email thread.
Click Reply.
In the To field, click the X next to the flagged recipient to remove their old address.
Search for and select the contact again from the dropdown menu to pull in their updated email address.
Send your email as normal.
Method 2: Start a New Email Chain
Go to the updated Contact Record or Booking Email tab.
Click New Email (do not click Reply on an old thread).
Verify the new email address is populated.
Draft and send your email.