Send email to different people based on response

[Anonymous]

Hi 

I am having a bit of trouble building a power automate flow and I'd love some help please.

The flow is triggered but a user completing a form.

Once the form is completed the contents are added into an excel file. These two bits work fine.

Next is where it gets complicated (for me anyway). I want to email different people based on the answers in the form but the email type is not determined by just one question. Let me try and explain.

I ask users a question, what is the change type you are requesting. If the customer answers one of a couple of answers they will become customers A. I'll then send email A (this bit works okay too!).

If customers answers a certain answer, they might become customer B but I want to ask a couple more questions to validate. At the end of the questions if they are still customer B I want to send email B. If they are now customer A I want to send email A.

There is also a customer C group. Like B, if the customer answers a certain answer they might become customer C. Again, I want to ask a couple more questions to validate and after they may stay customer C and therefore receive email C or they might be customer A and send email A.

I've tried various flows and I can get some bits to work and some bits don't.

Any help you can give on this would be greatly appreciated! 

Thank you 

Lisa 

[abm]

Hi @Anonymous 

With the given description it is possible to achieve your requirement. As a start please explain what is Email A, B & C conditions? Also if you can post a screenshot of your form and flow that will be really helpful.

Thanks

[Anonymous]

Okay so the first question that uses branching is 'What is your Change Type'

There are several answers to this question, if a customer answers Technology they might be a B customer. If they answer Contracts they might be a C customer. For all other answers, the users are asked a number of other questions but ultimately they will all be sent email A at the end.

If the customer answers Technology we'll ask them further questions.

1) Detailed explanation of technology change: This is a free text box and all answers will go to the next question

2) Change to existing question: Yes (might still be a B go to next question), No / I don't know - these will now be A and will follow the rest of A user questions. 

3) What system(s) does technology change involve: There is then a list of options and 'some of the above' and 'none of the above' if the user selects one of the systems listed they might still be a B (go to next B question), if 'some of the above' or 'none of the above' they will now be A and will follow the rest of A user questions.

4) How often is the Technology change required: No branching off this question, all answers will go to the next question.

5) What action is needed for the system: There are for three actions listed and a 'none of the above' option. If the user selects one of the listed actions they are a  B customer and I want to sent email B. If they select 'none of the above' they are an A customer and I want to send email A.

The 'C' route is similar to B just different questions but the premise is the same, customers will move from C to A depending on their answers and a number of them will stay C.

I've added pictures of my current flow. 

I deleted the email bit as I kept trying different bits but one pic shows what I currently have (form & excel)

One pic shows what I tried (but didn't work)

The form is 23 questions long but I've added pictures to show 

Question 8 - first branching question

Question 13 - last question to decide A / B 

Question 16 - last question to decide A / C

Thank you for such a quick response 🙂 

[abm]

Hi @Anonymous 

Thanks for your reply. Let me have a look at this and get back to you.

[abm]

Hi @Anonymous 

I had looked into this. You have got quite a lot of questions to determine whether its A, B or C. You mentioned there is a branching logic to determine go to next question sets relating to A, B or C. Is any way you could determine which question is the last one to answer to finally determine whether it's A or B or C. That means user has gone through each questions. You mentioned earlier like user selected one of system selected then its B and carry on asking next questions related to B. There must a point where you asking the last question related to B and that determines user has answered all questions related to B. This way you could easily check the last question of A, B or C in flow to determine which email you need to send to. Hope it make sense.

Thanks

[Anonymous]

Thanks for looking into it.

Yes there is a final question which will determine if it is B or A but again, I think it is a bit complicated. 

If change type is Technology and the answer to the final question is X / Y / Z the customer will be B.

If change type is Technology and the customer either answers W to the final question OR doesn't even make it to answer the final question they will be A.

I found when I created a flow using this logic previously it would identify the B customers fine but it would send multiple A emails to the A customers.

Can you advise the best way to create a flow based on that logic please? 

Thank you 

Lisa 

[abm]

Hi @Anonymous 

Not sure I understood your latest response correctly.

If change type is Technology and the answer to the final question is X / Y / Z the customer will be B.

So for the above we can check IF Z contains a value that means B.

If change type is Technology and the customer either answers W to the final question OR doesn't even make it to answer the final question they will be A.

The final answer is W and Z NOT contained any value, so that will be A. Isn't?  This is the one I am not sure about your explanation.

Could you please clarify?

Thanks