Messaging: Workflows Incident 2026-08-18

Messaging

Context

Comms for #inc-2026-08-18-email-sending-failing-in-workflows

Format

• Single email broadcast (e.g. a newsletter)
• Multiple email broadcasts (e.g. a notification and reminder)
• Automated email campaign (e.g. logic-based flow)
• Requires in-app notification
• Requires social media support

Should this be formatted as a marketing email, transactional email, personal email, etc.

Timeline

August 21

💡 For changes to T&Cs, DPA, BAA, or other legal documents, expect to give 30 days notice unless legal advises otherwise. Plan accordingly.

Targeting

Affected customers

Subscription topic

• Welcome emails
• Changelog updates
• Product notifications
• Actually useful marketing emails
• Service updates
• All subscribed and unsubscribed users

Marketing team checklist

• I've added to The Messaging Calendar with a link to this issue
• I've checked with #group-cs-sales-support if any managed customers need to be excluded

Requested input and previews

Subject: Incident report: Some of your emails were not sent

Note: All workflow names and numbers are rendered with liquid html

Start with the incident context, subject line, rendered preview, and affected-customer spreadsheet linked in the issue. Check the requested single-email format, audience, subscription scope, and managed-customer exclusions; done means the incident communication is finalized for the listed recipients.