I have a support chatbot on a client’s website and I have the “Send summary email” action set to send a summary to the client, but he isn’t getting any emails.
I’m using GPT 4.1 and I’ve tried two different email addresses, with no luck.
What am I doing wrong?
Hi @majorleagueai,
The main issue here is that the summary email only gets sent when the chatbot believes the conversation has actually ended. The usual trigger is something like: “When the chat seems finished, ask for the user’s name, then send the summary.” Most visitors close the widget right away, so the bot never reaches that final step.
Another common scenario is when the prompt has too many reminders or conflicting instructions. In those cases, the model gets stuck and never reaches the trigger state. Clearing the extra lines and keeping the chatbot prompt simple with one or two clear sentences usually fixes this.
These two adjustments solve this problem in most cases. If it still continues, feel free to reach out at info@pickaxeproject.com and we’ll help you sort it out.
Hi @majorleagueai I put together free training on this on the Skool community:
-Ned
When you say ask for “ask for the user’s name, then send the summary” are you saying the person chatting is the user or the email that I put in the action?
I just want a summary of the chat to be sent to an email address (the client) after each chat. I’m not trying to have a summary of the chat sent to the person who was chatting.
Does that make sense?
Hi @majorleagueai,
Let me clarify it in a simpler way.
When I said “ask for the user’s name, then send the summary,” I didn’t mean the summary has to go to the person who was chatting. That step is only a trigger the chatbot uses to understand that the conversation has ended. Once that trigger fires, the Action can send the summary to any email you’ve configured inside the Action setup. It doesn’t have to be the end-user’s email.
So yes, your understanding is correct. 
If your goal is to send every chat summary to a fixed email address (for example, your client’s inbox), that works perfectly. You just need a clean trigger prompt that reliably signals “the chat is finished,” and your Action will send the summary to the email you set in the Action fields. I hope this helps.