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Allow Dropbox Sign Users to customize CC'd recipients settings

aeastcott

Recipients that are CC'd automatically receive a confirmation email that a document has been completed. However, if you select the option that all recipients receive a pdf copy attachment once completed they receive a double email. One saying the document has been completed and another with the attachment. The settings do not allow the account holder to toggle that option off. The email saying the document has been completed without the attachment is redundant and useless and only clogs up the your email inbox. Users should be able to fully customize their settings and not have certain settings locked and uneditable.

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Comments

Keith

Hi @aeastcott, thanks for sharing this feedback.

The expected behavior is that CC’d recipients receive one completion email. The setting “When a signature request is completed – email a copy to the other signers and anyone CC’d” under "Email PDF copies" controls whether that email includes the completed PDF as an attachment, or is sent without the PDF attached.

If CC’d recipients are receiving two separate emails, it may be related to the "Enable global email BCC" setting in the Admin Console. If this is configured and matches a CC’d address, that person may receive an additional completion email with the attachment, alongside the normal CC email.

Could you check whether the "Email PDF copies" setting is enabled, and if your org admin has "Enable global email BCC" configured?

Let us know what you find, thanks.

aeastcott

Hi @Keith, thank you for the response. The "Email PDF copies" setting is enabled. We want all parties to receive the PDF after a document has been fully executed. The "Enable global email BBC" is not enabled, but all CC'd recipients are receiving a duplicate notification email. I believe it is because the notification setting is selected, and we are unable to uncheck the box to turn it off. The help center replied that this is a hard set on all Dropbox users and is not an individual setting that can be turned off.

Keith

Hi @aeastcott, thanks for checking that and confirming the settings.

The locked “A document is completed” setting is locked by design to make sure completion notifications are sent. The “Email PDF copies” setting then controls whether that completion email includes the PDF attachment. It shouldn’t send two separate emails.

Could you check whether the CC’d recipients are also signers on the request? If they are, they may receive another email with a subject like “Everyone has signed” or “You just signed”, alongside the CC completion email.

It would also be helpful to know whether the duplicate emails have different subject lines.

aeastcott

Hi @Keith, it sends two emails with different subject lines. The CC'd recipients are not signers on the request. The emails are sent and/or received at the same time. In this scenario, I am the sender, do not sign, and need to receive a pdf copy once fully executed.

The subject lines are:

1.) Everyone has signed (insert subject line here) - no attachment

2.) You've been copied on (insert subject line here) - pdf attachment

Keith

Thanks @aeastcott. Could you confirm:

Do CC recipients who are not the sender or signers receive both emails, or only “You’ve been copied on…”?
Is the sender’s email address also on the CC list?

aeastcott

@Keith I have confirmed that

1.) CC recipients who are not the sender or signer do not receive both emails, and only receive the "You've been copied" version.

2.) The sender's email address is also on the CC list. - We do this to receive a pdf copy for instant access to the document information for processing. The "everyone has signed" email requires us to login to access the document. Doing this also requires us to search for the signed document, click to open it, etc, and is much more time consuming.

Keith

Hi @aeastcott, thanks for confirming this and for helping us troubleshoot.

The emails are working as expected then it seems. The sender receives “Everyone has signed,” while CC recipients receive “You’ve been copied on.” Because the sender is also on the CC list, they receive both emails.

To avoid this:

Turn on “When a signature request is completed – email me a copy” so the sender receives the PDF.
Remove the sender’s address from the CC list.
Keep “email a copy to others/CC” turned on so other CC recipients still receive the PDF.

Right now, these completion emails can't be turned off, so I'll open this idea up for voting. If other members of the community would like an option to change these completion notifications, please be sure to upvote the main post.

aeastcott

Hi @Keith, I was able to test your suggestion today by changing the setting to "email me a copy" and remove the sender's address. It solves our issue of the double email and gives us the pdf copy that we need. Thank you!

While I have you, is there a setting that allows us to upload a legal size document? We are finding our legal size documents are being distorted and squished into a letter size document.

Keith

Great to hear that sorted it for you. I’ll take a look into that distorted upload issue and get back to you here.

Keith

What file format are are you using for these documents, does the issue occur with any format?

aeastcott

@Keith It is a .pdf. I have tested it with a .doc as well and got the same result.

Keith

Thanks @aeastcott, there isn’t currently a setting to preserve the document size when previewed.

Documents are standardized to a fixed page width, so the document converter may resize a non-Letter document’s width to Letter size for display in the editor. The actual document should still retain its original size.

If you have feedback around this, or a suggestion for how it could be improved, could you open a new idea thread and add as detailed an explanation as possible? That way, we can see if others have similar issues and take a look into it if there’s interest in changing the workflow. Thanks.