Send customized emails with SendGrid

The Send Customized Emails snap-in integrates SendGrid with DevRev's Workflow Builder to automate personalized email delivery. Once installed and configured, a Send customized emails action node becomes available in the Workflow Builder, enabling dynamic, template-driven messages triggered by workflow events.

For alternative email-sending options, see the Outlook Email Sender and Send Gmail Email snap-ins. If you need emails triggered by ticket subtypes rather than workflow logic, see the Ticket email notifier article.

Prerequisites

• Admin access to your DevRev workspace is required to install snap-ins and create connections.

• A SendGrid account with an API key that has Mail Send permissions enabled.

Install the snap-in

1. Go to Settings > Snap-ins and install the Send Customized Emails snap-in from the DevRev marketplace.

2. After installation completes, click Deploy to activate the snap-in in your workspace.

Configure the snap-in

Create a SendGrid connection

1. Go to Settings > Snap-ins > Connections > + Connection.

2. Select SendGrid.

3. Enter your API key and click Save.

Configure the workflow node

1. Open the Workflow Builder and locate the Send customized emails action node.

2. Select the SendGrid connection you created, then provide the following inputs:

   • Sender email: The address from which the email is sent.

   • Recipient emails: One or more destination addresses, up to 1,000 per email.

   • Email body or email template name: Provide one or the other — not both. If you use a template name, it must exactly match a template created in your SendGrid account.

   • Fields to replace in the email template: Key-value pairs used for dynamic content substitution in the template. Enter one pair per line, in the format Key=Value.

   📝 Note: For example, if your SendGrid HTML template contains <p>{{Name}}</p> and <p>{{Company}}</p>, enter the following in the Fields to replace field:

   Name=ABC
   Company=Acme Corp

   This replaces <p>{{Name}}</p> with <p>ABC</p> and <p>{{Company}}</p> with <p>Acme Corp</p>.

Limitations

• The total size of an email, including any attachments, must be less than 30 MB.

  📝 Note: Attachment support via the workflow node is not fully documented. If you need to send attachments, verify the capability in your SendGrid account settings.

• Each email can have a maximum of 1,000 recipients.

• The SendGrid API enforces rate limits that vary by account plan. Exceeding your plan's limit causes requests to be delayed or rejected. Refer to SendGrid's rate limit documentation for details on your plan's thresholds.

Troubleshooting

• Issue: Connection fails or emails are not sent after configuring the node.

  Solution: Verify that the API key entered in the SendGrid connection has Mail Send permissions enabled in your SendGrid account. Regenerate the key if necessary, then update the connection in Settings > Snap-ins > Connections.

• Issue: Emails appear to send successfully (no error in the workflow) but recipients do not receive them.

  Solution: The SendGrid API returns a 202 Accepted response even when downstream delivery fails (for example, due to suppression lists, invalid recipient addresses, or domain authentication issues). Check the activity feed in your SendGrid dashboard to confirm delivery status and review any bounce or block events.

• Issue: Template substitution fields are not replaced in the delivered email.

  Solution: Confirm that the template name in the node exactly matches the name of the template in SendGrid (case-sensitive). Also verify that the placeholder syntax in the template (for example, {{Name}}) matches the key used in the Fields to replace input (for example, Name=ABC), with one key-value pair per line.