Why isn't my customer form automation triggering in ecommerce platform?

Shopify Plus
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Topic summary

Automation goal: send an email after a customer submits a form, verify a specific form ID, ensure the customer has the “Member” tag, then send via Shopify Email. Screenshots of two configured flows were shared.

Issue: the workflow never triggers, so no emails are sent.

Key clarification:

  • “Trigger” (first step that starts the workflow) vs “Action” (what the workflow does). Shopify Email is an Action, not a Trigger.
  • The selected trigger appears to be “Helium Customer Fields / Customer submitted form,” which likely only fires when a form built with the Helium Customer Fields app is submitted.

Likely cause: the submitted form isn’t from the Helium app, or the Helium trigger isn’t firing.

Actions suggested:

  • Confirm the trigger’s source app and ensure the actual form submission comes from that same app.
  • If using Helium Customer Fields, contact their support to investigate why the trigger isn’t firing.

Status: unresolved; pending verification of the trigger–form alignment and potential follow‑up with the app’s support.

Summarized with AI on January 21. AI used: gpt-5.
1

Hello

I am trying to create a Shopify automation with this flow

  1. When customer submitted a form

  2. Check form I’d

  3. Admin add a tag to that customer “Member” - flow check if customer have “Member” tag

  4. Send email to Customer

but there is no automation form triggering, not sending any email https://prnt.sc/dtZbbNu-pxYu

Another Flow

https://prnt.sc/l7NyvT6w_tqY

Please help

2

That forms trigger is for a specific app. Are you using that app for the form submissions? If so, you should contact that app to tell them their trigger is not working.

3

Hey, I am using shopify email app to trigger email

4

That’s the “Action”. The trigger is the first step in a workflow that indicates when it will begin. In this case, it looks like you are using Helium Customer Fields / Customer submitted form. It’s unclear from their description when that would trigger (possibly only if you use one of their forms). If you aren’t seeing that trigger happen, then you should check with them.