Missing email @mention notification

[Michelle3]

Hi,

We have been having an issue where the @mention no longer sends emails if used within a deals but seems to work fine when used in contacts or companies. We have checked our notificaton settings and all boxes are ticked.

Thanks

[MFrankJohnson · Accepted solution]

Q: Missing email @mention notification [when used in Deals.]

Short A: Please confirm settings and other factors.

(see image)

Longer A:

Also, please confirm that those HubSpot Users not receiving messages haven't turned off or otherwise opted out of receiving email from HubSpot. (important)

[roisinkirby · Accepted solution]

Hi @Michelle3 I took a look at your account and can confirm that the user M Sumner has opted out of receiving emails of HubSpot. Can you confirm it this is the user who is having issues?

To resolve, please ask this user to find and open an email the received in the past from HubSpot before unsubsribing, in the footer they'll be able to access a link to manage their email preferences:

If there are any other uses having difficulties please confirm their names and I will review further with HubSpot Support.

[lisat2m]

On an @mention notification in Outlook, the "view mention" takes the user to the Company record and not the deal record. The company and deal are associated but, the note with the @mention was created on the deal page. 

[MFrankJohnson]

@lisat2m, you may want to open your new issue in it's own thread, so it doesn't get lost in this account-specific thread.

[MFrankJohnson · Accepted solution]

Hi @Michelle3, is this now solved?

[MFrankJohnson · Accepted solution]

Q: Missing email @mention notification [when used in Deals.]

Short A: Please confirm settings and other factors.

(see image)

Longer A:

Also, please confirm that those HubSpot Users not receiving messages haven't turned off or otherwise opted out of receiving email from HubSpot. (important)

[Michelle3]

Hi

Have checked and all members have checked all the required boxes to recieve the email notifications but still not receiving @ mentions within deals.

[lisat2m]

We are having the same issue; all users are not receiving @ mention notifications within a deal and all the boxes are checked correctly. Why can a user not @mention himself as well as others, so that he/she can receive the same email notification as the rest of the group - this seems like a straightforward way to ensure the @mention notifcation sent

[roisinkirby]

In addition to the above I'd also advise checking your spam folder and any inbox filters!

[Michelle3]

Have checkd spam folders and they are not there. We are receiving the @Mention notifications when used in companies or contacts but not within deals.

Thanks

[roisinkirby · Accepted solution]

Hi @Michelle3 I took a look at your account and can confirm that the user M Sumner has opted out of receiving emails of HubSpot. Can you confirm it this is the user who is having issues?

To resolve, please ask this user to find and open an email the received in the past from HubSpot before unsubsribing, in the footer they'll be able to access a link to manage their email preferences:

If there are any other uses having difficulties please confirm their names and I will review further with HubSpot Support.

[Michelle3]

This is incorrect - all the relevant boxes to recieve notifications from hubspot has been ticked. This issue is not happening to a single team member but to the entire team.

Thanks

[roisinkirby]

Hi @Michelle3 a user might have this setting ticked but if they have previously opted out of receiving all emails from HubSpot then the email will not be sent regardless of any in-app setting. Please ask this user to follow the steps above. 

Can you please confirm if users are mentioning themselves and expecting to receive notifications or if the tasks are being created by different users?

An @mention notification will only be sent if it is created by another user. 

If you could confirm the above I'll continue to look into this with the support team. Thank you!