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Notification Issues

Overview

Missed notifications and undelivered emails undermine trust in the platform. This page covers how to diagnose deliverability problems, check suppression lists, and verify channel configuration.

Who this is for

  • End User
  • Admin
  • Developer

Prerequisites

  • Admin access to Administration > Configuration > Notifications.
  • Ability to check spam folders and corporate mail gateway logs.
  • Access to user profile notification preferences.

Step-by-step instructions

1. Verify user preferences

  1. Click your avatar and select Profile > Notification Preferences.
  2. Confirm the desired channels are enabled (Email, Slack, In-App).
  3. Verify the email address and phone number are correct.
  4. Check that Do Not Disturb is not active.

2. Inspect email deliverability

  1. Open Administration > Configuration > Notifications > Email Logs.
  2. Search for the recipient address.
  3. Review the delivery status: Delivered, Bounced, Dropped, or Deferred.
  4. If bounced, note the SMTP response code.

3. Check suppression lists

  1. In Email Logs, filter by Status: Bounced.
  2. If an address appears with a hard bounce, it is auto-suppressed.
  3. Click the address and select Remove from Suppression List only after confirming the address is valid.
  4. Suppression removal takes effect within 5 minutes.

4. Validate Slack and Teams channels

  1. Go to Administration > Integrations > Slack (or Teams).
  2. Verify the bot is still a member of the target channel.
  3. Check that the channel name has not changed.
  4. Re-invite the bot if it was removed.

5. Review digest schedules

  1. Open Administration > Configuration > Notifications > Digests.
  2. Confirm the digest is enabled and the cron expression is valid.
  3. Check the recipient list for the digest.
  4. Trigger a test digest and verify receipt.

Permissions required

Role Permission Scope
Admin Manage notification settings Organization
Admin Manage suppression list Organization
User Edit own notification preferences Own profile

Limits and guardrails

  • Limit Suppression list removal: max 50 addresses per hour.
  • Limit Test digests: max 5 per hour per admin.
  • Limit Email rate: 1,000 messages per minute per tenant.
  • Limit In-app notification retention: 90 days.

Troubleshooting

Issue: User is not receiving any emails

Cause: The address is on the suppression list, the corporate gateway is blocking the sender IP, or the user unsubscribed. Resolution: 1. Check Email Logs for bounce or drop events. 2. Whitelist notifications@valuepact.ai and the egress IPs in your mail gateway. 3. Remove the address from suppression if appropriate. 4. Ask the user to check spam and promotions folders.

Issue: Slack notifications stopped after a channel rename

Cause: The integration stores the channel ID, but the webhook or bot membership is tied to the name. Resolution: 1. Re-invite the ValuePact bot to the renamed channel. 2. In Integrations > Slack, click Refresh Channels. 3. Re-select the channel in the notification rule.

Issue: Digest email contains stale data

Cause: The digest snapshot runs before the daily ETL (Extract, Transform, Load) completes. Resolution: 1. Open Digests > Schedule. 2. Shift the cron expression to at least 1 hour after the ETL window ends. 3. Save and send a test digest.

Escalation path

Severity Condition Contact
P3 Single user not receiving emails #valuepact-support Slack
P2 Entire tenant or channel missing notifications support@valuepact.ai
P1 Notification system down platform-wide On-call page with subject "P1 Notification Outage"