User Not Receiving Chatter Email Notifications for '@mentions' in Salesforce

Overview

This article helps troubleshoot why a user is not receiving email notifications when @mentioned in Salesforce Chatter. The sections below outline when notifications are sent, when they are not sent by design, and what to do when email is not received despite the expected conditions being met.

When Email Notifications for Chatter @mentions Are Sent

• To anyone who is @mentioned in a comment.
• For any additional comments on a post on which you have commented, bookmarked, or liked.
• To all members of a group that is @mentioned. See @Mention People and Groups in Posts and Comments.

When Email Notifications for Chatter @mentions Are NOT Sent (By Design)

• For subsequent comments on a post on which you were @mentioned but did not comment.
• If you @mention yourself. Consider voting on the Idea Exchange: Allow Chatter Notification emails to be sent to me when I @mention myself.
• To you, if you @mention a group that you are a member of.
• If "Allow Email" is disabled on Chatter Email Settings in Setup.
• If you copy/paste an @mention from an existing Chatter post to a new post. The new post displays the @mention as a URL link rather than a true @mention.
• If access checks fail after selecting a name. If the check fails, the person will not see the update and will not receive an email notification. See Mention People and Groups in Chatter.

When Email Notifications Are NOT Received (Deliverability Issues)

If the expected notifications are not being received despite the conditions above being met, there may be a problem with email deliverability settings in the org. Have your IT or Email Administrator review these best practices:

• Improve Deliverability of Emails Sent from Salesforce
• Require Sender Name and Email Address to Send Chatter Email Notification (Release Update)
• Create a DKIM Key — DKIM (DomainKeys Identified Mail) is an email authentication method that helps verify that emails are sent from an authorized server.
• Sender Policy Framework and Salesforce SPF Records — SPF (Sender Policy Framework) is a DNS-based email authentication standard that identifies which mail servers are permitted to send email on behalf of a domain.
• SPF and DKIM Alignment Fails