Troubleshooting Article - Notification Issues

Overview

This article explains how to correctly troubleshoot issues related to Email notifications. Some of the common symptoms related to this topic are:

• You are receiving a huge amount of opened email notifications (80+) for the same email.
  
  
• You stopped receiving notifications from Playbooks.
  
  
• You are sending emails and receiving responses but not getting notifications that users are opening or responding to your emails.

 

Workflow

Instructions

 

Add your IP Address to the "Do Not Track" settings using the Playbooks Manager App setup wizard

By entering your office IP into the Do Not Track section of the Playbooks Manager App Setup Wizard, you will prevent false alerts from occurring when your users open their own emails.

To get more information about this setting, check the Setting Up Email Access for Exchange or SMTP KB Article.

 

Add your computer to the "Do Not Track" settings

Playbooks provides you the ability to opt-out of receiving notifications for certain types of email interactions. For example, you may want to block notifications about internal emails that contain confidential information. To do this, add your computers and other devices to the Do Not Track list within your Playbooks settings. 

To get more information about this option, complete the steps described in the Disabling Email Notifications KB Article.

 

Flag Invalid Notifications

When an email notification does not look correct, Playbooks offer the option to flag it to improve your email notification experience. Over time, Playbooks will learn your preferences and provide you with optimal alerts.

To Flag an invalid notification, complete the steps shown in the Flagging Invalid Email Notifications KB Article.

Note: Please remember that the issue of the notifications is not usually resolved immediately after flagging the invalid notifications, as our Development department needs to investigate the issue using the flagged notifications.

Remove Record From Playbooks

If adding the required IPs/computers/devices to the Do Not Track List and flagging the invalid notifications did not solve the issue, remove the contact from Playbooks completely as described in Manually Removing Records from Play or Playbooks.

 

Check if Recipient Is Added to Do Not Track List

If you are sending emails to your own test account to see if notifications will be triggered, make sure that the computer from which you (recipient) are opening or responding to sent emails is not added to the Do Not Track list as described in the article Disabling Email Notifications.

Also, a manager can check if the recipient's IP or email Domain is added to the Do Not Track list from the Manager App > Settings > Do Not Track; this is useful when you are sending test emails to a recipient within your company.

Make Sure That Email Tracking Notifications Are Enabled

From the Playbooks extension, navigate to Settings > Email and make sure that the Email Tracking Notifications setting is enabled; if it is disabled, notifications will not be sent to your email.

Reconnect Your Email With Playbooks

If you haven't received any email notification from Playbooks for some time, there might be an issue with the connection between your email account and Playbooks.

Please disconnect and connect your email to Playbooks as described in the article Updating Agent Email Connection to resolve this issue. 

Reconnect Playbooks to Your CRM

Disconnect Playbooks from your CRM and connect it to the CRM again.