If a DemandCenter user is reporting that they are not receiving alerts, then follow the steps below to troubleshoot common issues.
Ask the user to check their spam folder(s)
The DemandCenter user's email client (Microsoft Outlook, Lotus Notes, etc.) or security systems may have misidentified the real-time alerts as spam. Please have the user check their spam folders and outside email security filters (Postini, etc.) for the alert emails. Microsoft Outlook and other email clients often have standard "Unread Email" searches that can be used to see all unread items including any received alerts.
To resolve, have the intended recipient try the following:
- Add rules to the email client to prevent alerts from being sent to "spam" or "junk" folders.
- Mark the email address: email@example.com as an approved sender in the email client.
- Ask your email administrator to whitelist emails sent from firstname.lastname@example.org on your organization's email server and security systems.
Check the Notification Email Address for the DemandCenter user
- Go to Settings > User Management.
- Click the Edit icon to the right of the user you wish to check the notification email address for.
- Confirm that the Notification Email address is the correct address to which you would like alerts directed.
- If YES -- good.
- If NO -- update the Notification Email address and click Save to retain your changes.
Check the Alert Rule to confirm that the User is listed as a recipient
- Go to Alerts > Known Prospect Alerts or Anonymous Prospect Alerts.
- Click the Edit icon to the right of the Alert that you expect your user to receive.
- Confirm that the user is listed under Users to Alert
- If YES -- good.
- If NO -- the user is not configured as a recipient of the Alert. Under Users to Alert, click +Add Users to add the user to the list of alert recipients.
Check the User's visibility permissions
Users can only receive alerts for prospects that they have permission to view in DemandCenter. If a visiting prospect qualifies to trigger a Real-time Alert, but the user does not have permission to view the prospect, then the alert will not be sent to that particular user. Summary Alerts will be sent (if configured) but will only include prospects that the user is allowed to see.
By default, a user only has permission to see prospects that they directly own. To expand a user's visibility permissions beyond direct ownership, your account administrator must assign the user to Roles or Groups.