Hi Ron,
If the issue is that the user/bot doesn't get a notification if they are mentioned when they are away/offline, then it may be better to file a support ticket (getsupport.atlassian.com) and send over the diagnostics logs (assuming this is for HipChat Server/Data Center) so we can review.
If this is for HipChat Cloud, then please send us the email address of the user (in a support ticket) and we can take a look at our mail relay for any clues.
I hope this helps!
Cheers,
-David
HipChat Server/Data Center Support Engineer | Atlassian
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