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Hipchat sends offline messages even though user is online.

The HipChat feature where it sends you an email notification if someone messages you while you are offline is sending users messages even when they are online.  Is there a server side setting that needs tweaked?


Per the documentation, this is how it should work:

 When you'll be notified

To avoid a notification storm, HipChat only sends notifications when it's pretty sure you haven't seen something.  For example, if you're mentioned in a room that you have open (and in focus) right now, HipChat assumes you've seen the mention, and won't bug you with a notification.

When you're offline (logged out) or away (not active in any HipChat app right now), HipChat will let you know what you've missed with an email, SMS, or push notification.

While you're using HipChat, it'll use in-app notifications (like sounds, popups, or bouncing icons) to get your attention. This might be because you're in a different room or chat, or have HipChat running in the background while you're working in another application.



1 answer

0 votes
David Maye Atlassian Team Sep 17, 2015

Hi Jim,

The offline notifications are based on statuses, so if the user is 'online' but in the 'away/idle' status, they will receive the email when they get an @mention or 1-1 message. Keep in mind that if you have another app running that is 'away' then the system will recognize that you are in an offline status and send the email. Remember, you can customize these notifications per user account at https://<subdomain>

I would check to make sure that you don't have any errant sessions open by going to the chat sessions page on your user account, typically https://<subdomain> and remove them if you do.

Hope this helps.

HipChat Server Support Engineer | Atlassian

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