If users aren’t receiving Act On It notifications, it’s usually due to licensing, permissions, app configuration, or a message delivery failure.

The steps below walk through how to verify each area and confirm whether notifications are being successfully sent.

---

Step 1: Confirm the User Has an Act On It License

(Paid plans only)

On paid plans, users must have an Act On It Salesforce license in order to receive notifications.

To check:

1. Go to Setup
2. Navigate to Installed Packages
3. Find Act On It
4. Click Manage Licenses
5. Add the user from the available user list
   

If the user does not appear in this list, they won’t receive notifications.

---

Step 2: Validate User Permissions

Act On It permissions are controlled by a picklist field on the User record, called Act On It User Type.

To validate permissions, check the Act On It User Type picklist has been updated on the affected user's user record. This single step automatically assigns (or removes) the correct permission sets in the background. 

For full details on this step, see: Assigning User Permissions

---

Step 3: Check Message Inbox Configuration

If users are licensed and permissions are set correctly but notifications are still missing—or only appearing intermittently—the issue is might be related to the inbox configuration.

Act On It notifications are delivered through the Message Inbox, which must be active when the page loads.

To verify:

1. Go to Setup
2. Open App Manager
3. Find your app and click Edit
4. Navigate to Utility Items
5. Select the Act On It Message Inbox
6. Ensure Start Automatically is checked
7. Save your changes
   

⚠️ If Start Automatically is unchecked, Salesforce will only load the inbox after a user manually clicks it— causing notifications to be missed.

---

Step 4: Review Sent Message Status

If all three steps above are configured correctly and notifications are still not arriving, the next step is to confirm whether the message was actually sent.

To check:

• Go to Act On It
• Open the Sent Messages tab
• Select All – Today’s
• Sort by the Message column in descending order to view the most recent messages first

Review the Status of the message in question. This confirms whether the notification was successfully sent and its current delivery state.

Bounced messages are not delivered. Click through to the Sent Message record to review the specific bounce reason.

Common bounce reasons include:

• Limit Exceeded
  The user has received too many notifications within a short period. Messages are temporarily suppressed to prevent spam. These limits can be adjusted by a system administrator.
• User Unavailable
  The user’s Message Inbox is currently inactive. See Manage Message Status for details.
• Insufficient Access
  The user does not have access to the record related to the message.
• Trial Message
  The message type is in trial mode. Activity is logged for testing purposes, but messages are not delivered to end users.
• User Opted Out
  The user has chosen to opt out of notifications for this message type.
  

---

Step 5: Check the Error Log for Send Failures

If the message does not appear in the Sent Messages list, this may indicate a send failure.

To investigate further:

• Go to Act On It
• Open the Error Log tab
  

The Error Log may provide details about what failed during message processing and can offer clues to the root cause.

If you’re unsure how to interpret an error, capture the details and share them with support so we can help diagnose the issue.

---

If the Issue Continues

These steps cover the most common causes of missing Act On It notifications and will usually identify where the breakdown is happening.

If notifications are still not behaving as expected, reach out to support with any relevant message or error details.