Hey, Lindsey!
I believe it’s due to how chat notifications are shown in the platform and delivered through e-mail in comparison to PMs. From what my users have told me, PMs get lost between all other platform notifications, such as mentions, answers etc., while the chat notification is separated from all others. Maybe PMs and chat messages could both be shown in the chat balloon?
I don’t know what difference is there in the e-mail that’s sent to users, though. Do you?
Bottom line, the automated onboarding PMs aren’t getting read, and I don’t have a way to solve that, so far.
I’ve only sent different messages through each channel.
Thanks for the answer 