1️⃣ How Albert notifications work
Albert sends notifications to your employees to:
let them know a new course is available;
remind them about upcoming or overdue courses;
alert them after a Sonar analysis or a data breach (Breaches).
These notifications are sent on the communication channel set in the platform: by email, or by chat (Slack, Teams or Google Chat).
👍 Good to know: if you've set a chat tool as the main channel but an employee doesn't have an account on it (or Albert is blocked there), they will automatically receive the notification by email. Notifications are therefore never lost: when chat isn't available, they fall back to email.
To set up or change the channel, see Set Up and Modify the Notification Channel.
2️⃣ First checks (all platforms)
Before platform-specific troubleshooting, check the following from the Riot platform:
Is the channel connected? Go to Settings > Notifications and make sure your chat tool is connected and set as the main channel.
Is the employee synced? Only employees synced from your directory (Microsoft, Google Workspace, Slack) can receive chat notifications.
Does the employee have an account on the tool? If not, they'll receive their notifications by email (see the callout above).
👉 Identify the employees who ran into an issue with Albert
You can single out the affected employees with a smart group:
Go to Team > Groups > Create a group.
Criterion:
had issues with Albertbecausethey blocked Albert.Name the group (for example Employees who blocked Albert) and create it.
Open the group, click
…> Export to CSV to get the list and reach out to these employees directly.
3️⃣ Microsoft Teams
👉 The Albert app is blocked in Teams
This block usually comes from an authorization policy in Microsoft. To lift it:
Check that Albert is allowed: in the Teams Admin Center > Teams apps > Manage apps, search for Albert and make sure its status is Allowed.
Check the Permission policies: if a policy such as "Allow specific apps and block all others" is active, add Albert to the list of allowed apps (Teams apps > Permission policies > select the policy applied to your users).
Teams Admin Center > Manage apps — Albert set to "Allowed"
Teams apps > Permission policies — add Albert to the allowed apps
Permission policies — policy applied to your users
👉 The install is configured but Albert doesn't appear (or takes time)
After configuration, Albert can take a few hours to install for the targeted employees: Microsoft rolls out automatic installs in batches. What to do?
In the Teams Admin Center, check the Availability and Installs configuration for Albert (targeted group or everyone).
An employee is only shown as "on Teams" in Riot once the conversation with Albert has actually appeared on their side.
If the wait is too long, each employee can search for Albert in Teams and install it themselves: triggered by the user, the install is immediate on Microsoft's side.
👉 The employee disabled, blocked or deleted Albert
You can identify these employees in Riot (see section 2), but you can't re-enable Albert on their behalf. Ask them to:
unblock Albert in the app settings; or
recover the deleted conversation by searching for "Albert" in the search bar, then sending it a message.
👍 Good to know: if Albert doesn't work on Teams (block or permissions issue), Riot automatically falls back to the Web channel. The employee then receives their trainings by email, with a link opening a conversation with Albert in their browser.
4️⃣ Google Chat
💡 Note: on a Google Workspace with more than 1,000 seats, actions performed in the Admin Console can take several hours, or even several days, to propagate.
👉 The "Confirm install" step fails
The "Albert not installed" error when clicking Confirm install usually happens when two different accounts were used to install Albert and to confirm the installation. Since Albert isn't installed on the Riot admin account, the confirmation fails.
Install Albert on the account used as the Riot admin, or wait for Albert to appear on Google Chat for that account, then run the confirmation again.
👉 Only a few employees are on Google Chat
Albert must be installed for all the employees expected to use Google Chat.
An employee is only marked "on Google Chat" once the conversation with Albert appears in their interface.
Careful: adding Albert to the allowlist doesn't install it — it only allows employees to install it. For an effective install, add Albert to the installed apps of the target organizational unit (Admin install).
👉 Everything is configured but Albert doesn't appear on Google Chat
Several possible causes:
Propagation: on a Workspace with more than 1,000 seats, wait a few hours to a day.
Group type: use security groups, not mailing lists — Google can't install apps via a mailing list.
Nested groups: avoid them. Google takes much longer to install apps with nested groups.
Allowlist actually enforced: in Google Workspace, the allowlist (trusted apps) only has an effect if a policy enforces it. In Admin Console > Security > Access and data control > API controls > Settings, check the "Unconfigured third-party apps" setting:
"Allow all third-party apps": no allowlist configuration needed.
"Block all third-party apps unless allowlisted": you must add Albert to the allowlist.
Organizational unit inheritance: make sure a targeted unit doesn't inherit a parent setting where Albert isn't allowed (
inherited/overriddenvalues under App distribution).
5️⃣ Slack
👉 An employee doesn't receive any of Albert's messages on Slack
If an employee appears connected on Slack but receives nothing, it may be due to a change in the identifier of their conversation with Albert. In that case, contact Riot support and provide, if possible:
the email of the affected employee;
the link to their conversation with Albert on Slack.
To get this conversation link:
On the Slack app: open the conversation with Albert > click the three dots in the top right > Copy > Copy link.
On the web version: open the conversation with Albert and copy the URL shown in the browser.
👉 Can't reinstall Albert on Slack after removing it
If an error appears when reinstalling Albert on Slack after removing the integration, contact Riot support and mention that you can't reinstall Albert on Slack after removing it.
6️⃣ Modifier le canal en dernier recours
If an employee remains unreachable on chat, you can force another channel:
For everyone: Settings > Notifications > on the desired channel, click
…> Set as main channel.For specific employees: Team > select the employee(s) > Change channel.
To go further on notification settings, see Set Up and Modify the Notification Channel and, for the Inbox module, Inbox reminders and notifications.
Key takeaways
Notifications go through the channel that's set (email or chat) and automatically fall back to email when chat is unavailable.
Teams: check that Albert is Allowed and present in the Permission policies; give the install time to propagate; ask employees to unblock Albert or recover the conversation.
Google Chat: install Albert for everyone (allowlist ≠ install), use security groups without nesting, check that the allowlist is actually enforced and the organizational unit inheritance.
Slack: if messages aren't received or reinstall fails, contact Riot support with the employee's email and the link to their conversation with Albert.