Some accounts on Slack are Guests, either Multi-Channel Guests or Single-Channel Guests. By default Donut will not include these users when it makes intros, even if they're in the channel.

If you'd like Donut to include guest users in Intros, sign into our Dashboard and select the channel you'd like to edit. Click the gear icon of the channel you wish to edit.
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Under the "Access" tab you'll toggle on Include Guest Users.
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Don't forget to hit "save" to update your settings!

If you have any questions or feedback, click the purple Donut button on the bottom right of your screen to open up a chat with our support team!