Will not responding to mentions

[broncosfan89]

We have experienced an issue where one of our developers can not get Will to respond to a request outside of @will help. We have his username set up in the ACL lists but we aren't sure why Will is not responding to this specific user. Just looking for any suggestions on what might be the issue.

[BrianGallew]

The @will mention only works if there are no extraneous characters. At work we had to change the Slack backend to disregard colons since they seem to end up automatically appended. That made it work more consistently.

If that's not the issue, it would be helpful to see the actual message sent (copy-pasted, if possible) as well as information on the backend in use, etc.