Email delivery timestamp

Recruit registers the time of communication for emails sent to candidates. When reviewing an email:

• You'll notice the time of communication is displayed next to the email.

• By hovering over the time, you can see the exact timestamp (e.g., "Jun 13, 2024, 10:39 AM").

Email delivery issues

Email delivery issues can occur for candidates, sources, and users. These issues may manifest in either direction, from Recruit to users/candidates/sources, or from users/candidates/sources to Recruit.

From Recruit to users/candidates/sources/office calendar

There’s a rejection error

In certain situations, an email might not reach its intended recipient and Recruit will notify the sender and display an alert in the email:

If this is the case, you need to contact Recruit support at recruit.support@sparkhire.com. This will enable us to investigate our mail server and identify the specific error that led to the rejection.

Even if the recipient's company mail server had an issue that has since been resolved, users/candidates/sources must still contact our support team to ensure that emails can be successfully sent to that address again.

There's no rejection error

If there is no error within Recruit, it indicates that the email was successfully delivered from Recruit's mail server to the recipient's mail server. Any issues at this stage are likely between the recipient's mail server and their inbox. In this case, we suggest:

For candidates

• Check the Spam, Social, and Promotions folders, especially if you're using email providers like Gmail, Yahoo, or Web.de.

• See our Emails landing in candidates' spam folders article.

For users and sources

Emails for users and sources pass through the company mail server. It's possible that Recruit emails are not getting through due to security measures.

• Your IT team should whitelist Recruit's IP addresses and domains. Reach out to Recruit support at recruit.support@sparkhire.com to obtain the log of the missing email so the IT team can investigate why the email wasn't delivered from the company mail server to your inbox.

• Certain types of files, including their compressed form, such as .gz or .bz2, or documents with malicious macros are blocked. Remove these attachments and try to resend the email.

To Recruit from users/candidates/sources

Sending applications to the position email address

• During peak hours, processing applications may take more time than usual. If you notice that it’s taking more than 30 minutes, please contact our support team. This will allow us to ensure whether the processing time is within normal parameters or if there's an underlying issue.

• Verify if you received an email response indicating that the application could not be created for specific reasons (e.g., missing resume, position closed, position not found).

• Confirm that the email address used for the position is the correct one.

• In instances where the candidate's name is not parsed correctly from their CV, their candidate profile is created without the candidate's details. Use Advanced search > Resume has words to look for the candidate's name as it appears in their resume.

• If auto-merge is enabled under Automation—check if the application was merged into a previous process using the Advanced search > Resume has words.

• If the candidate is still not created—contact Recruit support at recruit.support@spaqrkhire.com with the candidate's name, sender email address, position email address, date, and time it was sent.

Unreceived replies to emails sent from Recruit

• If you replied to the discussion email address and NOT to the no-reply email address (see the Discuss candidates with teammates article), contact Recruit support at recruit.support@sparkhire.com with the candidate's name, sender email address, date, and time it was sent.

Have more questions? Contact us at recruit.support@sparkhire.com