Troubleshooting email issues


Missing emails from Workable

If you cannot find Workable's notifications in your inbox, this could be due to a few reasons.

To rule out internal factors, first, check your spam and junk folders to see if the email was blocked. When you locate the email, you can mark it as 'not spam' so that the message is delivered to your regular inbox next time. If there is no such option in your email client, contact your IT team and they will help you with releasing the email from a spam filter.

If the email isn't in your spam folder, your organization may be blocking it entirely. In that case, you will also need to get in touch with your IT colleagues and ask them to whitelist the email domains Workable is using.

Candidates are not receiving your emails

  • Basic troubleshooting

This might seem obvious, but to rule out typos and minor mistakes, make sure the email address on the candidate profile is valid. If you need to update it, edit their profile.

Ask the candidate to check their spam and junk folders, as well as any inbox filters (such as the Gmail "Updates" folder), just in case emails are being sent there.

  • Advanced troubleshooting without enabled email integration 

Workable uses a trusted email service provider with inbox rate close to 100% to ensure the highest possible delivery rates.

However, there are a number of factors affecting the delivery rate of every single email and many of them are outside of the email service provider’s control. The primary reason is that over time, spam filtering has become more rigorous. We have noticed that some webmail providers, especially Hotmail and Outlook, tend to have very sensitive spam filters. If you have prospective candidates using these email services, we'd suggest asking them to be sure they whitelist domain.

Other things like the content of the emails or shared cloud resources effect also play a big role. To improve inbox rates, check email content you typically send (especially the bulk emails) by using a 3rd-party application to determine what might be flagged in your messages.

  • Advanced troubleshooting with enabled email integration 

If you have set up email integration (Gmail or Outlook), emails are coming directly from your email provider, and are not sent through Workable (although emails sync with your Workable account).

Work with your IT department (or the person who manages your Gmail/Outlook account). An IT person should check your "sender reputation" which is a crucial component of your email deliverability. The higher the score, the more likely your emails will be delivered to the inboxes of recipients on their network. Typically this involves checking SPF, DKIM and DMARC validation.

If your prospective candidates are using Hotmail or Outlook email providers, it is highly suggested to ask them to safelist your company email domain to ensure your messages get through their spam filters.

Note: To check if email integration has been enabled on your account, visit the Recruiting Preferences menu of the setting and check if Gmail or Office 365 toggles have been switched on. You need to be an admin to access this menu.