Email troubleshooting for Sourcing Automation

Permissions: Job Admin and above with CRM access and a Sourcing Automation seat 

Product tier: Available for all subscription tiers with the Sourcing Automation add-on

This guide provides answers to common email delivery issues.

Check for contact errors

A contact error appears next to the prospect's name any time there's an issue with their profile. Depending on the contact error, the campaign pool will pause for the individual prospect.  

Hover over the Error icon to view the message. 

Screenshot  of  the  contact  error  icon.

Note: If multiple contact errors are present, they are combined into one message. 
Contact error Action needed
Found in another campaign pool

Since campaign pools send automated emails to a prospect, it is highly recommended to only have a prospect in one campaign pool at a time to provide a quality user experience.

Remove the prospect from the additional campaign pools from their prospect profile. Click here to learn how. 

Invalid Email

The prospect's email is invalid. 

Check the email on the prospect's profile to remove any errors.

Missing Current Company

The Company name token is included in an email step(s), but the prospect's profile does not include a Current Company. 

Add the Current Company to the prospect's profile. 

Missing Current Title

The Title token is included in an email step(s), but the prospect's profile does not include a Current Title. 

Add the Current Title to the prospect's profile. 

Missing Phone number

The Phone number token is included in an email step(s), but the prospect's profile does not include a Phone number. 

Add a phone number to the prospect's profile. 

Missing Location

The Location token is included in an email step(s), but the prospect's profile does not include an Address.

Add an Address to the prospect's profile. 

Email step scheduling

You can check the email step schedule by opening the Steps tab of a campaign pool.

Set the Wait time in Step 1 to 0 days if you want the email sent the same day you add a prospect to an active campaign pool. After ten minutes of launching the pool, the email will be delivered anytime during the custom schedule configured in the campaign owner's account settings. 

Click here to learn how to adjust the step schedule. 

Email schedule settings

Emails are delivered on the days and times configured in the campaign owner's account settings

Example: If you launch a campaign pool on Tuesday but that day isn't included in the custom schedule, the emails will be delivered on the next earliest day in the schedule. 

Reaching email volume limits

To help ensure good email deliverability, Greenhouse Recruiting limits the number of messages that can be sent through each user’s email account to 200 each day.

If this limit is reached, a message will appear under the Campaign pool indicating when emails will resume. 

Click here for more information on our campaign pool default settings. 

Email provider throttles your account

Your email provider can throttle your email account if you have reached their daily volume limits.

You will know if your email provider is throttling your account when you see an error message under the Campaign pool. 

They may also throttle your email account temporarily if too many emails bounce within a short period of time. 

Check out the topics below for more in-depth information based on your email provider:

Google's limits for sending and receiving mail

Outlook's limits for sending and receiving mail

Note: Greenhouse Recruiting only sends 200 emails a day for each user with a 100-second delay between emails to help ensure your email provider does not throttle your account. 

Adding/updating prospect contact information

Greenhouse Recruiting validates every contact added to your campaign pool to ensure the data is accurate prior to sending emails to the prospect. 

There may be a slight delay in adding the prospect's contact information to the campaign pool while the information is being vetted. 

Once a prospect is verified, a green checkmark appears next to their email address in the campaign pool. If the campaign pool is launched, emails are delivered to the prospect at the cadence configured in the email step and the campaign owner's account settings

Screenshot of the verified checkmark.

Add or edit email steps

Greenhouse Recruiting automatically pauses the campaign pool any time you add or edit email steps. The campaign pool will resume once the changes are saved and the pool is launched

Add personalization to the email 

When personalization is enabled on an email step, prospects who reach this step in an active campaign pool are paused until personalization is added. 

Screenshot of the awaiting personalization message.

Click here to learn how to add personalization to your prospect's email.