Email not sending or landing in spam

If outbound emails from CVViZ — candidate-facing or teammate-facing — aren't arriving, or are landing in junk/spam, this article walks through what's actually configurable inside CVViZ and what depends on your email provider's setup.

How CVViZ sends email

CVViZ has a few separate paths for outbound mail, and they fail differently:

• Connected mailbox (Gmail / Outlook 365) — when you connect your work email under Settings → Integrations, candidate emails are sent through your mailbox. Deliverability depends on your company's email setup, not CVViZ's.
• Dedicated Email Address — a shared mailbox connected at Settings → Integrations → Email → Dedicated Email Address (e.g. hiring@yourcompany.com). Same model: messages go through that mailbox.
• System notifications — automated emails (invitations, password resets, comment notifications, scheduled events) are sent by CVViZ's transactional infrastructure with the Reply To address you configure.

Knowing which path is involved tells you where to look first.

Reply-To address

1. Open Settings → Email Preferences.
2. In the Reply To Email field, set the address replies should go to (e.g. your hiring inbox).
3. Set a friendly label in Reply To Label (e.g. Hiring at Acme).
4. Click Update Reply To Settings. You'll see "Settings updated successfully".

An invalid Reply-To is one of the more common causes of bouncebacks — the receiving server can flag the message as spam if the from/reply-to don't line up.

Email signature

On the same page, set / update your Email Signature. Long, image-heavy signatures with broken images can themselves push messages to spam — keep it simple.

Check your mailbox connection

1. Open Settings → Integrations → Email.
2. Confirm Gmail, Outlook, or Dedicated Email Address shows as Connected. If it says Not connected, click the connect button and re-authorize.
3. If it says connected but messages still don't go out, disconnect and reconnect — refresh tokens occasionally expire after long inactivity or password changes on the mailbox side.

Step 2 — Check the candidate / recipient side

• Ask the recipient to check Spam / Junk / Promotions. Gmail Promotions tab is the most common "missing" location.
• Have them search for the sender address — the message may have skipped the inbox view but still arrived.
• If a recipient previously marked a CVViZ email as spam, future messages from the same sender go to spam by default. They need to mark one as "Not spam" to undo it.

Step 3 — Sender reputation (the real reason most "spam" issues happen)

CVViZ does not host or manage the sender domain — that's your company's email provider (Google Workspace, Microsoft 365, custom). For mail to land in the inbox reliably, your provider's configuration should include:

• SPF record listing the senders authorized for your domain.
• DKIM signing enabled in your provider.
• DMARC policy aligned with SPF/DKIM (start with p=none for monitoring before enforcing).

These records live in your DNS, not in CVViZ. Use a tool like mxtoolbox.com to check them. If they're missing or misaligned, mail providers (Gmail, Outlook, Yahoo) drop or quarantine messages — there's nothing CVViZ can do to override that. Coordinate with your IT team to get them in order.

This is also why connecting your own mailbox tends to be more reliable than a dedicated address: the domain's reputation has been built up by years of normal company email.

Step 4 — Multiple sender domains (MDA add-on)

If you send candidate email from more than one domain, the Multiple Domains add-on (MDA top-up) is required. Check Settings → Billing → Add-ons to see if it's active. Without it, emails from non-primary domains may not be authorized to send through CVViZ.

Step 5 — Specific symptoms and what to do

Step 6 — Test before you send at scale

• Send a test message to your own personal email on a different provider (e.g. Gmail when your CVViZ is on Outlook) before a campaign.
• Check the message header in the recipient's inbox — Gmail's "Show original" lets you see SPF / DKIM / DMARC pass/fail.
• If a header check shows DKIM = none or SPF = fail, fix that on your domain side first.

Need help?

Open the help widget at the bottom-right of any CVViZ page. For what to include in a bug report or message, see Getting help and reporting issues.

When you reach out about this, please include:

• The candidate / recipient email address.
• The job and / or candidate ID.
• The approximate time the email was sent.
• Whether other recipients have the same issue (single recipient or pattern).