Troubleshoot a message a candidate did not receive

Find the original message and check its status before resending.

1. Inspect the original message

1. Open the correct candidate profile and its Emails tab.

2. Find the conversation using the subject, recipient and approximate time. Check any provider/view filters and your access to the relevant mailbox.

3. Open the message and confirm the To/Cc recipients, sender/provider, subject and displayed state.

4. If it came from an Outreach sequence or automation, inspect that workflow's recipient/activity record too.

Queued means processing is continuing. If the message is missing, check the profile, filters, mailbox access and available history.

2. Check the sender path

For a connected mailbox, check the selected provider account and its connection state in Settings → Integrations & Tools → Integrations. Where available, inspect that account's sent items and delivery-failure notices.

For CVViZ system email, identify the message/job/candidate reference and ask support to inspect delivery evidence when needed. A bounce may not arrive in your own mailbox.

Outreach uses its own sender and recipient states, separately from connected Gmail or Outlook mailboxes.

3. Confirm the recipient's address and search

Confirm the exact recipient address. Ask the candidate to search by sender or subject and check spam and organizational quarantine.

Follow provider errors for invalid addresses, full mailboxes, policy rejections or authentication failures. A Sent label does not confirm inbox delivery.

4. Resolve before resending

Correct the verified address or restore the intended sender connection if required. Check that the original message did not already succeed before sending another copy.

When a resend is appropriate, open the candidate's email composer, review sender, recipient, subject, body, variables and attachments, then send once. Record which copy the candidate should use if the message contains a time-sensitive interview or consent link.

For a pattern across recipients or domains, use Troubleshoot sending failures and spam placement. For a missing sequence step, inspect sequence status, reply stopping, suppression and schedule rather than bypassing those checks with manual repeated sends.

Share useful evidence

Contact CVViZ support with the candidate/job reference, exact recipient, subject, time/timezone, selected sender, displayed state and any provider error. Include whether the message appears in CVViZ and the connected mailbox. Redact unrelated content and never share connection credentials.