Troubleshoot sending failures and spam placement

Check the affected message and selected sender to identify submission, provider or recipient-delivery problems.

Before you start

Collect the subject, sender, recipient, approximate time/timezone and displayed error/status. Check whether the original message exists before clicking Send again. For a single candidate, see Troubleshoot a message a candidate did not receive.

1. Identify how the message is sent

Candidate email can use an available connected mailbox or CVViZ system sending, depending on the selected composer/provider and workflow. Gmail availability varies by workspace. Automated Outreach has its own sending readiness and recipient controls.

Confirm the selected sender/provider. Calendar access and email access are separate; a failed mailbox does not automatically fall back to system email.

2. Resolve submission errors

1. Confirm your role permits candidate email and you can access the intended record/mailbox.

2. Review recipients, subject, content, merge fields and attachments. Resolve validation errors before sending.

3. Check the intended mailbox connection under Settings → Integrations & Tools → Integrations. If it requires reconnection, restore the same intended account and verify the connected identity.

4. For an automation or sequence, inspect whether it is enabled, paused, scheduled, stopped by reply, or excluding a suppressed recipient.

5. After correcting the cause, confirm the previous operation's state before retrying.

Check for later provider errors after submission and keep the message for support.

3. Review reply routing and content

Use Settings → Communication → Email Preferences to manage your reply-to address and email signature. These settings affect replies and composition, rather than sender authentication or inbox placement.

Preview resolved merge fields, sender identity, subject, links and attachments. Send any diagnostic test to an approved address.

4. Investigate recipient or domain filtering

Ask the recipient to search by subject/sender and inspect junk/spam or organizational quarantine. For connected-mailbox messages, inspect the sender provider's failure notices and logs where available. For CVViZ system mail, ask support to investigate the message reference.

If your organization manages the sending domain, ask its email administrator to review authentication and sender requirements using the provider's current guidance: Google's sender guidelines and Microsoft's email-authentication guidance.

Identify the sending service before changing DNS or authentication. Delivery also depends on recipient policy, content and sending reputation.

Multi-Domain Access is a different feature

The Multi-Domain Access add-on governs team access across additional email domains. It is not a general sender-domain authentication or deliverability add-on. See Understand your plan and limits.

Contact support

Contact CVViZ support with sender/provider, recipient/domain, subject, time/timezone, message/candidate/job reference and exact error. Explain whether one person, one recipient domain or many messages are affected. Share only necessary message details, not credentials or full private mailbox exports.