Managing failed emails

Available for Roles Super Admin, Admin, Team Member, Limited Team Member
Permissions • Manage profiles and view associated postings
Packages Lever Basic, LeverTRM, LeverTRM for Enterprise

Whether it is a scheduling request, a Nurture campaign touchpoint, or your first outreach, you want confidence that your message has reached the candidate. Lever gathers your undelivered emails in one 'Email errors' outbox so you can quickly see which emails have errors, understand the reasoning, and re-attempt delivery.

Finding undelivered emails

If one or more emails that you have attempted to send has failed, as warning icon will appear in the platform header next to the notifications icon. As you hover over the ‘warning’ icon, a pop-up will appear listing the number of undelivered emails currently awaiting review. Click the warning icon to access the 'Email errors' outbox.

Cursor on warning icon in platform header

If the warning icon is not present, it means that you either have no failed emails associated with your account or you have deleted them all from the outbox.

Reviewing the 'Email errors' outbox

Your undelivered emails can be found in your 'Email errors' outbox. Emails will appear in the outbox if/when they encounter an error. Even in the event that an email fails to send, a copy of the email will be retained on the recipient candidate's profile.

In the outbox, the following information is displayed for failed emails:

  • Candidate name
  • Email subject line
  • Posting(s) linked to the recipient's opportunity
  • Stage or archive reason of the recipient's opportunity
  • A summary and timestamp for the error

Email error outbox with three emails listed

Clicking on the name of a candidate will open their profile. On hover, you can click the Preview email button to view a snippet of the email alongside the email address the email was originally intended for.

If the email was part of a Nurture campaign, an envelope icon will be displayed next to the email subject line and the touchpoint with which it is associated in the campaign will be listed. Resending a Nurture touchpoint will not push back subsequent touchpoints - they will still send at the originally scheduled time. To learn more, refer to our help article on Nurture campaigns.

If the undelivered email was sent using ‘Send for’ permission, a note will appear under the subject line informing you of the user the email was being sent on behalf of. Retrying the email will re-attempt delivery from the ‘Send for’ user. To learn more, refer to our help article on sending emails using 'Send for' permission.

In the errors column, you will find a description of the issue that caused the email to fail to send. A number of errors (such as ‘No valid email recipient’ or because the attachments are too big) will require making edits to the email. At this time, it is not possible to edit an email that failed to send, so you will need to recreate the email from scratch (taking into account the reason for failure of the first email).

To delete the email, hover your mouse over the email listing and click the trash can icon to the left of the Retry button. You will be asked to confirm the change. Doing so will cause the email will disappear from the outbox as well as be removed from the candidate profile.

Cursor hovering over trash can icon next to retry button; pop-up extends from icon reading delete unsent email.

If the issue was due to authentication or another type of temporary error, confirm the underlying issue is resolved and then click the Retry button. If the email fails to send again for a different reason, it will move to the top of the outbox and an updated error message will appear.

Clicking Retry All will immediately retry sending all of your undelivered emails.

Emails not displayed in the outbox

Emails that are sent and not synced do not appear in the outbox. Emails in this state are still successfully sent to the candidate. To learn more, refer to our help article on using email sync.

The outbox will not display bounced emails or emails that have been rejected by the candidate's email server regardless of email configuration. Additionally, you will see a limited set of errors for email sent with the following configurations:

  1. Lever Mail
  3. Any configuration where Lever sends emails on your behalf, without authenticating into your email account

Troubleshooting unknown errors

If you see an email with an error message in your outbox that does not clearly indicate the steps to resolve the problem, or if there is no error message, contact Lever Support. In your request, include the candidate name, as well as a screenshot of the email in our outbox as an attachment. Vague error messaging can occur in the rare case that Lever encounters an new error for the first time.

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