A candidate sent an email. How long until I see it in the system?
The system pulls new mail about every 30 minutes (at irregular times). After that, AI parsing takes a few more minutes. Resumes therefore usually appear within 30–60 minutes. When a mailbox with a large backlog is first connected, older mail is synced over several rounds and takes longer. See Connect a recruiting mailbox.
Why does my recruiting mailbox show it can't connect?
It depends on which mailbox you use:
- Gmail: you entered your Gmail login password instead of an app password; you changed your Google password, so the old app password stopped working; the app password was deleted; IMAP is not enabled. Follow How to prepare a Gmail recruiting mailbox to create a new app password.
- Business mailbox (Alibaba Mail, Tencent Exmail, NetEase Enterprise Mail and others): IMAP is not enabled in the web mailbox settings; 2-step verification / secure login is on but you entered the login password instead of a client-specific password; the mailbox password was changed or the client-specific password was deleted. See Receive resumes with Alibaba Mail, Tencent Exmail and other mailboxes.
Click "Edit" next to the mailbox, enter the password again or fix the settings, and click "Test connection" first: it tells you which step fails (cannot reach the server, login failed, or folder not found). When it passes, save. It retries in the next pull round (within about half an hour).
When it can't connect, the system retries automatically after a while: starting at 10 minutes, waiting longer after each failure, up to 4 hours. This avoids the mail provider (for example Gmail) blocking the logins.
What if our resume credits run out?
When credits run out, the system stops collecting new resumes. The emails stay in your mailbox and are not lost. You can see how many credits are left in "Settings" → "Plan & usage" (visible to admins and people with "Recruitment admin" permission). Contact us to top up or upgrade your plan. Once that is done, resume collection restarts automatically. See Plans, resume credits and top-ups.
Which file formats are supported?
PDF, Word (.docx) and images (JPG, PNG; phone photos are fine), up to 20MB per file. Old .doc files are stored but not parsed. Save them as .docx or PDF and upload again. Resumes written in the email body without an attachment are also recognised.
Can we import old resumes we received before?
Yes, in two ways:
- Old resumes in your mailbox: when connecting the mailbox, leave "Only new mail from now on" unchecked. The system will process all existing mail in the inbox (or in the label / folder you chose).
- Old resumes as files on your computer: in the "Talent Pool", click "Upload resumes". You can select several at once.
Note that old resumes also use resume credits.
Is the AI score accurate?
AI scores only on facts written in the profile. Every requirement needs original text from the profile as evidence. Anything not written counts as "Not mentioned". AI does not guess from the job title. But an unclear resume or vague job requirements will affect the result. The AI score is a reference to help you narrow down the list. A person should make the final call, and you can enter a manual score at any time. See AI parsing and candidate–job matching.
Can other companies see our data?
No. Each company has its own separate database. Attachments are stored privately and can only be downloaded by people who are logged in and have permission. See Data security.
How do I create accounts for colleagues?
An admin goes to "Settings" → "Members" and clicks "Add member". The number of members is limited by your plan. See Members, roles and permissions.
What if I forget my password?
Ask your company admin to "Reset password" for you in "Settings" → "Members". There is no self-service password recovery yet. If the only admin forgets their password, contact us.
How do I change the interface language?
Click the globe icon in the top right of the page and choose 简体中文, English or Bahasa Indonesia. It takes effect immediately, and the browser on this computer remembers your choice. If you have never chosen one, the system uses your computer's or phone's system language: Chinese systems show Chinese, Indonesian systems show Indonesian, and everything else shows English.
Why did a resume go to "Unclaimed"?
Mail sent to the shared company mailbox without a recruiter code (or with two different codes) can't be assigned to anyone, so it goes to "Unclaimed". Someone with "Recruitment admin" permission can assign an owner in the talent pool.