Candidate Agent troubleshooting and FAQs
Frequently asked questions
General
How does a candidate reset their conversation?
A candidate can type 'start over' at any point in the chat. This resets the conversation to the initial greeting and job search. Note that the agent will not ask for privacy consent again if the candidate already accepted it in a previous session.
What happens if a candidate applies for a second role?
The agent recognizes returning candidates by their phone number. Instead of asking all profile questions again, the agent presents their previously submitted information and asks them to verify or edit it.
Can a candidate apply without an email address?
Yes. The Candidate Agent is designed for high-volume roles where candidates may not use email. If a candidate doesn't provide an email, the system generates a unique alias (For example, uid#12345@domain.com) to ensure a profile is created in your pipeline.
Why won’t the agent answer a candidate's question about benefits?
The agent will only provide answers from your Organizational Knowledge Base after a candidate has accepted the privacy consent. Ensure the candidate has replied 'Yes' to the consent prompt before asking policy questions, and you have added documents containing benefits information in the organizational knowledge base.
What if the agent can't answer a specific question?
If the agent can't find an answer in your uploaded documents, it will provide the 'Fallback Email' you configured in the Admin Console.
Language and localization
How does the agent handle different languages?
The agent automatically detects the language of the candidate’s incoming message. If the language is supported in your configuration, the agent will ask for confirmation to switch. Once confirmed, all subsequent questions and job details will appear in that language.
What happens if a candidate uses a language we don't support?
If the agent detects an unsupported language, it'll inform the candidate in that language that it isn't currently supported and provide a list of your configured languages to choose from.
Troubleshoot common issues
| Issue | Potential Cause | Resolution |
| Candidate receives no response. | The Candidate Agent feature is disabled or not configured. | Ensure the Candidate Agent is enabled and configured. |
| Agent provides 'robotic' or hardcoded answers. | The conversation is in the initial greeting phase. | The agent uses deterministic responses for greetings and consent. Once the candidate begins the job search, the interaction becomes conversational. |
| The application link doesn't pre-fill data. | The link has expired. | Check the Application form link expiry duration in your configuration. If the candidate clicks the link after this period, they must enter their data manually. |
| Agent is giving incorrect policy information. | The Organizational Knowledge Base contains outdated files. | Review and update the documents in your Knowledge Base. The agent relies entirely on these files for context-aware answers. |