Email Delivery and Errors

ClearCompany provides the ability to send several types of emails. Examples include candidate emails detailing next steps, interview scheduling requests, performance review notifications, goal status update reminders, onboarding welcome emails, and system-automated notifications. This article will explain how to locate emails sent from ClearCompany to ensure receipt and troubleshoot errors in delivery.

This information is commonly referred to as a Safe Sender List, an IT Whitelist, or Email Spam Filtering list. The information on this page will help solve for emails not received, bounced emails, email  delivery failure, etc. 

In this article:
Locating emails from ClearCompany in your personal email inbox
Best practices for successful email delivery
How to confirm the delivery status of ClearCompany emails

Locating emails from ClearCompany in your personal email inbox

Emails sent from ClearCompany will show up in your inbox from "[Sender Name] via ClearCompany Talent Management" and the email address will appear as "[sender.name]@msg.clrco.com".

Here is an example of how the sender's email address will appear:
[e-mail]

The sender's email address will look similar to this format when sharing candidates with colleagues, sending offer letters to candidates, etc.

Automated notifications sent by ClearCompany will come from the address: [e-mail] 

  It is possible that emails sent from ClearCompany could initially be interpreted as spam emails and may be filtered into spam or junk folders. Mailboxes may also automatically route a ClearCompany email to another folder like Promotions or Updates based on auto-filtering or configured rules. Follow the steps below to learn best practices for improving direct email delivery.

Best practices for successful email delivery

1. For other ClearCompany users

   • If your organization wishes to take additional steps to ensure the delivery of ClearCompany emails, your IT team can add the following domains to their Safe Senders list.
     
     
     • *.clearcompany.com
     • *.clrco.com
     • *.hrmdirect.com
     • *email.clrco.com
     • *msg.clrco.com
     • *clearcompany.io
     • catalystsoftware.io

2. For candidates

   • Include instructions at the end of the application: "if you have not received a response within 'X' business days, please check your spam folder" and/or add whitelist instructions for msg.clrco.com. 

   • Send Text Messages to the candidate letting them know you just sent them an email with 'XYZ' actions that need to be taken. This provides a more personalized recruiting experience in the event they are also looking at other positions. 

   • Review and update language being used in emails. This can include updating the subject line to be more specific for the organization, updating the body of the email, and adding the company address and signature to emails. 

Please Note:

Emails marked as spam by users can lead to future communications being bounced by the system. Verify whether users have marked emails as spam and guide them to adjust their email settings to prevent unintended blocking.

Confirming the delivery status of ClearCompany Emails

1. For other ClearCompany users

   • When a user at your organization reports not receiving an expected email in their inbox, advise them to check additional mail folders like Promotions, Spam, etc for the email. If the email is still not found, please reach out to ClearCompany Support for assistance in confirming the delivery status of the email.
     
     

2. For candidates

   • All emails shown on the Timeline of the Candidate's profile will appear with a delivery status in the Latest Events section or on the Timeline tab.

     

     Examples of common email statuses include:

     • Sent

     • Delivered

     • Opened

     • Bounced

     
     For more information about candidate email delivery statuses, please see this article.