If emails, calls, or texts aren't showing up on a candidate or contact's profile, the fix depends on which type of communication is missing. This guide walks through each scenario.
Emails aren't appearing on profiles
Gmail / G Suite
Recruiterflow syncs emails by checking whether any participant matches a profile in your account. If Recruiterflow has lost permission to your Google or Outlook account, emails stop syncing.
Fix:
Go to Settings → Permissions and check that email sync is enabled.
If you see an error about insufficient permissions, ask your IT admin to grant admin consent as described in Microsoft's consent workflow guide.
Email sent but still not showing
Recruiterflow only logs emails where at least one participant (sender or recipient) matches a profile in your account. If the email address on the candidate or contact profile doesn't exactly match what you sent to or from, the email won't log.
Check: Open the candidate's profile and confirm their email address exactly matches what's in the email thread.
Calls aren't appearing on profiles
Twilio calls
Calls made via Twilio log automatically after the call ends. If a call isn't showing up, the most common causes are:
Twilio integration is disconnected. Go to Settings → Integrations and check that your Account SID, Auth Token, and phone number are still connected. Re-enter credentials if needed.
Call was made outside Recruiterflow. Only calls initiated from within Recruiterflow are logged automatically. Calls made directly from your phone or Twilio dashboard won't appear.
Microphone permission was blocked. If your browser blocked microphone access, the call may not have connected through RF at all. Check your browser's site permissions and try again.
Aircall calls
Aircall calls log via the Aircall integration. If calls aren't appearing:
Confirm the Aircall integration is active in Settings → Integrations.
Check that call recording is enabled in your Aircall account — Recruiterflow pulls from Aircall's call log, which requires recording to be on.
Allow up to 5 minutes after the call ends for the log to sync.
Zoom Phone calls
For Zoom Phone, calls are logged via the AIRA Notetaker integration. If calls aren't showing up, check that your Zoom Phone call recording permissions are configured correctly. See Sharing Zoom Phone Call Recordings With Your Team for the exact permissions needed.
Texts (SMS) aren't appearing on profiles
SMS messages sent via Twilio log automatically when sent from a candidate or contact's profile in Recruiterflow. If texts aren't showing up:
Twilio integration is disconnected. Same fix as calls above — check Settings → Integrations and re-enter your Twilio credentials if needed.
Phone number format issue. The candidate's phone number must include the country code (e.g. +1 for US) with no spaces. Incorrect formatting can prevent Twilio from matching the message to the right profile.
Sending to international numbers. Twilio restricts cross-region SMS in some configurations. If you're sending to international numbers from a domestic Twilio number, check that your Twilio account has international messaging enabled.
Still not logging after trying the above?
Contact help@recruiterflow.com with:
The candidate or contact's name and profile URL
The type of communication that's missing (email, call, or SMS)
The date and approximate time it was sent
A screenshot of your Settings → Permissions or Settings → Integrations page