If emails, calls, or texts aren't appearing on a candidate or contact's profile, the fix depends on which type of communication is missing. Here's how to diagnose each scenario.
Emails aren't logging
Gmail or Outlook sync has stopped
Recruiterflow syncs emails by matching participants against profiles in your account. If it's lost access to your inbox, emails stop syncing.
Fix: Go to Settings → Permissions and check that email sync is enabled. If you see a permission error, reconnect your Google or Outlook account.
Email sent but not showing on the profile
Recruiterflow only logs emails where the sender or recipient exactly matches an email address stored on a profile. If there's a mismatch — even a typo or alias — the email won't log.
Fix: Open the candidate's profile and confirm the email address is an exact match to what was used in the email thread.
Calls aren't logging
Twilio calls
Calls made via Twilio log automatically after the call ends. If they're not showing up:
Integration disconnected: Go to Settings → Integrations and check that your Twilio credentials are still active. Re-enter them if needed.
Call made outside Recruiterflow: Only calls initiated from within Recruiterflow are logged. Calls made from your phone app or Twilio dashboard won't appear.
Microphone permission blocked: If your browser blocked microphone access, the call may not have connected at all. Check your browser's site permissions and try again.
Aircall calls
Confirm the Aircall integration is active in Settings → Integrations.
Check that call logging is enabled in your Aircall settings in Recruiterflow.
Allow up to 10-15 minutes after the call ends for the log to sync.
Zoom Phone calls
Zoom Phone calls are logged via AIRA Notetaker. If they're not showing up, check that Zoom call recording permissions are correctly configured. See Sharing Zoom Phone Call Recordings With Your Team for the specific permissions required.
Texts (SMS) aren't logging
SMS sent via Twilio from a candidate's profile should log automatically. If they're not:
Integration disconnected: Check Settings → Integrations and re-enter Twilio credentials if needed.
Phone number format: The number must include the country code (e.g., +1 for US) with no spaces. Incorrect formatting prevents Twilio from matching the message to a profile.
International messaging not enabled: If you're sending to international numbers from a domestic Twilio number, check that your Twilio account has international SMS enabled.
Still not logging?
Email help@recruiterflow.com with the candidate or contact's profile URL, the type of communication missing, the date and approximate time it was sent, and a screenshot of your Settings → Integrations page.