Executive Summary

PyjamaHR’s email template system streamlines candidate communication for rejections, interview invites, and more. However, users sometimes encounter issues such as templates not saving, emails not sending, or templates not appearing in dropdowns. This article provides a comprehensive guide to resolving template rejections and failed sends, ensuring your hiring workflows remain smooth and professional.

Detailed Overview

What Are Template Rejections and Failed Sends?

Template Rejections: Issues where a saved template cannot be selected, appears blank, or is not available in the expected dropdown (e.g., during candidate rejection or interview scheduling).
Failed Sends: Scenarios where emails (rejection, interview, or custom) do not reach candidates, appear blank, or are not logged in the candidate’s mail history—even though the system shows them as sent.

Why It Matters:
Consistent, reliable candidate communication is critical for employer branding and process efficiency. Unsent or incorrect emails can lead to confusion, missed opportunities, and a poor candidate experience.

Integration Points:
- Email templates are used in candidate rejection, interview scheduling, and bulk communication.
- Templates can be managed in Settings > Templates and are sometimes user-specific.
- Email sending can occur via PyjamaHR’s internal system or through integrated accounts (Gmail, custom SMTP).

Step-by-Step Guide: Resolving Template Rejections and Failed Sends

1. Saving and Accessing Templates

A. Saving a New Template
1. Navigate to Settings > Templates.
2. Click “Create New Template.”
3. Enter a unique template name in the header field.
4. Press Enter after typing the name (this is required to enable the “Save New Template” button).
- Screenshot suggestion: Highlight the template name field and the “Save New Template” button.
5. Fill in the subject and body.
6. Click Save New Template.

Common Pitfall:
If the “Save New Template” button is greyed out, ensure you have entered a name and pressed Enter.

B. Accessing Templates During Workflow
- When rejecting a candidate or scheduling an interview, use the template dropdown to select your saved template.
- If your template does not appear:
- Confirm it was saved under your user account (templates can be user-specific).
- Refresh the page or perform a hard refresh (Ctrl+Shift+R).
- Check if you have the correct permissions (Admin vs. Recruiter).

2. Sending Emails Using Templates

A. Sending Rejection Emails
1. Select the candidate(s) to reject.
2. Click the Reject (thumbs down) icon.
3. In the rejection popup, choose your desired template from the dropdown.
4. Review the email body and subject.
5. Click Send.

B. Using One-Click Rejection
- Enable “One-Click Rejection” to automatically send a predefined template when rejecting candidates.
- To disable or change the template:
1. Go to the rejection popup.
2. Toggle off “Enable One-Click Rejection.”
3. Select a new template or switch to manual sending.

3. Troubleshooting Failed Sends and Template Issues

A. Template Not Appearing or Editable

Issue: Template not visible in dropdown or cannot be selected.
Solution:
Check if the template is saved under your user account.
Ensure you have refreshed the page after saving.
If you’re not the Admin, ask the Admin to share or re-create the template for your user.
If the issue persists, provide a screen recording to support for faster diagnosis.

B. Email Not Received by Candidate

Issue: Email marked as sent in PyjamaHR but not received by the candidate.
Solution:
Confirm the candidate’s email address is correct.
Check if your email integration (Gmail/SMTP) is active. If disconnected, PyjamaHR will send via its internal system.
If sending in bulk, note that some email providers may temporarily disconnect due to security or rate limits. Re-authenticate your integration if prompted.
Check the candidate’s spam/promotions folder.
Review the candidate’s mail history in PyjamaHR for delivery logs.

C. Blank or Incorrect Email Content

Issue: Email body appears blank or contains wrong information (e.g., wrong candidate name).
Solution:
Wait for the email body to fully load before sending (especially with large templates).
Use placeholders (e.g., ##{{Candidate Name}}) instead of hardcoding names.
Double-check template content before sending.
If using One-Click Rejection, ensure the correct template is mapped.

D. Integration Issues

Issue: Emails switch from your integrated account to PyjamaHR’s internal system.
Solution:
This often happens if your email provider (Gmail, SMTP) disconnects due to security tokens expiring or bulk sending limits.
Reconnect your email integration in Settings > Email Integration.
For custom SMTP, ensure credentials are up to date and your provider allows bulk sending.

E. Bulk Sending Limitations

Issue: After sending a certain number of emails, integration disconnects and emails are sent via PyjamaHR.
Solution:
Monitor your provider’s sending limits.
Re-authenticate your integration if disconnected.
For high-volume sending, consider spreading sends over time.

Advanced Usage & Best Practices

Always Use Placeholders: Use dynamic fields like ##{{Candidate Name}} to personalize emails and avoid mistakes.
Test Before Bulk Sending: Send a test email to yourself to verify formatting and content.
Monitor Integration Status: Regularly check your email integration status, especially after bulk actions.
Template Ownership: Remember, templates are user-specific unless shared by Admin. Standardize templates across your team for consistency.
Manual vs. Automated: Use manual sending for sensitive communications; automate only when templates are thoroughly tested.
Screen Recordings for Support: When reporting issues, provide a screen recording to help support diagnose faster.

Troubleshooting & Common Issues

Issue	Possible Cause	Solution
“Save New Template” button is greyed out	Template name not entered or Enter not pressed	Enter a name and press Enter
Template not in dropdown	Not saved under your user, page not refreshed	Save under correct user, refresh page
Email not received	Integration disconnected, sent to spam, bulk sending limit	Reconnect integration, check spam, resend
Email body blank	Email body not loaded, template error	Wait for load, check template content
Wrong candidate name	Hardcoded name in template	Use `##{{Candidate Name}}` placeholder
One-Click Rejection sends wrong template	Incorrect mapping or not updated	Update mapping in rejection popup
Integration disconnects after bulk send	Provider security/rate limit	Re-authenticate, spread sends over time
Emails not logged in history	System error or integration issue	Contact support with details and screen recording

Comprehensive FAQ

1. Why is my “Save New Template” button greyed out?
You must enter a template name and press Enter before the button is enabled.

2. My template isn’t showing up when I try to reject a candidate. Why?
Templates are user-specific. Ensure you’re logged in as the user who created the template, or ask the Admin to share it.

3. Candidates aren’t receiving my emails, but PyjamaHR says they were sent.
Check your email integration status. If disconnected, emails are sent via PyjamaHR’s system, which may have different deliverability. Also, check spam/promotions folders.

4. Why do my emails sometimes appear blank to candidates?
This can happen if the email body hasn’t fully loaded before sending, or if there’s a template formatting issue.

5. How do I disable or change the One-Click Rejection template?
Go to the rejection popup, toggle off “Enable One-Click Rejection,” and select a new template or switch to manual.

6. Why did my email integration disconnect after sending many emails?
Email providers may disconnect integrations due to security or rate limits. Re-authenticate in Settings.

7. Can I undo a quick action or revert to manual rejection emails?
Yes. In the rejection popup, toggle off the quick action or One-Click Rejection feature.

8. Why is the wrong candidate name appearing in my emails?
If you manually entered a name in the template, it will not personalize. Use the ##{{Candidate Name}} placeholder.

9. Why are some templates only visible to Admins?
Templates are saved per user. Admins can share templates, but you may need to recreate or edit them in your own account.

10. What should I do if emails are not logged in the candidate’s mail history?
This may indicate a system or integration error. Contact support with job/candidate details and a screen recording.

11. My emails are going to the promotions folder. Can I fix this?
This is determined by your email provider’s algorithms and is not controlled by PyjamaHR.

12. How can I check if my email integration is active?
Go to Settings > Email Integration and verify the connection status.

Email Integration: Connect your Gmail or custom SMTP for improved deliverability and tracking.
Bulk Actions: Use with caution; monitor integration status and provider limits.
Template Management: Standardize templates across your team for consistency.
Candidate Mail History: Track all sent emails per candidate for audit and troubleshooting.
Support: For persistent or complex issues, provide detailed examples and screen recordings to support.

By following these guidelines and troubleshooting steps, you can ensure reliable, professional candidate communication and minimize disruptions in your hiring process. If you encounter persistent issues, our support team is ready to assist—just provide as much detail as possible for the fastest resolution.

Handling Template Rejections or Failed Sends in PyjamaHR: Troubleshooting, Best Practices, and Pro Tips