Troubleshooting

The most common questions, with the fix for each.

Scout does not reply in a channel

In a channel Scout only answers messages that @mention it, including replies inside a thread it started. Start the message with @Scout. In a DM no mention is needed. If Scout has not been invited to the channel, run /invite @scout first.

"You're not linked to a Scout recruiter account yet"

Run /scout link you@company.com with the exact email on your Scout account, then /scout verify with the emailed code. If you never got an invite to this workspace's Scout account, ask an owner or admin to add you from Team first. See Set up Slack.

The link code never arrives

The code is only sent when the email you typed exactly matches an account in this workspace's agency. Check for a typo, a plus-address, or a personal address instead of the invited one. The reply is deliberately the same either way. Look in spam for "Your Scout Slack link code".

Everyone shows as not linked

Scout was reinstalled from Slack's side, which creates a fresh connection. Each person runs /scout link and /scout verify again.

"That Slack workspace is already connected to a Scout account"

Someone in your company has already set Scout up. Ask them to invite you from Team, then link yourself in Slack. Do not create a second account.

No scorecards in Slack yet

Scorecards arrive in the pipeline digest, weekly on Monday morning by default, not the moment an interview ends. Ask Scout for a "weekly summary" to see completed interviews now, check the Scorecards page, or set the digest to daily under Outreach Agent then Routines. If there is no notification channel, the digest goes to a DM; set one with /scout notify.

CV review cards are not appearing

They are posted only to a notification channel. Run /invite @scout and /scout notify in the channel you want, then switch the role.

Outreach is not sending

In order of likelihood:

1. The sender is paused. Connecting LinkedIn starts paused. An owner or admin says "go live" and confirms.
2. LinkedIn is not connected, or was disconnected. Check Connections then LinkedIn.
3. The daily or weekly limit is reached. Ask "how's outreach going?" or raise the limit under Behavior. Limits are rolling, so a busy evening carries into the next morning.
4. Outside working hours or on a weekend, if the weekend pause is on.
5. The queue is empty. Give Scout people to contact.
6. The usage guard rail paused it. Scout will have posted a notice in the channel; talk to it about the limit and say "go live".

A candidate says they never got the interview

Scout emails the link once it has their address. Check the candidate on the dashboard: if the invitation is Pending, Copy Link and send it yourself, or ask Scout to resend. Links expire after 14 days; Reset interview issues a fresh one.

The interview would not start for a candidate

Voice interviews need a browser with microphone access. Ask them to allow the microphone when prompted, use a quiet space, and try a different browser if the connection stalls. They can press Report an interview issue on their interviews page to reset it and retake.

"Only an agency owner or admin can do that"

Outreach controls, removing someone from do-not-contact, and team changes are for owners and admins. Ask one of them, or ask them to change your role.

"Your 7-day free trial has ended"

The dashboard is locked to Billing until the owner adds a plan. Nothing is deleted. See Plans and billing.

Scout said it hit an error

"Sorry - I hit an AI provider error partway through" or "I ran out of steps before finishing that" mean Scout could not complete the request in one go. Ask again, or split the request into smaller steps. Nothing half-done is left behind: actions that need a Confirm only run on Confirm.

Still stuck

Email support@sendscout.ai with your workspace name and, if it is about a Slack message, a link to the message.