How do I get help fastest?
Email pinalmdave@gmail.com with the job id or submission id in the subject line. Ids are the fastest path to a real answer because every agent action is logged against one. We reply within one business day, and same day for anything blocking a live submission.
What should I include in a report?
- The id — canonical job, candidate, or submission. Never paste candidate PII; the id is enough for us to find the record.
- What you expected and what happened instead, in one sentence each.
- When it happened, roughly — the audit log is time-ordered.
- Which surface you were on: recruiter desk, client portal, or admin.
How does onboarding work?
Onboarding is a connector, not a migration. Sign-in is company-email SSO through Microsoft Entra, so no passwords are created. You connect the channels requirements already arrive on, authorise the Bullhorn connection through Merge, and load a prepaid wallet. Design partners are typically running on their own live requirements within days.
Nothing is charged until the agents produce work: compute is metered to real usage and the placement fee only exists once a candidate confirms a start date. See pricing for the exact structure.
Common issues
Iris holds low-confidence extractions for review instead of merging them blindly. Open Intake and check the review gate — the requirement is there with its per-field confidence, waiting for a human to confirm or correct it.
Check work authorization first — it is a hard filter and cannot be overridden, so a mismatch removes the candidate before scoring. If authorization matches, check the résumé is attached to the bench record; Deep Semantic Match needs text to embed.
Submissions write through the Merge connector. Open the submission record and check its sync state: a failed write is retried automatically and surfaced with the provider error. Persistent failures are usually an expired ATS credential.
Theo tracks replies on the channel the message went out on. If the candidate replied from a different address or moved to WhatsApp, attach that thread to the candidate record so monitoring can follow it.
Open the cost dashboard and sort by action. Escalations to the larger model are the usual cause, and each escalation shows the requirement that triggered it. Set a lower per-tenant cap if you want a hard ceiling.
Agents are idempotent and retried by the orchestrator, so a stall is usually an upstream dependency. The activity view shows the last step, its error, and the retry count. If the retry count is climbing, send us the job id.
How do I report a security issue?
Email pinalmdave@gmail.com with “Security report” in the subject. We triage the same day. Please do not include candidate data in the report — a record id and a description of the issue is what we need.
Where is my data, and can I get it out?
Your tenant is isolated by row-level security, and every submission and consent action is written to an immutable, hash-chained audit log you can export. Requirement and submission data also lives in your own ATS through the two-way sync, so leaving never means starting from an empty system. Details are in the privacy policy.
Still stuck? Contact us — or read the sixteen FAQ answers covering agents, compliance, integrations, and cost.