Late Candidate Steps - Sandbox

If a candidate has not joined the interview within 2-5 minutes of the interview start time, you should call the candidate directly from The Room using the add participant button.

You only need to try calling the candidate a maximum of two times. 

You will not be able to see the candidate's phone number when you press "add participant". This is intended and is to protect the candidate's Personally Identifiable Information (PII).

If you get an error while trying to make the call, try calling again a few times. If you continue getting an error it is unlikely CX will be able to fix the error. You can simply follow the "What to do if the candidate DOES NOT answer the call" steps below.

Odd Hour Interviews:

Some candidates chose to interview at a time that may seem late at night or early in the morning for their time zone.

CX reaches out to these candidates before the interview to make sure the time they selected was intentional. This means you can always call the candidate if required, no matter what time it is for them.

What to do if the candidate DOES NOT answer the call:

Do not leave a voicemail. Wait for the candidate until 10 minutes after the interview start time.

• If the candidate shows up within the 10-minute grace period conduct the interview as normal.
• If the candidate has not entered the room within the 10-minute grace period, you can end the call and are then free to leave the interview:

1.  
   1.  
      1. Press the telephone icon
      2. Select "Ending early, no questions seen"
      3. Select the "Candidate no-show" reason
      4. No write-up is required
      5. Only reach out to CX if it is a Premium Support interview

What to do if the candidate answers the call:

1. Read the script:

“Hi, is this [Candidate First Name]? This is [Your Name], your Interview Engineer from Karat, I’m just calling to let you know that your technical interview has started. Do you need any help joining the interview? To ensure you have enough time to complete the assessment we must start within the next few minutes, otherwise, we will need to reschedule for a later date.”

The candidate states they need help joining the interview:

1. Help the candidate get into The Room: “You should have received an email just over an hour ago with a link that will take you directly to our video call.”
2. Help the candidate troubleshoot as necessary to get into the video call.
   1. Ask the candidate to use Chrome or Firefox
   2. Ask the candidate to clear their cache
   3. Ask the candidate to try using an incognito window
   4. Call the candidate into the interview

If you've tried all of the above steps and the problems persist and the candidate is still unable to join or troubleshooting falls beyond the 10-minute total grace period, the interview will need to be rescheduled:

1. Explain the interview will need to be rescheduled: "I want to make sure you have the entire time to complete the assessment, and since we weren’t able to fix the issue at this time, we’ll have to reschedule the interview for a later date."
2. Let the candidate know they will get an email with instructions on how to reschedule
3. Press the telephone icon
4. Select "Ending early, no questions seen"
5. Select the "Video/technical issues" reason
6. No write-up is required
7. Only reach out to CX if it is a Premium Support interview

Candidate says they'll join in a few minutes, but by 10 minutes past the start time they still haven't joined:

1. Press the telephone icon
2. Select "Ending early, no questions seen"
3. Select the "Candidate requested reschedule" reason
4. No write-up is required
5. Only reach out to CX if it is a Premium Support interview

Troubleshooting more than joining the Room:

1. Look for the troubleshooting steps in the Help Center

The candidate states that they cannot take the interview at this time:

1. Advise the candidate to contact their recruiter with the request
2. Press the telephone icon
3. Select "Ending early, no questions seen"
4. Select the "Candidate requested reschedule" reason
5. No write-up is required
6. Only reach out to CX if it is a Premium Support interview

•  

The candidate asks to withdraw their application:

1. Advise the candidate will get an email to confirm their application has been withdrawn
2. Press the telephone icon
3. Select "Ending early, no questions seen"
4. Select the "Candidate withdrew from process" reason
5. No write-up is required
6. Only reach out to CX if it is a Premium Support interview