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# FAQ

Answers below link to the full guides where you can go deeper.

## Screening calls

#### Does the AI tell candidates it's an AI?

Yes. The agent introduces itself by name as an AI assistant calling from your company and says the call is on a recorded line before it starts asking questions. A candidate who declines to be recorded moves to **Refused Recording**, and the screening doesn't go ahead.

#### Do I need to turn screening on for each job?

No. Every active job screens its applicants automatically; there's no per-job switch to enable screening calls. What you set per job is what gets asked and what happens next: the screening questions, knockout rules, distance limit, and pipeline. See [Creating a Job](/jobs/creating-a-job).

#### What happens if a candidate doesn't answer?

CONFIRM tries again automatically, up to the job's limit on call attempts. If the call reaches voicemail, the agent leaves a short message saying who's calling and why, and that the candidate can call the number back. A voicemail doesn't count as a completed screening. See [How Screening Works](/screening/how-screening-works).

#### Can candidates call back?

Yes. A candidate who's still waiting for their screening can call the number back and be screened on that call. Callers at other points in your process get help that fits where they are. If a caller asks to schedule, reschedule, or cancel an interview, or to be called back, the agent tells them it has passed the request to your team, and the request shows on the candidate's profile and in the **Pending Callbacks** filter until someone marks it handled. See [Inbound Calls & Callbacks](/screening/inbound-calls).

#### How do knockout questions decide who passes?

Knockout criteria mark hard requirements, such as work authorization or a required license. A candidate who fails a knockout doesn't pass screening; depending on how the job's pipeline is set up, they either go to your team for review or are rejected. Every answer is saved, so you can see exactly what was said. On older jobs, a failed knockout shows as **Did Not Meet Requirements** instead. A candidate beyond the job's distance limit is marked **Ineligible** and isn't called. See [Knockout Criteria](/jobs/knockout-criteria).

#### What does a screening call produce?

A completed screening produces a call recording, a full transcript, the candidate's answer to each screening question, and a summary of how they fit the job, all on the candidate's profile. See [Reviewing Results](/screening/reviewing-results).

## Candidates & pipeline

#### What does the fit tier mean?

The fit tier summarizes how a candidate's screening lines up with the job: **Strong fit**, **Moderate fit**, **Limited fit**, **Pending** (no result yet), or **Ineligible**. Ineligible is a process fact, such as a failed knockout, being out of range, or a blocklist match, not a judgment of fit. You can show tiers and filter by them on the Candidates page. The tier is a review aid; the decision is yours.

#### Can I undo a rejection or move a candidate to a different stage?

Yes. **Override Status** on the candidate's profile moves a candidate to any stage, including back out of **Rejected**, with a written reason. For normal forward movement, use the main action on the profile instead. See [The Candidate Profile](/candidates/candidate-profile).

#### How does sharing a saved view work?

A saved view is a named snapshot of your candidate-list filters. When you save one you choose whether to keep it private or share it with your team. See [Filters & Saved Views](/candidates/filters-and-saved-views).

#### What are the quick filters under More?

Under **More** on the Candidates page you'll find one-click filters: **No Phone Number**, **Background check ordered**, **Incomplete Profiles**, **Referrals to Assign**, **Pending Callbacks**, and **Out of Range**. Several can be on at once. See [Filters & Saved Views](/candidates/filters-and-saved-views).

#### How do candidates get into CONFIRM?

They apply through one of your postings or your careers page, come in through your referral link, or you add them yourself with **Add Candidate**. See [Adding Candidates](/candidates/adding-candidates).

## Jobs & postings

#### What's the difference between a job and a posting?

A **job** is the role you're hiring for: its description, screening questions, and pipeline. A **posting** is that job on a specific board, such as Indeed or LinkedIn. One job can have several postings at once. See [Postings Overview](/postings/postings-overview).

#### What happens when I pause a job?

New applicants to a paused job are held in **Applied** and aren't called. When you make the job active again, the held applicants are queued for screening. Postings on your own board account are taken offline while the job is paused. Postings bought through CONFIRM keep running, and the pause dialog lets you stop them as well. See [Managing Jobs](/jobs/managing-jobs#pausing-a-job-with-live-postings).

#### Can I pause a posting?

Only postings on your own Indeed or LinkedIn account. Pausing takes the ad offline, and resuming re-posts it as a new listing. A posting bought through CONFIRM is a paid run that job boards can't pause: stop it, or turn auto-renew off to let it finish its run. See [Managing Postings](/postings/managing-postings).

#### Do I get a refund if I stop a posting early?

No. Stopping a posting bought through CONFIRM takes the ad down, usually within a few hours, but doesn't refund the remaining days of the run. If you paid by card, the card isn't charged again. To list the job again, place a new order. See [Stopping a posting](/postings/managing-postings#stopping-a-posting).

#### What happens to my postings when I close, fill, or delete a job?

Closing or deleting a job stops all of its running and paused postings. When you mark a job as filled, the fill dialog lets you choose which postings to stop. Stopped postings stay on the Postings page under **Ended**. See [Managing Postings](/postings/managing-postings#when-a-job-changes-status).

#### Can I edit screening questions once a job is live?

Yes, from the job's **Screening** section. Changes apply to future calls; candidates already screened keep their results. See [Screening Questions](/jobs/screening-questions).

## Account, billing & access

#### Where do I see billing?

Admins have two pages under Settings. **Billing & payments** holds the company card, the monthly marketing and background check budgets, and a log of every payment. See [Company Card & Budgets](/billing/company-card-and-budgets). If Spend is turned on for your organization, **Settings → Spend** shows a running total for the current billing cycle, broken down by AI Screening, Marketing, Background checks, and Fees & adjustments. See [Spend & Billing](/billing/billing-and-usage).

#### Who can pay with the company card?

Admins, Recruiters, and Hiring Managers can buy job board ads and order background checks on the company card. Only Admins can add, remove, or change the card, and everyone else sees just its brand and last four digits. If a purchase would go over a monthly budget, Recruiters and Hiring Managers are asked to check with an Admin, and Admins can confirm going over. See [Company Card & Budgets](/billing/company-card-and-budgets).

#### What happens when my free trial ends?

If your organization signed up for a free trial and it ends without a subscription, new applicants are still collected but screening calls pause. Click **Upgrade** on the banner at the top of the portal to subscribe. Calls also pause if a subscription payment is past due or the subscription is canceled. See [Spend & Billing](/billing/billing-and-usage#free-trial).

#### What can each role do?

There are five roles. **Admin**: everything, including team management and organization settings. **Recruiter**: day-to-day hiring, including jobs, candidates, messaging, and interviews. **Hiring Manager**: reviews, messages, and interviews candidates, orders background checks, buys job board ads, and downloads reports, but can't create or edit jobs. **Viewer**: read-only; candidate profiles show **View only**. **Calendar only**: no portal access; connects a calendar so assigned interviews land on it. Admins can also limit a person to specific jobs. See [Team Members & Roles](/settings/team-and-roles).

#### How do I get help in the portal?

Click **Support** at the bottom of the sidebar. **Message** opens a conversation with the CONFIRM team.

Some organizations also have an **Ask AI** tab. The assistant answers how-to questions from this documentation and links the pages it used, so you can read more. If the docs don't cover your question, it says so and offers to connect you with a person, or to file a ticket if something seems broken; it confirms with you before filing. It can also answer questions about your own organization's candidates and jobs. Ask AI conversations are reviewed by the CONFIRM team. If you don't see **Ask AI**, contact your CONFIRM account team.

Still stuck? Check [Troubleshooting](/help/troubleshooting), or click **Support** in the portal sidebar.