If Nova can't join or the call drops

Available onEvery plan

Who can do thisOwners, admins and recruiters

Most Live AI interviews run start to finish. When something goes wrong, Infyva decides whether it was a problem on our side or the candidate's, and handles scoring and billing to match.

Nova doesn't join the call

If Nova hasn't joined after about 30 seconds, the candidate sees We couldn't start your interviewer, with this message:

This is a problem on our side, not yours. Nothing was recorded and this doesn't count against you. Please try again in a moment.

1. The candidate can try again, up to 3 times.
2. If they don't try again within 2 minutes, or the last try also fails, the session ends as a problem on our side.
3. The candidate is told that the hiring team has been told and can send a new invite.

When something fails on our side

A session counts as a failure on our side when Nova never joined, lost her connection partway through, stopped responding, never spoke, or when we didn't capture the candidate's answers or Nova's questions.

When that happens:

• The interview is not scored and not ranked.
• No credits are used. If credits were already counted for the session, they are given back.
• The candidate sees that a problem on our side stopped the interview, that it won't count against them, and that the hiring team can send a new invite. They also get an email.
• You get a notification under the bell: {name}'s Live AI interview didn't complete, saying it wasn't scored and nothing was charged.
• The report shows Interrupted, not scored with the reason, for example Our interviewer never joined the call.

If the video avatar can't connect, Nova carries on with voice only. The avatar never makes an interview fail.

Send a new invite after a failure

1. Open the notification, or open the interview from Interviews.
2. On the report, click Send a new invite. The job opens with the candidate selected.
3. Pick a new time and send the invite.

An ended interview never reopens. A new invite gives the candidate a new session.

The candidate's connection drops

If the candidate's connection drops, the call is held open for 60 seconds. The candidate sees Reconnecting… and Don't refresh, we'll be back in a moment.

• If they come back within 60 seconds, the interview carries on.
• If they don't, the session ends and the candidate sees the end screen. What they covered is sent to you, and you see that the call ended early.

A dropped connection is never a window warning and is never treated as the camera being off.

The candidate ends the interview early

The candidate can end the interview at any time. They are asked End the interview? and told they will not be able to resume, and that you will see what they completed so far.

When they leave	How it counts
After at least 75% of the scheduled length	A finished interview.
Before 75% of the scheduled length	An interview that ended early. Your report shows what they covered and that it was shorter than planned.

In both cases the minutes used are paid for in credits, at 0.5 credit per minute. See Minutes and billing.

Reschedule an interview

Candidates can't reschedule a Live AI interview themselves. Their invite tells them to reply to the invite email if they need a different time.

To move it:

1. In the sidebar, click Interviews.
2. Open the scheduled interview and click Reschedule.
3. Pick the New date and time.
4. Leave Email the candidate the new time with an updated calendar invite ticked to tell the candidate.
5. Click Reschedule. Reminders move to the new time.

You can only reschedule an interview that hasn't happened yet. An interview that ended stays ended; send a new invite instead.

Next steps

• How Nova works
• Minutes and billing
• I lost connection, the candidate guide