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Recruitment Lifecycle

After Tenma completes the recruitment interview, your Digital Worker moves through a structured hiring pipeline before they’re ready to take calls.
Calls not being answered? Three separate systems affect this: your worker’s status, your channel’s status, and your account status. This page covers worker status. See System Warnings for channel and account issues.

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The Hiring Pipeline

Your worker progresses through these statuses automatically after recruitment: This pipeline runs once and typically takes 2–5 minutes.

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Status Definitions

Duration: A few seconds to 1 minuteThe recruitment request has been submitted. Tenma’s interview data is being prepared for the hiring pipeline.What to do: Wait. This stage is fully automatic.
Duration: 2–5 minutesYour Digital Worker is being onboarded:
  • Voice is being generated from your chosen tone
  • Personality model is being built from the Job Description
  • Knowledge base is being indexed from your interview
What to do: Wait. You’ll see a progress indicator on the dashboard.
Onboarding is complete. Your Digital Worker is ready to take calls.What happens next depends on whether you’ve connected a channel:
  • Active, no channel connected: Your worker exists and is configured correctly, but cannot receive calls yet. Connect a Work Channel (phone or email) to put them on shift.
  • Active, channel connected: Your worker is live and answering contacts on their assigned channels. Monitor call activity and usage from the dashboard.
What to do: If no channel is connected, add one from the worker’s detail page. If a channel is connected, monitor performance and adjust their Employment Contract as needed.
Something went wrong during the onboarding pipeline. This is uncommon.What to do: Check the error message shown in the dashboard. In most cases, starting a new recruitment with Tenma resolves it. If the issue persists, contact us.

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When Will My Worker Take Calls?

Once your worker shows Active, two more conditions must be true for calls to connect:
ConditionWhere to check
Worker is ActiveWorker detail page, status badge
Channel is connected and ActiveChannels tab on worker detail page
Account in good standingDashboard header (no warning banners)
If you see a banner saying “your team members are paused”, this is an account-level issue (billing or subscription), not a worker status. Fix it in your Subscription settings.

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Common Issues

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Worker Stuck in Pending

If your worker has been in Pending for more than 5 minutes, the pipeline may have stalled.
  1. Refresh the dashboard
  2. Check your internet connection
  3. If still stuck after 10 minutes, contact us with the worker’s name and hire timestamp

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Worker Shows Error

Possible causes:
  • Network interruption during the Tenma interview
  • Temporary system issue in the onboarding pipeline
Resolution: Start a new recruitment with Tenma. If it fails again, contact us and include the error message shown in the dashboard.

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Worker is Active But Not Taking Calls

Check these three things in order:
  1. Channel connected? Go to the worker’s detail page and check the Channels tab. If empty, add a phone or email channel.
  2. Channel status? If a channel exists, check its status. It should show Active, not Provisioning or Suspended.
  3. Account status? Look for warning banners at the top of the dashboard. If present, resolve the billing or subscription issue first.

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Monitoring an Active Worker

Once your Digital Worker is on shift, track their performance from the dashboard:
MetricDescription
Calls HandledTotal number of calls answered
Avg. Call DurationTypical length of a conversation
Minutes ConsumedBillable minutes used this period
Last ActivityTimestamp of the most recent call
For account-wide usage and billing details, see Usage Dashboard.