Using SmartMessage for SMS Messaging

Objective

After completing this lesson, you will be able to configure SmartMessage access and consent settings.

SmartMessage for Enhanced Candidate Communication

SmartMessage is a valuable tool within SmartRecruiters that allows recruiters to engage with candidates through SMS and WhatsApp, leading to faster response times and improved communication.

SmartMessage enables hiring teams to message candidates via SMS and WhatsApp directly within SmartRecruiters, without requiring personal phones. It centralizes conversations, allows hiring team members to manage communications directly within the recruiting system, speeds up responses, and supports templates and reporting to scale compliant communication.

Communication tab displayed with example SMS candidate message.

Key Benefits of Using SmartMessage

  • Two-way, one-to-one messaging with applicants and prospects in supported countries.
  • Unlock the ability to use local and international numbers for globally compliant SMS; WhatsApp channels for global messaging.
  • Centralize messages in My Inbox and the Communication tab on the Candidate Profile, with notifications for incoming messages.
  • Send interview invitations and reminders via SMS or WhatsApp.
  • Usage reporting by user and by country.
  • Create and manage SMS/WhatsApp templates with merge fields.

SmartMessage for an Environment

The implementation of SmartMessage, or the addition of a channel or country, can only be done with the assistance of a SmartRecruiters Onboarding Consultant. Please contact your SmartRecruiters AM or CSM to discuss, as it is not a self-service implementation.

Before enabling and activating SmartMessage, you should be prepared to specify which channel(s) to enable and which countries to support.

Timeframe for Implementation

The time to implement SmartMessage varies depending on the country configuration:

Timeframe for implementationSending number locations
~ 3 weeksUS, CA, GB, NL, SE, or AU
~ 7 weeksFR, DE, AT, PL, IL, EE, BE, FL, PR, PH, CH, DK, IE, or with WhatsApp

Administrative Setup: Granting Access

​Before using SmartMessage, administrators need to configure access permissions to ensure that only authorized users can send messages through it.

Configuration Recommendations:

  • Administrators should enable Separated Consent for SMS/WhatsApp. This ensures that candidates have an opportunity to consent to messages when they submit their job application, or when a consent request is sent.
  • Administrators may configure country-specific SMS Opt-in settings within Global Compliance Settings.
  • Administrators must grant access to SmartMessage for their hiring team members. This can be done individually in User Management or at scale using Bulk User Download and Upload. Admins can reassign seats to users at any time if users are not using the feature.

Assign SmartMessage Permissions to Users

Steps

  1. Navigate to Settings.

  2. Select User Management in the Permissions section.

  3. Find the user you wish to provide permissions for and select Edit User.

  4. In the Access list, enable the SmartMessage checkbox.

  5. Select Save.

    User role access screen displayed with SmartMessage checked, buttons for Reset Password, Cancel and Save.

    Note

    This access works in conjunction with permissions to the Communications tab on a candidate profile and general access to candidates based on hiring team membership or role within the system.

Global Compliance Candidate Opt-in and Consent

Ensuring compliance with regional regulations is crucial when using SMS for communication. Opting in to an SMS conversation with a keyword may be a compliance requirement in some countries, while in others it may only require that identifying information be included in the first SMS. It is the shared responsibility of hiring teams to understand and follow local messaging laws.

MS Opt-In settings can be configured in Global Compliance Settings by selecting a country and toggling SmartMessage SMS Opt-In Settings On or Off.

Displays Germany compliance settings highlighting the SmartMessage Opt-In Settings toggle.

These Global Compliance Country settings are matched to a candidate’s phone number, and the language of the opt-in message is determined by the Job Ad. This ensures that every candidate reachable via SMS will receive the correct compliance message in the correct language. We recommend that hiring teams get familiar with local SMS compliance laws and regulations before removing the SMS Opt-in requirement for any country.

SmartRecruiters provides a setting to manage candidate opt-in preferences:

  1. Opt-In Requirements:
    • Toggled Off: (Positioned to the left, gray colored) - Requires Double Opt-In; candidates need to reply START to the initial message for communications to continue.
    • Toggled On: (Positioned to the right, green colored) - Only requires Single Opt-In, a default message will be sent (stating your name, company, and purpose of outreach), but allows you to message the candidate immediately without requiring them to Opt-in.
  2. Country-Specific Settings: Establish Opt-in settings by country to comply with varying regional regulations. Consult your legal department or review regional requirements before configuring this setting.

Managing Candidate Consent

Consent is always required to begin conversations with candidates, regardless of location, messaging channel, or opt-in model. The conversation window will remain locked until the candidate provides consent.

Be sure to require consent at the application for SMS/WhatsApp, so that candidates may consent during the apply process. Consent may also be requested by the hiring team and delivered to the candidate via email as a link.

You can request consent above the rich text editor in the Communication tab or My Inbox, or in the Consent Status pane on an applicant profile.

Request consent link under Send via SMS option displayed.

In the candidate application, you can also view the consent status to see whether a candidate has consented to SmartMessage (or other modules that use communications).

Consent status of SmartRecruit, SmartCRM, SmartMessage (SMS), and SmartMessage (WhatsApp) and Request link displayed.

Message Candidates Utilizing the Communication Tab

Once the administrative setup is complete, a candidate has opted in to receive SmartMessage SMS or WhatsApp messages, and hiring teams can use SmartMessage to begin sending communications to candidates.

Steps

  1. Navigate to Candidate by selecting the Jobs tab, selecting the relevant job, and selecting the candidate's name.

  2. Within the candidate profile, select the Communication tab.

  3. Choose Messaging Option. Depending on your configuration, you'll see options for SMS, WhatsApp, or both.

    1. Send via WhatsApp: If using WhatsApp, the candidate must have contacted you within the past 24 hours. You can send a message prompting them to reply to initiate the conversation.

    2. Send via SMS: If opt-in is required, the candidate must reply START before you can send further messages.

    3. Send via SMS: If opt-in is not required, a default message will be sent, and you can continue the conversation immediately.

    Displaying communication options using SmartMessage – Send via Email, Send via SMS, and Send via WhatsApp.

    Note

    Currently, SmartRecruiters does not send email notifications for candidate replies via SmartMessage. Therefore, it's essential to use the Inbox feature to stay up to date.

SmartMessage for Interview Scheduling

When scheduling an interview or sending candidates to self-schedule their own interview, SMS and WhatsApp options can be found below the Communication to Candidate section. This will present options for the channel and the message content to be sent via SMS or WhatsApp.

Candidates will be able to confirm or decline when scheduling or select and confirm times when self-scheduling.

SmartMessage interview invitations are available for traditional Scheduling and Self-Scheduling, but not Mass Self-Scheduling, Group Interviews, or Automated Self-Scheduling.

Example SMS WhatsApp Invite communication for interviews.

SMS or WhatsApp interview reminders can be set and configured from the candidate's Interviews tab. Select Remind for a scheduled interview event, and configure the number, timing, and verbiage of the reminder(s) to be sent. As needed, reminders can be deleted or recreated.

Schedule Interview Reminders modal with reminder message body, when to send the reminder, and Cancel and Confirm buttons displayed.

Watch the video below for more details about using SmartMessage.

This video is for demonstration purposes. Any references made in this video to previous or later videos in this course (including titles, numbers, links, or sequence) may differ from the current course structure. Additionally, some functionalities shown may have evolved over time due to ongoing enhancements or business decisions.

Summary

  • SmartMessage allows recruiters to engage with candidates through SMS and WhatsApp, leading to faster response times and improved communication.
  • Administrators need to configure access permissions to ensure the correct users have the access they need to send messages through SmartMessage.
  • Ensuring compliance with regional regulations is crucial when using SMS for communication.
  • Consent is always required to begin conversations with candidates, regardless of location, messaging channel, or opt-in model.
  • When scheduling an interview or sending candidates to self-schedule their own interview, SMS and WhatsApp options can be found below the Communication section.

Learning

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