Overview
iCIMS Text Engagement uses messaging channels to help organizations hire better people, faster. Text Engagement is included as a Module in the iCIMS Hire Solution, and features specific to Candidate Experience Management (CXM) are included as a Module in the iCIMS Engage Solution.
With Text Engagement, your organization can:
- Manage talent relationships throughout the entire hiring lifecycle
- More effectively source and engage with candidates using text and other messaging tools
- Gain a more consistent record of communication activities in a single, centralized system
With Text Engagement and iCIMS Digital Assistant, your organization can:
- Automate repetitive, high-volume tasks without sounding robotic
- Intelligently engage candidates when and how they want
- Increase agility with automated workflows you control
For information on iCIMS Digital Assistant, review the Understanding iCIMS Digital Assistant and Editing Digital Assistant Responses for Q&A Intents articles.
This article includes the following sections to introduce you to Text Engagement:
User Roles in iCIMS Text Engagement
The features you have access to with iCIMS Text Engagement depend on a few factors, including:
- Which products your organization uses
- Which role is assigned to your individual Text Engagement account
The different roles, or levels of access, that Text Engagement supports are outlined below. Note that users of any role must have a license in order to send messages to candidates.
- User: Users have standard access to Text Engagement, which includes creating candidates, managing campaigns, and messaging candidates.
- Reporter: In addition to standard access, reporters can also run various standard reports and metrics within the system.
- Manager: In addition to standard access, managers also have access to reporting and user management. Managers can also configure account-wide settings and preferences.
- Customer Admin: In addition to manager access, customer admins can also purge candidates. For information on purging, review the Purging Candidates article.
Product-Specific Definitions
There are a few specific terms used in Text Engagement that you may want to know, such as:
- Monthly Contacts (Credits): For Text Engagement, monthly contacts are a proxy for the messaging volume a customer is entitled to. Rather than packaging and metering based on messages, iCIMS packages and meters based on monthly contacts. This allows organizations to estimate their volume requirements by forecasting their candidate volume. Whenever a user sends a message to a candidate or employee for the first time, or for the first time in more than 45 days, a contact is deducted from the total available monthly contacts remaining on their account. When all contacts have been used, no new candidates or employee conversations can be initiated. Users can continue texting candidates with whom they have messaged in the past 45 days, but beyond that they will not have any contacts to send any more new messages. At any time, a customer can purchase more monthly contacts if their requirements change.
- Phone Number: A phone number is required in order to send messages using Text Engagement. This enables the user to facilitate messaging with candidates or employees. Users are provisioned a local phone number (subject to availability) through iCIMS communication service partners for which they can maintain continuity within conversations with candidates or employees.
- Supported Communication Channels: Text Engagement and AI are channel agnostic. These products can be used to communicate with candidates or employees via the following supported channels:
- SMS (Text Messaging)
- WhatsApp (user must initiate outbound message with approved template)
- Facebook Messenger (candidate must initiate inbound message)
- WeChat (candidate must initiate inbound message)
Channel-Specific Deliverability Considerations
Each channel has its own message deliverability considerations, and some channels may be a better fit than others for your organization’s intended use cases.
- SMS: Deliverability of SMS messages is highly dependent on the local phone number’s alignment with the recipient’s country. For optimal deliverability, recruiters should use a local phone number that matches the candidate’s phone number’s region. For more information on SMS requirements and limitations, review the Complying with Phone Carrier Requirements While Using iCIMS Text Engagement article. For organizations recruiting across borders, WhatsApp is a recommended alternative.
- WhatsApp: WhatsApp offers consistent deliverability regardless of phone number origin. Any local phone number provisioned via iCIMS can send WhatsApp messages to recipients globally. This flexibility makes WhatsApp ideal for certain scenarios, including the following:
- Cross-border recruitment
- Recruitment in countries where two-way SMS is not permitted
For the WhatsApp message to be visible to the candidate, they must have the WhatsApp native app downloaded on their device, an active WhatsApp account linked to their phone number, and an active internet connection.
Country-Specific Support for Phone Numbers and Messaging
iCIMS supports obtaining local phone numbers and two-way SMS communication for the following countries:
|
Country
|
Pricing Tier
|
|
Canada
|
Tier 1
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United States
|
Tier 1
|
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Australia
|
Tier 2
|
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Lithuania
|
Tier 2
|
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Poland
|
Tier 2
|
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Puerto Rico
|
Tier 2
|
|
United Kingdom
|
Tier 2
|
|
Austria
|
Tier 3
|
|
Chile
|
Tier 3
|
|
Czech Republic
|
Tier 3
|
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Denmark
|
Tier 3
|
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Estonia
|
Tier 3
|
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Hungary
|
Tier 3
|
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Israel
|
Tier 3
|
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Italy
|
Tier 3
|
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Netherlands
|
Tier 3
|
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Philippines
|
Tier 3
|
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Portugal
|
Tier 3
|
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Switzerland
|
Tier 3
|
Notes:
- Some countries require business identification proof before provisioning a local phone number.
- For most other countries, WhatsApp can be used to send messages to candidates. (WhatsApp messaging is not supported in Crimea, Cuba, Iran, North Korea, and Syria.)
- iCIMS reserves the right to change tiers on renewal or pass along additional costs.
Availability and Surcharges
iCIMS engages third-party vendors to provide phone numbers and short codes as part of Text Engagement. Availability of short codes or phone numbers and use of Text Engagement in specific countries is subject to change due to third-party vendor requirements and any law applicable to the provision and use of Text Engagement. Subscribers are solely responsible for paying any fees, charges, carrier surcharges, or other similar exactions in any applicable jurisdiction imposed on or associated with Subscriber’s use of Text Engagement.
Text Engagement Resources
Managing Your Account
Working with Text Engagement
Additional Resources for iCIMS Applicant Tracking and Text Engagement Customers
Compliance and Best Practices Guides
