Overview
iCIMS Text Engagement offers multiple channels for text-based communication with candidates, including both SMS and WhatsApp.
The following sections address various practical considerations for using Text Engagement to communicate with candidates via WhatsApp.
Deciding Whether to Use WhatsApp
There are several factors organizations may want to consider when deciding whether to use WhatsApp through Text Engagement.
- Depending on your organization’s account settings, the locations of the candidates you plan to communicate with, and the candidates’ preferred communication channels, your organization may choose to communicate exclusively through SMS, exclusively through WhatsApp, or through a combination of both channels. SMS can work well for organizations whose Text Engagement phone numbers are from the same country as their candidates’ phone numbers and whose candidates prefer communicating via SMS.
- WhatsApp can work well for organizations whose Text Engagement phone numbers are from a different country from their candidates’ phone numbers and/or whose candidates prefer communicating via WhatsApp.
- iCIMS Text Engagement does not currently support text campaigns via WhatsApp, and candidates whose communication channel is set to WhatsApp do not display in the list of candidates available to add to a campaign.
Notes:
- In order to use WhatsApp for Business, you must complete the Meta Business Verification process and be able to connect your iCIMS point of contact with the administrator of your Meta Business Manager account.
- WhatsApp is not available for use in all countries, and phone numbers from countries other than the United States, Canada, and the United Kingdom are subject to availability.
WhatsApp-Only Senders
If your organization wants a user’s Text Engagement license to be for WhatsApp communication only, so that they cannot send SMS messages at all, submit a case to iCIMS Technical Support to make this change.
Note: WhatsApp-only sending applies to all Text Engagement communications for that user, and they would not be able to message candidates who can only receive SMS. Customers considering this setting should weigh that limitation against potential benefits (such as preventing accidental SMS messaging in situations where it would be expensive or unreliable) to decide which option best suits their needs.
Using TextApply via WhatsApp
Customers can offer TextApply via WhatsApp as well as SMS. However, for WhatsApp, candidates must apply via a 10-digit phone number, not a short code.
Enabling WhatsApp Senders
As part of Text Engagement implementation, your implementation team will work with you to onboard and configure desired WhatsApp senders. Some parts of the Text Engagement implementation are controlled and managed by iCIMS, but some are controlled by the vendor (i.e. Meta Platforms, Inc d/b/a Meta). Meta may choose to make changes to the service they offer at their own discretion. For more information, review Meta’s
WhatsApp Business Platform documentation. (This documentation is not maintained by iCIMS.)
Note: All Text Engagement messaging via WhatsApp happens within the Text Engagement app, not directly within the WhatsApp app.
Communicating with Candidates via WhatsApp Using iCIMS Text Engagement
Text Engagement’s general functionality is the same regardless of whether a user communicates with a candidate via SMS or WhatsApp, and you can consult task-specific Text Engagement articles regardless of which communication method you use.
However, users must change certain settings in order to switch from one communication channel to another, and certain features may be limited to certain channels or function slightly differently from one channel to another. The following sections address those situations.
Note: Meta requires the use of approved templates when initiating conversations with candidates over WhatsApp. For more information, review the
Creating and Using WhatsApp Templates in iCIMS Text Engagement article.
Setting WhatsApp as the Communication Channel for Candidates and Users
SMS is the default channel when communicating with a candidate, but you can change which channel you use (SMS or WhatsApp) in the candidate’s profile.
Note: Text Engagement cannot indicate whether a candidate is able to receive WhatsApp messages. If possible, you should confirm that WhatsApp is a valid contact method for a candidate in advance (e.g., include a question on job applications).
You can change a candidate’s channel from SMS to WhatsApp for all users in iCIMS Text Engagement by completing the following steps.
- Select the Candidates icon on the left and then select the desired candidate.
- Select the Actions button within this candidate’s record and select Edit Candidate from the dropdown menu.
- On the Candidate Edit screen, select WhatsApp from the Channel dropdown menu. A popup displays confirming that you have updated the candidate’s channel for all users. Select Change Channel to confirm.
- Notes:
- If you do not have a WhatsApp license, you can still change the candidate’s channel to WhatsApp but cannot send them messages, and a message displays explaining this. You can choose to leave the candidate’s channel set to WhatsApp for other users who do have WhatsApp licenses, or you can follow the above steps to change the channel back to SMS.
- Once a candidate’s channel has been set to WhatsApp for the first time, you can subsequently switch between SMS and WhatsApp channels via the menu icon when texting the candidate (in New iCIMS, or the channel dropdown below the candidate’s name in the classic UI).
Messaging via WhatsApp in the Text Engagement Browser Extension, Mobile App, and iCIMS Applicant Tracking
You can use iCIMS Text Engagement to contact candidates via WhatsApp through the Text Engagement web app, the Text Engagement Mobile App, the Text Engagement browser extension, and the Text Messages panel on the Messages tab in iCIMS Applicant Tracking (ATS).
The first time you set a candidate’s communication channel to WhatsApp, you must do so in the Text Engagement web app. Review instructions for doing so in the
Setting WhatsApp as the Communication Channel for Candidates and Users section of this article.
Once the candidate’s channel has been set to WhatsApp for the first time, you will have the option to switch channels in all Text Engagement interfaces by selecting the menu icon.
Reporting on Candidate Interactions via WhatsApp Using iCIMS Text Engagement
Reporters, managers, and customer admins of customers who have WhatsApp enabled as a communication channel in iCIMS Text Engagement have access to three versions of the Messages report instead of one:
- Messages (SMS) displays data about SMS communication only.
- Messages (WhatsApp) displays data about WhatsApp communication only.
- Messages displays combined data about SMS and WhatsApp communication.
For more information on reporting options in iCIMS Text Engagement, review the
iCIMS Text Engagement: Generating and Understanding Reports article.
Troubleshooting iCIMS Text Engagement Use of WhatsApp
If you encounter any of the following issues, you may be able to resolve them yourself using the steps provided.
If a message you send doesn’t reach the candidate, or you receive an error message that it wasn’t sent:
- Confirm that the candidate is using WhatsApp. If the candidate is not using WhatsApp, switch the candidate’s channel to SMS. Review the Setting WhatsApp as the Communication Channel for Candidates and Users section of this article for instructions.
- Confirm that you have a WhatsApp license.
- Confirm that you are following Twilio’s Messaging Policy. (Note: This documentation is not maintained by iCIMS.)
- If you’ve confirmed all of the above and your message is still not reaching the candidate, submit a case to iCIMS Technical Support for further guidance.
If you have difficulties with the Meta steps of implementation:
- Contact Meta for assistance.
