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Recruiting now provides two-way Short Message Service (SMS) texting for real-time communication between Dayforce users and candidates. Text conversations are included in the candidate's profile for other authorized users to see and participate depending on their access.
This feature is currently only available for phone numbers from the USA and Canada. There is a per-text-message charge by Ceridian HCM, Inc. to use this feature in production environments.
Configuration
To configure candidate texting, administrators go to System Admin > External Integrations and add the SMS Messaging external integration group. Twilio is the only supported communication provider.
Select where you want to support SMS messaging in Supported Countries. In some countries, such as the USA, organizations must provide registration details before they can send SMS messages. Click the Register Details button to provide this information for each supported country, as required. It might take up to three weeks for us to verify this information. The status of your registration requests is shown below this button. When the registration is complete, you can begin texting candidates.
You can also use the external integrations panel to configure settings for the following:
- The maximum number of text messages sent to candidates who don't respond in a conversation.
- The maximum number of messages that can be sent by any one user over the month.
- The number of days of inactivity before the system archives conversations. After a conversation is archived, you can still see it but no more messages can be sent or received.
If you want to text candidates who apply for your jobs from third-party job boards, go to Recruiting Setup > Client Properties and enable the Include SMS Consent questionnaire in job postings sent to third-party job boards property. This property ensures that the consent questionnaire is included in job postings when third-party job boards gather candidate application data and send it to Dayforce.
For more information on configuring this feature, see "Configure SMS Messaging" in the Recruiting Guide.
Candidate Experience
You can only send SMS messages to candidates after they consent to receive them. After SMS messaging is configured and active, Dayforce shows the SMS Consent dialog box to candidates at the following times if they don't already have a consent answer captured in their candidate record:
- When new candidates register for client career sites. The dialog box appears after they agree to the privacy policy.
- The next time that registered candidates log into the client career site.
- When internal candidates log into Dayforce and select an item from Careers.
External candidates must explicitly give their consent in this dialog box, and provide their mobile phone number, including the country code. Internal candidates see their mobile phone number for their information, but they must update it in their employee record if needed.
To update their consent later, external candidates can select Account Settings in the account drop-down list on the client career site, and then click Update in the Short Message Service (SMS) section. They can also update their phone number there. Internal candidates can update their consent from the Update SMS Consent link in Careers > Profile.
Note: If a candidate changes their mobile number or country code, all of their previous conversations are archived.
When external or internal candidates receive the first message in a conversation, they also receive a welcome message on their phone with your company name identified. The message informs them they can reply STOP to the message to unsubscribe. If they reply STOP, their SMS consent is turned off and they can't send or receive text messages for any conversation. In this case, they can't update their consent from their account settings.
To restore their consent, candidates must reply START to the same phone number that they replied STOP to. If they replied STOP to multiple messages, they need to reply START to the multiple phone numbers these messages came from. To find out which number (or numbers) they need to reply START to, candidates can go to the client career site, open their account settings, and click the Update link in the Short Message Service (SMS) section.
If candidates consented to SMS messages from a third-party job board such as Indeed and reply STOP to a message, they must reply START again to that same message on their phone. If they delete the message in this case, they can't access their account settings to find out which numbers they need to reply START to. To use SMS texting again, they would need to register with your career site using the same email address.
Send Messages to Candidates
When configured, this feature is available if you have the following role feature access:
- Recruiting > Recruiting > Actions > Send SMS Message
- Recruiting > Recruiting > Candidates > Communications Tab > SMS Messages
You can send candidates a message from the Contact > Send SMS Message menu option, available from the candidate grids throughout Recruiting. This menu option is only available for candidates who consented to receive SMS messages. You can see if a candidate provided their consent from the new SMS Consent column in the candidate grids.
When you request to send an SMS message to a candidate, the Communications > SMS Message sub-tab in the candidate's profile opens. If you requested a conversation from Job Requisitions, the conversation for the relevant job requisition, if available, is already opened. If this is the first conversation for the requisition, you need to click New Conversation.
To send a message in the conversation that's opened, type your message in the bottom of the left-side panel and click Send Message. Your message is added to the conversation with a timestamp. Click Refresh for a manual update, so that you can see the latest delivery status and any new candidate responses.
Note: The candidate won't see your name. If you want to identify yourself, mention your name in the message.
View Candidate Conversations
The conversations for each job requisition are listed in the left panel of the Communications > SMS Message sub-tab in each candidate's profile. You can go there to view all SMS conversations with the candidate. You can use the By list to sort the conversations.
Click any conversation to see all of its messages. Recruiting users can also see the conversations if they have access to the SMS texting feature and to the candidate. If anyone who is part of the conversation hasn't yet read a message, the conversation title and date are bolded. If you are expecting new messages to arrive, click Refresh to update the conversation.
Note: You can click the edit button to change the title of a conversation, if needed.
Conversations are linked either to a job requisition or to the candidate’s profile. To create a new conversation for a different job requisition, go to the SMS Message sub-tab of the candidate's profile and click New Conversation. You are asked if you want to link the conversation to a job requisition, and if you select Yes, you choose the job requisition. If you select No, a new conversation is created that is linked to the candidate's profile, not to any job requisition.
Note: You can only create one conversation per job requisition, plus one general conversation linked to the candidate's profile. The general conversations are shown in the left panel without an affiliated job requisition. After a conversation is archived, another conversation can be created in most cases related to that profile or job requisition.
Get Notifications
When you send an SMS message in a conversation, you automatically receive Message Center notifications when there are responses to the conversation.
In the Communications > SMS Message sub-tab, the conversation title shows the notification icon with a bell to indicate that you are receiving these notifications. If you don't want to receive them, select the conversation and click Message Notifications to turn them off. The notification icon changes to show a slash through the bell.
Other Recruiting users don't receive notifications automatically until they send a message, but they can use the Message Notifications switch to start or stop receiving notifications for a conversation.
Archive Conversations
An SMS conversation is archived in the following situations:
- When there is no activity for the configured number of days.
- When a user clicks the Archive Conversation button in the Communications > SMS Message sub-tab in Recruiting.
- When the candidate updates their mobile information (either the country code or the number).
When a conversation is archived, it becomes read-only. You can no longer use it to send another message to the candidate. If the candidate replies to the conversation, their message is not received. However, in most cases you can start a new conversation corresponding to the same job requisition or profile.
You can continue to access archived conversations as needed. They remain in the Communications > SMS Message sub-tab in the candidate's profile and have an archive status icon next to them.