Fountain seamlessly integrates WhatsApp into its workflow allowing you to message applicants in real-time to discuss the Opening they are applying to and answer any questions they may have. For information on WhatsApp eligibility, availability, and requirements, see Get Started with WhatsApp on the Help Center.
WhatsApp is an optional add-on feature in Fountain. To add WhatsApp to your account, contact your Customer Success Manager.
Adding a WhatsApp Number to a Location
Fountain allows you to tie WhatsApp numbers to specific Locations, thus allowing you to message applicants in all Openings tied to that location from the same phone number. To add a WhatsApp number to a Location:
At the top of any Fountain screen, click Jobs and then click Locations in the dropdown.
Click the Actions button to the left of the Location to which you would like to add the number. Click Edit.
The list of Locations will be under your list of Location Groups.
Scroll down to the settings for WhatsApp Profile and select the WhatsApp sender number from the dropdown menu.
Adding WhatsApp Option in Application Form
Embedding WhatsApp in your application form will add this feature to all Openings that use that form. New applicants will be able to select their preferred messaging platform when they apply for an Opening. To add WhatsApp to an application form:
At the top of any Fountain page, click Jobs and then click Openings in the dropdown.
Find the Opening for which you would like to enable WhatsApp and click on it to open the Opening's Applicant Table.
Click the Settings gear to the right of the screen and then click Edit Job Details.
Click Edit Location.
Scroll to the bottom until you reach WhatsApp Profile and select a WhatsApp Profile number to use for your Location.
Important Note:
Assigning a WhatsApp Profile to a Location will enable the WhatsApp option on the application form for all Openings associated with that Location. If you wish to isolate a single or group of Openings in the same location area to use WhatsApp, Fountain recommends creating a separate Location Group and assigning your desired Openings to that new Location Group.
Using and Sending Templated Messages
WhatsApp has strict guidelines to protect applicants from unwanted and unsolicited messages. As a result, every conversation with an applicant in WhatsApp must be initiated with a template.
If the applicant responds within 24 hours to the initial templated message received, a 'session' begins. Once the session is initiated, you can communicate freely with the applicant without the use of a template. If either party fails to respond within the 24-hour time allotment, the session ends and you must use a template to re-initiate the conversation.
All WhatsApp templates must be pre-approved by WhatsApp. Fountain provides a list of pre-approved templates from which to choose. You also have the option to create your own templates and submit them for approval, which typically takes 24-48 hours but may take longer.
Similar to SMS templates, WhatsApp templates can be sent manually or as automated messages (e.g. appointment reminders or follow-up messages). When manually sending messages, you can still choose a template from the drop-down list of available templates.
See WhatsApp Message Template Guidelines on the Help Center for details on message template types.
Creating Templated Messages
To create a templated message, follow the steps below:
Click your initials in the top right corner of any Fountain screen and then click Company Settings in the dropdown.
From the list of settings on the left, click WhatsApp Templates under App Settings.
Click the blue Add Template button and create your template.
Use Template Translations to add language translations to a template. WhatsApp only allows 250 templates for each business account, so it is always better to add translations to a template than to create new templates for additional languages.
Toggle the Quick Reply switch to add quick reply options on your template.
Utilize Merge Keys to quickly pull in applicant information provided on their application form, thus making templated messages personalized to the applicant.
Click Save Template.
Important Note
WhatsApp requires that all message templates be approved prior to their integration into your Fountain Workflow. Open a specific template from your Company Settings to see the status for each template. Refer to Meta's Message Template Guidelines and Recommendations and Best Practices for Creating WhatsApp Message Templates for detailed guidelines on the approval process.
Sending WhatsApp Messages by Applicant Type
New Applicants
Click the applicant's name from the list of all applicants within the Applicant Table or Universal Applicant View. This will open their Applicant Profile.
Since initial contact with an applicant must be a templated message, the chat input is blocked by a warning panel to ensure recruiters do not send freeform text. In that box, click Select a Template to initiate contact. A list of all templates, both custom-created and approved by your company as well as pre-approved Fountain messages, will appear.
The selected template will auto-populate in the chat window. The green send button confirms this to be a WhatsApp communication, whereas SMS messages have a blue send button. This will initiate the 24-hour window in which the applicant has the opportunity to reply, thus beginning a 'session' in which you can free-form communicate.
Freeform Messaging Applicants
As soon as the applicant responds, the chat input opens and freeform messages can be sent to the applicant for the next 24 hours.
Once 24 hours have passed without communication on behalf of you or the applicant, the chat window will once again bar you from sending a freeform message and require the use of a template. Once the applicant responds to this message, a new session will begin once again, allowing freeform communication.
Integrating WhatsApp Messages Into a Workflow
To enable automated messages within a Workflow:
Click Jobs from the top toolbar of any Fountain screen and then click Workflows.
Click the Workflow for which you would like to integrate automated WhatsApp messages.
Click the Settings gear and then click Edit Workflow. In the Workflow Editor screen there will be an option to add WhatsApp.
Clicking Add WhatsApp opens a page showing the list of your WhatsApp templates, where you can preview and select the correct message. Only approved WhatsApp templates will be available for selection.
Integrating WhatsApp Into a Workflow
You have the option to message applicants directly from the Applicant Table by adding a custom column. To enable a custom column:
Click Applicants form the top banner of any Fountain screen and then click Applicant Table.
Click the Customize Columns button on the right side of the screen.
Search for Phone Platform and drag the column to the desired position in the Applicant Table. Click Save.
Once your column is enabled, you will be able to see whether an applicant has selected WhatsApp or SMS for their referred messaging platform based on the icon in the column.
Bulk Messaging Applicants
Fountain allows you to send bulk messages to all applicants in an Opening. To message a group of applicants:
On the Applicant Table or Universal Applicant View, find the applicants you would like to bulk message.
Check the Select All checkbox on the left, or check the boxes to the left of each individual applicant to select each manually. Click the Message icon in the bulk actions menu at the bottom of the screen.
A message window will appear, allowing you to send SMS messages to the selected applicants. Add an SMS message and select a WhatsApp template for this initial contact. The message will be previewed in the mobile view. Click Send.
For additional questions and support, email [email protected].