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Texting Candidates/Contacts in RecruitCRM (New UI)

This article explains how to send and receive SMS text messages to candidates and contacts directly from Recruit CRM

Written by Dia Shukla

Important notes:

1. We use Twilio to power our texting integration.

2. The texting feature is currently available only for the following countries: USA, UK, ISRAEL, HONG KONG, CANADA, & SWEDEN. It allows for sending messages within the country, international messaging is currently disabled.

3. The calling and texting feature is available on the Pro plan and above.

4. To send a text message, Recruit CRM requires you to obtain the consent of the message recipient and agree to Twilio's new messaging policy.

5. US-based clients first need to register with Twilio to start texting. Here's how you can do this

6. Users in the UK are required to complete a KYC form in order to use the texting feature. Texting will only be available after the KYC form is submitted and approved. ➡️ Learn more about KYC here.

7. Failed SMS will be chargeable and can be viewed in the message log under Phone Calling and SMS Settings.

8. The default texting number used for outbound SMS cannot be used to make or receive voice calls.

What this feature does and when to use it?

Recruit CRM's Texting feature, powered by Twilio, allows you to send and receive SMS messages with candidates and contacts directly from within Recruit CRM. You can manage one-to-one or bulk SMS outreach, use reusable SMS templates with placeholders, view conversation history from the record, and monitor SMS usage and costs, all without leaving the platform.

💬 Setting up texting in Recruit CRM

1. Buying credits for texting

You will need to purchase credits to send and receive messages. You can do this from Admin Settings >>> Phone Calling & SMS Settings:


Now click on the green "Buy Calling Credits" button to add calling & texting credits.

Texting Costs Overview

To check the texting price on Twilio:

Outbound SMS Cost = $0.00XX (Texting Cost) + $0.00XX(Carrier Cost) *1.25
Inbound SMS Cost = $0.00YY (Texting Cost) + $0.00YY(Carrier Cost) * 1.25

  • SMS cost is calculated after the message is delivered, based on the number of segments used. This includes messages with emojis, non-GSM characters, and regular English text.

  • Because the cost depends on segments, the final amount charged may differ slightly from the "expected" SMS cost you see before sending the message.
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    You can learn more about how segments are calculated from this Twilio Article on Segments.
    To estimate the number of segments in your message, you can also use the Twilio Segment Calculator.

  • Carrier charges are also calculated per segment.

  • Incoming SMS will only be charged for one segment, even if the received message has more than one. Also, incoming SMS carrier charges apply only for the US, not for other countries.

  • For failed messages, we charge a flat $0.001 processing fee, which includes our margin.

  • For other delivery statuses - sent, delivered, undelivered, or delivery unknown - we charge the normal full cost:
    ​Total cost = 25% of [message cost + carrier cost]

  • SMS Charges for Unique Recipients:

    A charge of $0.05 per unique recipient will be deducted immediately when a message is sent to a unique recipient for the first time in a calendar month. Each recipient is charged only once per month, regardless of how many messages you send them.

    Here is the pop - up which states that you will be charged $0.05 for each unique recipient per month and that this will be deducted from your phone calling and SMS credits according to Twilio’s volume pricing.

Example Calculation:

If you send an SMS to a recipient, the charges applied are as follows:

1. SMS + Carrier Charge Calculation:

  • Example values: SMS charge = $0.0079, Carrier charge = $0.005.

  • Formula: (SMS Charge + Carrier Charge) * 1.25

  • Calculation: (0.0079 + 0.005) * 1.25 = $0.0166 ≈ $0.016 per SMS

2. Monthly Active Users (MAU) Charge Calculation:

  • $0.05 per unique recipient per month.

  • This charge is applied only once per recipient per month, regardless of the number of SMS sent.

Scenario:

If you send 5 SMS to a single recipient:

  • SMS Charges: 5 * $0.016 = $0.08

  • MAU Charge: $0.05 (applied only once per recipient per month)

2. Set up a Texting number and Messaging Candidates/Contacts

  • Once you have bought the credits, your account is all set for texting. As and when you hit the "send text message" button, a number is auto-assigned from the backend for texting, for your entire account based on your geographical location- this means that all the users on the same account get assigned the same texting number.

    A token fee is charged for the number which varies from country to country. Example: The US and Canada charge $1 per month as a token fee for the texting number.

  • To send an SMS to a Candidate/Contact, click on the phone number to see the "send text message" icon. Now click on the icon to open the Text Message Window.

  • Once you click on this you will have the following three options:

    1) Send Text Message

    2) View all messages

    3) Open Whatsapp in New Tab

  • Click on the "Send Text Message" option to send a new message. Before sending the text message, you'll first need to ask for the consent of the person you're contacting.

  • Select the "Request consent through email" option to send the link for the consent form.

  • After the Candidate/Contact has given their consent, when you click on the "Send Text Message" option, you'll be redirected to the chat where you can send and receive messages. ​

Recruit CRM checks for SMS consent when sending messages in bulk. Candidates/Contacts without recorded consent will show an “SMS consent pending” validation and must have their consent recorded before they can receive bulk SMS messages.

  • You can create and use SMS templates and insert Placeholders to make your messages more personalized. You can also see the charges applied for the SMS you send within the same window.

Only Admins and Account Owners can create SMS templates by default, but Account Owners also create custom roles with access to SMS templates. You can create new templates from Message Templates inside your Mailbox.

  • You can view all the text messages with a Candidate/Contact in the Messages tab on their profile:

You can see the Message Logs in Admin Settings >>> Phone Calling & SMS Settings under the Message Logs section:

You can also view the Message Logs in Mailbox under the Message Logs section as well:

Message logs are visible only to SMS enabled accounts.

3. Sending Text Messages in Bulk:

Pro plan and above users can also text candidates/contacts in bulk. Learn how:

Bulk texting candidates and contacts

4. Sending WhatsApp Messages:

Once you click on the "Send Text Message" icon we also give an option to "Open Whatsapp in New Tab".

You'll be directed to a new WhatsApp window where you can send WhatsApp messages directly to the Contact/Candidate you have selected:

If you have not linked your device with WhatsApp Web you will be asked to do this:

Once you've linked your device you can send WhatsApp messages! There are no extra charges for WhatsApp messaging, it applies only to SMS texts.

Note: The Whatsapp messages sent and received will not be recorded under the "Messages" tab of the record. Only SMS texts through RecruitCRM will be added there.

Note: Currently whenever you click on the WhatsApp icon in Recruit CRM, it automatically navigates to WhatsApp Web but if you want to navigate to the WhatsApp desktop application, here is a workaround you can try:

You can download the extension from this link to get started.

1. Go to Manage Extensions in your browser.
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2. Enable Developer mode.
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3. Click Load unpacked and select the extracted folder that you just downloaded for the extension.
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​4. Once loaded, you can pin that extension for easier access.
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​5. You can easily choose your preferred app and the default mode by right-clicking the extension icon and opening the Extension Settings. From here, you set the default app as Whatsapp and the default mode as Desktop App.
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6. Now, to contact a record, simply go to their profile in Recruit CRM and click on the extension. It will then take you directly to their WhatsApp in your desktop app.

Twilio A2P Messaging Registration

The registration is only necessary for US-based clients.

To ensure that SMS messages are reliably received by consumers, U.S. carriers have established A2P messaging channels, such as shortcodes, toll-free numbers, and A2P 10DLC.

Every agency using Twilio to send SMS through Recruit CRM must comply with these messaging services by registering through a Google Form and paying a registration fee based on their usage.

The registration fee for most users falls under the "Standard Campaign," "Low Volume," or "Mixed Campaign" categories, which can cost up to $15.5 per month (Related Article) depending on the services they wish to avail.

This will be charged to your registered card on file with us. Regarding the candidates’ and contacts’ consent, we’ll be creating a medium within Recruit CRM, so an email can be triggered to collect the consent for sending SMS.

The verification process for registration typically takes two to three weeks due to Twilio's three-stage process for ensuring compliance.

Twilio's KYC form for UK users

The KYC form is only required for UK-based customers

To protect consumers from fraud, spam, and bad actors Twilio has implemented a Know Your Customer (KYC) policy. These mandatory regulations require businesses and organizations to submit their KYC information and become verified by the local authorities before they can begin texting or calling their customers.

Learn more about Twilio's KYC policy here


Every agency based in the UK that wishes to send SMS messages through Recruit CRM must comply with Twilios guidelines by filling in the KYC form. Users will not be able to use the texting feature until the KYC process is completed and approved by Twilio.

You can fill in the KYC form inside Recruit CRM under Phone Calling & SMS settings.

The evaluation process can take 1-2 weeks. You will receive an email notification once Twilio approves your KYC registration.
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You can also check the status of your form in the KYC tab.

Troubleshooting

Problem: Unable to send SMS messages

Likely cause: No credits purchased or plan does not include texting.

What to check:

  • Confirm you are on the Pro plan or above.

  • Check “Account Credits and Usage” under Phone Calling and SMS settings to ensure you have sufficient credits.

Resolution:

  • Upgrade to the Pro plan or above if needed.

  • Click “Buy Calling Credits” to add calling and texting credits.

Problem: SMS fails but still incurs a charge

Likely cause: Delivery failure at carrier or recipient side; processing fee still applies.

What to check:

  • Review the message log under Phone Calling and SMS settings for failure details.

  • Confirm the phone number is valid and within the same country.

Resolution:

  • Correct any invalid phone numbers and resend.

  • Be aware that a flat 0.001 processing fee applies to failed SMS.

FAQs

Q1: Which countries can use the texting feature in Recruit CRM?

The texting feature is currently available only for USA, UK, Israel, Hong Kong, Canada, and Sweden, and it allows for sending messages within the same country only.

Q2: Is international SMS supported?

No. International messaging is currently disabled. You can only send messages within the country associated with your texting number.

Q3: Who can create SMS templates?

By default, only admin and account owner roles can create SMS templates. Account owners can also create custom roles with access to SMS templates.

Q4: Are WhatsApp messages charged or logged like SMS?

There are no extra charges for WhatsApp messages from Recruit CRM, and SMS credits are not used. However, WhatsApp messages sent and received are not recorded under the Messages tab; only SMS texts sent through Recruit CRM are added there.

Conclusion:

By setting up credits, configuring your Twilio compliance (A2P or KYC where required), and using the in-app texting tools, you can send compliant, trackable SMS to candidates and contacts directly from Recruit CRM while keeping full visibility on costs and conversations; if you need further help, contact Recruit CRM support for guidance.

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