Every job stage campaign* consists of three sections:
The 'Welcome' message
The 'Campaign Modules'
The 'Conclusion' message
*Exception: Rejection stage type; uses a single-message blast.
Welcome message
The welcome message is the first message we deliver for every campaign. WhatsApp must approve every welcome message. This is to limit spam.
If you're interested, you can read more about the underlying tech for Mercu welcome messages (Meta calls them 'Templates') here.
Every campaign gets created with an already approved default welcome message. You can edit this welcome message. However, any edits must be approved by WhatsApp. This happens automatically when you submit the welcome message after editing it.
Approval for custom welcome messages typically takes anywhere from 1-5 minutes. You will receive an email once your custom welcome message was either approved or rejected.
If you welcome message was rejected, please check the following:
The welcome message doesn't start or end with an emoji
There are no blank spaces at the beginning or the end of the welcome message
The welcome message makes sense and has at least 30 characters
The welcome message doesn't use offensive language
If you can't figure out why your welcome message was rejected, please reach out to us via Intercom.
When cloning a job, we clone all job stages and their campaigns, including approved welcome messages. This means, there is no need to resubmit the welcome message for any cloned job.
Campaign Modules
Content Module
The Content module allows you to share content with candidates. It supports text, video (pasting YouTube links works best), images, and documents.
A Content module can consist of one or many blocks. Each block within a Content module gets sent as an individual message in sequential order.
To ensure the best conversational experience, we highly recommend limiting each Content module to a maximum of four blocks. Additionally, we highly recommend not using more than 300 characters per block - the shorter, the snazzier.
Question Module
The Question module allows you to screen candidates for personal information or quiz them on topics relevant to the application process. There are seven types of questions for you to choose from.
Short answer
This is to collect a short answer from the candidate. We see customers use this for a variety of question. From simple questions like 'When can you start?' and 'What suburb do you live in?' to behavioural questions like 'When did you last handle a difficult customer conversation?' or 'What makes great customer service?'.
You can read about AI scoring for short answer questions here.
Yes/No
This is to ask questions that can be answered with 'Yes' or 'No'. For example: 'Can you work weekends?' or 'Do you have valid working rights?'.
True/False
Similar to Yes/No questions, this is to ask questions that can be answered with 'True' or 'False'.
Multiple Choice
Multiple choice questions allow you create pre-defined choices for answering the question. While there is no limit on the answer choices, we strongly recommend keeping it to maximum 6. Anything beyond that makes for a bad user experience.
Mapped Response
Mapped response questions must be used when collecting candidate details that are relevant for integrations with third-party systems, like an HR platform, payroll, or rostering.
For now, the only option for Mapped Response is email.
Scale
Scale questions allow you to ask candidates to answer questions based on a given scale. Scale questions are usually used for collecting feedback or rating an experience ('On a scale of 1-5, how would you rate the group interview?').
Acknowledgment
Acknowledgment questions can only be answered with 'Yes' and are thus used for getting candidates to acknowledge specific issues. For example: 'Please acknowledge that you have read our privacy policy.'
Collect Module
The Collect module allows you to collect documents and files from candidates. By adding a Collect module, we will send the candidate a message to either upload the specified file or take a photo of it.
Video / Voice Interview Module
The Video / Voice Interview module allows you to set up asynchronous video or voice interviews. This means, you specify 1-3 questions, which we then send the candidate. They record their answers to these questions in their own time.
You will then receive their submitted video / voice answers.
Schedule Module
Only Schedule stages contain a Schedule module. You cannot delete the Schedule module and the Schedule module is fixed to be the last module in any Schedule campaign.
The Schedule module sends the link, which opens the web UI for interview scheduling.
Conclusion Message
The conclusion message is the final message we send for each campaign. It doesn't require WhatsApp approval.