Communications

Overview

Leadline provides two methods for communicating with candidates — SMS Text and Email. Communications are logged automatically on the candidate profile and are visible to all users who have access to the candidate. This document covers everything you need to know about how communications work in Leadline, including templates, phone numbers, domains, opt-outs, and message flows.

→ See 105 - Candidates for more information on candidate profiles and how communications are stored.

Permissions Note: Sending communications to candidates and managing message templates require the appropriate permissions. If you are unable to perform any of the following actions, contact your Leadline administrator.

→ See 125 - User-Permissions for more information on communication and messaging permissions.

→ See 1101 - Update-User-Permissions for instructions on how to update user permissions.

What Communication Methods are There in Leadline?

Leadline supports two candidate-facing communication methods:

SMS Text — two-way text messaging with candidates
Email — one-way email messaging to candidates

How Do You Send SMS Text or Email Messages to Candidates?

→ See 1301 - Send-Email for instructions on sending emails to candidates.

→ See 1302 - Send-SMS-Text for instructions on sending SMS texts to candidates.

Note: When sending a message from a Candidate profile or the Candidate Drawer on the Candidates page, clicking the Send Message button will prompt you to select between Email or SMS Text before the composer opens. The appropriate modal launches based on your selection.

Can I Use Templates When Composing a Message?

Yes. Both the Email and SMS Text composer modals include a Templates dropdown — similar to the Smartlines dropdown. Click the dropdown to browse or search available templates. Selecting a template replaces the entire message body with the template content. The message can be freely edited after the template is applied before sending.

→ See 1306 - Create-Email-Template for instructions on creating email message templates.

→ See 1305 - Register-SMS-Campaign for instructions on creating custom SMS message templates.

Can You Send Communications to Multiple Candidates at Once?

Yes. Bulk communications can be sent to multiple candidates at once via email or SMS text. When using the bulk actions bar on the Candidates page or Submissions page, select "Email" or "SMS Text" from the Send Message button to launch the appropriate bulk composer.

→ See 1303 - Send-Bulk-Email for instructions on sending emails to multiple candidates at once.

→ See 1304 - Send-Bulk-SMS-Text for instructions on sending SMS texts to multiple candidates at once.

Does Sending Communications to Multiple Candidates at Once Create Group Threads or Chats?

No. All bulk communications are sent at the individual level. Recipients have no knowledge that other candidates are receiving the same message unless it is explicitly stated in the message body.

Can You Attach Files to Emails Sent from Leadline?

Yes. Files can be attached to individual emails sent from Leadline. Attaching files to email templates is not yet supported.

→ See 1301 - Send-Email for instructions on sending emails with files attached.

What are Message Flows?

Message Flows are a series of SMS texts that send automated follow-up messages based on a candidate's response. For example, a candidate might receive a text that says "Reply 1 to confirm your interview, reply 2 to cancel" — the candidate's reply then triggers the next message in the flow. This logic is configured within Message Flows.

How Do Message Flows Get Triggered?

Message Flows can only be triggered by Workflow events. They cannot be triggered manually.

→ See 113 - Workflows for more information on Workflow events and how they trigger Message Flows.

Can You Schedule Communications to Send at a Future Time?

Yes. Communications can be scheduled to send at a future time through Workflow automations.

→ See 113 - Workflows for full product knowledge on Workflows and how they automate communications.

→ See 1007 - Configure-Email-Automation for instructions on configuring automated emails via Workflows.

→ See 1008 - Configure-SMS-Text-Message-Flow-Automation for instructions on configuring automated SMS texts via Workflows.

Are Communications Logged Automatically?

Yes. All communications are logged automatically in the Activity tab of the Candidate profile — no manual logging is required.

→ See 902 - View-Candidate-Profile for instructions on accessing the Candidate profile to view communication events.

Does Everyone Have Visibility Into Communications to and From Candidates?

Yes. Any user who has access to a Candidate profile will have full visibility into all communications with that candidate — both sent and received. This is intentional to ensure that if prior communications exist between your organization and the candidate, they are not treated as a first-time applicant.

→ See 125 - User-Permissions for more information on which users have access to candidate profiles.

What Happens to Communications if a Candidate is Deleted?

If a Candidate is deleted, all communications between that candidate and your organization are permanently lost.

→ See 904 - Delete-Candidate for more information on deleting candidates.

SMS Text Communications

Note: The {{Company Name}} Smartline previously used in templates has been renamed. Templates now use {{Brand Name}} which populates with the Brand name assigned to the Position. → See 123 - Smartlines for more information.

Does the SMS Text Phone Number Provided by Leadline Support Two-Way Texting?

Yes. SMS texts through Leadline support two-way communication — candidates can reply and their responses are stored on the candidate profile.

What Happens When a Candidate Replies to an SMS Text?

When a candidate replies to an SMS text:

The reply is stored in the candidate profile under the Text Messages tab
A notification email is sent to the user who most recently texted the candidate, alerting them that the candidate has responded
An event is created in the Candidate Profile activity log

→ See 902 - View-Candidate-Profile for instructions on accessing the Text Messages tab on the candidate profile.

What is the Default SMS Phone Number Used to Communicate with Candidates?

The default sender number used to communicate with candidates is (941) 213-5240.

Can You Acquire Your Own Phone Number for SMS Texting?

Yes. You must register an SMS campaign with Leadline in order to acquire your own dedicated phone number.

→ See 1305 - Register-SMS-Campaign for instructions on how to register your own SMS campaign.

What is the Character Limit for SMS Messages?

All SMS Texts are Limited to 640 Characters (including spaces).

Are International Phone Numbers Supported?

No. Leadline currently only supports U.S. phone numbers for SMS text communications. Candidates with non-U.S. phone numbers are ineligible to receive SMS texts from Leadline. If a candidate with a non-U.S. phone number is included in a bulk SMS action, the message will not be delivered to that number.

Can You Send or Receive Images or Documents via SMS Text?

No. Sending images and other files via SMS text is not currently supported.

Can Candidates Opt Out of SMS Communications?

Yes. If a candidate replies "STOP" at any time, Leadline will recognize the opt-out and suppress all future SMS texts to that candidate. Candidates can opt back in by replying "START."

What are the Default SMS Message Templates Available for Use?

There are 5 default SMS message templates available. Items in {{brackets}} are Smartlines that automatically populate with the relevant candidate and position data when the message is sent.

1. Finish Application Reminder Best for sending reminders to candidates via SMS to complete their application.

[{{Brand Name}}]: Hi {{Candidate Name}}, we noticed you showed interest in applying for our {{Position Name}} position, but didn't finish your application. You can finish applying here: {{Position Url}} If you're no longer interested in this opportunity, reply "Not interested"

2. Not Interested Confirmation Sent automatically when a candidate replies "Not interested."

[{{Brand Name}}]: You will stop receiving SMS updates about this position. If you wish to receive SMS updates again about this position, reply "I'm Interested"

3. I'm Interested Confirmation Sent automatically when a candidate replies "I'm interested."

[{{Brand Name}}]: You will begin receiving SMS updates about this position again. Please note this position may not be available. Reply to this number if you have questions.

4. Submission Confirmation Best for confirming to candidates that their submission was received.

[{{Brand Name}}]: Thanks for applying! If selected, we will follow-up in the next few days with instructions to schedule an interview with our hiring team.

5. Invite to Interview Best for inviting candidates to schedule a meeting with your hiring team.

[{{Brand Name}}]: Hi {{Candidate Name}}, you've been selected to interview for the {{Position Name}} position! Book time with the hiring team here: {{Meeting Url}} If you are no longer interested in this opportunity, reply "Not interested"

→ See 123 - Smartlines for more information on how Smartlines work in SMS message templates.

→ See 1311 - Send-Meeting-Link-Via-SMS-Text for instructions on sending a meeting link to candidates via an SMS Text.

Can I Create My Own SMS Message Templates and Is There a Limit?

Yes. By default you are limited to 5 SMS message templates. To create custom templates beyond the default set, you must register an SMS campaign with Leadline.

→ See 1305 - Register-SMS-Campaign for instructions on how to register your own SMS campaign.

Email Communications

Does the Email Inbox Provided by Leadline Support Two-Way Emailing?

No. Leadline currently only supports a one-way email inbox. Candidates cannot reply to emails sent from Leadline — if a candidate replies, the email will bounce.

Best Practice: Since candidates cannot reply directly, it is recommended to include a line in your email body directing candidates to a contact address if they have questions — for example: "If you have any questions, please reach out to us at {{Email Address}}."

Can I Include My Email Signature When Sending Emails?

Yes. The email composer includes a toggle that allows you to include or exclude your email signature on a per-send basis. The toggle is on by default if a signature has been configured on your profile. Toggle it off before sending if you prefer to omit the signature for a specific message.

→ See 1312 - Configure-Email-Signature for instructions on how to configure your Email signature for sending Email communications.

What is the Default Email Address Used to Communicate with Candidates?

Leadline uses two default email addresses:

no-reply@leadline.io — used for all candidate-facing emails
notifications@leadline.io — used for all internal-facing emails such as user notifications

Can You Send Emails from Your Own Domain Within Leadline?

Yes. A custom domain and sender address can be configured within Leadline.

→ See 1309 - Configure-Email-Domain for instructions on how to configure your own email domain.

Can Candidates Opt Out of Email Communications?

Since Leadline provides a one-way email inbox, candidates cannot reply to opt out directly. Candidates who wish to be unenrolled from email communications will need to contact a Leadline user directly to request removal.

What are the Default Email Message Templates Available for Use?

There are 3 default email message templates available. Items in {{brackets}} are Smartlines. The subject and body of any template can be edited before sending if minor changes are needed.

1. Invite to Apply

Subject: Update Regarding Your {{Position Name}} Submission

[{{Brand Name}}]: Hi {{Candidate Name}}, we currently have an open position that we thought you might be interested in:

Name: {{Position Name}} Work type: {{Position Type}} Location: {{Position Location}} Salary information: {{Position Salary Information}}

If you're interested, you can apply here: {{Position Url}}

2. Finish Application Reminder

Subject: Update Regarding Your {{Position Name}} Submission

[{{Brand Name}}]: Hi {{Candidate Name}}, we noticed you showed interest in applying for our {{Position Name}} position, but didn't finish your application.

You can finish applying here: {{Position Url}}

3. Invite to Interview

Subject: Update Regarding Your {{Position Name}} Submission

[{{Brand Name}}]: Hi {{Candidate Name}}, you've been selected to interview for the {{Position Name}} position!

Book time with the hiring team here: {{Meeting Url}}

→ See 123 - Smartlines for more information on how Smartlines work in email message templates.

→ See 1310 - Send-Meeting-Link-Via-Email for instructions on sending a meeting link to candidates via an Email.

Is There a Limit to How Many Email Message Templates You Can Have?

There are 3 default email message templates. You can have up to 10 email message templates total. If you require more than 10, contact your Leadline representative.

Can I Create, Edit, and Delete Email Message Templates?

Yes.

→ See 1306 - Create-Email-Template for instructions on how to create a new email template.

→ See 1307 - Edit-Email-Template for instructions on how to edit an existing email template.

→ See 1308 - Delete-Email-Template for instructions on how to delete an email template.

What are Smartlines?

Smartlines are dynamic placeholders used in message templates that automatically populate with the relevant candidate, position, or organization data when a message is sent.

→ See 123 - Smartlines for full product knowledge on Smartlines and how they are used in messaging.

105 - Candidates — Learn how communications are stored on the Candidate profile
113 - Workflows — Learn how Workflow automations trigger communications and Message Flows
123 - Smartlines — Learn about Smartlines and how they are used in message templates
132 - Brands — Learn about Brands and how the {{Brand Name}} Smartline replaced {{Company Name}} in message templates
125 - User-Permissions — Learn about permissions that affect sending communications and managing templates
902 - View-Candidate-Profile — Instructions for accessing the Candidate profile and viewing communication history
904 - Delete-Candidate — Learn what happens to communications when a Candidate is deleted
1007 - Configure-Email-Automation — Instructions for configuring automated emails via Workflows
1008 - Configure-SMS-Text-Message-Flow-Automation — Instructions for configuring automated SMS texts via Workflows
1101 - Update-User-Permissions — Instructions for updating user permissions for communications and messaging
1301 - Send-Email — Instructions for sending an email to a candidate
1302 - Send-SMS-Text — Instructions for sending an SMS text to a candidate
1303 - Send-Bulk-Email — Instructions for sending emails to multiple candidates at once
1304 - Send-Bulk-SMS-Text — Instructions for sending SMS texts to multiple candidates at once
1305 - Register-SMS-Campaign — Instructions for registering an SMS campaign to acquire a dedicated phone number and create custom SMS templates
1306 - Create-Email-Template — Instructions for creating a new email message template
1307 - Edit-Email-Template — Instructions for editing an existing email message template
1308 - Delete-Email-Template — Instructions for deleting an email message template
1309 - Configure-Email-Domain — Instructions for configuring a custom email domain and sender address
1310 - Send-Meeting-Link-Via-Email — Instructions for sending a meeting link to candidates via email
1311 - Send-Meeting-Link-Via-SMS-Text — Instructions for sending a meeting link to candidates via SMS text
1312 - Configure-Email-Signature — Instructions for configuring your email signature for candidate communications
101 - Platform-Links — Direct link to the Communications section of the platform

Communications

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