Why wasn't my text message able to be delivered?

If your text to a candidate can’t be delivered, a notification will appear on the candidate’s timeline. There are two cases where this can occur.

• Unreachable number: The phone number used is not in service or unable to receive texts. For example, the candidate may have provided a landline number. Check with the candidate over email to verify the phone number. To add or edit a candidate’s phone number:
  1. Click the 'More actions' menu on their profile and select Edit Candidate
  2. Find the phone number field and click on it to update it
  3. Save the changes to exit the editing mode; the number will now be updated
• Blocked by carrier: A candidate's cell phone plan carrier can block text messages (even legitimate ones) if they determine the message to be spam or to be a security risk. Carriers do this to protect their customers. Blocks can be impacted by candidates who report your message as spam to their carrier.
• Restricted content or industry: Carriers in the US and Canada block SMS/MMS messages that reference certain restricted categories — for example, cannabis, CBD, kratom, or drug paraphernalia; even if the reference is incidental, such as being part of a business name. Businesses that operate primarily in these industries may also be blocked from sending any texts at all, regardless of what the message says. This filtering is enforced by mobile carriers and Workable's messaging provider, not by Workable, so specific words can't exclude specific words on our end.

Follow the best practices below to help ensure delivery.

Best practices for texting candidates

• Confirm the candidate's consent to receive texts: Before texting a candidate, ensure they agree to be contacted by text. 
• Introduce yourself: When texting a candidate for the first time, ensure they know who you are and why you're reaching out. They may not have been expecting a text and might not be sure who's contacting them.
• Keep the message short: Texts are best for short messages. Detailed messages (more than a paragraph) are better suited for email.
• Personalize the message: Sending the exact same message to different candidates over and over makes it more likely that the carrier will think it is spam.
• Use links sparingly: If a link is included, carriers are more likely to think that the message could be spam.
• Avoid "flashy" messages: Don't use capital letters, hyperbole, or aggressive language. These tactics may seem to be more eye-catching but could cause candidates to mark your message as spam.