Engagements

Overview

This article covers engagements in Bullhorn Automation. Survey Engagements Using Automation to interact with Candidates and Clients. Typically done through Survey and chatbot., Chatbot engagements, and chat settings will all be touched on.

In this Article

• Accessing Engagements
• Creating Engagements
• Survey
  • Survey Settings
  • Building Your Survey
  • Adding Engagements to Automations
  • Testing Surveys
  • Survey Metrics
  • Acting on Responses
  • FAQ
• Chatbot
  • Chatbot Setup
  • Chatbot Strategies
• Chat Settings
  • Add Survey Responses to a Single Note
  • Hide Survey Responses from ATS Activity Feed
  • Send Notifications After Each Survey Complete
  • Send Survey Responses as CSV Once a Week

Accessing Engagements

To access Engagements, navigate to the Engagements tab as seen below:

Creating Engagements

1. Click the Add Engagement button and select Blank Engagement, or select a blueprint.
2. Select your Engagement type based on which automation entity type it will be added to.
   • For example, submission-based engagements can only be added inside of a submission-based automation.
     
3. Once you select the Engagement entity type, you can give your Engagement a unique name and choose whether your Engagement will be a Survey or a Chatbot.

Survey

1. Click Save to create your Engagement.
2. From there you can amend the Survey Settings and start building.
   
3. After you have filled out the information in the Settings window, press Save and you can begin to create your survey.

The survey will be taken on your website using the Bullhorn Automation integration. Make sure the Bullhorn Automation script is added to the page first. Like the example below, the survey will appear at the top of an existing page.

Survey Settings

Survey Webpage

Enter the website address where you would like the survey to be displayed. Typically, this is your company's homepage. Still, the survey can be taken anywhere else on your website as long as the Bullhorn Automation Script is added to the header of that page.

Add Survey Responses to a Single Note

Checking this box will allow you to gather any of the survey responses into a note that can be added to the Contact's ATS record. A note type must be selected for this to work. Notes can only be added to the record of the person who took the survey.

After clicking the choice to add survey responses to a note, a drop-down menu will appear where you can select the note action for this survey. This is the note type that will appear inside of your ATS on the Candidate's record. If you wish to choose a note type that is not listed, please contact your ATS admin to have this added to your system first.

Hide Survey Responses from ATS Activity Feed

Checking this box will allow you to hide responses to all questions in the survey from the activity feed on the Automation tab in Bullhorn ATS. However, the survey responses will still be visible when logging directly into Bullhorn Automation.

Send Notifications After Each Survey Complete

Checking this box will allow Bullhorn Automation to send an email notification for every taken survey that will include the Contact's responses. The notifications will come from notifications@herefish.com. We recommend having your IT team white label this email as a safe sender if they haven't already.

After this option is selected, the following three options will appear:

• Send notification to record owner: This will send a notification to the entity owner. This will always be sent to the Candidate or Sales Contact owner.
• Send notification to additional email(s): You can send the survey response to multiple email addresses in this field, separated by a comma or semicolon.
• Change notification message: Selecting this option allows you to customize the notification message that is sent to the record owner and additional email addresses. This will also include the Contact's individual survey responses. You can include information here as it relates to the survey entity type selected.
  • If this option isn't selected, Bullhorn Automation will send the default notification which contains basic information.
  • This option is helpful if you want to include the Submission or Placement merge tags with the Candidate or Sales Contact survey response. Just make sure that the survey type is either submission or placement-based.
  • The picture below is an example of the kind of information you can include with a submission-based survey customized notification message:
    

Send Survey Responses as CSV Once a Week

Select this option if you would like all survey responses to be delivered as a CSV file to specified recipients. Enter the email address(es) that should receive the CSV file in the box, separated by commas.

• The CSV will be sent each week on Monday at 11:00 AM ET. This sending time is hard-coded and cannot be changed.
• The CSV includes the survey responses for each question, as well as any information from fields that are synced with Bullhorn Automation based on the survey entity type. For example, if you have a custom field synced from the Submission record, e.g. %SUBMISSION_CUSTOMTEXT4%, which houses your company branch, this will appear as a column in the CSV delivery as well.
  

Building Your Survey

Survey Header

This will be the first message the Candidate or Contact will see at the top of the survey and can be customized.

Survey color schemes can be updated to match your internal branding. Visit your Company Settings page to make these adjustments.

Questions

You can insert as many questions as you like and reorder them anytime. You can insert seven types of questions into a survey (eight if you have the Upload Resume question set up and nine if you are building a candidate-based survey).

• Single Line Text: Responses to your question are entered in free form. An example is: "How did your recruiter ensure you had a great experience?"
• Choose One Answer: Survey takers select a single choice from several options. An example is: "Are you interested in relocating? Yes or No".
• Choose Multiple Answers: Survey takers select from multiple choices. An example is: "What types of jobs are you interested in?"
• NPS Net Promoter Score. A metric used to measure customer satisfaction, loyalty, and enthusiasm.(Net Promoter Score): A number scale selection in response to a question. You can choose either a 1-5 or 0-10 scale. An example is: "How likely are you to refer us to a friend or colleague?"
• Rating: Similar to capturing an NPS, this is a number scale selection in response to a question, either 1-5 or 0-10 scale. An example is: "How would you rate your experience with us?"
• Date: You can use this to capture a candidate's availability to work. An example is: "When are you available to start a new role?"
• Statement: You can insert a statement for the survey taker. An example is: "You’re almost there; just a few more questions."
• Add Branch: Only available via a candidate-based survey. See Engagement Survey Branching for more information on this.
• Ending Message: This message will show to a survey taker when they have completed the survey. An example is: "Thank you for your time!"
  

When a contact takes a survey, they can change any of their answers up until they select "Complete." Each time they answer, it will be saved to Bullhorn Automation. If the survey is set to update Bullhorn ATS ATS fields, then the value will update each time they change the answer.

Adding Engagements to Automations

Adding Engagements to automations works just like adding any other email, text, or note step in Bullhorn Automation. This means they can be launched automatically anytime something happens in your ATS, such as a certain number of days after a candidate's start date, or for feedback following an interview.

Take the following steps to add an Engagement to any automation:

1. While in your chosen automation, click the Plus icon + then select Send Engagement.
2. Select the survey you'd like to insert from the drop down.
   • The survey must be created first. See the Creating Engagements section for instructions.
3. Select the Delivery Method from the following options:
   • Text Message: The survey will be inserted in the text message as a link. You can customize the other details of the text message.
   • Email: The first question of the survey is inserted into the email. When the Contact answers that question, they are taken to the survey.
     

Testing Surveys

Follow the steps below to test a survey to see what it is going to look like from the user perspective.

1. Select the Test Survey button.
   
   
2. Insert your email into the Recipient Email field.
3. Select a contact in the Which sales contact would you like to use to fill merge tags? field.
   • You can leave this blank, or use a test record. If left blank, a contact will be randomly selected for you.
   • If the Contact does not have the information filled in on their Bullhorn ATS record, then the merge tag will be blank.
4. Click Send.

Survey Metrics

Similar to automations, you'll see a View Metrics option at the top of each survey page. Clicking this will allow you to view your metrics in summary and by the individual response. 

Summary

Depending on your question type, you'll see a different chart or list of answers, as seen in the example below. You'll see the answers by score, the NPS score, and the average for NPS questions. Text questions list the most recent replies, and you can click to view more. Choice questions display the percentage that gave each response.

All survey data can be exported by clicking Export to CSV at the bottom of the page.

Responses

The Responses tab shows every response you've received with each answer. You can also export all of the responses, including additional information about the person who completed the survey.

Filtering

Two quick filters allow you to filter by survey response or when the survey was completed. You can also filter your survey responses by any information from the person who took the survey. This lets you see answers by the recruiter, client, branch, or custom fields.

Acting on Responses

Every question and answer to your survey is fully searchable and actionable in Bullhorn Automation. This makes it easy to collect responses and quickly act on resolving problems or take advantage of new opportunities.

When building lists, you'll see an option to search for survey responses. This allows you to create dynamic lists of anyone who answers a certain way, then add them to another automation.

FAQ

Why was the survey marked as “Complete” if the Candidate or Contact did not complete the survey?

If a candidate or contact fills out all of the required questions, then the survey is marked as "Complete."

In a list criteria, what's the difference between "Taken Survey" and "Submitted Survey"?

• Taken Survey: This refers to the Contact clicking the survey URL and answering any of the questions.
• Submitted Survey: This means the Contact answered all required questions in the survey and clicked “Submit” at the end.

Chatbot

A Chatbot is a digital communication tool that allows you to provide a branded platform to clients and candidates as part of your website and talent platform. It combines a number of Bullhorn Automation features to offer a 24/7 digital recruiter experience. Chatbot's main features include:

• Branding: Name and brand the Chatbot to match the look and feel of your website for a consistent experience.
• Keyword branching: Chatbot selects the next question based on keywords used in the previous free-text answers instead of preselected questions or answers.
• Jump to chat: Chatbot jumps from one chat flow to another based on logic, avoiding repeating questions.
• Recruiter handoff: Trigger the start of text message conversations via Bullhorn Messaging in real-time with a visitor’s recruiter or owner.
• AI Job Match Uses AI to match Jobs to Candidates.: Use the AI Job Match functionality to display jobs that match the candidate within the chat.

Candidates and clients access the Chatbot via your agency's website, and the chat flow (interaction types/questions asked) depends on the journey they have taken to get to that point. All chat flows can be custom-created just like Surveys, and blueprints are provided for common use cases. Chatbot provides more touchpoints for candidates and clients, helping with the following:

• Lead capture: Capture information from new visitors to your website.
• Refresh data: Capture up-to-date information and sync back in real-time.
• Application: Have people answer knockout or pre-screen questions.
• Check-ins: Have candidates provide a place to check in on day one.
• Feedback: Capture general and NPS-style feedback at any time.
• Referrals: Acquire referrals from happy candidates and notify teams.

For more benefits of Chatbot, see the Say Hello to Chatbot, Your 24/7 Digital Recruiter blog post.

For a deeper rundown of how Chatbot works, see BWB #1: BH Automation Chatbot: A Guide.

Chatbot Setup

Creating a Chatbot

To create a Chatbot, navigate to the Engagements tab and select Add Engagement. When you create an Engagement, you can select from a variety of Survey and Chat blueprints or create a new one. After selecting your Engagement type and entering a unique name, you have the option to create either a Survey or a Chatbot.

For an in-depth guide to creating Engagements, see Survey Engagements.

Chatbot Settings

To access Chatbot settings, go to Settings > Company Settings > Engagement Branding. The settings available are as follows:

• Chat Header Icon: Choose whether to display a robot icon or no icon.
• Chat Header Text: Choose your Chatbot name.
• Default Candidate Chat: Choose which chat will display to a known candidate returning to your website.
• Default Sales Contact Chat: Choose which chat will display to a known client contact returning to your website.
• Default New Visitor Chat: Choose which chat will display to new visitors to your website (or existing people on new devices).
  • You cannot use merge tokens, dynamic jobs, or any other personalization in New Visitor Chats because there won't be any stored information on this individual.
    

See Chat Settings if you are looking for additional chat setting help.

Best Practices

• Include statements between questions to keep the flow of the chat conversational.
• You can branch off from all question types, including free text responses. Default branches contain all the answers not selected, so you don't need to specify all options when configuring branches.
  • Single Line Text branching allows you to craft custom experiences based on the answers individuals provide.
• Use Jump to Survey/Chat to efficiently link together connected aspects of your process, create funnels, and route candidates and clients to the correct people internally.
• The Send Text step allows you to send a text message to the candidate and client, so you can immediately transition a Chatbot conversation into a real-time conversation with the right person.
• Use the Display Jobs step to display dynamic matching jobs to candidates.

Chatbot Strategies

Engagement

You can implement Chatbot differently depending on the type of engagement you're interested in:

• Active engagement: A chat designed for direct engagement with a person clicking on a call to action. This could be answering knockout questions, providing feedback via an NPS Survey, or responding to candidate refresh campaigns to update their data.
• Passive engagement: A chat designed to interact with a known visitor on the website. This still originates with a call to action (from an email, for example) to visit the website. Chatbot is there in case the visitor has any questions, is looking for jobs, needs to update their information, or wants to speak to their recruiter.
• Unknown engagement: A chat designed to interact with unknown visitors that visit the site organically. Instead of a call to action, visitors will have landed on your site from, for example, a digital ad campaign. This chat is designed to perform lead generation activities by capturing a new visitor’s information and potentially converting them into a candidate or client.

Use Cases

Here are some suggested use cases:

• Candidate Refresh: Ask existing candidates if their information is up-to-date and give them the opportunity to update any information that isn’t. At the end of the chat, you can ask them how they’d like to proceed, such as taking them to your job board, getting them in contact with their recruiter, etc.
• Screening/Qualification: Screen an existing candidate or qualify an applicant to a job. Determine the path they take depending on their answers to the questions. Offer to connect them directly with a recruiter via a notification or a text message if time-sensitive.
• FAQ: Guide an individual throughout your website and highlight your key offerings depending if they are a candidate or a client. Take different actions depending on how they answer and what they need help with.

Chat Settings

Chat Settings are tied to the engagement chat type.

To access Chat Settings, go to Engagements > Chat > Chat Settings.

The settings available are as follows:

• Add Survey Responses to a Single Note
• Hide Survey Responses from ATS Activity Feed
• Send Notifications After Each Survey Complete
• Send Survey Responses as CSV Once a Week

Add Survey Responses to a Single Note

Checking this box will allow you to gather any of the survey responses into a note that can be added to the Contact's ATS record. A note type must be selected for this to work. Notes can only be added to the record of the person who took the survey.

Note Type

After clicking the choice to add survey responses to a note, a drop-down menu will appear where you can select the note action for this survey. This is the note type that will appear inside of your ATS on the Candidate's record. If you wish to choose a note type that is not listed, please contact your ATS admin to have this added to your system first.

Hide Survey Responses from ATS Activity Feed

Checking this box will allow you to hide responses to all questions in the survey from the activity feed on the Automation tab in Bullhorn ATS. However, the survey responses will still be visible when logging directly into Bullhorn Automation.

Send Notifications After Each Survey Complete

Checking this box will allow Bullhorn Automation to send an email notification for every taken survey that will include the Contact's responses. The notifications will come from notifications@herefish.com. We recommend having your IT team white label this email as a safe sender if they haven't already.

After this option is selected, the following three options will appear:

• Send notification to record owner: This will send a notification to the entity owner. This will always be sent to the Candidate or Sales Contact owner.
• Send notification to additional email(s): You can send the survey response to multiple email addresses in this field, separated by a comma or semicolon.
• Change notification message: Selecting this option allows you to customize the notification message that is sent to the record owner and additional email addresses. This will also include the Contact's individual survey responses. You can include information here as it relates to the survey entity type selected.
  • If this option isn't selected, Bullhorn Automation will send the default notification which contains basic information.
  • This option is helpful if you want to include the Submission or Placement merge tags with the Candidate or Sales Contact survey response. Just make sure that the survey type is either submission or placement-based.
  • The picture below is an example of the kind of information you can include with a submission-based survey customized notification message:
    
    

Send Survey Responses as CSV Once a Week

Select this option if you would like all survey responses to be delivered as a CSV file to specified recipients. Enter the email address(es) that should receive the CSV file in the box, separated by commas.

• The CSV will be sent each week on Monday at 11:00 AM ET. This sending time is hard-coded and cannot be changed.
• The CSV includes the survey responses for each question, as well as any information from fields that are synced with Bullhorn Automation based on the survey entity type. For example, if you have a custom field synced from the Submission record, e.g. %SUBMISSION_CUSTOMTEXT4%, which houses your company branch, this will appear as a column in the CSV delivery as well.