This guide walks you through the necessary steps to configure and set up communication templates for sending offer letters via SMS and WhatsApp.

Here is a direct comparison of the old wizard and the new panel you will see in the Approval Center.

Before: Old "Send offer" Wizard The previous workflow was limited to email and displayed in a smaller modal.

After: New "Send Offer Letter" Panel The new panel is cleaner and includes the new Email, SMS, and WhatsApp tabs at the top of the "Communication channels" section.

Prerequisites and System Configuration

Before setting up the templates, ensure the underlying system configuration is in place. This step is typically handled by an administrator or technical team.

1. Required Gates and Configuration Settings

Configuration changes must be made to multiple backend settings to enable this feature. These steps are typically performed by an administrator or technical team.

1.1 Configuration File Updates

The following keys must be set in the respective configuration files.

A. email_config Updates

1. Go to Integration > Email & SMS Integration
2. Go to the SMS tab and turn on the Enable SMS toggle, then go to the WhatsApp tab and turn on the Enable WhatsApp toggle.

B. PCS IX updates (Candidate Experience)

Required to expose the offer status and signing features within the Candidate System interface:

1. Add Offer to Nudges and Offer to Tabs sections.

• Navigate to the Admin Console > Talent Experience (PCS) > PCS IX
• Click Configuration > Dashboard and add Offer to Nudges section
  
• Go to Summary > Order of Tabs > choose Offers in the drop-down.
• Click Tabs Config > Offers and provide a display text for offers.

2. Configure i18n overrides (if needed) for:

• The terms and conditions acceptance before signing (Type-to-Sign flow). \

• The congratulations modal displayed after the offer is accepted.

C. T3S Configuration (Offer Rollout)

• Go to Talent Tracking → Offers → Settings → Rollout → Configuration → General → Configurable sms config for Offer rollout followed by Configurable Whatsapp config for Offer rollout.
• By default, this checkbox is set to true, if set to false, the user must manually select the checkbox when sending an offer in the Offer Wizard.

D. T3S Configuration (Signature Methods)

To enable digital signing methods (Type-to-Sign and Wet Signature):

1. Go to Talent Tracking → Offers → Settings → Rollout → Configuration →E-signing → Offer Signing Methods and enable the desired offer signing method (Typed Signature (Type-to-Sign) / Wet Signature) and provide the desired display name.

Please update the configuration with your preferred signing methods. You can choose one, both, or neither of these options. Selecting both methods will increase the available sending options, so choose the combination that best suits your desired workflow.

Part 2: Communication Template Setup

Once the system is configured, you must set up the content that candidates will receive through the new channels.

1. Navigate to Offer Templates

1. Navigate to the Admin Console.
   
2. Click Talent Tracking.
   
3. Select Offers > Templates.
   
4. Click the pen icon to edit an existing template or click Create Template to create a new one.

2. Configure Communication Modes

In Step 2 (Offer Communication Template) of the template wizard, you will now see three modes: Email, SMS, and WhatsApp.

A. Setting Up SMS Templates

1. Select the SMS communication mode.
   
2. Write the desired message text. SMS has character limitations.
   
3. You MUST include the {{offer_pcs_link}} macro in your message. This is the link the candidate will click to view and sign the offer.
   
   • Note: Other macros or calculated variables will not work in SMS (or WhatsApp).

B. Setting Up WhatsApp Templates

1. Select the WhatsApp communication mode.
   
2. From the dropdown menu, select the appropriate WhatsApp template.
   
   • Important: WhatsApp offer templates must be created beforehand, for steps read Whatsapp template management and make sure you choose the Whatsapp Offer Communication template type. All the templates created under this type will be listed in the dropdown.

Key Troubleshooting Points and Offer Link Behavior

This section covers common troubleshooting issues and clarifies the system's logic regarding the Offer PCS Link ({{offer_pcs_link}}) across all communication channels.

General Troubleshooting Points

• WhatsApp Issues: Ensure the WhatsApp templates are created, approved, and correctly selected in the Offer Template setup, and that both SMS and WhatsApp are properly configured.
  
• Phone Numbers: Confirm the phone number format is correct in candidate profiles, and remember that phone numbers must be collected during the application or offer intake process.

Offer Link Behavior and Mandatory Requirements

• Missing Link (SMS/WhatsApp Failure): The {{offer_pcs_link}} variable is mandatory for all SMS and WhatsApp offer templates. If this link is missing from these templates, the communication will fail to send as this is the primary mechanism for the candidate to access and sign the offer.
  
• Scenario 1: If the email template contains {{offer_pcs_link}}:
  
  • The candidate clicks the link and is directed to the PCS to view and digitally sign the offer.
    
  • Note: The system prioritizes this link. The existing e-signature fall-back logic (Scenario 2) will continue to apply only if this link is missing from the email, even if SMS/WhatsApp communication includes the PCS link.
    
• Scenario 2: If the email template does not contain {{offer_pcs_link}}, the system falls back to the existing e-signature process:
  
  • If {{esign_url}} is present: The candidate signs the offer via an EF embedded DocuSign experience.
    
  • If {{esign_url}} is absent: The candidate receives a separate, standard email directly from DocuSign to complete the signing process.
    
• Missing Link for Internal Employees: If the internal employee's offer link is missing, it is likely because the required gate, career_hub_offer_gate, is not enabled. Without this gate, the candidate-facing communication (email, SMS, or WhatsApp) will not include the CareerHub link for internal employees.
  
  • Recommendation: Customers should create separate templates for internal employees, or contact support to get the career_hub_offer_gate enabled.