Avionté Chat – PIXEL

Avionté Chat is native messaging built directly into AviontéBOLD and the 24/7 app. For PIXEL clients, all talent messaging takes place in the Chat panel, with full support for PIXEL Bots, Talent Engagement automations, and template fields directly in the message composer.

Key Takeaways

• Avionté Chat is the messaging interface for PIXEL clients, with two conversation types: Agency Chat for team-level communication and Individual Chat for 1:1 recruiter-talent conversations.
• The composer includes PIXEL-exclusive actions Add PIXEL Bot and Send Talent Engagement. Link a Job and template fields via the @ button are also available to Chat-only tenants.
• Talent Engagement messages route through Chat using a three-tier priority - Talent Engagement User Group > Personal SMS Number > Service User SMS Number - and each user can belong to exactly one Talent Engagement-enabled group.
• Filter the conversation list by All, Unread, or Read, and pick up your last chat context automatically when opening Chat from the BOLD homepage.

Chat Types

Avionté Chat offers two conversation types. The right choice depends on how your agency wants to communicate with talent.

Agency Chat

Agency Chat ties a conversation to a User Group rather than an individual recruiter. Every recruiter in that User Group can read and respond. Talent sees the Talent Facing Name set for the group, such as a branch name or team name, rather than any individual recruiter's name.

This is the right choice when continuity matters more than recruiter identity. Talent knows they're talking to your team, even if the specific recruiter on the other end changes.

Individual Chat

Individual Chat is a 1:1 conversation between a specific recruiter and a talent. Talent sees the recruiter's name. The conversation belongs to that recruiter and is not visible to other User Group members.

Use Individual Chat when the personal recruiter-talent relationship matters, such as during active placement or onboarding.

Recruiter Experience in BOLD

The Chat icon in the top navigation bar opens the Chat panel from anywhere in BOLD. A badge on the icon shows the number of unread messages. Click the icon to open your conversation list and pick up where you left off.

If you have an active chat context, such as a User Group you send from regularly, clicking the Chat icon from the BOLD homepage reopens that context directly instead of a blank inbox. This is useful if you send exclusively from one User Group and have no individual SMS configuration. Opening Chat from a talent's profile always opens directly to that talent's conversation, regardless of your last context.

Starting a New Conversation

All conversations are initiated from the recruiter side. To start a new chat, navigate to the talent's profile, then click the Chat button in the Quick Actions panel on the right side of the profile.

A panel opens prompting you to select the identity to send from. Choose the User Group you want to send from, or select your own user for a 1:1 Individual Chat.

Quick Chat

Quick Chat opens with your selected identity active. The Sending as band at the top of the panel confirms which identity is in use. If you have more than one identity available, click Change to switch to a different identity without closing the conversation. If you have only one valid identity, the band displays it without a Change option.

Type your message in the composer at the bottom of the panel and press Enter or click Send. Press Shift+Enter to insert a line break. Unsent drafts are saved when you close the panel and restored the next time you open Quick Chat.

The composer includes actions via the + and @ buttons. Click + to open the PIXEL actions menu:

When you insert a job link, a Pixel Bot link, or a Talent Engagement template into the composer using the + button or the @ trigger, the inserted content renders as a compact tag: an icon paired with a short label, such as the job title, instead of raw text or a plain URL. This applies in both the full Chat panel and Quick Chat, so you don't need to think about which interface you're in.

• Each tag is a single unit. Clicking the tag's × or pressing Backspace immediately after it removes the entire tag, with no leftover text.
• For Talent Engagement templates, any merge fields in the template (for example candidate name, recruiter name, or tenant name) appear as their own tags, so you can review and personalize the message before sending.
• On send, each tag resolves back to its underlying content: the job or bot URL, or the completed template text. The talent's experience receiving the message is unchanged.

Type @ in the composer, or click the @ button, to insert a template field that personalizes the message with dynamic values. Available fields:

• Candidate Full Name
• Candidate First Name
• Recruiter Full Name
• Recruiter First Name
• Recruiter Cell Phone
• Recruiter Office Phone
• Tenant Name

Select a field to insert it as a variable. It resolves to the actual value when the message is sent.

The panel header includes two additional controls:

• History icon: Opens the Chat History side panel, showing the talent's recent messages across all channels without leaving Quick Chat. Click again to close.
• Expand icon: Opens the full Chat UI with the current talent and identity preselected. Use this when you need to search across conversations or work across multiple talent threads at once.

Quick Chat supports one open panel at a time. If you open Quick Chat for a different talent while a panel is already active, the panel updates to the new talent's context without closing the previous conversation.

Viewing All Conversations

The Chat interface opens in a new tab each time you initiate or continue a conversation. The left sidebar shows all conversations you have access to under All Messages, searchable by talent name. Click any conversation in the sidebar to open it in the main thread.

Use the All, Unread, and Read tabs at the top of the sidebar to filter the list. All is the default and shows every conversation. Unread shows only conversations with at least one unread message. Read shows only conversations with no unread messages. The filter applies to both 1:1 conversations and mass message threads, stays active for the rest of your browser session, and resets to All when the page reloads.

Viewing Conversations as a Chat Admin

Chat Admins can view any recruiter's Individual Chat threads without switching accounts. From the Chat panel:

• Click your name, or the group name, in the bottom left corner.
• In the menu that appears, click View As under the Admin section, then select the recruiter whose conversations you want to review.

Viewing Message History

The Last 20 Messages panel gives you a consolidated view of a talent's most recent messages across all channels without leaving the current conversation. Click the icon button in the top right corner of the Chat window to open it. The panel slides open on the right side of the screen and closes the same way.

Each entry in the panel displays:

• The channel type: Chat (blue badge) or SMS (green badge)
• The group or user the talent is chatting with
• The name of the specific user who sent the message
• The message timestamp
• The message content

Messages you sent appear in blue. Messages from others appear in white. Messages are sorted with the most recent at the top.

Viewing Talent Details from Chat

Hover over a talent's name in any conversation thread to open a summary card with key details about that talent. The card appears without leaving the Chat panel.

The card displays:

• The talent's name and a link to their full profile via the icon in the top right corner of the card.
• Employment Type badge (displayed in green), Placement Status badge (blue for Active Contractor, Placed Permanently, or Placed; gray for all other statuses), and Talent Status badge (green for Active, red for Inactive, gray for all other statuses).
• Email address and mobile number, each with an opt-in badge indicating whether the talent has consented to communications through that channel.
• Address and the last four digits of the talent's SSN.
• Up to five recent placements. If the talent has more than five placements on record, a link to their full profile appears at the bottom of the card.

Message Status Indicators

Each outbound message displays a status indicator next to its timestamp:

• No checkmark: The message did not send.
  
• One grey checkmark: Sent. The message reached the Avionté Chat server. A message that sends but is never delivered remains at one grey checkmark indefinitely.
  
• Two grey checkmarks: Delivered to the talent's device.
  
• Two blue checkmarks: Read. This status applies only to messages opened in the 24/7 app. There is no read receipt for SMS, so a message delivered and answered over SMS never advances past two grey checkmarks.
  

Managing Conversations

Messages cannot be edited or deleted after sending. Chat history is preserved on the applicant record indefinitely. If a talent is archived, their conversation history becomes read-only but remains accessible to authorized users.

To add or remove recruiters from an Agency Chat, update the User Group's membership. See User Groups for instructions.

Recruiters can also Block a talent's conversation directly from the conversation list, stopping the talent from sending further messages or attachments. This uses the same hover kebab menu as Hide/Unhide, so no extra navigation is needed.

• Hover a conversation row in your own Chat list, open the kebab (⋮), and select Block.
• Once blocked, the composer for that conversation is disabled and shows "This conversation has been blocked."
• To reverse it, open the kebab on that row again and select Unblock. The composer re-enables immediately, without reloading the page.
• Hide/Unhide and Block/Unblock are independent. You can hide and block the same conversation at the same time.

The conversation list filter menu includes a Blocked option alongside the existing Hidden option under Inactive.

While viewing the Blocked filter, the row kebab offers Unblock only. For every other filter, the kebab shows both the Hide-state option and the Block-state option.

Email Notifications

When talent sends a reply in a chat conversation, you receive an email notification from BOLD Chat Notifications <notifications@myavionte.com>. The subject line includes the talent's name. The email contains the talent's name, a preview of their message, a link to the talent's profile in BOLD, and a direct reply link.

Each inbound message generates its own email, sent to the recruiter who initiated the conversation. No configuration is required. Notifications are sent automatically when the feature is active for your organization.

The direct reply link in the email opens a 160-character text box. The link is single-use; once you reply, the link becomes inactive and a confirmation screen appears. Replies sent this way appear in the Chat UI and in the 24/7 app like any other message.

Mass Messaging

Mass messaging lets recruiters send a single message to up to 50 talent at once. Each recipient receives an individual message thread, not a shared group chat. Messages are delivered in-app for talent currently logged into the 24/7 app, with automatic SMS fallback for those who are not. Mass messages send through Agency Chat and display under the User Group's Talent Facing Name.

Start Chat is available anywhere talent can be selected in BOLD, including Talent Search and the candidate management screen within a job (Nominated, Pipelined, Web Applicants, and similar sections).

Sending a Mass Message

1. Select the talent you want to reach using the checkboxes in Talent Search or from a job's candidate management screen.
2. Click Start Chat from the Mass Actions menu or the action buttons that appear after selecting talent.
3. In the Send & Receive as panel, select the User Group you want to send from and click Continue.
4. In the Mass Chat panel, type your message and click Send.

Talent Experience in the 24/7 App

Talent accesses Avionté Chat from the Chat tab in the 24/7 app on iOS or Android.

From the Chat tab, talent can see all Agency Chat threads from User Groups and any Individual Chat threads with specific recruiters. Agency Chat threads appear under the Talent Facing Name; Individual Chat threads appear under the recruiter's name. Talent can reply to any conversation but cannot start a new one.

SMS Fallback

When talent is not actively logged into the 24/7 app, Avionté Chat automatically delivers messages via SMS through Avionté SMS. No action is required from the recruiter. The online status indicator next to a talent's name in the Chat panel shows whether they are currently active in the app.

For SMS fallback to work:

• Avionté SMS must be active and configured for your organization.
• Agency Chat User Groups must have a dedicated Avionté SMS phone number assigned.
• Individual Chat uses the recruiter's personal Avionté SMS configuration.
• Talent must have text consent enabled on their profile.

Also Notify via SMS

By default, SMS is only sent when talent is not actively logged into the 24/7 app. When the Also Notify via SMS system setting is enabled, Avionté Chat sends both an in-app message and an SMS for every message, regardless of whether the talent is online. This ensures talent receives the message even if they miss the in-app notification.

Contact your Avionté Support Team to enable this setting for your organization.

In-App Activity Threshold

Chat Admins can also control how recently a talent must have been active in Chat before Avionté Chat decides whether to deliver a notification in-app or fall back to SMS. Go to Table Editor > Misc > Chat Settings. This section is only visible to users with the Chat Admin role.

• Choose a unit, Mins, Hours, or Days, then choose a value for that unit.
• Mins offers 15, 30, 45, or 60. Hours offers 1–24. Days offers 1–30.
• Switching units resets the value to that unit's default (15 for Mins, 1 for Hours or Days).
• If nothing has been configured yet, the default is Days: 1.
• Click Save to apply the change for your organization.

When a Chat notification fires, Avionté Chat checks two things for the recipient talent: whether they currently have an active WorkN session, and whether they've been active in Chat within the configured threshold. If both are true, the talent is eligible for in-app delivery. If either is false, Chat falls back to SMS.

This works alongside the Also Notify via SMS setting described above:

Sending Text Messages to Contacts

The Send Text Message action on Contact profiles and in Contact Search sends SMS through Avionté SMS, not through Avionté Chat. When the Chat system setting is enabled and you have more than one phone number available, a phone number selector appears before the message compose screen.

The selector lists your personal SMS number (if configured) and all User Groups with a phone number that you belong to. Select the number you want to send from, then compose and send your message as usual. If you have only one number available, the selector is skipped and the compose screen opens immediately.

Activity Feed and Chat Exports

Activity Feed on the Talent Profile

Each chat message is recorded as a distinct activity on the talent's profile. Outbound messages appear as Chat Sent and inbound replies from talent appear as Chat Received. Talent Engagement automated messages sent through Chat are also logged individually and include the message type in the activity record. All activity types appear in the activity feed timeline and can be filtered from the activity type dropdown. The activity record includes the message content, the recruiter's name, and a timestamp.

Exporting Chat Logs

To export a single conversation, open the chat thread and click the Export button in the upper right corner of the Chat interface. Choose Text File (.txt) or Document File (.docx) and click Export.

To export all chat logs for a talent at once, navigate to the talent's profile, click the Documents tab, and scroll to the Chat Documents section. Click Export Chat Logs to download the full chat history for that talent.

Setup and Configuration

Avionté Chat uses a three-tier permission structure. The Chat System Setting must be enabled at the tenant level, users must have Chat Access granted individually, and each User Group must be configured with a dedicated phone number.

Note: The Chat System Setting is a tenant-level toggle enabled by Avionté. Confirm with our Avionté Support Team that it has been turned on before completing the steps below. User-level Chat settings will not appear until the System Settings are active.

Step 1: Grant User Permissions

Each user who needs access to Chat must have the correct setting enabled on their user record. Navigate to Admin, then Users, open the user's record, go to the Settings tab, and search for "Chat." Two settings appear:

Setting	Location	What It Does
Chat Access	User Settings > Features	Grants the user access to Chat in BOLD. Without this, the user will not see Chat even if the System Setting is enabled.
Chat Admin	User Settings > Admin	Grants elevated permissions: the user can view all conversations across all User Groups, manage Chat settings, and export chat logs. Assign to super admins and branch managers.

Step 2: Set Up an Avionté SMS Phone Number

A dedicated Avionté SMS phone number is required for each individual user or User Group that will use Agency Chat. Navigate to Account & Settings, then Avionté Marketplace, then Avionté SMS Campaign / Phone Number Administration.

The Phone Number Administration screen has three sections:

• Register Campaign: Confirms your A2P campaign registration with Avionté SMS. The Brand, Campaign, and Messaging Service indicators should all show green before proceeding.
• Purchase New Phone Number: Search for and purchase a new Avionté SMS number by user, country, area code, state/region, or zip/postal code.
• Manage Existing Phone Numbers: View and manage numbers already assigned to your account. Assign each number to the individual user or User Group that will use it.
• Toll-Free Number: Option to provision a toll-free number if needed.

Step 3: Create and Configure User Groups

User Groups define the team or branch identity for Agency Chat. The Talent Facing Name you set on a User Group is what talent sees as the sender in the 24/7 app. To navigate to User Groups, click Account & Settings, then click Utilities. In the Search Utilities field, type USER GROUPS and click the User Groups tile.

To create a new User Group, follow the steps in User Groups, then return here to complete the Chat-specific configuration:

1. Toggle Group Chat to ON.
2. Enter a Talent Facing Name. This is what talent sees when they receive Agency Chat messages. Use something recognizable, such as your branch name or a friendly team name.
3. Click Manage Phone Number to assign a dedicated Avionté SMS number to this group.
4. Optionally, enter a Call Forwarding Number.
5. Click Save.

Note: If a phone number is deleted from a User Group, it cannot be reassigned to another user or group.

Step 4: Configure Talent Engagement Routing

Talent Engagement automated messages route through Chat using a dedicated User Group. To ensure automated messages send from the correct number, enable the Use for Talent Engagement toggle on the appropriate User Group.

When enabled, all Talent Engagement messages assigned to users in that group route through the group's phone number. The routing priority is:

1. Talent Engagement User Group: messages route through the group's phone number if the user belongs to a Talent Engagement-enabled group
2. Personal SMS Number: used if the user is not in a Talent Engagement-enabled group but has their own Avionté SMS number configured
3. Service User SMS Number: used as the fallback if neither of the above applies

To enable the toggle:

1. Open the User Group record.
2. Toggle Use for Talent Engagement to ON.
3. Click Save.

Note: Each user can belong to exactly one Talent Engagement-enabled User Group. If you attempt to enable the toggle on a group that contains users already assigned to another Talent Engagement-enabled group, a validation error lists the affected users and the save is blocked. Resolve the conflict by removing the users from their existing Talent Engagement-enabled group before enabling the new one.

Avionté SMS Migration

If your organization uses shared phone numbers through Avionté SMS that are not yet assigned to Chat User Groups, those numbers need to be migrated before SMS fallback will work. To migrate, navigate to Account & Settings, then Avionté Marketplace, then Avionté SMS Campaign / Phone Number Administration. Open Manage Existing Phone Numbers and click the user icon next to any number to run the migration utility.

The migration utility handles most of the work automatically: it creates a new User Group, assigns the number to it, and adds the existing users. The one step you must complete manually is entering a Talent Facing Name for the new group. This is the name your talent will see when they receive Agency Chat messages.

If your recruiters each have their own individual phone number, you can optionally migrate those numbers to User Groups using the same utility. This allows individual numbers to be used by multiple team members. Migration of individual numbers is not required. Numbers that remain individually assigned work for Individual Chat SMS fallback.

After migration:

• Shared phone numbers send outbound messages through their assigned User Group.
• All talent messaging routes through Avionté Chat. Send Text Message remains available for contacts. See Sending Text Messages to Contacts.
• Individual recruiter phone numbers work for Individual Chat SMS fallback.

Note: SMS conversations sent outside of Avionté Chat are not included in the Chat thread. Those records remain accessible through Avionté SMS logs.