Avionté Chat is native messaging built directly into AviontéBOLD and the 24/7 app. Recruiters send and manage all conversations from a Chat panel in BOLD. Talent responds from the Chat tab in the 24/7 app. Every conversation is tied to the talent's applicant record and accessible to authorized team members.
Key Takeaways
- Two chat types serve different needs: Agency Chat for branded, team-level communication and Individual Chat for 1:1 recruiter-talent conversations.
- Recruiters always initiate conversations. Talent can respond but cannot start new threads.
- When talent isn't logged into the 24/7 app, messages are automatically delivered via SMS.
- Every conversation is tied to the applicant record and accessible to authorized users.
- Avionté SMS must be active and configured for Avionté Chat to function.
- When talent replies to a chat message, you receive an email notification with a message preview and a direct link to the conversation.
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.
| Agency Chat | Individual Chat | |
| Who can see it | All members of the User Group | The individual recruiter only (and Chat Admins) |
| What talent sees | The Talent Facing Name (agency brand) | The recruiter's name |
| SMS fallback | Yes, via the User Group's dedicated phone number | Yes, via the recruiter's personal Avionté SMS configuration |
| Best for | Branch or team-level communication; high-volume or shift-based staffing | Personal recruiter relationships; active placement and 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.
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 Send & Receive as panel opens. Select the User Group you want to send from, or select your own user for a 1:1 Individual Chat. Then click Chat.
The conversation opens in a new tab. Sent messages appear in blue on the right. Talent replies appear on the left. The active User Group or user identity is shown at the bottom left of the Chat panel.
Quick Chat
Quick Chat is a compact messaging panel that opens directly on the talent profile, letting you send and receive messages without navigating away from the page. When Quick Chat is enabled for your organization, clicking the Chat button in the Quick Actions panel opens the Quick Chat panel instead of launching the full Chat UI in a new tab.
Sending As
The Sending as band below the panel header shows which identity is active for the current conversation: your personal identity or a User Group. If you have more than one identity available, a Change link appears. Click Change to return to the identity selector, choose a different identity, and click Continue. Click Cancel to return to the conversation without switching.
If you have only one valid identity, the band displays it without a Change option.
Sending a Message
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 without sending.
If you close the panel with unsent text in the composer, the draft is retained and restored the next time you open Quick Chat.
Reviewing Message History
Click the history icon in the panel header to open the Chat History side panel. This shows the talent's messages across all channels without leaving Quick Chat. Click the icon again to close it.
Expanding to the Full Chat UI
Click the expand icon in the panel header to open the full Chat UI in the same browser window, with the current talent and identity preselected. Use this when you need to search across conversations or review multiple talent's threads at once, rather than working within a single talent's context.
One Panel at a Time
Quick Chat supports one open panel at a time. If you open Quick Chat for a different talent while a panel is already open, the panel updates to the new talent's context. The previous conversation is not closed or affected.
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.
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.
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.
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 same as the legacy SMS reply flow. 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
- Select the talent you want to reach using the checkboxes in Talent Search or from a job's candidate management screen.
- Click Start Chat from the Mass Actions menu or the action buttons that appear after selecting talent.
- In the Send & Receive as panel, select the User Group you want to send from and click Continue.
- 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.
Sending Text Messages to Contacts
The Send Text Message action on Contact profiles and in Contact Search continues to send 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 personal Avionté SMS number, membership in one or more User Groups with a phone number, or both — 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. Both types appear in the activity feed timeline alongside other activity types such as Email Sent and Text Sent, 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.
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.
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 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.
- 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:
- Toggle Group Chat to ON.
- 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.
- Click Manage Phone Number to assign a dedicated Avionté SMS number to this group.
- Optionally, enter a Call Forwarding Number.
- Click Save.
If your organization previously used shared phone numbers through Avionté SMS, those numbers must be migrated to Chat User Groups before Avionté Chat will function for SMS fallback. 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 in the future. Migration of individual numbers is not required — numbers that remain individually assigned continue to work for Individual Chat SMS fallback.
After migration:
- Shared phone numbers no longer send outbound messages.
- The Send Text Message action for talent is removed from BOLD. All talent messaging routes through Avionté Chat. Send Text Message remains available for contacts — see Sending Text Messages to Contacts.
- Individual recruiter phone numbers continue to work for Individual Chat SMS fallback.
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