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Help CenterChannelsSMS SMS Setup

SMS Setup

Last updated February 4, 2025

Overview

SMS as a channel in Atlas allows you to manage customer support through text messages, providing an additional channel for communication with your customers.

Accessing SMS configuration

To setup SMS, go to  App Configuration > Channels > SMS .

Adding a number

You can either purchase a new number or port an existing number from Twilio.

 SMS Setup

Purchasing a new number

When purchasing a new number, you'll need to notify the Atlas team to set it up for you. Provide the following information:

  • Company name
  • Company address
  • Company phone number
  • Email of a company representative
  • Screenshot of a sign-up form showing explicit consent for SMS communication

The consent checkbox on your sign-up form should look similar to this:

[image: example of consent checkbox]

Porting from Twilio

If you already have a phone number in Twilio that has SMS capabilities enabled (ie, has been approved for A2P 10DLC campaigns), use the Twilio SID for that phone number here. Atlas will use your existing Twilio account to send and receive SMS messages.

Note: This is generally not recommended since we are unable to troubleshoot setup and deliverability issues in accounts which aren’t administered by us.

A2P 10DLC registration

Atlas will apply for A2P 10DLC (Application to Phone 10-Digit Long Code) registration on your behalf. This is required by regulations effective since September 2023 for all programmatic texting.

SMS in the Atlas inbox

In the inbox, SMS messages are identified by a phone emoji under the channel.

Message details

When viewing an SMS ticket, you'll see:

  • The sender's phone number (if no name is associated)
  • Header information showing the sender, recipient, and channel (SMS)

Delivery statuses

Delivery statuses are displayed for each message, indicating whether it's been sent, delivered, or read.

SMS composer

The SMS composer in Atlas is primarily plain text. While there is some rich text editing available in the response block, formatting options are limited as they don't transfer to SMS.

Frequently asked questions

  1. Can I format text in SMS messages?

SMS messages are plain text only. While the Atlas composer shows some formatting options, these don't transfer to the actual SMS.

  1. How long does A2P 10DLC registration take?

Registration times can vary. The Atlas team will handle this process for you and keep you updated on the progress.

  1. Can I use emojis in SMS messages?

Yes, emojis are supported in SMS messages sent through Atlas.

  1. Does Atlas support group messages?

No, not currently.

  1. Does Atlas support MMS?

We support media in text messages (images, attachments, etc.).

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