Atlas

Atlas Help Center

Stay updated on the status of all your company's support tickets.

Customer portal

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

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

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

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:

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.

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.

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

The sender's phone number (if no name is associated)

Header information showing the sender, recipient, and channel (SMS)

You have greater control over how incoming SMS messages are handled when a customer’s last ticket is closed. 

Reopen the last ticket only if within a set timeframe

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

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.

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

2.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.

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

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

Everyone has a mobile number. Reach customers with non-spammy, personalized SMSes using Atlas.

 SMS Setup

Learn about the new SMS regulations and how to register your business.

A2P 10DLC (Application-to-Person 10-Digit Long Code) is a new standard implemented by US carriers to reduce spam texts and improve message deliverability for legitimate businesses.

Registration helps separate legitimate businesses from spammers, ensuring your messages reach customers without being flagged as spam. By registering, you demonstrate that your business is legitimate and uses SMS messaging responsibly.

To register for A2P 10DLC in Atlas, you'll need to access the registration form in your account settings.

You'll be required to provide your business details, including your legal name, EIN, and address. You'll also need to describe your messaging use case and provide sample messages that reflect your actual communication.

Additionally, you'll need to submit your privacy policy and explain how you collect consent from customers. Finally, you'll review and accept the terms and associated fees.

When registering, ensure that your business information is accurate and matches official records. Provide a clear description of your messaging use cases and include sample messages that genuinely represent your communication style. Your privacy policy must be compliant with regulations, and you should have proper consent collection methods in place.

Applications are often rejected due to mismatched business information, vague or inconsistent messaging descriptions, non-compliant websites or privacy policies, or the inclusion of prohibited content such as adult material or illegal substances.

A2P 10DLC registration typically involves a one-time registration fee and a monthly maintenance fee. The exact amounts may vary, so please check the current fee structure in your Atlas account.

To maintain compliance after registration, only send messages to customers who have explicitly opted in to receive them. Always provide clear opt-out instructions in your messages. Avoid using ALL CAPS and shortened URLs, as these can trigger spam filters. Ensure that your actual messaging practices remain consistent with the use case you registered.

If you have any questions about A2P 10DLC registration or encounter issues during the process, don't hesitate to contact Atlas support.

SMS: A2P 10DLC

Outbound message via SMS is attempted to send through mobile carrier may fail if the recipient cannot be reached in 3 days.

The destination handset you are trying to reach is switched off or otherwise unavailable.

The device you are trying to reach does not have sufficient signal

The device cannot receive SMS (for example, the phone number belongs to a landline)

There is an issue with the mobile carrier

Full description on Twilio documentation.

If you are sending an attachment via an MMS, each carrier has a limit on size of data you can send.  Here are these limits 

We use Twilio to send the SMS and it internally will try to compress any image attachments. Twilio has a limit of 5 MB data size, if SMS contains payload larger than 5MB, it will give error code (11751). If payload is of any other type than image (which it won't be able to compress_ and bigger than the carrier limit, Twilio will return error code (30019). 