This guide answers frequently asked questions about Attentive's messaging and billing procedures.
Messaging
Does Attentive charge for incoming and outgoing messages?
Yes. We bill for each message that you send subscribers and each subscriber response.
Does Attentive charge extra for emojis?
Not directly. However, when you add unicode emojis to a text message, they change how messages are encoded, which can increase the number of message segments required to send a text message.
For more information about message encoding, see How message character counts are calculated in text messages.
Does Attentive bill extra for messages over 160 characters?
Yes.
For more information about how message length is calculated and billed, see How message character counts are calculated in text messages.
Why are some of my campaigns showing as two segments even though there are fewer than 160 characters?
The character count shown in the Campaign Spend Details report doesn't account for additional characters that are added to the end of a message link (used to track subscriber-level engagement). It also doesn't account for variables/personalizations, like subscriber first name.
The character count and segment count are reflected accurately when you're composing and reviewing the message (except for variables/personalizations). For more information about how message length is calculated and billed, see How message character counts are calculated in text messages.
Will I be billed for opt-out language in messages I send to subscribers?
By default, any message that is sent from a toll free phone number to a phone number we identify as an AT&T subscriber is appended with the following template opt-out instructions:
Stop to stop
You can customize this template language. You’re billed for appended opt-out language whether or not you customize it, so it’s best to keep this as short as possible while following AT&T carrier guidelines.
Where can I find my billable spend in Attentive?
Our Billable Spend report gives you access to your per-message costs and carrier fees in Attentive to give you the data you need to track and optimize your month-to-date text message spend. Note that this report doesn’t include base fee, list management fee, short code fee, charges to meet quarterly commitments, or credits to your account.
Where can I find my contract?
Please reach out to the Support team here or your CSM. They can connect you with a representative who can send it to you.
Billing
What are carrier fees?
Carrier fees are standard fees charged by the carriers based on the number of message segments transmitted. Further information on carrier fees and current carrier costs can be found here. For Attentive invoicing, we consolidate all carrier fee costs for the month across each provider and present a single, comprehensive line item for all charges associated with that specific cellular carrier.
What are Minimum Commits? When am I charged for them?
Attentive offers rate discounts in exchange for committed terms with recurring minimum spend commitments, known as “Minimum Commits.” These Minimum Commits are based on your projected spend and detailed in your Attentive contract. If your actual usage is less than the Minimum Commit at the end of a Minimum Commit period, you will be invoiced for the remaining amount of the Minimum Commit.
Do shortcode fees, base fee, or carrier delivery fees count towards my SMS/MMS Minimum Commit?
Yes.
What is my base fee?
The base fee is a standard monthly charge for our service. It’s charged monthly.
Where can I find my SMS and MMS messaging rates?
You can find your SMS and MMS messaging rates in the Order Details section of your contract and on your invoice on the SMS Usage and MMS Usage lines in the Rate column.
How can I get more information about my billing?
Please reach out to your CSM or our Support team here. They’re happy to direct you to the appropriate representative to support your team.
What does an Attentive invoice look like?
See the sample invoice below.
Who do I contact with questions regarding my invoice?
Email our finance team at ar@attentivemobile.com. They can also update the email address where your invoices are sent and set up autopay.
Where can I find my invoices?
Your invoices are emailed to you each month. Please look for the subject line that begins with “Attentive Customer Invoice.”