Use this guide to answer 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, check out Unicode emojis in messages.
Does Attentive bill extra for messages over 160 characters?
Yes.
For more on how message length is calculated and billed, check out 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 Campaign Spend Details doesn't account for the six additional characters that are added to the end of the message link (used to track subscriber-level engagement). The character count and segment count are reflected accurately when you're composing and reviewing the message, so you'll know how many segments you're being billed for.
For more on how message length is calculated and billed, check out 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, short code fee, charges to meet quarterly commitments, or credits to your account.
Where can I find my contract?
Please reach out to the White Glove team (whiteglove@attentivemobile.com) or your CSM. They can connect you with a representative who can send it to you.
Billing
What are carrier fees?
Carrier fees are charges that telecommunication companies charge their customers for using their services. These charges are based on the carriers of your subscribers who receive your messages.
What are quarterly minimum commits? When am I charged for them?
If you sign an annual contract with Attentive, you're required to hit a minimum quarterly spend. This is set up based on your projected spend with Attentive. You're charged the amount needed to meet the quarterly commit if you don’t meet that with your base fee, short code fee, message segments, and carrier fees.
Does the shortcode or base fee count towards my quarterly commitment?
Yes. Each item on your invoice counts towards your minimum commitment.
What is my base fee?
The base fee is a standard monthly charge for our service. It’s charged monthly and is included in your quarterly commit amount if you’re on an annual contract.
Where can I find my SMS and MMS messaging rates?
You can find your SMS and MMS messaging rates 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 White Glove team (whiteglove@attentivemobile.com). They’re happy to direct you to the appropriate representative to support your team.
Sample invoice
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.”