AT&T Landline Texting Frequently Asked Questions
Which browsers are compatible with the AT&T Landline Texting web application?
Chrome, Firefox, Safari, and Internet Explorer 9 and above are all supported internet browsers.
Note: Older versions of Internet Explorer and other browsers may be compatible, but they are not officially supported or recommended.
Note: Not all features of the web application may work in any version of Internet Explorer. Please contact Advanced Solutions Customer Service team for Internet Explorer assistance.
I am getting an error messaging to/from my new AT&T Landline or Toll Free number, who can I call?
All new landline and toll-free number questions for status or issues can be resolved by calling AT&T Support at 866 620-6000.
Why can’t I get the AT&T Landline Texting portal to pull up in my browser?
In order to use the portal, you must have received a confirmation email with credentials. If you have received the email and completed the security code confirmation, please wait at least 30 minutes to complete the onboarding process. If all of the following steps have taken place, please contact the AT&T Landline Texting Customer Service team at 844-947-9447 or contact Advanced Solutions Customer Service team.
What file types are supported for the Premium Package MMS feature?
AT&T Landline Texting supports .jpeg, .gif, and .png files types only.
What file types are supported for printing and export of records?
AT&T Landline Texting supports .csv files types only.
How do time zones apply when sending text messages?
The message is sent from the time zone of the sender. If you are scheduling text messages, please make sure to consider the receiver’s time zone.
Is there a character limitation when sending a text message?
Texts are limited to 160 characters to ensure the messages are received in the proper order on the phone of the recipient. This keeps the messages short, and they appear like other text messages that your customers send and receive every day.
How long does AT&T Landline texting store my files?
AT&T Landline Texting stores a minimum of 90 days, but can store as long as 18 months to 7 years. Administrators can set their own policies regarding storage length or have the option to export/print and delete the messages.
Do I need a special phone for AT&T Landline Texting to work?
No, regardless of the make or model of your landline phone, you’ll be able to use AT&T Landline Texting since it is a browser based service. This means you can log in to your AT&T Landline Texting account application from any computer with an internet connection.
How does AT&T Landline Texting work?
When a customer text messages your landline number, the message shows up on whatever internet connected device you’re using at the time; i.e., your computer or tablet.
Does AT&T Landline Texting use my actual phone number? Will it affect my voice service?
AT&T Landline Texting really uses your registered landline or toll-free number. AT&T Landline Texting routes text traffic; the service does not interfere with your phone’s voice service at all.
Do my customers need a special app to receive messages from AT&T Landline Texting?
No, your customers can now text your number the same way they would text their friends and family members. The beauty of AT&T Landline Texting is that there is no special app that your customers have to download. All they have to do is text.
How long after I sign up can I begin to send and receive texts with my customers?
Once your sales representative has entered your order, you will receive an email requesting you to verify your number with an auto-dialer and PIN code process (manual options also are available upon request). Once you have completed this process, you will receive an email that your account is up, running, and ready to receive messages.
Can I use this for marketing to potential customers?
Please consult with your legal counsel before commencing a messaging program in order to determine the applicability of any legal requirements specific to your situation. Specifically, the TCPA, CTIA guidelines and other applicable laws and regulations that may impose obligations in respect of certain kinds of messaging programs.
What does “Error Code: 5” mean?
If you see “Error code: 5” in the portal, it is most often an indicator that the recipient number cannot receive text messages usually for 1 of 3 reasons: the number is a landline; the number is a mobile under a prepaid service that does not include SMS or MMS; and/or the mobile user has voluntarily blocked text messages.
If you believe you are receiving this error by mistake, you may contact AT&T Landline Texting support for additional assistance at 866-563-4703 on Monday through Friday from 9 am-6 pm EST or Saturday and Sunday from 10 am-7 pm EST. Please be prepared to provide your account number as well as the phone number receiving the error.
Can a customer opt-out of receiving messages from my business?
The end user can opt to stop receiving text messages from your business at any time. To opt-out of receiving text messages:
1. The end user can reply to your message or send a new message to your business phone number with the word “stop”.
2. The end user receives a confirmation message that they have “opted-out” of receiving messages.
If your business sends a text message to a user who has decided to stop receiving messages, then the message appears in the Message Thread but the message is not sent. The text “message failed” appears in red text at the bottom of the Message Box. If the sender moves the pointer over the red text, then a message box appears that describes why the message was not sent.
Is it possible for a customer to opt back in to receiving messages from my business?
For the customer to begin receiving messages again after they have opted-out, the customer sends a text message to your business phone number that includes only the word “start”.
What are Keywords?
Keywords are automated responses triggered by specific words texted inbound by a contact. Utilizing keywords can assist you in more efficiently fielding, directing, and monetizing customer interactions. Set keywords like “hours”, “appointment”, or “directions” will trigger automated responses with the exact information customers are asking for. You can even throw in a link to your website, social media accounts, or advertising partner to give your customers quick access to additional resources.
Keywords are a premium package feature. If you are interested in adding keywords to your account, call the AT&T Landline Texting Customer Service team at 844-947-9447 or contact Advanced Solutions Customer Service team.
What are the differences between Active and Inactive status for users?
An Active status means that the user has the ability to log in to the web and desktop applications as well as any of the mobile companion applications. Active users have access to all of the functionality that their permission level allows. Additionally, Active users contribute to the number of users allowed to that specific package whereas Inactive users do not.
An Inactive status means that the user cannot log into the any of the applications. The user is unable to send or receive messages. The user does not have visibility into the system and does not contribute to the number of users based on the package.
Note: Once an Active user is set to Inactive, their messages are saved in the web application along with their user information so the account can be toggled back to an Active status without having to recreate the user.
Can I send a scheduled AT&T Landline Texting MMS?
Currently, AT&T Landline Texting does not support sending scheduled picture messages.
Can I send a Group AT&T Landline Texting MMS message?
Currently, AT&T Landline Texting does not support group or multiple recipient picture messaging.
Can I set an AT&T Landline Texting MMS Auto Reply?
Currently, AT&T Landline Texting does not support picture messaging as part of the Auto Reply feature.
Does AT&T Landline Texting MMS support video?
Not at this time.
What are the file size limits for MMS? Does AT&T Landline Texting transcode the file as needed?
The file limit is 1MB. AT&T Landline Texting does not currently offer transcoding.
Can I add the company logo to my custom signature?
Custom signatures only support freeform text at this time. The number of characters in the custom signature is counted in the 160 character limit.
What happens to the messages when I cancel a line of service?
If you cancel any service, you will get a prompt to download or print the messages before they are auto-deleted in 30 days.