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To lift pickup rates, Atllas can text the customer a short heads-up a few seconds before the recovery call — so when the phone rings, it’s a number they were just told to expect rather than an unknown caller. The heads-up is a plain, no-offer message (for example, “Hi Alex, Acme Fitness is calling in a moment about your subscription.”); the actual win-back offer is still made on the call. Enabling the heads-up for your account is done by the Atllas team. Once it’s on for you, each recovery workflow chooses for itself whether to send it:
  1. On the Workflows page, open a trigger’s edit (pencil) icon to reopen the workflow wizard in place
  2. Under Pre-call heads-up text, turn on Send a heads-up text before calling for that workflow
  3. Optionally override, just for this workflow:
    • Lead time — how many seconds before the call the text goes out (0–600). Leave it blank to use your account default
    • Message — your own copy, using {firstName} and {companyName} placeholders. Leave it blank to use your account default. A live segment count is shown as you type, and “Reply STOP to opt out.” is always appended automatically
    • Send the heads-up for — which events fire it (Cancellations, Members losing access); it’s pre-set to this workflow’s own trigger
  4. Click Save changes
When you create a new workflow while the heads-up is enabled for your account, the Delivery & billing section of the wizard’s Offer step also shows a Send a heads-up text before the call switch (on by default), so a new workflow can opt in — or out — right at creation. The lead time, message, and trigger overrides above stay available any time via the workflow’s edit view.
The heads-up only sends when it’s enabled for your account and turned on for the individual workflow — both are required. A trial that ends without converting never gets a heads-up text. Opt-outs are honored automatically: a customer who has replied STOP is never texted.