Attentive: AI‑led Email &SMS

Nearly 6 months into using Attentive and really happy with the service so far, it's not been without a few hiccups, but the team have been incredibly helpful and quick to rectify! Already seeing a huge improvement from our previous SMS provider, so very excited to see how we grow with them.

We migrated from Klaviyo to Attentive at the back end of 2025. The process has been seamless. Performance has increased massively using the full suite of Attentive SMS and email software.

We're really happy with our account management, Sam actively optimises accounts and suggests improvements, even when we're too snowed under to give the channel the attention it deserves.

Can't recommend Attentive enough.

We switched to Attentive in October last year and have really been enjoying the platform ever since. The team has been incredibly helpful in supporting us as we optimise our SMS programme and the analytics/ reporting tools are both excellent and very easy to use. The support from the White Glove team has been fantastic, especially through the live chat feature whenever we’ve needed assistance. Overall, it’s been a great experience so far.

The team has been great to work with. I’ve been with them for years, and they’ve been consistently responsive. Luke has taken good care of us

Great platform for growing SMS revenue through campaigns and flow. Team is very supportive for any issues and helps plan out future campaigns. Easy to use and make changes quickly

We made the move to Attentive expecting an initial guided walkthrough and hands on support, but that hasn’t been my experience so far.

I was billed for 21,000 messages that I did not send, and despite reaching out multiple times, I haven’t been given a clear explanation of where those messages came from. I keep getting transferred between teams and sent help articles that don’t actually answer my questions. I’m simply looking for clarity and direction.

What was promised for billing has not aligned with what I’m seeing.

I understand transitions can be confusing, but this has been more difficult than expected.

Much of what I thought would be supported, including setting up flows and getting email and SMS working properly, has ended up being something I’ve had to figure out on my own. I’m still confused.

If you have the time to research, troubleshoot, and figure things out independently, this may be a great app for you. However, if you’re like me and made the move based on the promise of hands on support, I would approach with caution.

Attentive’s platform itself is fine, but the contract structure and enforcement approach are extremely restrictive and disappointing.

The agreement includes strict SMS exclusivity with long-term lock-in, limited flexibility, and significant financial penalties (more than reasonable costs) if you need to adapt your tech stack. Even more frustrating, the Attentive team has taken an overly aggressive interpretation of the contract—suggesting that even discussing or planning with other providers would be a breach, despite that not being clearly supported by the language.

For a fast-growing e-commerce business, this makes it very difficult to evolve, evaluate alternatives, or integrate with tools Attentive doesn’t support. When integration gaps arise, the exclusivity still applies, leaving you stuck paying for services that no longer meet your needs.

If you value flexibility, vendor interoperability, or the ability to plan ahead without pressure tactics, read the contract very carefully before signing.

We have used Attentive for many years and have been happy with every aspect. The features and UI are solid, they are always pushing on product development, and are proactive with compliance. I can't speak highly enough about their white glove support and dedicated CSMs. Chelsee is top tier and has felt like an extension of our internal team.

Extremely happy with the performance of Attentive over the last several years. Constantly improving the U/I and different rollouts that fit client needs. Definitely a core function for our business!

Using Attentive has been super easy and helpful for our marketing efforts. Creating and monitoring campaigns is user friendly and easy to stay organized. They offer various analytic reports to help monitor performances. AI Grow is also a useful addition to offer more sign-up units and grow our audience. The support team is super responsive and everyone I've interacted with has been very friendly and helpful.