3. Our Wireless Enterprise Help Desk (WEHD) is here to assist you 24 hours a day, 7 days a week, 365 days a year.
We also have our own private number ( ) so you can call us directly. We ask you for your support in helping us keep the number private. We want to ensure we can answer your calls very quickly when you call our number, and we cannot do that if the number is shared outside of your help desk. Please ensure our number is provided only to those who will be using and troubleshooting EMAG within your organization and that they use it only for EMAG-specific problems. For other issues, we request that they still call our standard Technical Support number,
When you call in, be prepared to enter your 10-digit pilot number into the system. Once you enter the pilot number, then the next available WEHD analyst will answer as soon as possible.

4. When you call the support team, be prepared to enter your 10-digit pilot number into the system. Once you enter the pilot number, then the next available WEHD analyst will answer as soon as possible.
Whenever you call into WEHD, there is certain information that we will always ask for to help provide a faster and more efficient call overall. Having this information on hand will help expedite your call.
Please be ready to supply the date and time the problem was first observed or started.
If you are using the customer portal, please be ready to share the exact error message the system gave you. Screenshots of the error can also be helpful.
If you are using other software with your EMAG solution, we would like you to send us any error logs, system logs or similar data that will help us see what you are experiencing on your side of the issue. This will give us a more complete picture of the issue as we take the information you provide and compare it with what we see from the network perspective. If we need to file a ticket, we can also attach this information to the ticket so that our network engineers can use it for their analysis.
Providing the username and password may be necessary to recreate issues or test functions in the portal. This information may also be needed if a trouble ticket is created for the EMAG engineering team.

5. Before you can log in to EMAG, you first must register your pilot number at
After you've registered, go to the EMAG portal and use your pilot number to log in.
Choose a username (you can use your pilot number for this if you wish) and a password.
Throughout the process of registration, you may also need to select and provide answers for security questions.
Most questions on the EMAG portal can be addressed in the manual or the how-to videos on the portal. Both of these can be found at Portal > Help tab > Product Support/Training > Enterprise Messaging Customer Portal Guide.
Video topics:
Portal overview
Web messenger
Auto reply
Surveys

6. To test your EMAG profile, please choose the Web Messages > Web messenger > Compose (button in upper right corner).
To send a message, you must enter the following:
Sender code (Verizon code or inter-carrier)
Phone number(s) the message is being sent to
Message body

7. Do you know what percentage or amount of traffic you intend to send to non-Verizon customers? Here are a few things you should know about inter-carrier messaging:
Carriers apply limits on volumes of messages based solely on their security processes.
Verizon cannot guarantee that messages to other carriers will be delivered.
All messages to other carriers will be broken into sufficient 140-character segments. Those segments will not necessarily be delivered in the same sequence as written.
Inter-carrier codes are limited to one code per EMAG connection (protocol based). Up to five inter-carrier codes may be acquired for EMAG use.

8. There are two ways you can have the “From” field appear in the messages you send to Verizon customers.
The default way is a 12-digit number beginning with 777. Using a Verizon code dynamically will also increase the number incrementally with new messages. This method makes it easier to track individual messages sent via reports.
If you want the “From” field to always be the same, you can choose to use a fixed code. This allows for threaded text messaging. Another benefit is that the recipient will more easily recognize where the message is coming from and can add the number to their contacts list for caller ID, e.g., “My Work.”

9. API connection protocols
SNPP or WCTP or SMTP—Login credentials from your application can be updated in the EMAG portal. You can edit credentials by choosing API, then selecting the protocol you need to edit.
XML—Work with your sales team to gain access to a testing environment to ensure successful setup. Verizon provides an XML integration guide, but we do not have the ability to advise you on how to write XML code. You must provide someone in your company who has the expertise to develop and maintain your software and code.
SMPP—Work with your sales team if you must use this protocol.

10. You can use the customer portal to manage your contacts and create groups.
There are two ways you can upload contacts to the portal:
Replace contacts list—Erases all contacts on the portal contact list and replaces them with those in the document uploaded
Update contacts list—Adds only the contacts that are not on the portal
Here are some useful tips to help you avoid trouble when uploading contacts to the website:
Download the blank template.
Paste in contact information from another spreadsheet you have already created.
Format all cells with #’s to number format.
Do not leave any cells blank.
Delete headers.
Upload contacts.

11. Anyone who receives a message from your EMAG solution can opt out by replying with the words:
Unsubscribe
Quit
Cancel
Stop
End
To remove a phone number from the opt-out list, call or send a request via to WEHD.
You can contact WEHD for product support by going to the customer portal's Help tab and selecting Feedback. This will send an to one of our WEHD analysts who will then process your request and send you confirmation of completion.

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