General FAQ

Common questions on customer channels, agent tooling, add-ons, access, and onboarding.

Quick answers

What do customers use?

Customers typically use:

• branded website

• the That’s My Mobile app (standard option)

• My Account / MyAccount for self-service

What do agents use?

Agents use Reach Central (the agent portal).

Access is role-based. Roles usually map to sales, support, and stakeholders.

Can we get a fully custom mobile app?

Yes. A fully custom app is available as a paid add-on.

The standard offering uses the That’s My Mobile app.

Is SSO included?

Not by default.

SSO is available as a paid add-on for agents and/or customers.

Can we customize web beyond branding?

Branding uses standard templates.

Deeper UI/UX customization beyond templates is available as a paid add-on.

What support does Reach provide?

Reach provides escalated support and backend investigation (L2/L3).

Your brand’s agents handle the frontline customer support (L1) in Reach Central.

See Support Model FAQ for the full escalation flow.

Can we get custom reporting?

Yes. Custom reporting is available as a paid add-on.

Standard dashboards and reports are included.

What SPN do customers see?

Devices show Mobile by default.

A custom SPN (your brand name on the device) is available as a paid add-on.

See SPN FAQ for setup and requirements.

How are add-ons priced?

Add-ons are billed time and materials (T&M).

Each request is scoped first, then quoted.

How long does onboarding take?

It depends on scope and what your team needs delivered (branding, content, integrations, etc.).

Reach runs a standard launch readiness process.

What if we need something not listed?

Reach will review the request with you.

If it’s feasible, we scope it and treat it as a paid add-on.