IM FAQs
Currently, there is no additional cost to place a domestic Instant Message Relay call. Calls to international locations and to 900 pay-per-call services are not permitted.
No. Calls to 900 pay-per-call services are not permitted.
Yes. In accordance with the requirements set forth in the FCC Declaratory Ruling 02-121, all relay calls are encrypted using encryption of commercially reasonable quality. AT&T has implemented technology and security features and strict policy guidelines to safeguard the privacy of your relay calls and any customer identifiable information from unauthorized access or improper use, and we will continue to enhance our security procedures as new technology becomes available. If you use another service to access the AT&T Instant Message Relay Service, please check the provider’s policies regarding privacy as they may differ.
To print your conversation after the call, click File and then Print in your messaging window.
Traditional VCO is not currently provided through IM Relay service. However, relay callers can make use of Two-Line VCO calling. One advantage of Two-Line VCO is that it provides both voice and text confirmation of words you may miss over the phone. Here’s how to use Two-Line VCO:
- Connect to IM relay on your PC.
- Type the area code and number of your second telephone line as the relay Number to Call and press ENTER.
- Your relay call will be transferred to a Communications Assistant (CA), identified by number and gender, who will dial to your second line.
- When your second line rings, pick it up and voice to the CA to hold. You may also provide any further special instructions at this time, such as "CA, I just need you to keep track of names and numbers."
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For phones with conference call feature:
- Press the conference button on your phone, then dial out directly to the person you want to call.
- Press the conference button again to connect all three parties: you (the VCO user), the CA and the hearing party.
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For phones with three-way calling:
- Press and release the receiver button, or press the FLASH key if you have one on your phone.
- Wait about 2 seconds and then dial out to the party you want to call.
- Press and release the receiver button again, which will connect all three parties.
- When your party answers, speak directly to the person you’re calling over the phone. The CA’s role is to type everything the hearing party says so that you can see the text of the conversation on your monitor or printout in case you miss anything over the phone.
- When you’re finished with your call, simply hang up or let the CA know if you wish to make another call.
AT&T IM Relay is available in two ways from your PC. The easiest way to use AT&T IM Relay is through the AIM® messaging application on the web. You can also install the AIM® software on your PC.
AT&T IM Relay primarily allows you to place and receive calls, but it has many additional features that make your experience the best it can be. Calls and all other features are accessed with a simple set of commands you type into the IM Relay screen.
AT&T Relay Features
-Speed Dials: You can call people simply by typing their name.
-Receive Calls: You can request your own free ten digit telephone number. This will allow you to receive calls from hearing callers (friends, family, businesses).
-True 911: You will have access to E 911 service, just like hearing people.
Yes. We now offer Real-Time relay that allows you to see what the CA is typing in real time. Just press CTRL+R on your IM screen to activate the feature.
Some businesses and companies block employees from using the AIM® messaging application at work. Inform your employer that you have a special need to use AIM®, and they should be able to grant you access. If you need help, please send us an email. Be sure to give us your full name and the name, address, and telephone number of your employer. We will contact them on your behalf, and try to get access to AIM® open for you.
Email: rm-attcustomercare@att.com
No. AT&T IM Relay is available in two ways on your PC.
Yes. All AIM® conversations are encrypted. AT&T IM Relay is as secure as AT&T IP Relay.
The FCC requires Internet relay providers to allow users to register, obtain a ten digit telephone number, have a speed dial list, and be able to make calls to E911. Our IP Relay Service is not able to do this. AT&T IM Relay does all of this!
