Knowledge base http://upservice.io ru Fri, 26 Jun 2026 02:32:54 +0300 How to Connect a Telegram Account to Upservice http://upservice.io/help/how-to-connect-a-telegram-account Mon, 22 Jun 2026 10:16:00 +0300

How to Connect a Telegram Account to Upservice

Connecting a personal Telegram account

If you need to connect not a Telegram bot, but your personal account (personal Telegram), in this case, on the "Channels" tab, click the "Connect channel" button, and in the window that appears, click the "Telegram Personal" button:

Next, fill in the Channel name field and enter your phone number to which the Telegram account you want to link is registered, and click the "Continue" button:

The next step is to enter the code that will be sent to your phone or to the Telegram account itself. After entering it, you will get into the standard channel settings:

Now you can send and receive messages directly from your personal account.

Telegram group chats and threads in Upservice

Upservice supports working with Telegram group chats and individual threads within these chats. Group chats and their threads are displayed in the interface in a way that makes it convenient to navigate through dialogues, track unread messages, and work with tickets for each thread.

Telegram group chat in Upservice

A Telegram group chat in Upservice is a single dialogue within which individual threads (topics/threads) exist. In the interface, such a chat is displayed as a separate group with its own group chat icon.

Key features of a group chat in Upservice:

group chats are displayed with a separate icon distinguishing them from regular dialogues;
the General chat in Telegram is displayed with the same name as the group chat itself;
each participant in the correspondence is identified by their full name or nickname (if the full name is unavailable).

Displaying threads in a Telegram group chat

Within one Telegram group chat, there can be several threads. In Upservice, all threads of one group chat are visually combined into a single group.

The logic for displaying threads is as follows:

if there is only one chat (one thread) in the group chat, the threads are not displayed in the list — you see the group chat as a regular dialogue;
threads start to be displayed only when there is strictly more than one (">1");
all threads of a single group chat are displayed within a single group under the main row of the group chat.

Expanding and collapsing the thread list

A group chat in the list works like a dropdown list. This allows you to quickly manage the display of threads without overloading the interface.

Group chat behavior when clicked:

· upon the first click on the main row of the group chat, the thread list expands, and the cursor is placed in the first chat of the group;
upon clicking the main row of the group chat again, the thread list collapses;
by default, the group chat is displayed in an expanded state.

The system remembers the "Collapsed/Expanded" state for each user based on the filter principle: if you collapsed a specific group chat, the next time you enter the chats section, it will remain collapsed specifically for you.

Information in the main row of the group chat

The main row of the group chat contains a brief summary of activity in this group chat so you can quickly assess the situation without expanding the threads.

The main row of the group chat displays:

the participant who sent the last message in this group chat;
the last unread message (a text snippet);
a counter of the total number of unread chats (threads) within this group chat.

This helps you understand which threads still have unread messages and quickly navigate to the desired thread.

Assignees and tickets by threads

Each thread in a Telegram group chat in Upservice is processed as a separate ticket. One thread means one ticket and one separate contact.

At the same time, assignees for each thread are not displayed in the list of threads and group chats to avoid overloading the interface. The assignee for a thread is visible only inside the card of the thread itself.

Communication channels in a Telegram group chat

Within a Telegram group chat in Upservice, only relevant communication channels are available.

In a group chat, you can only write via:

the "Telegram bot" channel;
the "My comment" channel (internal comment).

Other communication channels (email, phone, etc.) are not displayed in the group chat and are unavailable for selection when sending messages.

]]> How to connect a Facebook channel in Upservice? http://upservice.io/help/how-to-connect-a-facebook-channel Mon, 22 Jun 2026 11:09:00 +0300

How to connect a Facebook channel in Upservice?

To connect Facebook in Upservice, you need to go to the "Settings" section, then go to the "Channels" tab, click the "Connect channel" button:

Select the channel type "Facebook"

⚠️ Important: To connect Facebook as a channel in Upservice, you must have a created page on your Facebook account. You can read more about how to create a Facebook page here.

If there is no page created on your account, an error will occur when connecting the channel.

Next, you need to enter the "Name" of your channel and click the "Continue" button, after which you will be redirected to the Facebook authorization page itself, where you need to log in to your Facebook account and grant the permissions requested by the platform.

After you have clicked the "Continue" button and authorized in Facebook, the usual channel setup in our system follows.

Fill in the fields:

Channel name — a name that reflects the purpose of the chat. For example, "Facebook for clients" or "Facebook for support". This name is available only to colleagues, clients will not see it;
Supervisor — this is the only employee who can be assigned to this role. They have the right to add or remove operators, as well as change channel settings and communicate with clients;
Managers — company employees who will communicate with the users of your site;
Tags - if you specify any of the tags in the channel, then all subsequent contacts that will be created for you through this channel will immediately arrive with an ALREADY assigned tag. This will be the tag that you selected at the channel creation stage;

To set up the operators' working hours, drag the "Channel operating hours" slider to the right.

Next, specify the working days and time when your employees are available to provide consultations in the chat and also immediately set up the "Automatic response outside of business hours":

If you work 24/7, set the time from 12:00 AM to 12:00 PM. To specify lunch time, set two time intervals: morning and until lunch, and after lunch and until the end of the workday.

If necessary, enable the SLA function and write down the "Auto-response for the customer". To do this, click on the slider next to "SLA" and type the auto-reply in the field below.

Auto-response for the customer - an auto-reply is an excellent feature for those who have a constant influx of requests from clients and may not have time to process everything at once. The auto-reply will be sent automatically after the client's message, after the amount of time that you specify. It depends on the operator's SLA time. Let's set the operator's SLA to 5 minutes, for example.

In this case, if the operator did not manage to answer the client within 5 minutes, then the auto-reply will be sent to them automatically:

Set up Feedback from your clients.

To do this, activate the "Feedback" slider and specify the time — after what period the system will automatically ask to evaluate the quality of the consultation provided. The evaluation will be sent after the time you specified into the contact, counting from the last message of the client. But if the creation of tickets for this channel is connected, then the evaluation will be sent after you close the ticket with this contact.

Then we click on the "Save" button and our channel will be successfully saved:

Important note: From the Upservice interface itself with the connected Facebook integration - we cannot be the first to initiate correspondence with your client. A message in our system will appear only when your client themselves writes to you on "Facebook" on your page. After that, you will be able to correspond with them.

As soon as your client has written to your page on "Facebook" - the message will be displayed in the system:

You will see their messages in Upservice in the form of a new ticket, if you have ticket creation connected for the channel, or simply in the contact.

]]> How to connect an Instagram channel in Upservice? http://upservice.io/help/how-to-connect-an-instagram-channel Mon, 22 Jun 2026 11:40:00 +0300

How to connect an Instagram channel in Upservice?

To connect Instagram in Upservice, you need to go to the "Settings" section, then go to the "Channels" tab, click the "Connect channel" button:

Select the channel type "Instagram"

⚠️ Important: To connect Instagram as a channel in Upservice, the account must be professional (Business or Creator).

Linking to Facebook is not mandatory — you will still be able to connect such a profile through our integration. After connecting, messages from Direct will arrive in Upservice, and you will be able to reply to them.

Next, you need to enter the "Name" of your channel and click the "Continue" button, after which you will be redirected to the Instagram authorization page itself, where you need to log in to your Instagram account and grant the access requested by the platform.

After you have clicked the "Continue" button and authorized in Instagram, the usual channel setup in our system follows.

Fill in the fields:

Channel name — a name that reflects the purpose of the chat. For example, "Facebook for clients" or "Facebook for support". This name is available only to colleagues, clients will not see it;
Supervisor — this is the only employee who can be assigned to this role. They have the right to add or remove operators, as well as change channel settings and communicate with clients;
Managers — company employees who will communicate with the users of your site;
Tags - if you specify any of the tags in the channel, then all subsequent contacts that will be created for you through this channel will immediately arrive with an ALREADY assigned tag. This will be the tag that you selected at the channel creation stage;

To set up the operators' working hours, drag the "Channel operating hours" slider to the right.

Next, specify the working days and time when your employees are available to provide consultations in the chat and also immediately set up the "Automatic response outside of business hours":

If you work around the clock, set the time from 0:00 to 24:00. To specify the lunch time, set two time intervals: from morning until lunch, and after lunch until the end of the working day.

If necessary, enable the SLA function and write down the "Auto-response for the customer". To do this, click on the slider next to "SLA" and type the auto-reply in the field below.

In this case, if the operator did not manage to answer the client within 5 minutes, then the auto-reply will be sent to them automatically:

Set up Feedback from your clients.

Then we click on the "Save" button and our channel will be successfully saved:

Important note: From the Upservice interface itself with the connected Instagram integration - we cannot be the first to initiate correspondence with your client. A message in our system will appear only when your client themselves writes to you in "Direct". After that, you will be able to correspond with them.

As soon as your client has written to your "Direct" - the message will be displayed in the system:

You will see their messages in Upservice in the form of a new ticket, if you have ticket creation connected for the channel, or simply in the contact.

]]> Connecting a WhatsApp Business channel to the Upservice system http://upservice.io/help/connecting-a-whatsapp-business-channel Mon, 22 Jun 2026 12:01:00 +0300

Connecting a WhatsApp Business channel to the Upservice system

WhatsApp Business

Connecting a channel, working with messages in an open session, and sending templates.

This article summarizes the basic rules for working with WhatsApp Business in Upservice: how to connect a channel, when you can send regular messages, when you need to use templates, and what restrictions are important to consider.

1. What connecting WhatsApp Business gives you

After connecting the channel, you will be able to correspond with clients from Upservice without switching to separate WhatsApp windows. The channel is suitable for both answering incoming messages and for the first initiation of a dialogue through pre-approved templates.

answer the client in the contact card via the selected WhatsApp Business channel;
send regular text messages when the session is open;
send message templates when the session is closed or when you need to start a dialogue first;
use a single Upservice interface for operators, channel administrator, and working hours settings.

2. What is important to know in advance

Before connecting, make sure you have access to a Meta business account and a WhatsApp Business number that will be used for correspondence. If you don't have a ready account yet, you can create one during the linking process.

It is also important to understand two basic rules of the WhatsApp Business platform:

regular messages without a template can be sent only during an open 24-hour window after the client's last message; In this case, the window is opened from the user's side, exactly at the moment when your client wrote to you.
outside this window, only pre-approved message templates are used to start or resume a dialogue.

Detailed Meta rules are described in the official messaging documentation and the templates documentation.

3. How to connect WhatsApp Business

Connecting is done in two steps: first you create a channel in Upservice, then you go through the linking via the Meta window and return to the channel settings.

3.1. Open channel connection

In the list of available channels, select WABA. The first step of connection will open.

3.2. Fill in the channel name and complete the linking

In the "Channel name" field, specify a clear internal name. It will help distinguish the channel from other connections if you have several of them. After that, click "Continue".

After clicking "Continue", a Meta pop-up will open. In this window, you need to log in to the desired business account, select an existing WhatsApp Business account or create a new one, and confirm the accesses necessary for connection.

If you already have an active WhatsApp Business number, select it during the linking process. If there is no number yet, create a new one and complete the steps of the connection wizard.

After selecting the phone number - click Next and here you need to select the "Use a new or existing WhatsApp number" field.

In the "Phone number" field - add the phone number from which you want to send messages. If the phone number is already added - just select it in the list.

If you chose to create a new number, you will need to verify it in a way convenient for you:

SMS or Phone call

After verifying or selecting an already existing number - click "Next"

And then we just have to click "Confirm"

3.3. Check channel settings and save

After successful linking, the second step of channel settings in Upservice will open. Here you can check the channel name, WhatsApp phone number, channel administrator, operators, working hours, automatic response during non-working hours, welcome message, as well as additional switches available for the channel.

When all fields and settings are checked, click "Save". After that, Upservice will show a message that the channel has been successfully created.

4. What is a WhatsApp session and how long does it last

A WhatsApp session is a period when a business can send a client regular messages without a template. According to the official rules of the WhatsApp Business Platform, such a window opens after a client writes to you and lasts 24 hours from the moment of their last message.

While this 24-hour window is open, you can continue the correspondence with regular text messages. When the window closes, sending regular text becomes unavailable, and you must use an approved template to resume the dialogue.

You can read more about this window in the official Meta guide.

5. How to send regular messages

Regular text messages are used for standard correspondence with a client when the session is already open. This is the main mode of operation after an incoming message from a client.

Open a contact card or dialogue where the WhatsApp Business channel is selected. Make sure the session is open and the client has written to you within the last 24 hours. Enter the text of the message and send it the usual way through the correspondence window.

The message will light up red if you did not have time to write to them in the open 24-hour window.

If all conditions are met, the message will be sent to the client in WhatsApp.

6. What happens if the session is closed

If the 24-hour window is already closed, a regular text message cannot be sent. In this case, WhatsApp Business requires using a template.

Such a message is not sent from Upservice. It is displayed in red, and the user is shown a notification: "Currently, you can only send reply templates".

7. How to create WhatsApp Business templates

Templates are used in two main cases: when you need to be the first to start a dialogue with a client and when the 24-hour session is already closed. Before sending, the template must be approved in the WhatsApp Business infrastructure.

In order to create a template - you need to go directly to the business.facebook interface for creating templates. It is located here. This is a template creation window in which you need to create your templates and send them for approval.

Important condition!

You can only create text messages in the Marketing category.

When creating a Template, you select Marketing

Next, you need to specify the "Template name", and also select the language on the right. In the "Content" block, you need to specify only the main text of your message that you want to send to your clients.

After that, you click the "Submit for review" button

7.1. Sending a message within Upservice

After the templates are approved, we go to our Upservice system.

We select the contact to whom we want to write first. In the correspondence window, you need to click on the "WhatsApp Business reply templates" icon. A channel and template selection window will open.

7.2. Select a channel and template

In the "Channel" field, select the desired connected WhatsApp Business channel. Below, a list of templates available for this channel will be displayed. Select the desired template by name.

After selecting the template, the "Sending a WhatsApp Business template" window will open. It displays the channel, the template, and its preview without the possibility of editing.

7.3. Send the template

Check the selected channel and template text, then click "Send". If the template fits the platform rules and is available for the selected channel, Upservice will send it to the client.

8. If the message was not sent

If an error occurs during sending, the message does not reach the client. In Upservice, it is displayed in red with the text: "Message not sent. If the error repeats, contact support".

Most often, an error is associated with one of the following reasons:

the session is closed, and you are trying to send a regular message instead of a template;
the channel was not fully connected or lost part of the accesses;
the template is no longer available or its status has changed in the WhatsApp Business infrastructure.

9. Restrictions and recommendations

For the channel to work stably, it is important to adhere to the basic rules of WhatsApp Business and not use it as a mass spam channel. The platform monitors the quality of templates, user responses, and adherence to the messaging policy.

What is important to observe in practice:

send only expected and relevant messages;
do not send too many similar messages without obvious benefit to the client;
use a clear company name and a correctly designed business profile;
monitor the quality of templates and do not use misleading texts.

It is useful to periodically check against the WhatsApp Business Messaging Policy and the onboarding and opt-in guidelines.

If users often complain about your messages, do not read them, or block the number, the quality of the channel may decrease. This affects delivery, template availability, and the overall stability of the channel.

In short: the main rule of operation

If a client has already written to you and the 24-hour window is open - reply with regular text. If the window is closed or you want to write first - use an approved WhatsApp Business template.

]]> Simplified view of contacts http://upservice.io/help/simplified-view-of-contacts Mon, 22 Jun 2026 12:36:00 +0300

Simplified view of contacts

Simplified view of contacts

In the Upservice contacts section, you can switch between full and simplified display views. The simplified view allows you to focus only on the essential contact data and reduce the amount of displayed information.

The system remembers your selected display view so you don't have to configure it again the next time you work with contacts.

How to switch to the simplified contact view

Switching between the full and simplified views is done directly in the contacts section.

To enable the simplified contact view:

Open the contacts section in Upservice.
Find the contact display view toggle.
Turn on the simplified view.

The contact list will refresh and display in a more compact format. If necessary, you can return to the full view using the exact same toggle.

]]> How to Work with Tickets in Upservice http://upservice.io/help/how-to-work-with-tickets Mon, 22 Jun 2026 12:44:00 +0300

How to Work with Tickets in Upservice

How to Work with Tickets in Upservice

A ticket system is a tool for organizing and managing customer requests from various communication channels that you can connect in the system. Each customer request turns into a separate "ticket" (or application), which is tracked from its creation to its complete resolution. Such a system allows you to structure communication, improve service quality, and ensure no request is ever lost.

Tickets can be created from any channel you set up in Upservice, specifically: Website Form, Website Chat, Email, Telegram, WhatsApp, and Telephony.

To configure your Ticket system within Upservice, navigate to the Tickets tab located in the left-hand menu.

By default, the tickets page in Upservice is displayed in the "Kanban" view.

Users can switch to the "List" view using the "List" icon — similar to how view switching works in tasks.

This allows you to choose a comfortable working format: visual (Kanban) or tabular (List).

List view:

There are two ways to create a ticket:

First method — create a ticket manually by specifying a contact;
Second method — create a ticket through a communication channel.

First method: Creating a ticket manually

To create a ticket manually, we need to go to the "Tickets" section and click the "Add ticket" button:

After creating the ticket, a form will open with fields that need to be filled out for proper registration and further work with the request. Below is a description of each field:

Name — it is recommended to indicate the client's Last and First Name for quick identification. You can supplement the title with a brief summary of the problem to simplify searching through the ticket list.
Description — a field for recording key details of the request. Here you should describe the problem, attach necessary context, or specify the exact goal of creating the ticket so any employee can quickly understand the situation.
Due Date — the deadline set for resolving the issue. Specifying an exact date and time helps monitor SLA compliance and guarantees the task will be closed on time.
Responsible — the employee assigned to handle this ticket. This specialist will deal with resolving all related issues and act as a single point of contact for the client.
Contact — a field where information about the client who initiated the request is recorded. The data in this field links the ticket to a specific profile in the system.
Channel — the communication method through which the request was received. Specify the actual source (for example, Email, Telegram, WhatsApp, or Phone) to know exactly where to continue the dialogue with the client.

We can also select additional fields:

Second method:

To create a ticket via a communication channel, make sure that in the "Settings" → "Channels" section, you have at least one communication channel connected:

You can find out how to create various communication channels in our Channels:

Let's write our test application from a client in the Telegram channel:

Afterward, let's go to Upservice and we will see our newly created ticket:

Where we can also see the ticket creation date with you without going inside the ticket itself:

Automatically, our new ticket gets the "New" status. In total, there are 5 statuses in our ticket system:

1. AI - requests that are being processed by the tech support AI assistant on the first line of support fall into this status. That is, the AI assistant helps answer the client's questions without involving a channel operator; if it cannot handle it, it will then transfer it to an operator. You can read more about how to set up the tech support AI assistant in Upservice here.

2. Open - all new requests written by users across all channel types fall into this status.

3. In Progress - tickets that the operator has taken to work and is communicating with the user (see below for how this works).

4. On hold - user requests where the operator has already given an answer (for example, requested additional info) and is waiting for the user's response.

5. Done - this is the final status of a ticket, when the request was successfully processed by the operator, the result of which is either the creation of a task/application based on the user's request, or the request was resolved through correspondence with the operator.

To take a ticket into work, you first need to go into the ticket itself by clicking on it:

After we have gone into our ticket, we can see the following information located inside the ticket itself, namely:

1. Ticket information:

- Created

- Due Date: (SLA, if specified in the settings) configured in the channel settings itself.

- Contact based on which our ticket was created

- Channel through which the user request came

- Ticket description - this is the actual message of the user who wrote to us.

Also, we see a live "Time to complete" timeline for the ticket's completion.

2 . Standard entity settings, such as:

Access rights - employees who have access to the ticket. Access to the ticket is automatically granted to all channel operators and Administration department employees.

Links - connection with other entities the ticket can be linked to.

Responsible for the ticket

Tags

3. Ticket dialogue - the main window where the operator can see and conduct all correspondence with the contact:

Also, if you go to the "Contact Information" tab further to the right - here we can see additional information about the contact, if any:

After we have familiarized ourselves with the main tools within the ticket itself, let's take our ticket into work; to do this, from the operator's side, we click the "Start work" button, after which our ticket will automatically assign us as the responsible person and change its status to 'In progress'; in the ticket itself, it looks like this:

And on the kanban board, we see that our ticket has moved to the "In Progress" status:

Our next step could be various actions, but first, let's reply to our user that we have taken their request into work:

After our reply, we see in the ticket that it has changed to another status, namely "On hold", this is how it looks on the kanban board:

Now let's continue using the website chat channel as an example. Our ticket is in the 'in progress' status because the client replied "Thank you" to us, thereby transferring the ticket to the "In Progress" status. Next, we need to create a task for their request. This can be done in several ways. The first, specifically adapted for tickets, is located in the "Add" button:

Here we can select the operation we need, namely to create:

Task

Deal

Let's select a task, for example. We select the required task type:

For example, a Simple type task, and we fill in all the necessary fields:

The task description (the message the user contacted us with) is automatically thrown into the task, and a link is added with the contact and the ticket itself.

After we have filled in all the fields we need, we click the "Create" button, and we are automatically transferred to the task we created:

Returning to our ticket by clicking the back arrow, we see that a tracking link has been sent to our contact, through which they can monitor the progress of the task:

Now you can either manually move the task to the 'resolved' status, or wait until the client's SLA is processed, if you have one set up.

Client SLA is the time you give a ticket to be in the 'awaiting reply' status until it closes. That is, if you have a client SLA of 1 hour and the client has not answered you anything during this time, the ticket will automatically transition to the 'resolved' status. To configure the client SLA, you need to go to the "Settings" module and then to the "Channels" section:

And we will move our ticket to the 'resolved' status. Congratulations! You have processed your first ticket.

Tickets in the Done status can be Returned to work or merged with the current ticket, if, for example, it is a question regarding a previous ticket, but the client SLA expired and the ticket was closed.

You can merge tickets only if you have another active ticket from the same contact:

Merged tickets in the system can be seen at the bottom of the ticket itself:

Now let's look at a few other use cases for the ticket system in your work:

For example, if you don't need to create any task, but you simply managed to resolve the user's problem in a dialogue with them, then you can just move the ticket to the 'resolved' status by clicking the "Close" button:

This way, you will also move your ticket to the "Done" status.

If you have contacts for whom you do not need tickets created, you can disable ticket creation for a specific contact by going into the ticket itself, finding the "Tickets Auto-creation" toggle in the contact information, and switching it to the inactive position:

For faster and more efficient searching of the tickets you need, you can use filters in the Tickets section itself:

There are general filters by various parameters, for example:

Owner
Status
Date of creation and etc.

Or use quick filters, sorting only your tickets, or all of them:

Display of tickets in the contact card

The "Tickets" block on the contacts page is intended to display all tickets associated with a specific contact.

By default, the block is open and displays a list of linked tickets.
If the number of tickets is more than 5, a vertical scroll appears inside the list, allowing you to view all tickets linked to the contact.
Clicking on the "Tickets" header collapses or expands the accordion.
Tickets are displayed in order by creation date (newest first).

Each ticket in the list contains the following elements:

Channel icon (email, Telegram, etc.)
Ticket ID
Ticket name — abbreviated; hovering displays the full name. After the ticket transitions to the "Resolved" status, the AI automatically generates a new name, taking into account the ticket correspondence.
Ticket status
Responsible person's avatar; hovering displays their full name
User's role in the ticket (author, responsible, etc.)

]]> How to create an Custom Channel in Upservice? http://upservice.io/help/how-to-create-an-custom-channel-in-upservice Mon, 22 Jun 2026 14:59:00 +0300

How to create an Custom Channel in Upservice?

Custom channels — this is a tool that allows you to configure the receipt and sending of messages between your system and various external services (messengers, social networks, chatbots, and other platforms). Using them, you can centralize communication with clients, receive incoming requests, and send responses directly through the communication channels familiar to your clients.

Integration via external channels helps automate communications, speed up request processing, and improve the customer experience through convenient and fast message delivery.

To set up the "Custom Channel" communication channel, you need to go to the "Settings" section, then navigate to the "Channels" tab and click the "Connect a channel" button:

Select the "Custom channel" type:

Next, we need to fill out the connection form:

In the URL field for sending messages, you need to specify the URL provided to you by the third-party system. This is the exact address Upservice will send notifications to about new messages sent from Upservice. Click continue, and we are taken to the standard Upservice channel setup, where we fill out the following fields:

Channel name — a name that reflects the purpose of the chat. For example, "Facebook for clients" or "Facebook for support". This name is available only to colleagues, clients will not see it;
Supervisor — this is the only employee who can be assigned to this role. They have the right to add or remove operators, as well as change channel settings and communicate with clients;
Managers — company employees who will communicate with the users of your site;
Tags - if you specify any of the tags in the channel, then all subsequent contacts that will be created for you through this channel will immediately arrive with an ALREADY assigned tag. This will be the tag that you selected at the channel creation stage;

To set up the operators' working hours, drag the "Channel operating hours" slider to the right.

Next, specify the working days and time when your employees are available to provide consultations in the chat and also immediately set up the "Automatic response outside of business hours":

If you work around the clock, set the time from 0:00 to 24:00. To specify the lunch time, set two time intervals: from morning until lunch, and after lunch until the end of the working day.

If necessary, enable the SLA function and write down the "Auto-response for the customer". To do this, click on the slider next to "SLA" and type the auto-reply in the field below.

Set up Feedback from your clients.

Next, click the save button, and we receive our unique address, which must be passed to the third-party system developer so that we can complete the setup of incoming messages in your third-party system:

A newly received message via an external channel appears in the contacts section:

Now you have successfully set up the receiving and sending of messages between our system and another external service.

]]> How to Import Contacts into Upservice http://upservice.io/help/how-to-import-contacts-into-upservice Mon, 22 Jun 2026 15:23:00 +0300

How to Import Contacts into Upservice

In Upservice, you can import your customer base (clients, suppliers, counterparty representatives).

To import customer contacts, go to the "Tickets" section, open the "Сhats" tab, click the "Add" button, and select "Importing Contacts".

In the window that opens, click on the three dots to the right of the "Template" file and select "Download":

Save the template to your computer and open it. Inside the Template, you will see test data (an example of how to fill out the table). To ensure this test data doesn't appear in your company's contacts, don't forget to delete it.

Fill out the table with your data following the example.

Here are a few key points you must observe when filling out the Template:

Be sure to specify the first and last name of the imported contact.

You must fill in either the work phone or work email fields. You won't be able to import the contact without this data.

Please note: the phone number must be entered in international format.

If you have multiple phone numbers or multiple emails for a contact, list them separated by commas (in a single cell in the table).

If you fill in the "Company Name", be sure to specify the "Company Country". Our system will verify this counterparty and notify you if they are in the process of liquidation or bankruptcy.

One counterparty can have several representatives (contacts of different employees). In this case, specify the exact same company name for all the imported contacts associated with them.

After you finish filling out the template, return to the Upservice tab and upload your completed table. Wait for the file to upload and click "Continue".

Select the person responsible for the counterparties and click "Continue" again.

A warning window will appear:

"Importing contacts may take a long time. Once the upload is complete, you will receive a notification, please wait."

When the import is complete, you will receive a notification about it.

By clicking on the notification, you will be able to see the results of your contact import:

If the contacts were imported successfully — click "Finish"

If any contacts failed to import, Upservice will show you which fields were filled out incorrectly.

Click on the three dots to the right of the "Not imported contacts" file and download it.

Open the downloaded file on your computer, correct the necessary data, and import the table again

]]> What is SLA? http://upservice.io/help/what-is-sla Mon, 22 Jun 2026 16:03:00 +0300

What is SLA?

When connecting communication channels in Upservice, a channel administrator may encounter such a concept as SLA.

SLA (Service level agreement) is an agreement between a service provider and a client. It describes the list of services provided, response speed, service level, rights and obligations of both parties.

Using an SLA when configuring communication channels in Upservice will allow you to adhere to deadlines when providing responses to clients and not go beyond the timeframes for completing requests.

In order to configure an SLA, you need to connect one of the available communication channels with Upservice. You can read about how to connect a website form, online chat, Telegram bot, WhatsApp, email, Personal account, and External channel to Upservice in the "Contacts and chats" section.

After connecting the required communication channel, go to the "Channel Settings" tab in the "Contacts" section and select the communication channel where you want to configure the SLA:

Scroll down the communication channel settings to the "SLA" toggle and activate it. The toggle should turn turquoise:

Then in the "Operator's SLA" and "Assignee's SLA" blocks (as needed, if you are using tickets), fill in the necessary fields (Hours and Minutes):

Please note: when configuring the SLA, you must specify the SLA for both the channel operator and the assignee. After filling in the SLA, click "Save":

Task based on a client's request:

When you create a task from a client's message in a communication channel where SLA time is set, the fields "Complete by, Contact, SLA tracking object, Channel" in the request will be filled out automatically by the system and cannot be edited (this is done so that employees do not violate deadline obligations to clients):

Your client will be able to track the progress of their request. Upservice will send them a link to the request in the communication channel through which the client contacted the company, and will notify them about the progress of work on it (in progress, completed, or rejected). If the request was created by an operator and not from a client's message, the notification will be sent to the client's email, or if no email is specified, via SMS to the client's phone number.

It is also possible to add the SLA function when creating a record in the Directory:

Adding the SLA function in the directory is convenient for subsequently keeping track of the number of requests, for example, that come into your channels. Thus, when linking a request to a directory record that has an SLA set, the SLA will automatically be pulled into the request.

To do this, when creating a request, you simply need to specify your directory record (where the SLA is indicated) as the SLA tracking object, and the execution deadline will be pulled automatically.

To monitor the quality of request execution according to SLA, the system provides a "Quality of service report (Tasks with SLA)". In it, you can track how many hours your employees were overdue in fulfilling a request and monitor other parameters.

]]> Choosing a phone number and email for sending messages http://upservice.io/help/choosing-a-phone-number-and-email-for-sending-messages Mon, 22 Jun 2026 16:32:00 +0300

Choosing a phone number and email for sending messages

In Upservice, you can specify multiple contact details for a client: several phone numbers and several email addresses. When sending messages, the system takes into account which numbers and emails you have chosen and sends messages exactly through the selected channels.

General behavior when sending messages

When sending a message, the system checks how many contact values are specified and which of them are selected for sending. The further logic depends on whether one number/email or several are specified.

Briefly, the logic looks like this:

· if only one phone number is selected — messages are sent to this number, even if messages previously went to another number;

· if only one email is selected — messages are sent to this email, even if messages previously went to another address;

· if several phone numbers are filled in — when sending, you select the desired number in a modal window, and the message is sent to the selected number;

· if several email addresses are filled in — when sending, you select the desired email in a modal window, and the message is sent to the selected address.

Sending messages with a single phone number

If only one phone number is specified and selected for the client, the system uses it to send all messages via telephone channels. This is true even if messages for this client were previously sent to another number — after selecting a new single number, the system starts sending messages only to it.

Important:

· if one phone number is specified for the client — the modal window for choosing a number when sending messages is not displayed;

· messages are always sent to the single selected phone number.

Sending messages with a single email

Similar logic works for the email address. If only one email is specified and selected for the client, the system uses exactly it when sending messages via the "Email" channel, even if messages were previously sent to another address.

In this case:

· the modal window for choosing an email when sending a message is not displayed;

· messages are sent to the single selected email address.

Choosing a phone number when there are multiple numbers

If the client has more than one phone number specified, the system does not automatically send a message to any number. Instead, when sending a message, a modal window for selecting a phone number is displayed.

In the modal window, you:

See a list of all available phone numbers of the client;
choose which number you need to send the message to;
confirm the choice and sending of the message.

After confirmation, the message is sent to the selected phone number.

Choosing an email when there are multiple addresses

If the client has more than one email address specified, when sending a message via the "Email" channel, the system displays a modal window for choosing an email.

In the modal window, you:

See a list of all available email addresses of the client;
Choose which email you need to send the message to;
Confirm the choice and sending of the email.

After confirmation, the message is sent to the selected email address.

Channels for which phone number and email selection work

The logic for choosing a phone number and email when sending messages does not work for all channels at once, but only for specific communication channels.

Channels for sending messages by email:

· Email — email selection is used when sending messages through this channel.

Channels for sending messages by phone number:

Telegram Account (Personal Telegram);
WhatsApp.

When sending messages via the specified channels, the system uses the selected phone number or email in accordance with the logic described above.

]]> How to connect WhatsApp to Upservice http://upservice.io/help/how-to-connect-whatsapp-to-upservice Tue, 23 Jun 2026 15:50:00 +0300

How to connect WhatsApp to Upservice

To connect WhatsApp to Upservice, go to the "Settings" section, then go to the "Channels" tab and click the "Connect Channel" button:

Select the WhatsApp channel type:

Next, you need to enter the "Channel name" and "WhatsApp phone number" . After that you need to click the "Request a QR code" button, after which you will be redirected on the next page where you need to scan the QR code displayed on the screen from your mobile phone.

After scanning the QR code, you must fill in the following fields:

Channel name — a name that reflects the purpose of the chat. For example, "Facebook for clients" or "Facebook for support". This name is available only to colleagues, clients will not see it;
Supervisor — this is the only employee who can be assigned to this role. They have the right to add or remove operators, as well as change channel settings and communicate with clients;
Managers — company employees who will communicate with the users of your site;
Tags - if you specify any of the tags in the channel, then all subsequent contacts that will be created for you through this channel will immediately arrive with an ALREADY assigned tag. This will be the tag that you selected at the channel creation stage;

To set up the operators' working hours, drag the "Channel operating hours" slider to the right.

In the working hours settings, select the Time zone that will correspond to the working schedule of your company. It is important to select the time zone that matches the location of your office or the place where you provide services.

Next, specify the working days and time when your employees are available to provide consultations in the chat and also immediately set up the "Automatic response outside of business hours":

If you work 24/7, set the time from 12:00 AM to 12:00 PM. To specify lunch time, set two time intervals: morning and until lunch, and after lunch and until the end of the workday.

If necessary, enable the SLA function and write down the "Auto-response for the customer". To do this, click on the slider next to "SLA" and type the auto-reply in the field below.

In this case, if the operator did not manage to answer the client within 5 minutes, then the auto-reply will be sent to them automatically:

Set up Feedback from your clients.

Then we click on the "Save" button and our channel will be successfully saved:

Now the client can write to you in the WhatsApp application and you will see his messages in Upservice:

WhatsApp connection is a paid service, the rates for which you can find on our website.

But it's worth noting that when connecting 5 or more employees, 1 WhatsApp number is free. You can contact us during business hours (Mon-Fri: 9:00-18:00 UTC +3) to clarify any questions you may have.

]]> How to connect your email to Upservice http://upservice.io/help/how-to-connect-email-to-upservice Tue, 23 Jun 2026 16:15:00 +0300

How to connect your email to Upservice

How to connect your email to Upservice

Upservice allows you to connect your email so that you can respond to users who send you emails from the system interface.

Select the email you use:

Gmail.com;
Mail.ru;
Yandex.ru;
Rambler.ru;
Outlook.com;
Yahoo.com;
iCloud.com.

Connect any number of email accounts, and all client emails will be sent to Upservice. For example, if you have one email address for customer support and another for order intake, you won't have to switch between them. You'll receive requests from all your email accounts in a single app.

Operators will receive notifications about every new email and will not miss a single client request, even if the Upservice tab is closed.

To connect Email in Upservice, you need to go to the "Settings" section, then go to the "Channels" tab, click the "Connect channel" button:

Select the channel type "Email":

If you use a different email address or are having trouble figuring out your settings, please contact us and we'll help.

An application password is used to connect mail.

Please note, this is not your email password!

Connecting Gmail

Step 1: Enable IMAP access.

1. Log into your Gmail account on your computer.

2. In the upper right corner, click on the “Settings” icon, then “All settings”.

3. Open the "Forwarding and POP/IMAP" tab.

4. In the IMAP Access section, select Enable IMAP.

5. Click "Save Changes".

Step 2: Use the following information to fill in the fields in Upservice.

To create an app password, two-factor authentication must be enabled on your Gmail account. Without this requirement, you won't be able to connect your email to Upsrvice.

To enable two-factor authentication, follow this link .

Email address

Your mailing address

Incoming mail server (IMAP server)

imap.gmail.com

Outgoing mail server (SMTP server)

smtp.gmail.com

Password

Your gmail.com app password (not your email password). To create an app password, use this link.

Enter the name of the application in the field and click Create.

Port

IMAP — 993 (SSL/TLS encryption protocol)

SMTP - 465 (SSL encryption protocol)

SMTP — 587 (TSL/STARTTLS encryption protocol)

Please note! When connecting, you use an APPLICATION PASSWORD, not an EMAIL PASSWORD. Learn about an app password and how to set one here.

Connecting Mail.ru email

Step 1: Set a password for the external application.

1. Go to Mail ID settings → Security.

2. In the Sign-in methods area, go to Passwords for external applications.

3. Click the "Create" button next to "External application password".

4. In the "New password for external application" window, add a password name, for example "Upservice office", and click the "Continue" button.

5. Select "Full mail access" and click the "Continue" button.

6. Next, confirm that this is your account.

7. Copy the password.

Step 2: Use the following information to fill in the fields in Upservice.

Email address

Your mailing address

Incoming mail server (IMAP server)

imap.mail.ru

Outgoing mail server (SMTP server)

smtp.mail.ru

Password

Your password for the external application (the one you created in the first step).

Port

IMAP — 993 (SSL/TLS encryption protocol)

SMTP - 465 (SSL encryption protocol)

SMTP — 465 (SSL/TLS encryption protocol)

Connecting to Yandex.ru mail

Step 1: Set up your mailbox.

1. Open the "Mail programs" section in Yandex.Mail settings.

2. Select the options "From the imap.yandex.ru server via IMAP protocol" and "App passwords and OAuth tokens".

3. Click the "Save Changes" button.

Step 2: Create an app password

1. Open the "Account Management" page in Yandex.Mail settings.

2. In the Security section, go to App passwords.

3. Next, in the "Create app password" area, select the "Mail" application type.

4. Create a name for the password, such as the name of the app you're creating the password for. This name will appear in the list.

5. Click "Next." The app password will be displayed in a pop-up window.

Step 3: Use the following information to fill in the fields in Upservice.

Email address

Your mailing address

Incoming mail server (IMAP server)

imap.yandex.ru

Outgoing mail server (SMTP server)

smtp.yandex.ru

Password

Your Yandex.ru app password (the one you created in step two).

Port

IMAP — 993 (SSL/TLS encryption protocol)

SMTP - 465 (SSL encryption protocol)

Connecting to Rambler.ru mail

Step 1: Enable IMAP access.

1. Log into your Rambler email on your computer.

2. Go to Settings → Applications.

3. Set the "Access your mailbox using email clients" switch to "On." The setting will be saved automatically.

Step 2: Use the following information to fill in the fields in Upservice.

Email address

Your mailing address

Incoming mail server (IMAP server)

imap.rambler.ru

Outgoing mail server (SMTP server)

smtp.rambler.ru

Password

Your password for Rambler.ru mail.

Port

IMAP - 993 (SSL encryption protocol)

SMTP - 465 (SSL encryption protocol)

Connecting to Outlook.com Mail

Step 1: Enable IMAP access.

1. Log into your Outlook.com email on your computer.

2. Select Options → Forwarding & IMAP.

3. In the POP and IMAP settings section, drag the sliders "Configure the use of the POP protocol for devices and applications" and "Enable the use of the IMAP protocol for devices and applications" to the right.

4. Click Save.

Step 2: Use the following information to fill in the fields in Upservice.

Email address

Your mailing address

Incoming mail server (IMAP server)

outlook.office365.com

Outgoing mail server (SMTP server)

smtp.office365.com

Password

Your Outlook email password

Port

IMAP - 993 (SSL encryption protocol)

SMTP - 587 (TLS encryption protocol)

Connecting Yahoo.com Mail

Step 1: Enable IMAP access.

1. Log in to your Yahoo Mail.

2. Go to the "Account Security" settings.

3. Enable Allow apps that use less secure sign in.

4. Create an app password. Select "Other ways to sign in," then "Generate and manage app passwords."

Step 2: Use the following information to fill in the fields in Upservice.

Email address

Your mailing address

Incoming mail server (IMAP server)

imap.mail.yahoo.com

Outgoing mail server (SMTP server)

smtp.mail.yahoo.com

Password

Your Yahoo app password

Port

IMAP - 993 (SSL encryption protocol)

SMTP — 465/587 (SSL/TLS encryption protocol)

Connecting iCloud.com Mail

Step 1: Create a password for the program.

1. Sign in to your Apple ID account at appleid.apple.com. Enter the verification code sent to your phone.

2. Under Sign-in and security, click App passwords.

3. Click the "Create app password" button, enter any name (we recommend using "Mail"), and click the "Create" button.

4. Enter your Apple ID account password again, then click the "Save" button.

Step 2: Use the following information to fill in the fields in Upservice.

Email address

Your mailing address

Incoming mail server (IMAP server)

imap.mail.me.com

Outgoing mail server (SMTP server)

smtp.mail.me.com

Password

Your app password created in your Apple ID account

Port

IMAP - 993 (SSL encryption protocol)

SMTP - 587 (SSL encryption protocol)

If you receive an error message when using SSL, try using TLS or STARTTLS.

After completing the first step of connecting your email, you'll be taken to the second step, where all your channels will be open. You'll need to open your communication channel for settings:

Fill in the fields:

Channel name — a name that reflects the purpose of the chat. For example, "Facebook for clients" or "Facebook for support". This name is available only to colleagues, clients will not see it;
Supervisor — this is the only employee who can be assigned to this role. They have the right to add or remove operators, as well as change channel settings and communicate with clients;
Managers — company employees who will communicate with the users of your site;
Tags - if you specify any of the tags in the channel, then all subsequent contacts that will be created for you through this channel will immediately arrive with an ALREADY assigned tag. This will be the tag that you selected at the channel creation stage;

To set up the operators' working hours, drag the "Channel operating hours" slider to the right.

Next, specify the working days and time when your employees are available to provide consultations in the chat and also immediately set up the "Automatic response outside of business hours":

If you work 24/7, set the time from 12:00 AM to 12:00 PM. To specify lunch time, set two time intervals: morning and until lunch, and after lunch and until the end of the workday.

If necessary, enable the SLA function and write down the "Auto-response for the customer". To do this, click on the slider next to "SLA" and type the auto-reply in the field below.

In this case, if the operator did not manage to answer the client within 5 minutes, then the auto-reply will be sent to them automatically:

Set up Feedback from your clients.

Then we click on the "Save" button and our channel will be successfully saved:

Now the client can write to your Email and you will see his messages in Upservice:

]]> How to create and connect a Telegram bot to Upservice http://upservice.io/help/how-to-create-and-connect-a-telegram-bot-to-upservice Tue, 23 Jun 2026 16:32:00 +0300

How to create and connect a Telegram bot to Upservice

Upservice allows you to communicate with Telegram users directly from the "Contacts" section of the interface. This means your clients can communicate with you directly in the messenger without having to visit your website. It's incredibly convenient.

Connecting a Telegram bot;
Design of Telegram bot;
Join a Telegram group;
Connecting a numbered telegram.

Differences between numbered Telegram and Telegram bots

Numbered Telegram

Allows you to write to users first, without waiting for an incoming message.
Uses a paid channel: to work, you need to pay for each allocated number.

Telegram bot

Cannot initiate a conversation - here you can only reply to those who wrote to you.
Free channel: there is no limit on the number of bots, you can connect as many as you like.

Connecting a Telegram bot

To enable clients to message you on Telegram, you need to create and connect a bot. This can be done in a few simple steps.

Search for @BotFather in Telegram's chat search:

Click on the "Open bot" button and tap "Create a new bot" :

Fill in the fields:

Bot Name
About
Create a username for your bot and click "Create Bot".

Congratulations, you've created your own Telegram bot!

Now you need to click the "Copy Key" button in your bot settings, after which you will return to Upservice.

After creating a Telegram bot, you need to connect it to Upservice. To do this, go to the "Settings" section, go to the "Channels" tab, click "Connect Channel,"

Select the channel type "Telegram bot"

Paste the API token you received in the previous step into the field and click the "Next" button:

After you have clicked the "Next" button, the usual channel setup in our system follows.

Fill in the fields:

Channel name — a name that reflects the purpose of the chat. For example, "Facebook for clients" or "Facebook for support". This name is available only to colleagues, clients will not see it;
Supervisor — this is the only employee who can be assigned to this role. They have the right to add or remove operators, as well as change channel settings and communicate with clients;
Managers — company employees who will communicate with the users of your site;
Tags - if you specify any of the tags in the channel, then all subsequent contacts that will be created for you through this channel will immediately arrive with an ALREADY assigned tag. This will be the tag that you selected at the channel creation stage;

To set up the operators' working hours, drag the "Channel operating hours" slider to the right.

Next, specify the working days and time when your employees are available to provide consultations in the chat and also immediately set up the "Automatic response outside of business hours":

If you work 24/7, set the time from 12:00 AM to 12:00 PM. To specify lunch time, set two time intervals: morning and until lunch, and after lunch and until the end of the workday.

If necessary, enable the SLA function and write down the "Auto-response for the customer". To do this, click on the slider next to "SLA" and type the auto-reply in the field below.

In this case, if the operator did not manage to answer the client within 5 minutes, then the auto-reply will be sent to them automatically:

Set up Feedback from your clients.

Then we click on the "Save" button and our channel will be successfully saved:

Now the client can write to you in the WhatsApp application and you will see his messages in Upservice:

]]> How to connect Upservice Chat widget to your website http://upservice.io/help/how-to-connect-upservice-chat-widget-to-website Wed, 24 Jun 2026 09:02:00 +0300

How to connect Upservice Chat widget to your website

To connect (create) an online chat for your website, go to the "Settings" section, go to the "Channels" tab, click the "Connect a Channel" button:

Select the channel type "Chat widget"

Fill in the fields:

Channel name — a name that reflects the purpose of the chat. For example, "Facebook for clients" or "Facebook for support". This name is available only to colleagues, clients will not see it;
Supervisor — this is the only employee who can be assigned to this role. They have the right to add or remove operators, as well as change channel settings and communicate with clients;
Managers — company employees who will communicate with the users of your site;
Tags - if you specify any of the tags in the channel, then all subsequent contacts that will be created for you through this channel will immediately arrive with an ALREADY assigned tag. This will be the tag that you selected at the channel creation stage;

To set up the operators' working hours, drag the "Channel operating hours" slider to the right.

If you work 24/7, set the time from 12:00 AM to 12:00 PM. To specify lunch time, set two time intervals: morning and until lunch, and after lunch and until the end of the workday.

You can also display chat outside of business hours and collect customer contact information at times when you are unavailable or do not display chat at all during these hours.

Welcome Message – This message will be sent automatically after a user on your website opens the chat. Greet them, offer your help, or set up a "Welcome Message" for after-hours use:

You can enable the "Invite site visitors to a conversation automatically" feature. To do this, drag the slider next to this feature to the right:

If necessary, enable the SLA function and write down the "Auto-response for the customer". To do this, click on the slider next to "SLA" and type the auto-reply in the field below.

In this case, if the operator does not have time to answer the client within 5 minutes, then an automatic response will be sent to him automatically:

Next, you can set your individual chat settings, such as:

Chat Header
Chat Color
Chat icon
Chat Position

By default, an automatic welcome message is enabled. It appears some time after a user visits your site. You can set the time after which the message appears. If "Invite to the site automatically" is not selected, the user will not see a welcome message. In this case, only the chat icon will be displayed:

Set the padding in pixels to prevent the chat from blocking important elements of your website:

Set up Feedback from your clients.

The countdown to submitting the feedback form starts from the moment your contact sent their last message.

If needed, you can enable the feature and add Telegram, WhatsApp, and "Callback Request" to the chat on the website:

Click "Save" and go to your website to insert the generated code:

Connecting Upservice online chat to your website

After filling out all the fields in the chat creation form, you'll receive a code. Copy it.

This script must be inserted into the source code between the <head> and </head> tags on the pages where you want to see the online chat:

If needed, you can create different online chats for different pages of your website. For example, you could place one chat in the product catalog and assign operators to the sales department. And place a second chat on the company information page and assign operators to the accounting department.

]]> How to connect a form to a website http://upservice.io/help/how-to-connect-a-form-to-a-website Wed, 24 Jun 2026 10:36:00 +0300

How to connect a form to a website

With Upservice, you can create a form to collect customer contact information and receive inquiries. The form works completely independently. You can publish a link to it on social media or messaging apps and collect inquiries even without a website.

Information collected through the form on the website is sent to the "Contacts" section within Upservice.

The website form will allow you to collect customer feedback, arrange pre-registration, evaluate service quality, collect applications, and much more.

The form is adapted to all screen resolutions and platforms. It might look like this:

Let's figure out how to create a high-converting form for collecting customer contact information.

To create a form on the website, go to the "Settings" section, go to the "Channels" tab, and click the "Connect Channel" button.

Select the channel type "Website form":

Fill in the fields:

Channel name — a name that reflects the purpose of the chat. For example, "Facebook for clients" or "Facebook for support". This name is available only to colleagues, clients will not see it;
Supervisor — this is the only employee who can be assigned to this role. They have the right to add or remove operators, as well as change channel settings and communicate with clients;
Managers — company employees who will communicate with the users of your site;
Tags - if you specify any of the tags in the channel, then all subsequent contacts that will be created for you through this channel will immediately arrive with an ALREADY assigned tag. This will be the tag that you selected at the channel creation stage;

Form Header - is the text that appears below the logo and centered on the form. In the example below, the title is "Contact Form."
Form subtitle (optional)
Text after submitting the form

By scrolling down the form builder, you need to specify the fields that your client must fill out.

The "Name" field is always required and cannot be changed.
The "Phone" and "Email" fields are also required. This means you can't disable both at the same time. Disable "Phone," and "Email" becomes required. Disable "Email," and the phone field becomes required. This ensures you always have some form of customer contact information. The "Add File" field allows your customer to attach a file. You can disable the "Add File" field or remove it entirely, as it's optional.

If needed, you can add your own field, such as "City" or "Age." To do this, click the "Add Field" button.

You can change the uniform color. To do this, click on the "Form color" field and select the desired color.

The final stage of setting up a form on a website is its design.

You can change the button text and color. To do this, click the corresponding fields.

To give your form a personal touch, use a background. If a uniform fill isn't suitable, you can use an image. Here's what it might look like.
Supported formats: JPG, PNG, GIF, SVG, no larger than 5 megabytes. We strongly recommend uploading images no larger than 2 megabytes. This will help your page load faster and increase your form's conversion rate.

You can place your logo above the form. To do so, click the "Upload Logo" button. The recommended size is 180x180 px. Format: JPG, PNG, GIF, SVG. No more than 1 MB.

After making changes, click "Save." Upservice will generate a link to the form.

Now you can place a link to the form on your website, Telegram channel, or social media and receive requests from your clients directly in Upservice!

]]> Account settings http://upservice.io/help/account-settings Wed, 24 Jun 2026 11:14:00 +0300

Account settings

Account settings allow the user to change personal information, such as name, email address, and phone number, to keep their data current and ensure the service functions correctly.

To access your account settings, simply click the gear icon in the upper right corner next to your company name:

By clicking this gear, you will immediately see your account settings, where you can do the following:

Change your personal information (full name);
Change contact information (Email, phone number);
Also delete the account if necessary

Please note! You can only delete your account if you have resigned from all companies and have no active tasks or requests.

You can also change Contact Information for other workspaces in this space if you have them in your system

]]> Security settings http://upservice.io/help/security-settings Wed, 24 Jun 2026 11:33:00 +0300

Security settings

Security settings allow you to manage key login credentials. Here you can change your username, update your password, and provide additional security for your account. We recommend regularly reviewing and updating these settings to ensure the security of your data.

To access your security settings, simply click the gear icon in the upper right corner next to your company name:

Next, click "Security":

In this section, you can change your login information, namely your email address for logging into your account, your phone number, and in this section you can also change your password.

If you have any questions, please contact our Support Team and we'll be happy to answer your question!

]]> Notification settings http://upservice.io/help/notification-settings Wed, 24 Jun 2026 11:38:00 +0300

Notification settings

In the "Notification Settings" section, you can customize which notifications you want to receive across different sections of the system. This allows you to customize the system by disabling unnecessary notifications and only displaying those that are truly important. This way, you'll receive only relevant and useful information without being distracted by unnecessary information.

To access notification settings, simply click the gear icon in the upper right corner next to your company name:

Next, click Notifications:

This is how you got to the Notifications section. Here you can edit notifications in all sections where they appear, to suit your needs.
You can also configure the receipt of notifications to you in different formats, namely:

- Email messages: these notifications will be sent to your email address linked in the settings;

- Notification feed: these notifications will be added to your notifications in the service itself in the bell;

- Pop-up notifications: notifications that appear while you are working in the system:

To turn the notification you need on or off, simply drag the toggle to the desired On/Off position:

This way you can customize notifications for your work.

]]> How to create an automation rule for a counterparty and why is it necessary? http://upservice.io/help/how-to-create-an-automation-rule-for-a-counterparty Wed, 24 Jun 2026 14:05:00 +0300

How to create an automation rule for a counterparty and why is it necessary?

To access your account settings, simply click the gear icon in the upper right corner next to your company name:

To create a rule, you need to click the "Add Rule" button in Account Settings:

And fill in fields such as:

Rule name
Trigger (The event that triggers the rule)
Condition (The condition that determines when the rule applies)
Select the required companies
Action (What to do if the trigger is triggered and the conditions are met)
Select a responsible person

And click the Create button. Now you have a new counterparty rule:

Please note:

Automation rules are executed from top to bottom
If the AI assistant is enabled for a channel/contact, the automation rules do not apply.

Let's now take a closer look at exactly what rule we created:
When a ticket is created and the counterparty (Selected counterparty) is selected, a responsible person (Selected responsible person) is assigned.

That is, if you need a specific person responsible for working with a specific counterparty, you can do this using this rule.

]]> How to create a channel automation rule and why is it necessary? http://upservice.io/help/how-to-create-a-channel-automation-rule Wed, 24 Jun 2026 14:12:00 +0300

How to create a channel automation rule and why is it necessary?

We understand that each company has its own rules for appointing responsible persons depending on various conditions.
In the "Automation" block, you can assign ticket responsibilities based on specific parameters. How do you do this?

First, you need to go to settings:

Next, click on the "Automation" block. Here you can see all the rules you've already created:

To create a rule, you need to click on the "Add rule" button:

And fill in fields such as:

Rule name
Trigger (The event that triggers the rule)
Condition (The condition that determines when the rule applies)
Select the required communication channels
Action (What to do if the trigger is triggered and the conditions are met)
Select a responsible person

And click the Create button. Congratulations, you've created your first automation rule!

Let's now take a closer look at exactly what rule we created:
When creating a ticket, a responsible person (Selected responsible person) will be assigned to the channel (Selected channel)

That is, if you need a specific person responsible for a specific channel to be assigned, you can do this using this rule.

]]> How to create a keyword automation rule and why is it necessary? http://upservice.io/help/how-to-create-a-keyword-automation-rule Wed, 24 Jun 2026 14:19:00 +0300

How to create a keyword automation rule and why is it necessary?

We understand that each company has its own rules for assigning responsible parties based on various circumstances.

In the "Automation" section, you can assign responsible parties to tickets based on specific parameters. How do you do this?

First, go to Settings -> Automation:

Next, you can add a new rule or edit a previously created one:

To create a rule, you need to click the "Add Rule" button and fill in the following fields in the side window that appears:

Rule name
Trigger (an event that triggers a rule)
Condition (a condition that determines when a rule applies)
Select the required communication channels (the channels from which you will receive inquiries from users)
Action (What to do if the trigger is triggered and the conditions are met)
Select a responsible person

In this article, we'll cover creating a rule using "Keywords." For example, you might want all emails containing the words "Agreement," "Document," and "Minutes" to be assigned to a specific person responsible.

To do this, select Trigger -> Keywords. Enter the keywords, and then select the person responsible.
After entering all the necessary information, click "Create."

Please note:

Automation rules are executed from top to bottom
If the AI assistant is enabled for a channel/contact, the automation rules do not apply.

Let's now take a closer look at how this rule works:

The rule works for all channels from which tickets are created.
You can search by words, phrases, or to include several words at once by placing a "+" sign between them.
Added words will be searched in the ticket description.

When a ticket is created and it contains the keywords you specified, a responsible person (the "Selected Responsible Person") is assigned.

This means that if you need a specific responsible person to work with a specific list of keywords, you can do so using this rule.

]]> How to change your Upservice account password http://upservice.io/help/how-to-change-your-upservice-account-password Wed, 24 Jun 2026 14:47:00 +0300

How to change your Upservice account password

Please note: After changing your password, Upservice will redirect you to the login page for your personal account.

To change your personal account password, go to "Account Settings." To do this, click the gear icon in the upper right corner:

Switch to the "Security" tab. Fill in the "Current Password" and "New Password" fields. Then click the "Change Password" button.

After this, the system will redirect you to the personal account login page. All that's left to do is enter a new password and continue using Upservice.

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