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Getting Started

Getting started guide and tutorials

By Brandon Oliver

• 7 articles

How do I get started with a company phone number?

Watch Getting Started Video Setting up your company phone number with UpCentral is quick and easy! Follow these simple steps to get started: 1. After signing up and logging in for the first time, you’ll be prompted to select your company number. Need additional numbers? Simply head to the dashboard and click the “Buy New (Company Number)” button to add more. 2. Next up, a little pop-up will show up on your screen where you can pick the area code for your shiny new company phone number. Now, we've already set it to the state of your billing address, but don't let that limit you - feel free to change it to any state you fancy for your company number. Your choice, your call! 3. Alright, last step! Now it's time to pick the number you want for your company. Have a look, choose the one that catches your eye, and then just confirm your selection on the next prompt. You're all set! Your company number is now ready to go! You can now start making and receiving calls and send/receive text messages through this number. Oh, and by the way, don't miss out on our other articles! We've got some really handy info on how to route calls and set up call queues with your company phone number. Trust me, they're definitely worth a read! Note: There is a $3.00 charge each time you change your company phone number. To avoid this charge make sure you pick your desired number carefully the first time around. Think about how the number fits with your business image, if it's easy for clients to remember, and if it reflects the geographical location of your business. To avoid unnecessary changes and subsequent charges, take your time and choose wisely.

Last updated on Feb 24, 2025

Getting started with scheduling

Start by navigating to the "Scheduling" section with the left navigation bar. On this screen, you will see the current schedule for the week by default. You can navigate to other weeks by using the week navigator. on the top right of the screen: Let's click on the right arrow on the week navigator to look at the schedule for next week. You can now create shifts for individual teammates/employees for next week by clicking on any area within a day column. For example you want to create a shift for John Doe for Mon 22, click on the column of Monday 22 on John Doe's row and a Create Shift window will popup: Select the start and end time, indicate if employee is current in training / on call basis and finally enter a comment (if any) and then click on the Save button. Congratulations! You've just created the first shift for an employee. Repeat the steps above until you've filled up all the shifts that is required for the week. And when everything looks good to you, you can click on the Publish button on the top right of the page. Once a schedule is published, the boxes turns blue to indicate they have been published and your teammates will be notified via SMS and email about their new work schedule. There you have it, now that you have your first work schedule you can now copy this schedule to future weeks by navigating to the following week and clicking on the button with 3 dots next to the teammate's name and click on "Copy last week's schedule"

Last updated on Feb 23, 2025

Understanding Conversations in UpCentral

UpCentral's text messaging feature enables two-way conversations and provides a consolidated view of all external communications with your contacts. When your company number receives a new text message, it appears as a conversation with the sender in the 'Conversations' -> 'All Conversations' section. You have the option to assign messages to yourself or to other team members. To view conversations specifically assigned to you, simply select the 'Assigned To Me' option from the left navigation bar. conversation screenshot To initiate a new outbound conversation, click the '+' button. Then, either type in the recipient's name or select them from a list to send a message.

Last updated on Feb 23, 2025

Guide to Registering Your A2P 10DLC Campaign

A campaign outlines the details of the messages you plan to send. When registering a 10DLC campaign, you might need to provide the following information: See samples below: Vertical - Financial Services - Education - Media and Communication - Insurance - Professional Services - Retail and Customer Products - etc (choose the appropriate option) Campaign Description We use our campaigns to send various messages to our customers, including account notifications, customer support, and special promotions for new clients. Our SMS service notifies customers when we receive a form they've submitted via our website or Facebook ads, assisting in the verification of their provided information. Additionally, we use text messaging to collect further details and help customers navigate the offer acceptance process. We also keep our clients updated on new offers and services through regular text messages. How do end-users consent to receive messages? (Message Flow) End users opt-in by visiting https://websitesample.com and entering their phone numbers. They must also select a box indicating their agreement to receive these messages from CompanyName, LLC. This opt-in process takes place once the customers have created an account, as shown in the screenshot found at https://websitesample.com/screencapture. End users can also opt-in by sending a message with the word "START" to (702) 123-0000. **Note: Please make sure a compliant and visible Privacy Policy to show that you do not share end-users phone numbers with 3rd party or affiliates for marketing purposes are included in your forms or website. Sample Message #1 Thank you for redeeming your new customer voucher, John! The next step is to book your appointment. You can easily do so by booking online using this link: https://example.com/calendarlink. Sample Message #2 Hello John Doe, this is Nate from CompanyName, LLC. I wanted to inform you that your call has been booked for October 23, 2023, at 1:30 PM EST. Opt-in Keywords Example: START, SUBSCRIBE Opt-in Message CompanyName, LLC: You are now opted-in. For help, reply HELP. To opt-out, reply STOP. Opt-out Keywords Example: STOP, END Opt-out Message You have successfully been unsubscribed from CompanyName, LLC. You will not receive any more messages from this number.

Last updated on Feb 23, 2025

How to Add Additional Teammates in UpCentral

Welcome to our guide on adding additional teammates to your UpCentral account. Expanding your team and ensuring everyone has access to necessary tools is crucial for seamless collaboration and productivity. Follow these simple steps to add new members to your team. Navigate to Teammates Begin by signing into your UpCentral account. Enter your credentials on the login page and access the main dashboard. Once you're logged in, locate the "People" option in the left navigation pane. From there, click on "Teammates" to access the team management area. Access the 'New Teammate' Option Inside the Teammates section, you’ll find an option to add new members, labeled as “New Teammate”. Click on this to proceed. Enter Team Member Details You will be prompted to enter the details of the new team member. This includes their full name, email address, and possibly their role within the platform. Make sure the information is accurate to ensure they receive the invitation. Depending on the level of access you want to grant, you may need to assign specific roles or permissions to the new member. Choose the appropriate settings that match heir responsibilities in your organization. Understand the Costs Please note that adding additional team members may incur additional costs, depending on the plan and billing frequency you are currently on. Review your current plan details to understand the exact costs associated with adding new team members at https://upcentral.io/ After entering all the required information and reviewing the associated costs, click on the 'Create' button. An email will be sent to the newly added teammate's email address containing their login details, allowing them to access UpCentral and start utilizing the service. Troubleshooting If the team member does not receive the invitation email, ensure the email address is correct and check the spam folder. Adding team members in UpCentral is straightforward. If you encounter any issues during this process or have any questions, please consult our support center or reach out to our helpdesk for assistance.

Last updated on Feb 23, 2025

UpCentral Toll-Free Number Messaging Guide

What is Toll-Free Number Verification? Toll-free number (TFN) verification is a mandatory process that ensures your text messaging traffic is whitelisted with the toll-free messaging aggregator. This helps reduce false-positive blocks and ensures message deliverability. Without verification, message delivery will be blocked. Verification Process: 1. Submit Verification Form: - From UpCentral dashboard, click on Verify Toll-Free Number - Verify your business and contact information and enter your website url. Next enter your business location. Fill out the remaining form with the following details: 2. Estimate Monthly Volume: - Select the estimated number of messages you expect to send per month. Be realistic and choose a number that reflects your actual usage to avoid issues with verification. 3. Opt-in Type: - Choose the method through which recipients have opted to receive your messages. 4. Use Case Categories: - Specify the categories that describe the purpose of your messages. 5. Opt-in Workflow Image URLs: - Provide URLs for images that demonstrate your opt-in process. 6. Use Case Description: - Describe the context and content of the messages you plan to send. 7. Message Content: - Include 1-3 variations of the messages you intend to send. 8. E-mail for Notifications: - Enter an email address to receive status updates on the verification process. 9. Additional Information (Optional): - Provide any extra details that may support your verification request. 10. Agreement: - Agree to the terms and conditions, certifying the legitimacy of your traffic. 11. Submit: - Click "Send information for verification" to complete the process. Key Points: - Verification Time: Usually takes 3 business days, but can take up to 5 weeks. - Prohibited Campaigns: High-risk financial services, get-rich-quick schemes, illegal substances, deceptive marketing, etc. Frequently Asked Questions: - Status Check: Receive email updates on verification status. - Failed Verification: If verification fails, you cannot send messages to North America; resubmission might be possible . - Delivery Issues: Contact support if you experience issues after verification. By following these steps, you can ensure your toll-free messaging traffic is verified and compliant with industry standards, leading to improved message deliverability and reduced risk of blocks.

Last updated on Feb 23, 2025

A2P 10DLC Campaign Registration Recommendations

Campaign registrations should meet each of the following descriptions for each field. Campaign Description The description should be thorough and provide an explanation of the campaign’s objective or purpose. Provided description needs to answer who the sender is, who the recipient is, and why messages are being sent to the intended recipient. Successful Example “Messages are sent by Acme to its existing customers. OTP Messages for MFA challenges for logging into the online portal to make changes to a user profile for security purposes.Customers confirm with an SMS when profile changes are made.” **Failed Example ** *“Blank” * Why is this rejected? No information is provided for the campaign's purpose. *“This campaign sends messages to customers” * Why is this rejected? It does not provide information on who is sending and receiving messages and why messages are being sent. Message flow/Call-to-Action The message flow/call-to-actions needs to provide clear and conspicuous details on how an end customer consents to receive messages and understand the purpose of the messaging. Call-to-Action should contain the following information: 1. The program or product description 2. Telephone number(s) from which messaging will originate 3. Identify of the organization or individual being represented in the initial message 4. Clear and conspicuous language about opt-in and any associated fees or charges 5. Compliant Privacy Policy 6. Other applicable terms and conditions (e.g., how to opt-out, customer care contact information) Opt-in needs to apply per campaign, should be not transferable or assignable and can not be obscured in terms and conditions (especially terms related to other services). If multiple opt-in methods can be used for the same campaign, please list them all. A compliant Privacy Policy must state that no mobile information will be shared with third parties/affiliates for marketing/promotional purposes. Information sharing to subcontractors in support services, such as customer service is permitted. All other use case categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties. Campaign reviewers need to be able to verify details provided in this field. Provide evidence such as a hosted link to screenshot or document for opt-in that occurs behind a gated login or on a paper form. Successful Example *Message Flow: “Customers provide opt-in specifically when enrolling into our website, or in person by requesting SMS capabilities within the store. Opt-in during website is a self-service process and occurs at *acme.com/signup”Website Opt-in Language: “By submitting, you authorize ACME to send text messages with offers and other information. Message/data rates apply. Consent is not a condition of purchase. [Link to terms and conditions].” **Failed Example *** “Customers sign up” * Why is this rejected? Where and how the customer provides opt-in is unclear. Sample Message Sample messages should reflect actual messages to be sent under campaign and indicate templated fields with brackets. Ensure consistency with use case and campaign description.Sample messages should identify who is sending the message (brand name). Ensure that at least one sample message includes your business name.Include opt-out language to at least 1 sample message. Successful Example “ACME 2FA Notice:Here is your one time password: 1234 Call [phone-number] to report if this request was not made by you.” **Failed Example *** “You have an upcoming appointment” * Why is this rejected? Opt-out is not provided, campaign will be rejected. Opt-in Keywords Please provide all keywords that allow users to opt-in to receive campaign messages. Successful Example “START, OPTIN, UNSTOP, IN” **Failed Example *** “Blank” * Why is this rejected? Message flow indicates customers can opt-in through text but no opt-in keywords are provided, campaign will be rejected Opt-in Confirmation Message Campaign must provide customers with an opt-in confirmation message. This is required for all recurring campaigns, regardless of opt-in method. CTIA Messaging Principles and Best Practices. Opt-in confirmation message should include: 1. Program (brand) name or product description 2. Customer care contact information (HELP command instructions) 3. Opt-out instructions 4. Disclosure that the messages are recurring and the frequency of the messaging 5. A “Message and data rates may apply” disclosure Successful Example “You are successfully opted in for messages from ACME for account notifications. Message and data rates may apply. Reply Help for additional support. Reply STOP to unsubscribe.” **Failed Example *** “You opted in for messages” * Why is this rejected? Opt-in message does not contain any information on brand and no information on opt-out process, campaign will be rejected. Opt-out Keywords Please provide all keywords that allow end users to stop receiving messaging from this campaign. Successful Example “STOP, UNSUBSCRIBE, END, QUIT, HALT” **Failed Example *** “Blank” * Why is this rejected? Twilio default Opt-out handling is disabled. As such, opt-outs must be handled via Twilio Advanced Opt-Out or by your application. Specify the keywords you have configured for Opt-out handling. Opt-out Confirmation Message When end users send opt-out keywords, the response messages need to include acknowledgement of opt-out request, brand name, and confirmation that no further messages will be sent. Successful Example "You have successfully been unsubscribed from Acme Corporation. You will not receive any more messages from this number." **Failed Example *** “Opt-out successful. You will not receive any more message from us.” * Why is this rejected? Opt-out message does not include brand, campaign will be rejected.

Last updated on Feb 23, 2025