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Frequently Asked Questions on TOS changes regarding information sharing and interviews

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Jessica G Member Since: May 27, 2020
771 of 814

I absolutely agree with Tim.  I have used Calendly both professionally, and for my freelance work for many years.  It was a major game-changer when I switched to an automated scheduling approach.  I had far fewer issues scheduling appointments (I worked in sales for a SaaS company and saw my sales increase since it was much easier to book with prospects).  Now, as a freelancer, I have already felt the effects of not having an automated schedule when trying to be hired by people in different time zones, or with busy schedules that don't always have a lot of availability.   My top requirements:

1.  Ability to set availability windows.  This might the same every day, different depending on the day of the week. of specific to a calendar date.  Ex. Mon-Fri 10am-4pm, Mon-Thur 10-4+Fri 10-1. Aug 7th unavailable.

2.  Outside of general availability, check the actual calendar such as Google or Office 365 to remove any already busy slots from a day.  These are for appointments scheduled outside of Upwork with existing clients, as well as personal appointments that come up.

3. TIME ZONE AWARENESS.  With people on Upwork often being in different time zones, and different regions handling time zones at different times of year, an awareness of the scheduler's local time is critical.  

4.  Saving the appointment to my calendar automatically.  This will both let me see all my appointments in one place, and remove the availability from my calendar regardless of the scheduling tools I use outside of upwork.  The prospective client should also getting an option to save the appointment to their calendar.

5.  Setting buffer time so appointments are not scheduled back to back.

6.  Setting scheduling parameters to indicate how far in advance an appointment must be booked (ex. at least 4 hours in advance) and how far out they are allowed to book (within the next two weeks). 

7.  Easy cancel and reschedule links that allow the prospective client to adjust when their availability changes.    This should also remove the appointment from my calendar and place the new appointment on my calendar.

8.  Email reminders and better yet, text reminders to both parties (if opted in) to reduce likelihood of appointments being forgotten.  

9.  Nice to have: Ability for the client to add additional guests to the appointment.  Frequently I'm meeting with multiple staff members as part of the "interview" for larger projects. 

Does this sound like a lot?  Well, yes, it is. There are several companies that make just this one critical business feature their business.  Trying to recreate best in class functionality is a lot.  Doing anything less short-changes both clients and freelancers who in any other world are able to choose the tools that work best for them.

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Jennyfer M Member Since: Jun 22, 2015
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DMing you right away! We are in need of finding a way to organize all this madness. I've been sending suggestions since day 1 and it seems like no one listens. 

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Jennyfer M Member Since: Jun 22, 2015
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LOL Well, it turns out that I cannot DM you either. 

This is what I intended to DM you

Hi Anna, 

 

You said you'd be interested in bouncing ideas regarding scheduling.  let me know when is a good time for us to discuss further. I'm on the East Coast, so I'm like 4 hours ahead. 

I am going to go full disclosure hoping this doesn't bite me in the arse, yesterday I had a meeting and we tried using upwork share screen. It was awful, to say the least. We had no choice but to go to zoom as both of us were booked back to back and didn't have the time to figure what's going on. In my experience, this is a very common issue with upwork communications features. There are many times where I don't even get a notification on screen or via email that someone messaged me. So I think all of that needs to be fixed as well. 

Anyway, IDK if I should send you a booking link but here you go **Edited for Community Guidelines** lol so feel free to pick a time that would work for you. 

 

Regards, 

 

Jennyfer 

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Moderator
Valeria K Moderator Member Since: Mar 6, 2014
774 of 814

Hi Jennyfer,

 

Thanks for following up. Anna's private messages should be working now and you should be able to PM her. I'll also let her know about your reply here. 

~ Valeria
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Tony S Member Since: Jun 22, 2015
775 of 814

Upwork, what's the right way according to TOS to act when I'm on a call with a prospect (no contract yet) using your platform video feature and the quality of the service is so bad as to not be able to communicate properly? Can we switch to Zoom in such cases?

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Vladimir G Moderator Member Since: Oct 31, 2014
776 of 814

Hi Tony,

 

Have you experienced an issue recently during a call?

 

If you open a call but experience audio issues, it may be a permissions problem. Make sure you have granted permission for Upwork to access your microphone and speakers. Please follow the troubleshooting steps shared in this Help article, which you can also access in the call window.

 

If the problem persists, you can contact Customer Support directly within the call application by selecting the gear icon > “Contact Upwork Support” > fill in the provided form. Our team will follow up on your ticket as a priority and assist you further.

 

Taking communication off the platform would be a TOS violation and we strongly encourage you and other users who might experience similar issues to follow the process we have in place in order to resolve the problem and be able to continue their communication in line with Upwork TOS.

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Jessica G Member Since: May 27, 2020
777 of 814

I have had problems recently on an Upwork call.  These have been quality issues.  So the audio was OK but at times would garble or have a delay.  The video quality was almost always pixelated.  And screens sharing did not sync...it only showed the first screen I displayed and did not show the subsequent screens as I clicked links within the same window.   I have had the same issues two different times using the platform in the last week.  I did report the problems at the end of the call via the feedback box.  

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Moderator
Vladimir G Moderator Member Since: Oct 31, 2014
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Thanks for sharing your feedback and I'm sorry to hear about the issues you experienced, Jessica. I'd suggest reaching out to our team ideally during or right after the call via the option in the call window, so our dedicated team could help troubleshoot the issue and provide further assistance asap. In the meantime, could you please check the tips shared in this Help article in order to confirm your audio and video permissions are up to date?

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Jessica G Member Since: May 27, 2020
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It isn't a permission issue.  The system is working, it is just working poorly.  I can hear and they can hear me - it is just not good quality.  I can see them, they can see me....it is just not high quality.  They can see my screen when I first start sharing, but then it freezes up.  These are not permission problems - they are quality issues.  As I said, I did post the feedback directly after the call to indicate the quality issues I'm having.   I do not have the same problems using other tools such as GoToMeeting and Zoom (both if which I use with existing clients and even my children's schools for parent meetings).

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Jessica G Member Since: May 27, 2020
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I'd also like to point out that the Upwork Call challenges I had were on a call for a longer-term, high dollar contract. Likely to be more than $20,000 of billing over the next 4 months.  It will require at least two pre-contract calls with the project owners.   We had challenges scheduling due to availability and time zone differences.  Then we had low quality while on the actual call.  These were not challenges I faced prior to the rule change when I could use Calendly/Zoom pre-contract.

Message I received from the prospective client: Sorry for the scheduling complexity. Much easier off upwork to communicate!

My suggestion for her was to be sure to share her feedback with Upwork.  I'm lucky that they were understanding of my reminder that we had to stay on platform to our discussions and didn't just walk away. I suspect not all prospects will be as understanding and flexible.

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