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Has Upwork removed the Chat support?

nirveek_ghosh
Active Member
Nirveek G Member Since: Feb 6, 2017
1 of 23

Hi,

 

Till now I've been taking help of Upwork chat support but I don't see that now. Has Upwork removed it?

 

I'm an exclusive freelancer and also associated with an agency. When a new job is awarded, how do I understand which account has the job been awarded to?

 

Can anyone help me with this please?

kochubei_valeria
Community Manager
Valeria K Community Manager Member Since: Mar 6, 2014
2 of 23

Hi Nirveek,

 

If on the offer you see "Staffed by.." and then the name of your agency business manager, it means that the offer was made under the agency, which is the case with your pending offer.

 

Chat support isn't available for all users at all times, but you can click on the "Get Help from Upwork" button to access help options available to you at the moment.

~ Valeria
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nirveek_ghosh
Active Member
Nirveek G Member Since: Feb 6, 2017
3 of 23

Hi Valeria,

 

That's what I was also guessing when I saw the 'Staffed By' thing mentioned in the offer. I've requested the client to revise the offer and send it to my freelancer profile.

 

There's another question though and I'd appreciate if you can help me out.

 

When I switched to an 'exclusive freelancer' from a 'agency member', I was expecting I'll have complete rights in terms of what my profile shows. But I still see my profile is linked with the agency profile. Is there a way I can share the freelancer profile link directly with the client, and tell them to award any jobs there? The agency I was associated with is cold for now, and I'm operating on my own. I do not want the hassles of sending the payments to the agencies account, and then get transferred to my account.

 

Look forward to your feedback.

 

Thanks,

Nirveek

kochubei_valeria
Community Manager
Valeria K Community Manager Member Since: Mar 6, 2014
4 of 23

Hi Nirveek,

 

When you apply for jobs, you can choose if you apply under the agency or not. If you applied to the job via the agency, the offer that client sends to you will be through the agency as well.

 

If you want to receive direct offers from clients as an independent freelancer rather than through the agency, please go to your Settings> My Teams and change your Default Team to "no default team." If you don't want to work through the agency at all, you leave the team on that same page.

~ Valeria
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nirveek_ghosh
Active Member
Nirveek G Member Since: Feb 6, 2017
5 of 23

Valeria,

 

Thanks again for the response, but getting in touch with Upwork support has become a little more complicated, and time consuming now with the removal of the chat support.

 

As far as the offer was concerned, I had requested the client to send it to my freelancer profile (not agency) and the client now comes back saying he can't see my freelancer profile do don't know how to award a job at it.

 

I'm risking a business here and I don't know how long should the client wait for me.

 

Could you please help me out? All I need for now is that the offer should be awarded to my freelancer profile, so that on succesful completion I can withdraw the funds directly instead of going through the agencies account.

 

Thanks in anticipation.

 

Nirveek

vladag
Community Manager
Vladimir G Community Manager Member Since: Oct 31, 2014
6 of 23

Hi Nirveek,

 

You can share your freelancer profile link with this client and they can send you a direct offer from your profile.

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nirveek_ghosh
Active Member
Nirveek G Member Since: Feb 6, 2017
7 of 23

Hi Vladimir,

 

Thanks for a quick response.

 

That's what I had done actually. I had shared my profile URL https://www.upwork.com/freelancers/~01f79caedc495b0818?viewMode=1 with the client, and the client says they have awarded the job following the link only. But still I see the job is awarded in the agency's account.

 

When I tried opening the link myself, I didn't see any option of choosing between my freelancer profile and agency profile, so I'm assuming the client got confused in that itself.

 

Look forward to your feedback.

 

Thanks,

Nirveek

kochubei_valeria
Community Manager
Valeria K Community Manager Member Since: Mar 6, 2014
8 of 23

Hi Nirveek,

 

The client made you an offer related to the same job posting. Since you originally sent your proposal for the job post under the agency, the offers sent in relation to that job post will also be under that agency.

~ Valeria
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nirveek_ghosh
Active Member
Nirveek G Member Since: Feb 6, 2017
9 of 23

Hi Valeria,

 

This is a project that we (me and the client) have been discussing for a few months. When I submitted the proposal I was a part of the agency, but since then things have changed and the agency no longer is in operations. Hence I'm working as an exclusive freelancer now.

 

Unfortunately when the client agreed to start the project, things this side have changed, and I've been awarded the job in the agency's account.

 

I've explained the things to the client also and they are open to award it to my freelancer account, but aren't getting any options to do that.

 

What can be done in such a case?

 

 - Nirveek

kochubei_valeria
Community Manager
Valeria K Community Manager Member Since: Mar 6, 2014
10 of 23

Nirveek,

 

As long as the client chooses the related job posting when they send you an offer or send it via the interview room, it will be under the agency since the original proposal was under the agency.

Screenshot_31.png

 

The client can try to go to your profile, click Hire Now and send a direct offer not linked to the original posting.

 

Additionally, if you are not planning to work with the agency anymore you can always leave it under Settings> My Teams.

~ Valeria
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