Troubleshooting Uppie in Slack

"Sending messages to this app has been turned off"

You're most likely in a DM with a different app named UpHex. Some workspaces have more than one app with that name, for example an older UpHex app installed before.

1. In Slack, open Apps in the left sidebar and click the UpHex app's name to open its profile.
2. Pick the UpHex app that was added when your agency connected Slack in UpHex (Apps → Slack). If you're unsure, reload Slack (Cmd+R or Ctrl+R) and open the app from Apps → UpHex again.
3. If your workspace has an UpHex app you no longer use, a Slack admin can remove it under Settings & administration → Manage apps.

If you still see the message after reloading, contact UpHex support.

Uppie doesn't answer at all

• Check the connection. In UpHex, open Apps → Slack. If it shows Reconnect to enable Uppie chat, your connection was made before Uppie could chat in Slack and is missing the newer permissions. Click the button and approve them. Notifications keep working either way.
• Invite the app to the channel. For mentions in a channel, the app must be a member. Type /invite @UpHex in the channel.
• Use the right workspace. Uppie only answers in the Slack workspace your agency connected.

"Uppie chat is off for this workspace"

Each Slack workspace can be used by only one UpHex agency for Uppie chat. If two UpHex agencies connect the same workspace, Uppie can't tell which agency a message belongs to, so it won't answer in that workspace. To fix it, disconnect Slack from the agency that shouldn't use the workspace (Apps → Slack → Disconnect Slack), or connect a workspace only your agency uses.

Uppie keeps sending me a link

That link connects your Slack account to your UpHex login, and you only need to do it once. Click Link my UpHex account within 15 minutes, sign in, and confirm. If the link has expired, send Uppie another message to get a new one.

"Your UpHex login doesn't have access to reporting"

Uppie answers with your UpHex permissions. Ask an agency admin to give your login access to reporting.

"Uppie is temporarily unavailable"

Something went wrong on our side while Uppie was answering. Wait a few minutes and ask again. If it keeps happening, contact UpHex support and tell us roughly when it happened.

"You've asked me a lot this hour"

Each person can ask Uppie up to 40 questions per hour in Slack. Wait a little, or keep going in UpHex.

Uppie won't show lead details in a channel

That's on purpose. Lead names and contact details are only shared in a DM with the UpHex app, so DM the app to see them.

If you have any questions, reach out via the Support Chat in your UpHex account.