Frequently asked questions

The inbox interface is in Turkish today. The live chat widget your visitors see speaks Turkish and English, and API error messages come in either language. Talk to us and we'll walk you through it.

UPPU brings every customer conversation into one team inbox, on the official WhatsApp API and hosted in our own data center in Istanbul. Instagram, Messenger and your website's live chat land on the same screen.

Businesses and public institutions that talk to customers on WhatsApp, Instagram, Messenger and their website, and want to handle those conversations as a team and on record. You'll find examples by industry on our home page. UPPU serves businesses and institutions only; it isn't offered to consumers.

WhatsApp (official Cloud API), Instagram, Messenger and live chat on your website. We're building the Telegram channel and will announce it here when it's ready.

They wait in your inbox until your team is back. There are no business-hours settings or automatic greetings today. If no agent is online in the panel and a new conversation stays unanswered for 10 minutes, the owner, admins and the assignee get an email. Coming soon: UPPU Bot will be able to give the first reply based on your business hours.

We're building the Telegram channel and will announce it here when it's ready. We don't give dates.

Yes. UPPU runs on Meta's official WhatsApp Business Platform (Cloud API). You connect your own WhatsApp Business account and number through Meta's signup flow, and the UPPU team enables WhatsApp for your workspace. It is not the same as tools that link a phone session by scanning a QR code.

Yes, the number and the account are yours. Today a number connected to UPPU can't be used in the WhatsApp Business app on your phone at the same time; you can also start with a new number.

No platform can rule that out, but UPPU runs on Meta's official WhatsApp Business Platform. Meta usually restricts numbers that break its rules: unsolicited bulk messages, content people report, or low quality. In UPPU, marketing templates need a recorded consent and anyone who writes STOP has their consent withdrawn, and you see delivery statuses and explanations of Meta's errors in the panel (in Turkish today). Our comparison of the official API and QR tools sets out how unofficial tools differ.

On WhatsApp, a marketing template isn't sent without the person's recorded consent, and replying STOP, DUR or İPTAL withdraws it. Consent for commercial electronic messages under the law that applies to you (in Türkiye, Law No. 6563 and the İYS registry) is your duty; UPPU has no İYS connection.

You create utility and marketing templates in the panel; they sync with Meta every 6 hours and on demand, and you see their approval status in the panel. Today you send them from your own system through the API; the inbox has no template or campaign screen yet. Details are on the developer page.

When a customer writes to you on WhatsApp, a 24-hour customer service window opens and you can reply freely during it with service messages. It's counted by Meta's clock from the customer's last message. Once it closes you can only write with a template Meta has approved; UPPU shows the time left above the conversation.

There is no campaign or bulk-send screen in the panel. You can send approved templates from your own system through the API, within Meta's messaging limits and consent rules; sends are limited to 20 per second per key, and marketing templates need a recorded consent. Consent duties for commercial messages, such as Türkiye's İYS registry, stay with you.

First the UPPU team enables WhatsApp for your workspace: after you sign up, just email info@uppu.net with your company name. Then you connect your number with your own Meta account in Meta's signup window. The display-name review and, for higher messaging limits, business verification are Meta's own processes, and Meta sets their timing. The channel checklist shows where each step stands.

Yes. Messages that start from those ads land in your inbox, and your team answers from the same screen. While Meta's free entry window is open, the messages in that conversation are free; Meta sets the terms, and the details are on the pricing page. You run your ads in Meta yourself; UPPU doesn't manage ads.

Text, quick replies, reactions, images and videos, and story replies land in your inbox; the story file itself is never downloaded. Your agents reply with text (up to 1,000 bytes) from the inbox; quick replies and a heart reaction can be sent by your system through the API. Sending images or files to Instagram is off for now.

Not always. Because of Meta's permissions the name may not arrive automatically; the conversation then shows a fallback name such as «Ziyaretçi 7KQ2» (Visitor 7KQ2). Your agents can edit the contact's name in the panel.

Yes. Under Meta's rules you send your reply within 24 hours of the customer's last message. Instagram has no WhatsApp-style templates for writing after the window.

Your account needs to be a professional account linked to a Facebook Page. The UPPU team enables Meta channels for your workspace, and then you connect the account with Facebook Login. Before you connect, note that your Facebook Page's moderators can see and reply to Instagram messages.

Yes. Under Meta's rules you send your reply on Messenger within 24 hours of the customer's last message. Messenger conversations sit in the same inbox views as your other channels; an agent takes them or an admin assigns them.

Not always. Because of Meta's permissions the name may not arrive automatically; the conversation then shows a fallback name such as «Ziyaretçi M4TD» (Visitor M4TD). Your agents can edit the contact's name in the panel.

The UPPU team enables Meta channels for your workspace; then you sign in with Facebook Login for Business and choose your Page. From then on, messages sent to your Page land in your inbox.

Copy the installation code from the five-step setup wizard in the panel and paste it before your site's </body> tag; it's one line. The chat opens only on the sites you allow: up to 10 addresses, https only, with wildcards for subdomains. The channel goes live once you enter the address of your privacy notice.

No, files can't be sent in live chat today; visitors and agents send text only, up to 4,000 characters per message. If you need files, WhatsApp and Messenger carry images, video, audio and documents both ways.

Turkish and English. You pick the language in the channel settings or leave it to the visitor's browser. The inbox interface is in Turkish today.

You are the data controller for your website's visitors, and UPPU is the processor. That's why the chat links to your privacy notice before the first message and the channel doesn't go live without it. Each conversation records the version of the notice in force at the time.

No. The widget opens in a separate-origin frame on your site and sets no cookies; it keeps the visitor token and unsent messages in its own frame's browser storage. Visitor IP addresses and browser details aren't written to chat records, and the widget has no trackers or CAPTCHA. You may need to mention this storage in your cookie policy and privacy notice.

Not today: live chat has no business hours, auto-greeting or pre-chat form. Messages that arrive out of hours wait in the inbox, and if no agent is online and a new conversation stays unanswered for 10 minutes, the owner, admins and the assignee get an email. UPPU Bot, which will work to your business hours, is in development.

There are four roles: Owner, Admin, Agent and Auditor. The owner manages everything, and retention, API keys and webhooks are owner-only. Admins manage channels, assignment, tags and canned replies, templates and the privacy tools. Agents reply, take, resolve and tag conversations; auditors can only read. Agents see customers' phone numbers masked.

An agent takes the conversation, or an owner or admin assigns it to an agent. Live chat channels also have optional auto-assignment: each new conversation goes to the least-loaded available agent, you can set a limit of open conversations per agent, and agents set to Away aren't assigned new conversations. WhatsApp, Instagram and Messenger conversations are taken or assigned by hand today.

Yes. You can define 200 tags per workspace (10 per conversation) and 500 canned replies. Type / in the composer to open the canned reply list.

The number of agents depends on your plan; the free trial includes 5 seats. You add your team by invitation or through your company's verified email domain, and give each person one of four roles: Owner, Admin, Agent or Auditor.

No, there is no mobile app today. The panel runs in the browser and plays a sound, with an optional desktop notification, when a new message arrives. The notification never shows the message text.

There is no report or analytics screen in the panel today. You follow conversations with views and tags. For your own reports, you can pull message and status events into your system through signed webhooks or the API.

Everything stored in UPPU stays in our own data center in Istanbul. WhatsApp, Messenger and Instagram messages pass through Meta's infrastructure; our copy, media files and backups stay in Istanbul. Live chat data never goes to Meta. Details are on the security and data page.

Data stored in UPPU stays in our own data center in Istanbul. WhatsApp, Messenger and Instagram messages pass through Meta's infrastructure by nature. On these channels, establishing the legal basis for the transfer and informing the people concerned is your responsibility as the data controller (Data Processing Annex E.8). The transfers UPPU makes on its own behalf are explained in our KVKK privacy notice. Live chat data never goes to Meta or any other third party. The notification emails UPPU sends never carry your customers' message text.

You are the data controller for your customers' and website visitors' data (messages, media, consent records); UPPU processes that data on your behalf as your data processor. UPPU is the controller of panel users' account data, billing data and security logs. Roles and duties are set out in the Terms of Service and Data Processing Annex.

Open the contact in the panel: you can export their data as JSON or erase all of it (messages, conversations, media, consent records). To confirm an erasure you type the contact's label; the owner or an admin does this. If you have API access and a webhook, the erasure is reported to your system with a contact.erased event.

Conversations and messages are kept for 365 days by default, and the workspace owner can choose anything from 30–730 days. Expired data is deleted every night. Inbound media is kept for 90 days, and deleted data can remain in nightly backups for up to 7 days. Every period is in the table on the security page.

TLS on every domain; Meta access tokens and WhatsApp PINs are stored encrypted with AES-256-GCM, and only SHA-256 hashes of API keys are kept. Four roles, masked numbers, two-factor authentication and passkeys, and an audit log kept for at least 3 years. Details are on the security and data page.

UPPU's platform admins have no implicit access to your workspace data, and two-factor authentication is mandatory for their accounts. Inside your workspace, you decide who sees what with roles.

Data stored in UPPU (messages, media files, backups) stays in our own data center in Istanbul, and live chat data never goes to Meta or any other third party. WhatsApp, Messenger and Instagram messages pass through Meta's infrastructure by nature. We answer your technical and privacy questions in writing for your institution's assessment; talk to our public-sector team.

Health data is special-category personal data under KVKK, and controller duties such as notices and explicit consent stay with your organization. As your processor, UPPU stores the data in our own data center in Istanbul, and for sensitive topics live chat never goes to Meta. UPPU doesn't offer a compliance certificate; make the assessment with your legal adviser.

The reporting address, the scope and the rules we ask you to follow are on the security page. Please don't try to access real customer data or disrupt the service.

Not yet; it's in development. Two AI layers are coming to every channel: UPPU Bot, which will give your customers the first reply, and an agent assistant that will help your team with writing, translation, suggested replies and summaries. Both will use your company's knowledge base, and the model will run in our own data center in Istanbul. We don't give dates; write to us to join early access.

Your company's knowledge base. You'll enter common questions and key facts (business hours, address, prices) once; both UPPU Bot and the agent assistant will answer from it and show the source of each suggestion. The bot will also be able to call your own systems, such as orders or bookings, and answer from their data.

We don't give dates. UPPU Bot and the agent assistant are in development, and we'll announce them on this site when they're ready. To join early access, write to us.

No. The AI model will run on our own servers in our own data center in Istanbul, and your conversations won't be sent to an AI service abroad. WhatsApp, Messenger and Instagram messages always pass through Meta's infrastructure.

Meta's terms for the WhatsApp Business Platform bar providers whose main business is offering a general-purpose AI assistant. A bot that serves a business's own customers isn't what the ban targets; Meta decides at its sole discretion which uses fall under it, and UPPU Bot will be a customer service bot dedicated to your business that hands conversations to your team when needed.

UPPU Bot will answer from your knowledge base and the data of the systems you connect; when it can't find the answer, it will hand the conversation to your team with its history and a handover note. Your customer will be able to reach a person at any time, and your agent will be able to take over with one click. The agent assistant's suggestions will never be sent without your agent's approval.

The UPPU team enables the API for your workspace, and the workspace owner creates keys on the Developers page in the panel. Live keys start with uppu_live_ and staging keys with uppu_test_; only a SHA-256 hash of each key is stored. Docs and the OpenAPI file are on the developers page.

Every webhook is signed with HMAC-SHA256 in the Standard Webhooks format and arrives with the webhook-id, webhook-timestamp and webhook-signature headers. Verify the signature over the raw body with a constant-time comparison, and refuse a request whose timestamp is more than 300 seconds away from now. Code samples are on the webhooks page.

50 requests per second per key (bursts up to 100), and 20 message sends per second. Over the limit, the API answers 429 with a Retry-After header that says how long to wait. Limits for media and events are in the developer docs.

Webhooks come from 91.216.36.26, and we announce any change 30 days ahead. An IP allowlist is an extra layer; the real check is the signature.

Yes. When you switch a channel to API handling mode, your own bot runs it: incoming messages reach your system as signed webhooks, and you reply through the API. In this mode auto-assignment and the unanswered-conversation email are off, and conversations stay in the inbox's API view.

Try UPPU free for 14 days, no credit card needed. The trial includes 1 live chat channel, 1 WhatsApp number on request, 5 seats and 300 new conversations a day. When it ends your data isn't deleted; the workspace becomes read-only. The inbox interface is in Turkish today.

No. When the trial ends, your workspace becomes read-only: you can read conversations and export contacts' data, but you can't send new messages. The usual retention periods keep running. When you move to paid use, you pick up where you left off.

Tell us your company name, the channels you want to use, the number of agents and your expected monthly conversation volume, and we'll send you a written quote. Request a quote or write to info@uppu.net.

WhatsApp message fees aren't included in UPPU's price; Meta charges them separately. The fee depends on the message category and the recipient's country code, and since 1 October 2026 the first 1,000 service messages per business number each month are free. We explain the calculation on the pricing page.

No. Prices and quotes exclude VAT.

The scope and fee of paid use are set out in the quote we send you, and you pay by invoice. There is no card payment in the panel today.

Terms such as setup fees and the contract period are spelled out in your quote. WhatsApp message fees aren't included in UPPU's price; Meta charges them separately.

You change your plan with our team; there is no self-service plan change in the panel today. Write to us and we'll agree the new scope and terms with you.

Since 1 October 2026, the first 1,000 service messages per business number each month are free and the rest are charged; unused free messages don't roll over. Utility templates sent inside an open 24-hour window are now charged too. Without a payment method on your WhatsApp account, Meta stops delivering service messages once the free tier is used up. Last checked: 21 October 2026; details on the pricing page.

For public bodies and non-profits that Meta finds eligible, service messages stay free beyond the monthly free tier until 31 December 2027; Meta decides eligibility. Last checked: 21 October 2026; details on the pricing page.

Meta doesn't charge per message on Messenger and Instagram; only your UPPU plan applies. Live chat never passes through Meta. WhatsApp is the channel Meta charges for; the details are on the pricing page. Last checked: 21 October 2026.

A number connected to the official platform can't be used in the WhatsApp or WhatsApp Business app on a phone at the same time, so you first remove the number from the app or start with a new number. Then the UPPU team enables WhatsApp for your workspace and you connect the number in Meta's window with your own account. Writing after 24 hours needs an approved template, and marketing needs a recorded consent. The steps are in our comparison of the official API and QR tools.

No. UPPU doesn't import old chats or the contact list from the phone; conversations start with the messages that arrive after the number is connected. Before you remove the number from the app, keep your old chats with WhatsApp's chat backup or its export chat feature.

It depends on where the number is today: in another provider's WhatsApp Business account, in the phone app, or in an unofficial tool? Write to us and we'll plan the move with you.