Ensure the FL understands what a Talent Cloud is before removing (see Work with Enterprise Clients & Enterprise Talent Cloud). FLs also have the option to stay in the Talent Cloud and just turning off email notifications.
Chat/Phone
Share with the FL what a Talent Cloud is (see above Help articles). If they’d like to be a part of this still, but simply don’t want the email notifications, walk them through those steps (see Enterprise Talent Cloud). If they’d still like to be removed, see Talent Cloud Removal Steps below.
Ticket/Email
- If there’s any thought the user may be confused on what a Talent Cloud is, send macro: CS > Talent Cloud > Confirm They Want Removed from Cloud/Change Email and set ticket to ‘Solved’
- If user responds to still remove and/or it’s clear what the user is requesting, see Talent Cloud Removal Steps below as well as send macro: CS > Talent Cloud > Forwarded Request for Removal
IMPORTANT - if the FL is not specific on the Talent Cloud they want to be removed from, research. If more than one is on their account, be sure to ask them for the specific one they’d like to be removed from as stated above.
- Request received from FL asking to be removed from a Talent Cloud
- Submit request in Google Form
- Add CSS Note in OBO:
[ACTION] Removal from TC (sent to Talent Services)
[DEPARTMENT] CS
[CAUSE] FL request to be removed from TC
[NOTE] Added request in Google Form for Talent Services removal
[TICKET #] (insert ZD URL)
- Update the user that their request was submitted and they’ll see the removal within 1 business day
- Solve out the ticket
CS::Talent Cloud::Confirm They Want Removed from Cloud/Change Email
Removal Request Confirmation (when a request comes through ticket/email and it's not clear which Talent Cloud they want to remove and/or if they actually want to remove or just stop notifications)
Hi {{ticket.requester.first_name}},
Thanks for contacting Upwork Support.
Unfortunately, I’m not sure if you want to be removed from a Talent Cloud or if you prefer to change your email notifications for these opportunities.
If you’d like to update your email preferences, click here and scroll down to “Groups & Invitations” to do so. You can choose to receive notifications about any Talent Cloud job posts daily, twice a day, instant or never.
If you would like to be removed from any Talent Cloud(s), please reply with the name of the Talent Cloud and we will be happy to help.
Not sure what a Talent Cloud is? Here are some great articles that explain more: Work with Enterprise Clients & Enterprise Talent Cloud.
I hope this information is helpful. Thanks for using Upwork!
Regards,
{{ticket.assignee.first_name}}
Upwork Support | support.upwork.com
CS::Talent Cloud::Forwarded Request for Removal
Removal Sent Forward (when a request comes through ticket/email and we send the above message where the user replies they do want to be removed from the Talent Cloud)
Hi {{ticket.requester.first_name}},
Thanks for your reply.
I’ve forwarded your request to be removed from [INSERT TALENT CLOUD NAME] projects.
You should see this update on your Upwork account within 24 hours.
If you need further assistance, please don’t hesitate to reach out again.
Thanks for using Upwork!
Regards,
{{ticket.assignee.first_name}}
Upwork Support | support.upwork.com