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Your business number takes calls and faxes on the same line. The agent answers every call as usual. When a fax machine calls, WingUp recognises its tone, receives the fax and keeps it under Faxes as a PDF. You can also send a PDF to any fax machine from the app. It goes out from your business number. You do not need a fax machine or a second line.

Before you start

  • You need a business phone number in WingUp (Channels → Phone).
  • Receiving faxes is on for every number from the start. You do not need to set anything.
  • The Faxes item shows in the menu once the first fax arrives or is sent. Until then, open it from Channels → Phone → Faxes on your number → Open Faxes.

Receiving a fax

1

The sender faxes your business number

The agent answers. A fax machine plays a tone at the start of the call. WingUp hears it within a few seconds and passes the call to fax receiving. The agent does not talk to the machine.
2

The fax lands in Faxes

Go to Faxes → Received. Each fax shows who sent it (or Number hidden), when, and how many pages. Press Open the fax to see the PDF.
3

Mark it as handled

A new fax is marked New, and the menu counts the faxes that are not handled. When someone took care of it, press Mark as handled. Only what is not handled shows only the faxes still waiting.
You also get a message when a fax arrives, on the same channels as your call summaries, with a link to the fax. In Calls, a call that was a fax shows a Fax chip. It has no summary, because nobody spoke.
WingUp listens for the fax tone during the first 30 seconds of a call. A fax machine that starts sending later than that is not recognised. Ask the sender to send again.

Sending a fax

1

Open the send window

Go to Faxes and press Send a fax.
2

Fill it in

Type the Fax number (for example 03-1234567). If the business has more than one number, choose it in Send from. Add The document (PDF): a PDF of up to 10 MB. The first 50 pages are sent. You can add a few words on what it is.
3

Send

Press Send the fax. The fax shows under Faxes → Sent with its state: Waiting to send, Sending, Sent, or Did not go through.
If the line is busy or nobody answers, WingUp tries again by itself: three tries in all, about 2 and 5 minutes apart. If a fax still did not go through, its page says why in plain words, and you can press Try again. You also get a message when a fax you sent from the app failed for good. Faxes go to numbers in Israel (and in the US from a US number). A fax to a number abroad or to a premium number cannot be sent from the business.

Your fax letterhead

Faxes that the system sends on your behalf (from automations or from Wingy) carry your letterhead. Set it in Channels → Phone → Fax letterhead:
  • Upload a letterhead: a PDF, PNG or JPEG of up to 5 MB. A page in A4 proportions looks best.
  • Without one, the letterhead is Automatic: your logo, business name, phone and address at the top of the first page, from your business details.
  • Replace or Remove it at any time. After you remove it, faxes carry the automatic one.
A PDF you send yourself from the Send a fax window goes out as it is.

Turning faxes off on a number

Go to Channels → Phone → Faxes on your number and turn off Receive faxes on this number. From then on, a fax machine that calls that number meets the agent only, and its fax is not received. Turn it on again the same way. Each number has its own switch. Sending faxes is not affected.

Automations with faxes

An automation can start when a fax comes in (A fax comes in) and act on it. For example:
  • read the fax and add the request to a table, or open a task for the team;
  • keep the fax with the customer it came from;
  • write an answer as a letter on your letterhead (A letter on the letterhead) and send it back (Send a fax), then wait until the fax goes through or fails, and tell someone if it failed.
Sending a fax reaches someone outside the business, so by default an automation asks a person in the business to approve each fax first. A booking that a fax asked for also waits for a person’s approval by default. You, the owner, can let these steps run by themselves. Ask Wingy for such an automation, or see Flows: edit, approve, turn on.

Who sees and does what

  • Everyone who sees conversations sees the faxes and opens them.
  • The owner and the staff send faxes, try again and mark faxes as handled.
  • Only the owner turns receiving on or off and sets the letterhead.
  • With branches or departments, a fax belongs to the unit the number reaches. People see the faxes of their own unit only, as set in Organisation structure.

What WingUp can see and do

  • WingUp keeps every fax that came in and every fax you sent: the PDF, the numbers, the time, the page count, the name the sending machine gave itself, and the state. The PDF is kept with your business files.
  • A fax that came in is added to the timeline of the contact with the sender’s number (a new contact is made when there is none, as a call does). A fax you sent that went through is added to the recipient’s timeline.
  • WingUp sends a fax only when you send it, or when an automation does (after the approval it needs).
  • Each try to send a fax that the other side answered counts as outgoing call time.

Removing a fax

Faxes stay in Faxes as the history of the business. To stop receiving faxes on a number, turn it off as described above.

Contact support

Write to support@wingup.ai.