24 Apr 2023: Logging in Stacks
20 Apr 2023: The no-code Canvas is live!
28 Mar 2023: Important changes to template categories
30 Mar 2023: Integrate with Huggingface.co
23 Mar 2023: Answer conversations on mobile
20 Mar 2023: Act on the user's last interaction
17 Mar 2023: Scan the list for unassigned chats
10 Mar 2023: Template with buttons in stacks
9 March 2023: More data in BigQuery!
16 Feb 2023: More possibilities for scheduling stacks
13 Feb 2023: Automatically mark messages as DONE
3 Feb 2023: Search with quick picks or date&time filters
17 Jan 2023: Add hyperlinks to Playbooks
11 Jan 2023: Export specific responses from Stacks
21 Nov 2022: A new look user interface!
18 Nov 2022: Build with feedback
13 Oct 2022: Reminders are in Beta!
11 Oct 2022: Building blocks
10 Oct 2022: New Turn.io Developer Docs
19 Sept 2022: More fields available in the Data Export API
15 Sept 2022: Shorter messages are better
13 Sept: Changes to the contact details API endpoint
7 Sept 2022: Stack improvements
1 Sept 2022: Learn to Build with Stacks.
19 Aug 2022: Better human support with Message Collections
18 Aug 2022: Deprecating Goals
17 Aug 2022: Build for your audience
16 Aug: Pick a date range
28 July 2022: Custom voice notes
14 July 2022: Get Stacking! Build more complex services.
4 July 2022: Faster insights
29 Jun 2022: Reminders are live!
8 Jun 2022: Track your conversations
3 May 2022: Reach out with Reminders
21 Apr 2022: Payments made easy!
3 Apr 2022: Follow up at an exact local time
20 Mar 2022: Small changes, big wins!
8 Mar 2022: Security enhancements
16 Feb 2022: Add resources to Playbooks and export Contacts
26 Jan 2022: Try out emojis in buttons, but no more 'templates' in sandboxes
5 Jan 2022: Use buttons in threads
23 Nov 2021: Button messages
2 Nov 2021: Playbooks Launch
20 Sept 2021: The end of Chatbase
9 Sept 2021: Data Export API
9 August 2021: Thread data export
22 June 2021: You know best!
21 June 2021: Sample content for templates
17 June 2021: Important security improvements
8 June 2021: Community Playbooks
18 March 2021: Improved billing transparency
17 March 2021: Share the amazing work you do
8 March 2021: Contextual replies and profile settings that suit you
22 Feb 2021: Button automation
18 Feb 2021: Updates to the fallback channel
17 Feb 2021: Contacts and labels data added to BQ
10 Feb 2021: Temporary limitations while we do a Search infrastructure upgrade
5 Feb 2021: Snappier and easier-to-use modals
3 Feb 2021: Add media to templates
27 Jan 2021: Add media or stickers to custom replies
21 Dec 2020: A last big release to celebrate the year
2 Dec 2020: Delete a template, get more insights and send stickers via the API
17 Nov 2020: Delete a user message
23 October 2020: Insights
19 October 2020: Hidden numbers by default
8 September 2020: Contact Profile
11 August 2020: Learn in Turn
3 August 2020: Add a list to your Exact match automations
30 July 2020: Manage your message template spend
15 July 2020: Data storage and rejection reasons
10 July 2020: WhatsApp profile and Login
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- Save important responses to the contact or as downloadable results
Save important responses to the contact or as downloadable results
Updated by Neelke Stadler
Personalisation is key when you chat to people. The more personal the experience is on your chat service, the more impact it will have.
You want to save some responses from users so that you can use it in future conversations. Stacks allow you to do that.
Remember, every message has individual settings. The Actions section allow you to act on important responses. Currently you can do 2 things with important responses.
1. Save responses to the contact profile
Contact profile fields are useful in various ways:
- It is viewable by helpdesk operators in the Turn user interface. This means that if information obtained during a conversation is stored, helpdesk operators can see that context when they interact with people.
- It can be used as triggers when setting up automation.
- It can be used to personalise message copy, e.g. @name
- It is used to define groups that will get specific Reminders
All of this is to say, you would want to save certain responses in stacks. Let's say during onboarding you ask a user what subject they teach. Once they respond to your question you can save their answer to their contact profile so that it is available for future purposes.
2. Save responses as downloadable results
Stacks allow you to build complex chat journeys with your users. Not all of your user interactions will be important to save, however, at times you want to save responses so that you can learn from them.
- In a code stack you need to use the write_result() function to capture specific responses and store them for analysis.
- On the no-code canvas you need to use the write result action to do this.
In both code and canvas stacks, you can download these important interactions as CSV files using the new Export Data button. The export will contain all the stored interactions per user.
How do you save a response?
Although the Update contact and Write results actions do different things, you save responses in the same way.
Note, responses from the following message types are saveable:
- Text questions
- Reply buttons; and/or
- List messages
Steps to save responses:
- Click on a message so the settings panel shows on the right-hand side.
- Go to the Actions and click + to expand the Update contact and/or the Write results.
- If there are any responses available to save, they will be shown next to Response from. You will see the name of the message that generated the saveable response/s. E.g. Subject in our example.
- From the dropdown, select the contact profile field you want to save the information to. Remember, your contact field should already exist. If not, you need to create it first.