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
What is an MAU (Monthly Active User)?
Can I use Turn.io in my country?
What is Turn.io?
Can I get a free trial?
What is Google-backed?
Can I format content with bold, italics etc?
How to change our chat service display name?
My sandbox isn't working? How do I connect?
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My emoji trigger isn't working?
How do I extract data out of Turn.io?
Can I edit and/or delete a custom profile field?
What are 'goals'?
What are 'collections'?
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Why is my video not sending?
How to setup subscription billing
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How do I add other contact fields?
I found a bug..
Can I use WhatsApp Groups on the API?
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Why has my template(s) been rejected?
How are conversations charged?
Example of user-initiated vs business-initiated conversations
Can I send a free-form message?
Are all conversations paid?
Get a WhatsApp line: Step-by-step instructions, with a video
Your WABA application checklist
Display name guidelines
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Your Business Verification checklist
Help! I got an error whilst doing embedded sign-up?
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Help! What is two-factor authentication (2FA)?
How to use Turn.io
Get building with the no-code Canvas
How to use the message settings
Save important responses to the contact or as downloadable results
How do users interact with a stack?
Can I switch between code and canvas stacks?
What is Build? What are Stacks?
What can I do with the Alpha version of Build?
Download and duplicate stacks
Where do I start with Build and Stacks?
Where do I find Stacks documentation?
Build for your audience
What to expect of Build while it is in Alpha?
How to load content
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Structure and plan your content
Create your first menu
How to send custom replies
How to send custom voice notes?
How to add a button message
How to upload stickers
How to delete a message that a user sent?
How to set up basic automations
The available trigger types
The available action types
How to set up advanced automations
How to set up multiple language automation
How to set up a follow-up timer
Automation tips & tricks
Triggers explained: Message received STARTS WITH...
Triggers explained: Message received EXACTLY matches...
Triggers explained: Message received does NOT exactly match...
Triggers explained: Message received is a BUTTON PRESSED...
Triggers explained: Message received is from a specific COUNTRY...
Triggers explained: Message received is AUTOMATICALLY labelled...
Triggers explained: Message received from a specific CONTACT PROFILE......
How to send stickers in automation
How to set up a sequential content delivery experience using Automation and Custom Profile Fields
How to send 'Welcome back' message to returning users
Use a follow up timer based on local time
The ABC of threads
How to create a thread
Different thread card types
How to add skip logic to your thread
How to use personalisation in threads
Start a thread when a user reply with a button.
Export your thread data
Create a sequential learning experience with Threads
How to send or schedule a reminder?
How many people can I send Reminders to?
Contact search examples
Understanding Reminders' statuses and stats
How to re-connect with users using message templates
Create and submit your template(s) for approval
Send message templates to users
How to add buttons to a template
How to add media to a template
Delete or copy a template
Search and Label
Collections, Assign and Roles
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Search for sent or received or all messages
How to add team members?
How to log in to your account
Overview of the Turn.io user interface
What is Chat for Impact?
The WhatsApp Business Platform
Conversation-billing changes effective June 1, 2023
Three key rules of engagement
A closer look at the WhatsApp Business API
Understanding conversation-based pricing
Message types: Session vs. Template messages
Message template rules
Message template troubleshooting
Reasons why your template(s) gets rejected
You need opt-in to initiate messages
Human escalation path required
WhatsApp's quality rating and messaging limits
Examples of how to upgrade to the next tier
Important updates to template categories
Connect with your users on chat
Great ways of marketing your chat service
Use a ‘wa.me’ link and QR code to market your service
Get user consent in a WhatsApp conversation
Use automation to collect opt-in
Use the opt-in webform to collect user consent
Manage your online presence by updating your WhatsApp profile
Design an impactful solution
Create good chat service content
Varying interpretations of emoji
Changing behaviour is difficult. Here's some help!
Guiding and tracking
Set up a data connection to BigQuery
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How to top up your 'available amount' for conversations?
Refining Raw Turn Data in BigQuery
Example queries for your data
Turn.io API documentation
Where do I find my credentials for the Message Template API?
How do I create message templates via the API?
Upload and send a sticker via the API
Replacing the Contact Export API
New to webhooks?
How to set up a RapidPro integration
Notify your team over email when someone needs urgent help
Getting data from the Contacts API endpoint
Una introducción a la WhatsApp Business API
Echar un vistazo más de cerca a la WhatsApp Business API
Tres reglas clave de participación
Tipos de mensajes: Mensajes de sesión versus plantilla
Necesita de adhesión para iniciar mensajes
Se requiere un proceso humano de escalamiento
Calificación de calidad y límites de mensajería de WhatsApp
Actualizaciones de los Términos de Servicio y la Política de Privacidad de WhatsApp
- All Resources
- WhatsApp FAQs
- Example of user-initiated vs business-initiated conversations
Example of user-initiated vs business-initiated conversations
Updated by Khanya
WhatsApp Business API conversations fall into two categories that will be priced differently.
USER-INITIATED: The user made contact and you respond within 24 hours
A parent who needs more information about the admission process for schools reaches out to an organisation.
The organisations responds back with the available information which initiates a user-initiated conversationThere is no charge for individual messages within a 24-hour conversation, and no limit on the number of messages that can be exchanged in a single conversation.
No opt-in is required, and you can respond with free-form messages.
BUSINESS-INITIATED: You made contact or responded after 24 hours
When an important reminder for health check-up has to be sent, organisation alerts users who have opted in to receive notifications using a message template.
This starts a business-initiated conversation. Organisation can send as many messages as needed during this single 24-hour conversation session and it will result in only one business-initiated conversation charge.
Opt in from the user needs to be obtained upfront and you need an approved template to open the conversation.