Overview of the Turn.io user interface

Pippa Updated by Pippa

It’s time to show you what Turn.io looks like. Hope you’re as excited as we are!

Turn.io makes it easy for your social-impact organisation to have personal, guided conversations with users. Once you’ve completed all the onboarding steps, you’ll receive access to your Turn.io account. 

To log in to your account

Tip: Bookmark app.turn.io. This is the URL you will always visit to use your Turn.io account.
  • Click on “Sign in with Google” and complete your details.

This is what you’ll see after you’ve logged in

You’ll be creating your new chat service by using the tabs on the left-hand side. Let's explain what you will find in each section.


This section gives you an overview of all the conversations that are being captured on your chat service. Ultimately, this is the section where you’ll be spending most of your time. 

On this page, you’ll see a box titled “All conversations”. This is one of your first “collections” (folders or groups of user conversations). Some collections will automatically pull into your dashboard; others can be created by your team to help you prioritise and organise conversations for easy answering.

You can add and delete collections as you go. When you click on “View chats” in the “All conversations” tab, you’ll be able to access all the user conversations captured on your service. On the right-hand side, you can scroll through them and order them (for example from newest to oldest). 

Tip: You can close X or pin 📌 the conversation list.

Towards the centre of the screen, you’ll notice a text field where you can send replies to users. You can either type a message here, send pre-loaded content by clicking the magnifying glass (this allows you to search for your content) or respond with a pre-approved message template.

Between the navigation bar and the dashboard section, you’ll notice your WhatsApp line's name, number, logo and clickable QR code. When users scan this code with their phones, your chat service will automatically open in WhatsApp. 

Right at the bottom, you’ll notice that you can assign conversations to certain team members (see “Assign” button) and that you can select “closed” when a user query has been resolved.

PS: Right at the top of the navigation bar, you’ll notice your display name, number, logo and a clickable QR code. When users scan this code with their phones, your chat service will automatically open in WhatsApp. 


This is where you’ll add and edit all the delightful content that your users will receive via your WhatsApp chat service – either as automated messages or as replies to queries in conversations (to be found in your “Dashboard” section). 

Right at the top, you’ll also notice a “Templates” tab. This is where you’ll add and submit your message templates – notifications that can be sent to users more than 24 hours after their last message to you.


This section allows you to set up triggers to automate actions in your chat service. For example, if a user types “hello” or “hi” into the text field on your WhatsApp service, you can set up a trigger to automatically send them a welcome message.

Automation allows for consistent, timeous replies and will ultimately save your team time, as you can set up answers to frequently asked questions in advance.

Playbooks (BETA)

Playbooks are how we share best practice as a community so we can accelerate our collective impact! With Playbooks, organisations can share what works so that others can view and download re-usable components from the world’s leading social impact organisations. Today, with Playbooks (BETA) you can share any thread. But this is just the beginning, in future we’ll make it available to share many other types of Playbooks.

In the Playbooks section you will find your downloaded playbooks, and you can explore all of the community playbooks or create your own to share.


This section allows you to set up goals to track your users’ progress towards certain pre-defined objectives. When a user has completed an action (e.g. he/she has visited a clinic or completed an application form) and reached one of the goals you’ve set for them, it can be tracked directly in the conversation you’re having with them. Goals can be active or archived, and provide real-time proof of the impact you’re having. 


Creating an impactful service works better when it’s driven by data. We help you understand interaction on your service so that you have a deeper understanding of your users and their engagement patterns

The focus of Insights is to help you answer four key questions to ultimately guide more users toward positive behaviour change:

  1. Are we making an impact?
  2. Is our audience growing?
  3. How are our users engaging?
  4. How are we guiding our users?

This section is mainly for your technical team. It allows you to view and manage details such as your WhatsApp profile information, your WhatsApp API status and rate limits, any integrations and webhooks on your account, the set-up of your fallback channel, your Turn API access tokens, and your subscription information.

Webhooks allows you to instruct Turn to send automated messages or information to other apps.
Access tokens
Token-based authentication ensures that each user request sent to a server is accompanied by a signed token. This helps the server to verify the request for authenticity.

After reading through this brief overview, you should feel confident to take a closer look at each section in Turn.io and play around.  You might be wondering how to add team members so that you can collaborate as a team.


It should always be easy to find help. If you click the ?help section right at the bottom of the navigation panel, it will take you to learn.turn.io. 'Learn' is where we write helpful guides, best practices and share product updates. In fact, you are already using Learn right now by reading this article😉.

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