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 (Beta)
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 (Alpha)
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 chat for impact?
The WhatsApp Business API
Three key rules of engagement
A closer look at the WhatsApp Business API
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
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
Manage your business presence by updating your WhatsApp profile
How to use Turn.io
How to load content
How users engage with content
Structure and plan your content
Create your first menu
How to send custom replies
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
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 re-connect with users using message templates
Buy a pre-paid amount
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
How to create and use collections
How to assign or share a conversation
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
Design an impactful solution
Create good chat-service content
Varying interpretations of emoji
Changing behaviour is difficult. Here's some help!
Guiding and tracking
How to decide on and set up goals
How to nudge and track behaviours in conversations
Set up a data connection to BigQuery
Understand your BigQuery data and queries
How to top up your 'available amount' for templates?
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
New to webhooks?
How to set up a RapidPro integration
Embedded Sign-up FAQs
Get a WhatsApp line: Step-by-step instructions, with a video
Your WABA application checklist
Display name guidelines
What is Business Verification?
Your Business Verification checklist
Help! I got an error whilst doing embedded sign-up?
Help! I'm struggling to get my business verified?
Help! I uploaded the wrong document for Business Verification?
Help! The "Start Verification" button is greyed-out?
Help! Why hasn't my display name been approved?
Help! Our display name got rejected?
Help! What happens if we're not verified within 30 days?
Help! I can see my number in Turn but it's not working?
Help! Can I have a WhatsApp number for a different country than my business registration?
Help! We are a government entity, how do we do Facebook business verification?
Help! What is a Facebook Business Manager Account?
Help! What number can I use on WhatsApp?
Help! What is a BSP?
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?
My sandbox isn't working? How do I connect?
Can I attach more than one image, audio clip, video or document to a message?
My emoji trigger isn't working?
How do I extract data out of Turn.io?
What are 'goals'?
What are 'collections'?
How to work as a team
Can I use multimedia in my messages?
Why is my video not sending?
What is the difference between a member and an admin?
How do I add other contact fields?
I found a bug..
How can I buy message-template credits?
Can I use WhatsApp Groups on the API?
What does it cost to send message templates?
Can you give me examples of approved message templates?
What languages are allowed for message templates?
Why has my template(s) been rejected?
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
Updated by Neelke Stadler
You have a great chat service that help users move towards positive behaviour. To assist users in creating impactful habits you want to remind them at times.
We're going to look at two use cases where a 24 hour follow up is useful and then we will talk you through the steps on how to set it up.
We named this feature the 24 hour follow up because it specifically allows you to send users a reminder within the session window that WhatsApp dictates. This way you do not need to use a template so that the follow up is unrestricted and free.
Use case 1: Remind user to do a daily task
Let's say you have a mental health service that provides a multi-day programme consisting of daily exercises to help users develop healthier mental habits.
The service relies on users returning every day to answer a few questions and go through a set of exercises. Expecting users to return daily is a big ask as the habit has not been developed yet. Relying on a user to return daily without this habit is expected to result in a big drop-off after the initial interest. Failing to follow up would be a failure of the mental health programme to deliver on its potential.
But if you could ask a user whether they would like to receive a reminder within 24 hours then you could nudge them to continue with the programme and drive completion.
Use case 2: Collate and send facts
Or let's say you are a service that helps debunk myths and misinformation during your local election process. Fact checking is a time consuming process and as much as publishers attempt to do this in real-time, the claims reviewed will always arrive late. It would be ideal to automatically send a round-up of facts checked a few hours after the last interaction during a live debate for users that explicitly opt-in for that.
Steps to do this:
- Step 1: Log in to your account and navigate to the Automation section.
- Step 2: Set up the first automation.
- Set up an automation that triggers when a user messages a specific keyword, e.g. "remind me".
- Instruct the automation to act by setting a follow-up timer.
- Give your timer a name, e.g. "remind me - 22 hours" and select the hours/minutes you prefer for your timer.
- Give your automation a name and save it.
- Step 3: Set up the second automation.
- Set up an automation that triggers when the follow-up timer is complete.
- Select the specific timer of interest from the dropdown, in our case we want the "remind me - 22hours" timer.
- Add the preferred action, e.g. to send a message to the user reminding them of their daily exercise.
- Give your automation a name and save it.
🙌Well done! You've successfully set up a timer to remind specific users.
- You will need one automation that defines where in the user journey the follow up has to trigger. When that trigger is received a timer starts counting down your desired hours and minutes (with a maximum of 23 hours).
- You need another automation that actually schedules what will happen when the timer completes. In our case a message will be send to the user 22 hours after the initial trigger ("remind me") was received.
Important things to know:
- Only a single follow-up can be active for any contact for a number at any given time.
- A follow-up can be scheduled for up to a maximum of 23 hours in advance.
- If you have a large user base for whom you are scheduling a follow up message make sure to set your timer sufficiently within the 23 hour window. Else if you schedule messages to be send 1 hour before the 24 hour window closes but the send takes longer than 1 hour any messages outside the 24 hour window period will not be deliver to the users involved.