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How to use Turn.io

Helpdesk

Contacts

12 Dec 2023: Never start from scratch

2 Aug 2023: PUT and PATCH functions now available within stacks

26 Jul 2023: Uninterrupted conversations

19 Jul 2023: More freedom and flexibility with code blocks

14 Jul 2023: Get your stack results in BigQuery

12 Jul 2023: Start a stack from another stack

8 Jul 23: Your name, your number

4 Jul 2023: Better chat and insights performance

30 June 2023: Stacks logging API (beta)

27 Jun 203: Visualised connections

19 Jun 2023: Add notes on the Canvas

14 Jun 2023: Speed up conversation assignment

26 May 2023: Microsoft Single Sign-on

15 May 2023: The latest Canvas improvements

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

23 Aug 2023: Block a user

22 Nov 2023: The new Inbox

30 Aug 2023: A series of Trust and Safety Playbooks

12 Sep 2023: Templates on the Canvas

18 Oct 2023: Interruption-free conversations on Turn

19 Dec 2023: Triggers in Build

13 Sep 2023: A dedicated Unassigned collection

5 Sep 2023: Hide personal information

16 Oct 2023: A reimagined Turn Helpdesk

18 Oct 2023: More joy on the Canvas!

16 Jan 2023: Voice note transcriptions

3 Aug 2023: Suggested replies

18 Oct 2023: An improved billing system

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

10 Apr 2024: Duplicate or delete journeys in bulk

9 Apr 2024: React to messages

4 Apr 2024: Reactions

2 Apr 2024: Backwards incompatible change on Flow Results API

27 Mar 2024: First-time visitors

25 Mar 2024: Handling late responses

22 Mar 2024: Basic operator insights

19 Mar 2024: Pin your favourite collections

14 Mar 2024: Get 10% discount

26 Feb 2024: "First Message Received At" profile field

20 Feb 2024: Mentions

16 Feb 2024: Give us feedback

13 Feb 2024: More filtering options in triggers

6 Feb 2024: Improve team work with notes

6 Feb 2024: Update profile fields block

30 Jan 2024: Convert Threads to Journeys

29 Jan 2024: Warning emails when conversation credits are low

24 Jan 2024: Pin your favourite profile fields

24 Jan 2024: Journeys are the way forward

16 Jan 2024: Branch the journey

9 Jan 2024: The conversation is yours

What is an MAU (Monthly Active User)?

Can I use Turn.io in my country?

What is Turn.io?

Approving Facebook business manager account

Can I get a free trial?

What is Google-backed?

Can I format content with bold, italics etc?

How to help a user that is stuck within a Journey?

How to change our chat service display name?

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?

If a journey is updated, what happens to people in an active session?

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'?

How to work as a team

What media can I use in messages?

Why is my video not sending?

How to setup subscription billing

Why can't I see chats that I've sent messages to?

What is the difference between a member and an admin?

How do I add other contact fields?

What are the options to get data from Turn.io?

I found a bug..

Can I use WhatsApp Groups on the API?

Can you give me examples of approved message templates?

What languages are allowed for message templates?

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?

How secure is my data?

Securing Data Localization in the Desired Region During Bigquery Integration

What is 1013 error code?

Implications of moving to the WhatsApp Cloud API

Why am I seeing error code "131056"?

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 is a BSP?

What number do I need for my service?

Help! What is two-factor authentication (2FA)?

Is it possible to set-up WhatsApp on my phone using my chatbot service number?

Get started with journeys

The available trigger types in Journeys

How to set up time-based triggers?

How to use the Branch block in journeys?

Can I switch between code and no-code journeys?

Save important responses to the contact profile or as downloadable results

How to use the Settings sidebar?

Where do I start with code journeys?

Build chat journeys specific to your audience

How to download and duplicate code journeys

Where do I find code journey documentation?

Can I switch between a code and a no-code journey?

How to view, edit and add to a contact profile

How to use labels

How to search for a user message

How to create and use collections

How to assign or share a conversation

Team roles

Search for sent or received or all messages

How to add team members?

Seamless handover between a human and a bot

How to block a user?

How to get location data over WhatsApp?

How to manage personal information on the helpdesk?

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 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 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

How to set up basic automations

The available trigger types in Automations

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 log in to your account

Overview of the Turn.io user interface

Chat for Impact

Why the world loves WhatsApp

An introduction to the WhatsApp Business Platform

Chat for Impact Community hub

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 Terms & Privacy Policy updates

WhatsApp's quality rating and messaging limits

Examples of how to upgrade to the next tier

Important updates to template categories

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

Create good chat service content

Varying interpretations of emoji

Changing behaviour is difficult. Here's some help!

Set up a data connection to BigQuery

Understand your BigQuery data and queries

Conversation billing

How to top up your 'available amount' for conversations?

Refining Raw Turn Data in BigQuery

Example queries for your data

Insights

Turn.io API documentation

Integrations

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?

Custom Integrations

How to set up a RapidPro integration

Notify your team over email when someone needs urgent help

Getting data from the Contacts API endpoint

Getting Suggested Replies with ChatGPT

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

Contacts

How to view, edit and add to a contact profile

Conversations help you learn about your users. Let’s show you how to view and edit a user's contact profile when having a conversation.. You can view and edit your user's contact profile from the Con…

Updated 3 years ago by Pippa