Product updates
22 Nov 2023: The new Inbox
Get ready for the new Turn inbox! One of the biggest and most exciting changes to Turn is coming your way. The new inbox will launch in the last week of November 2023. You are going to love it. Let's…
18 Oct 2023: An improved billing system
We are transitioning to an improved billing system, making it easier to manage your subscription and change account details. . Going forward Turn.io will make use of Paddle as the merchant of record,…
18 Oct 2023: More joy on the Canvas!
We've polished the Canvas to look and work much more smoothly. Having the functionality to build chat journeys is great. Experiencing delight and smiling whilst you build is a lot more fun! We've pol…
18 Oct 2023: Interruption-free conversations on Turn
The new human-bot handover has launched! This is exciting because it makes uninterrupted conversation a reality.. There are 2 aspects to this feature. 1. Pause all automations when a human takes over…
16 Oct 2023: A reimagined Turn Helpdesk
We’re launching an Alpha version of the reimagined Turn helpdesk; one where operators have a personal inbox.. The new Inbox becomes the foundation for something even more exciting we’re working hard…
13 Sep 2023: A dedicated Unassigned collection
Make sure no conversation slips through the cracks.. There is now a brand new Unassigned collection making it easy to find anyone interacting with your service that is not yet assigned to a team memb…
12 Sep 2023: Templates on the Canvas
You can now add templates to user journeys on the Canvas. If you want to reach out to someone, but it's been more than 24 hours since their last interaction WhatsApp specify you to use a template. Te…
5 Sep 2023: Hide personal information
By default personable identifiable and sensitive information should be hidden. . For many of you who've been with us on this journey for the last few years will know that we are serious about enablin…
30 Aug 2023: A series of Trust and Safety Playbooks
We published a series of Trust & Safety Playbooks to make it easy for anyone to implement a secure chat service environment. The Trust and Safety Playbook series is your complete guide to using the b…
23 Aug 2023: Block a user
The well-being of your helpdesk operators is important. Operators can now block a user to protect themselves against anyone that interacts inappropriately on the Turn helpdesk. The blocking solution…
3 Aug 2023: Suggested replies
Suggested Replies can reduce the unnecessarily large amounts of time operators spend typing the same things over and over again. On Turn you can set up custom integrations to connect to external serv…
2 Aug 2023: PUT and PATCH functions now available within stacks
You can now make more precise updates to your external services with Stacks. PUT and PATCH methods are now available in Stacks, giving you efficient control and modification of your data with minimal…
8 Jul 23: Your name, your number
Sometimes you have the same stacks on multiple numbers and struggle to know which number you are editing. We put the WhatsApp line name and number on the simulator preview, so that you know which lin…
26 Jul 2023: Uninterrupted conversations
There is nothing worse than someone chipping in mid-conversation. Especially when that ‘someone’ is an automated message. At Turn we believe that chat can change lives. The power of automated service…
19 Jul 23: More freedom and flexibility with code blocks
Use code blocks to extend the power of the Canvas. Over time the Canvas will become the one place in Turn where you design and build impactful chat services. In order to do this, you can now write st…
12 Jul 2023: Start a stack from another stack
Start a stack from another stack to easily connect all the pieces of your chat service and provide an excellent chat experience. When you build a chat journey you are likely to use multiple stacks to…
14 Jul 23: Get your stack results in BigQuery
Stack data are now also streamed to BigQuery. Your stack results (obtained by using the Write Results settings and/or function) will now also stream to your BigQuery account. Two new tables are avail…
4 Jul 2023: Better chat and insights performance
Nobody likes to wait and wait and wait for something to load.. We added more tracing to our product to help us better uncover performance issues in the frontend and backend. Addressing these issues l…
30 June 2023: Stacks logging API (beta)
A better developer experience.. Raw logs from services running on stacks and the canvas are now available in realtime via an HTTP API. A maximum of 1000 logs per Stack is cached. The API is currently…
19 Jun 2023: Add notes on the Canvas
Want to use a sticky notes on the Canvas to explain things to others or leave a note for your future self? You can do that now! Double click anywhere on the Canvas to add a note. It supports markdown…
14 Jun 2023: Speed up conversation assignment
You can now assign someone from the chat list. Plus it is super quick to assign yourself. When you scan a chat list, it is easy to see which chats are not assigned to a team member yet. Now you can a…
15 May 2023: The latest Canvas improvements
The no-code Canvas is the future of Turn. And we will continue to add features and improvements to make it better!. What are the latest on the Canvas: Use keyboard shortcuts to build faster. What's t…
26 May 2023: Microsoft Single Sign-on
You can now sign-in (or sign-up) to Turn with your Microsoft email. Many of you use Microsoft for business purposes. It is now possible to sign in to Turn with Microsoft emails as well. No more Googl…
24 Apr 2023: Logging in Stacks
We know that with all coding endevours, you sometimes need to be able to debug and Stacks are no exception! To make this easier, we've introduced the log function, which allows you to log information…
20 Apr 2023: The no-code Canvas is live!
Today is a great day! The no-code Canvas has launched. You can now build more powerful impact services. If you are comfortable with Threads, but want to build more powerful chat interactions, you wil…
30 Mar 2023: Integrate with Huggingface.co
Often a user experience can be improved by using a machine learning model to infer the meaning of the submitted request. A convenient way to do this is to use models hosted on Huggingface.co. We made…
28 Mar 2023: Important changes to template categories
On June 1st, 2023 there will be changes to how Meta bills conversations on the WhatsApp Business Platform. To get ready for this, there are changes to template categories. We sent email communication…
23 Mar 2023: Answer conversations on mobile
Never miss an important conversation! You can now answer people via Turn from your mobile phone.. Let's say you are a community health worker without a computer, or a remote coach who is sometimes aw…
20 Mar 2023: Act on the user's last interaction
You want to re-engage people that haven't interacted with your service in a while. You can now see users' last interaction times. We all like prompt responses and answers. We also love conversations…
17 Mar 2023: Scan the list for unassigned chats
Having a human-in-the-loop improves the quality of help that your chat service provides. It is now easy to know which chats still need to be assigned to someone. You can now scan the chat list to see…
10 Mar 2023: Template with buttons in stacks
Make it easy for users to navigate your service with buttons. Buttons on WhatsApp are great! It makes navigation much simpler for a user. You can now also use templates with buttons in stacks. Rememb…
9 March 2023: More data in BigQuery!
You will be delighted to know that message status and contact data are now being streamed to BigQuery as well. We added two more tables to BigQuery. Your message status (sent, delivered, read) data a…
16 Feb 2023: More possibilities for scheduling stacks
A stack can schedule the execution of another stack (or itself) at some time in the future. This is useful to automatically sent a notification, say, 2 days from now. Sometimes you need to remind peo…
13 Feb 2023: Automatically mark messages as DONE
Messages are now automatically marked as DONE when you close a chat. In Turn there are two types of Collections: Message Collections and User Collections. Message Collections focus on each and every…
3 Feb 2023: Search with quick picks or date&time filters
We are giving you more control over message search. Find messages for exact dates & times, or use the quick pick options. You can already search for messages based on keywords, assigned operators, la…
17 Jan 2023: Add hyperlinks to Playbooks
You can now neatly add hyperlinks to your Playbook descriptions. Making it one simple click for your readers. Establishing trust is important. Telling others how your Playbook work and how to best us…
11 Jan 2023: Export specific responses from Stacks
You want to make sense and learn from user responses. You can now easily export specific stack interactions to CSV files. Stacks are non-linear, allowing you to build complex chat journeys with your…
18 Nov 2022: Build with feedback
Track the location of the simulator in your stack, and get code completion and error prompts. We are adding more feedback to stacks so you can build faster! Track the simulator. To make it easier for…
21 Nov 2022: A new look user interface!
Don't we all just love a fresh breath of air! We updated Turn's look and feel. Hi, nice to meet you 😎! This year we updated our brand to better align with our values and the diversity of our global a…
11 Oct 2022: Building blocks
We’ve added different type of blocks to Build to make it less daunting for content-focused users to create impact services with Stacks. We’ve introduced the idea of blocks that can do different thing…
13 Oct 2022: Reminders are in Beta!
You can now schedule a reminder to start sending at a future date and time. We also provide more feedback on the send. Reminders allow you to personalise and send the same pre-approved template to a…
10 Oct 2022: New Turn.io Developer Docs
Our Developer Docs got a new look and feel, and a dedicated section on how to Build with Stacks! It is still hosted on the same URL: https://whatsapp.turn.io/docs/. But you will see the layout and st…
27 Jun 203: Visualised connections
You will now see arrows on the Canvas, visualising how messages are connected.. We've heard your feedback that it is helpful to see the chat journey at a glance. We added arrow connections between ca…
19 Sept 2022: More fields available in the Data Export API
Data is power! We are adding more fields to the Messages endpoint of the Data Export API. When will the change happen? These changes will be implemented during the week of the 19th to the 22nd of Sep…
1 Sept 2022: Learn to Build with Stacks.
Stacks are here to stay! Join a training session to get stacking.. Learn to Build with Stacks. Book to join one of our Advanced Training sessions where we teach you how to use Stacks. We added 10 Bas…
13 Sept: Changes to the contact details API endpoint
If you are using our Data Export API to retrieve contact details you should know about upcoming changes. To fix a mismatch between contacts in the messages Data Export API and contacts in the contact…
7 Sept 2022: Stack improvements
Whilst we continue to work on the no-code interface we polished a few items on the current code-focused interface. Our new Build engine makes it possible to set up appointment schedulers, quizzes, co…
15 Sept 2022: Shorter messages are better
Spend the time and effort to simplify, simplify, simplify. You’ll be rewarded in engagement. . One of the biggest mistakes teams make when writing content for chat services, is they make it too long.…
18 Aug 2022: Deprecating Goals
We are removing Goals on 26 August 2022. When we first designed goals we were only a Helpdesk product, so managing user goals manually made sense as a part of an operator workflow. BUT automation cha…
17 Aug 2022: Build for your audience
Test how your Stack conversation interacts with different types of users. A persona is a fictitious user you can create inside the Stack preview that allows you to test how your conversation interact…
16 Aug: Pick a date range
There are always dates that matter more to you than others, like the 10 days your opt-in campaign ran. On the Insights page you can now select a custom date range and all the graphs will update to pr…
28 July 2022: Custom voice notes
You can now record and send voice notes from the reply box. It’s often easier to respond with a voice note when you are trying to explain hard concepts to people. Voice notes also allow you to bridge…
19 Aug 2022: Better human support with Message Collections
We are adding a new Collection type so you can find and answer messages faster. At Turn our vision is to make effective human support accessible to vulnerable people everywhere. We are improving the…
4 July 2022: Faster insights
We implemented new infrastructure to power the Insights page! This means faster insights today, and new insights going forward. We're excited to let you know that we've been dealing with the underlyi…
14 July 2022: Get Stacking! Build more complex services.
With Stacks, powered by Build, you can build more complex chat services with less effort! Connect your Facebook page or your content spreadsheet, create list messages, setup complex branch logic and…
29 Jun 2022: Reminders are live!
You can now send personalised notifications to a selection of people from the Turn interface! Reminders allow you to personalise and send the same pre-approved template to a selected group of people.…
8 Jun 2022: Track your conversations
It is important to know how many conversations you are doing monthly! WhatsApp switched from a notification-based pricing model to a conversation-based pricing model, and so have we. The original ‘Te…
3 May 2022: Reach out with Reminders
Our new Reminders feature will enable you to send personalised notifications to a select group of people from the UI. Reminders is currently in Alpha testing, and we are getting fantastic feedback. I…
21 Apr 2022: Payments made easy!
Lessen your admin burden by setting up payment details on Turn so that you have one less manual payment to worry about. . You can now set up subscription billing. This will make your life MUCH easier…
3 Apr 2022: Follow up at an exact local time
We added a new follow up timer! You can now send a follow up message at an exact local time.. Instead of setting up the follow up timer to trigger in, say, 4 hours you can set it up to trigger at exa…
20 Mar 2022: Small changes, big wins!
We made a number of small updates for button messages so it's a more pleasant experience for you. The following have been improved: Button messages/templates are now ordered by created date (descendi…
8 Mar 2022: Security enhancements
We added security enhancements to improve access control and lessen Turn's attack surface. Enhancement to database access controls includes enforcing physical security keys, limit sessions and restri…
16 Feb 2022: Add resources to Playbooks and export Contacts
We have two product updates for you. 1. Add resources to your Playbooks to easily share with the community. Playbooks are now able to have file attachments added to them. Up to 10 attachments can be…
26 Jan 2022: Try out emojis in buttons, but no more 'templates' in sandboxes
We have two product updates for you. Add some expression to your buttons! You can now use emojis in buttons. Use it wisely to improve your user experience. Please note that markdown (like bold and it…
5 Jan 2022: Use buttons in threads
Button messages make it easier for users to select what they want on WhatsApp. Less effort and fewer errors! We are happy to announce that we have published button messages in Threads for all app.tur…
23 Nov 2021: Button messages
Button messages make it easier for users to select what they want on WhatsApp. Less effort and less errors! We are excited to announce that you can now create button messages and send it via automati…
2 Nov 2021: Playbooks Launch
Download best practice Playbooks from the Chat for Impact community! We're bringing our product and community closer together. When we started Turn.io, we were motivated by the belief that new techno…
20 Sept 2021: The end of Chatbase
We will be removing the Chatbase integration from the Turn user interface. Chatbase recently announced that it has reached its end-of-life and will shut down on September 27, 2021. They've already be…
9 Sept 2021: Data Export API
You can now use our new Data Export API to store your Turn data in a database other than BigQuery. Turn is not designed for long term storage, and we therefore strongly recommend that you set up a co…
9 August 2021: Thread data export
Ke Nako - it's time! We've teased and told you about it and now it is here. You can download thread data to learn from your users. What does Ke Nako mean? The words “ Ke Nako ” was part of the 2010 S…
22 June 2021: You know best!
To build what is best for you we need to test and learn from you! We have two opportunities for you to shape the value you can get from Turn: If you want to lessen your admin burden and have one less…
21 June 2021: Sample content for templates
WhatsApp recently communicated that message templates will be rejected if it is not clear what content goes into a specific parameter. . This especially applies to media message templates , which is…
17 June 2021: Important security improvements
Security is always top of mind for us. We made a number of improvements that we'd like you to know about. Security improvements relevant to all customers: All error logs are now scrubbed to remove se…
8 June 2021: Community Playbooks
Community Playbooks. We've launched Community Playbooks. Here's what it is all about... What is a Playbook?. A Playbook is a reusable component of a chat service that can be shared with and remixed b…
18 March 2021: Improved billing transparency
As of February 1st, 2022, this article will be outdated based on changes by WhatsApp to move from a notification-based pricing model to a conversation-based pricing model. We made a number of enhance…
17 March 2021: Share the amazing work you do
We want to make it easier to share the great work you do with other Chat for Impact community members. As a first step we are allowing you to export and import threads between numbers. You can export…
8 March 2021: Contextual replies and profile settings that suit you
We have two updates to make conversations more contextual in a user interface you prefer. We love to make things a little bit better each day. Herewith two small updates that aim to cross some t's an…
22 Feb 2021: Button automation
Buttons make it easier for users to quickly reply. Button automation makes it easier for you to act on button responses. You created a template with quick reply buttons , got it approved and now want…
18 Feb 2021: Updates to the fallback channel
The information that you are sending to your users is important. So, we ensure that you can use an alternative channel to enable access to information if needed. In Turn, the fallback channel ensures…
17 Feb 2021: Contacts and labels data added to BQ
We added four additional tables to BigQuery. You now have access to your labels and contact profile data. To learn more about your data, how to join tables and how to write queries in BigQuery you ca…
10 Feb 2021: Temporary limitations while we do a Search infrastructure upgrade
As a Chat for Impact community, we’ve seen incredible growth across our client’s WhatsApp services over the last few months.. Collectively you’ve sent and received over 810 million messages - 👏 an in…
5 Feb 2021: Snappier and easier-to-use modals
We updated the content and template modals so you can continue to see your current conversation when sending quick replies. In December we enhanced the design of the reply box to make it faster and s…
3 Feb 2021: Add media to templates
You can now add a media file to a message template and share more detailed information in one message! What you should know: You can only send one media file per template. You can choose one of three…
27 Jan 2021: Add media or stickers to custom replies
You can add a media file or send a sticker as a custom reply. To date you could add a media file (i.e. an image, video, audio or document) or a sticker to your content in Turn.io and use those messag…
21 Dec 2020: A last big release to celebrate the year
2020 has been extraordinary (...or should we say out-of-ordinary)! Herewith our last big release to end the year with a bunch of exciting, new features. BUTTONS: You can now create and send interacti…
2 Dec 2020: Delete a template, get more insights and send stickers via the API
We've made a number of updates you will be glad to know about. You can now delete a message template from the user interface to keep your workspace neat and tidy.. On the Insights page we've added yo…
17 Nov 2020: Delete a user message
You can now delete any inappropriate, offensive or illegal message that you've received.. A safe and secure work environment for your team is important. We've made it easy to delete any unwanted cont…
23 October 2020: Insights
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 patt…
19 October 2020: Hidden numbers by default
We believe in privacy by default so we're hiding user phone numbers. Only rarely do you need to view a user's phone number to have a meaningful conversation with them so we're hiding part of a user's…
8 September 2020: Contact Profile
Hello Contacts! You can now see your stored profile data alongside the conversation. We know you like to know a lot about your users. Now you can save the data you need to remember during the convers…
11 August 2020: Learn in Turn
Want to learn while you're doing? Now you can. We've added a widget into Turn.io that allows you to find all of our Learn content right when you need it. Just click on the ? icon at the bottom of the…
3 August 2020: Add a list to your Exact match automations
We've added lists to exact match automations. Previously you could only add a list of keywords to the Trigger type: When a message received STARTS WITH a specific keyword. Now you can add a list of n…
10 July 2020: WhatsApp profile and Login
We're making it easier. We're giving you the reigns to control your business presence on WhatsApp. We've updated the "Settings" section in Turn.io. Here, you'll now find a new " WhatsApp Profile " ta…
15 July 2020: Data storage and rejection reasons
We've added more transparency. Data plays a vital role in making your service valuable to your users and organisation. For this reason, we worked hard to make it a lot simpler for you to store and vi…
30 July 2020: Manage your message template spend
We've added billing management for message templates.
