9 September 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?
Sign up! 4 steps to get started
Step 1: Sign up for Turn.io
Step 2: Prepare your WhatsApp application
Step 3: Complete set-up
Step 4: Stay connected
The WhatsApp Business API
A closer look at the WhatsApp Business API
Three key rules of engagement
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 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 setup 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
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 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
Analytics with Chatbase
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
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?
Embedded Sign-up FAQs
Get a WhatsApp line: The step-wise overview
What to expect of the sign-up process (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 verified?
Help! I uploaded the wrong document for Business Verification?
Help! What happens if we're not verified within 30 days?
Help! I can see my number but it's not working?
Help! Our display name got rejected?
The "Start Verification" button is greyed-out
What is two-factor authentication (2FA)?
Why isn't my business verified?
Why hasn't my display name been approved?
Can I have a WhatsApp number for a different country than my business registration?
What's an OBO request?
Government Entity Facebook business verification
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 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:
- Visit app.turn.io.
- Click on “Sign in with Google” and complete your details.
This is the URL you will always visit to use your Turn.io account.
Let’s take a look at what you’ll see after you’ve signed in:
You’ll be creating your new chat service by using the five tabs on the left-hand side:
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).
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: Between the navigation bar and the dashboard section, you’ll also notice your name, number, logo and 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.
From here, you can 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.
This section is mainly for the technical team. It allows your team to see your WhatsApp API status and rate limits, the integrations and webhooks* on your account, the set-up of your fallback channel, and your Turn API access tokens.**
After reading through this brief overview, you should feel confident to take a closer look at each section in Turn.io and play around.
* Webhooks allows you to instruct Turn to send automated messages or information to other apps.
** 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.