Table of Contents

Product overview

Raquel Updated by Raquel

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. 

Log in to your account

Visit whatsapp.turn.io. Alternatively, you can use the login button on our Turn.io website.

Tip: Bookmark whatsapp.turn.io. This is the URL you will always visit to use your Turn.io account.

Inbox

The inbox is where you can see all conversations and provide human support, if you're planning on that.

Everything should be self-explanatory, but here's a quick overview of what you can do:

  • on the left, you can browse your conversation collections. There, you'll find via pre-built collections like Unassigned or With bot, view what your teammates are working on or create custom collections
  • to the right, you have all the conversations inside that collections. You can filter and sort them, and even perform bulk actions on them
  • in the middle, you have the most important part: the conversation. This is where most of the action happens, where you can reply, assign conversations, use pre-created content, get AI suggested replies, collaborate with your teammates, and much more
  • finally, on the right, you can see the profile of the person you're chatting with, so that you can provide extremely personalised support. You can customise people's profiles via custom fields.

The inbox works both for small scale 1-person teams, to large-scale teams dealing with high volumes. By default, our system evenly distributes conversations to people who have set themselves as online, helping you manage the load. You can disable this in the settings.

Learn more about the inbox »

Content

This is where you’ll add and edit all the delightful template messages that your users will receive via your WhatsApp chat service – either as Reminders or Time-based journeys or as replies to queries in conversations (to be found in your “Inbox” 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.

Journeys

Journeys is a set of features that make it easier to build more complex, more personalised automated chat services in Turn.io.

A Journey will typically be created using multiple cards, each journey providing the user with a different content topic or feature. e.g. Menu, Onboarding, Topic 1, Topic 2 and Survey.

Read more about Journeys.

Reminders

Reminders allow you to personalise and send the same pre-approved template to a selected group of people. This means you can, for example, sent a follow up document, prompt an action or remind people of an important upcoming appointment.

Our How to send a reminder? article explains it all and show you what to expect.

People

To provide better care and unlock long-term relationships you want to know your audience. The new People page makes this a reality. On the People page you can:

Playbooks

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.

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 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?

Settings

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
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.

Profile Menu

Besides the logout action, this menu also goes to the Conversation billing page, where you can:

  • View the amount your organisation has available to spend on conversations with people. Below the Amount Available value you will see the breakdown of how it is calculated.
  • View the breakdown of your spend (per day, number and country) for the current and previous month. Use the drop down to navigate between the two available billing periods.
  • Top up your available amount as needed through self-service.

?Help

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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