1- A short tour of Helpdesk

Raquel Updated by Raquel

Welcome to your Helpdesk — the heart of real-time support in Turn.io! Whether you're engaging with a new contact, resolving a user question, or organizing conversations for your team, Helpdesk gives you the tools to manage conversations at scale with clarity and ease.

Let's take a quick tour of what you can do here 👇

Importing Contacts

Before you can start chatting, make sure your contacts are in place.

Head to the People page to import your contacts via CSV. Once imported, these contacts will appear automatically in the Helpdesk when they message your number or when you send them a template to start a conversation.

Manage Personal Information in the Helpdesk

In the contact panel (on the right-hand side of the Helpdesk), you’ll find all the custom fields you've configured — like email, phone number, location, language, and more.

You can safely manage and edit this data to personalize conversations. All updates made here will reflect across your Journeys and People page.

Automatically Assign Chats — Enabling Routing

To ensure each user gets support from the right person, Turn.io allows Automatic Routing.

Enable Routing in Settings > Helpdesk to assign incoming chats to available teammates automatically based on your rules. You can also manually assign a contact using the Assign to button at the bottom of the chat.

Reconnect with Users Using Message Templates

When the 24-hour conversation window has expired, WhatsApp only allows you to message a user with an approved message template.

In the Helpdesk, simply click Select template, and personalize it before sending. You can learn more about how to create and submit templates here.

Use Collections to Organize

Collections help teams stay on top of conversations. You can group chats by custom labels on the Search page:

To add a message to a collection, click on the Label icon and select the Label of your preference. You can then navigate to the Collections tab to find relevant chats at a glance.

Manage Roles

Helpdesk supports role-based access to help larger teams collaborate securely.

Admins can control who can respond to messages, view sensitive data, or manage settings. Use Settings > Team to invite teammates and assign roles like Admin, Builder, or Operator.

Admin: Has unrestricted access and control over all aspects of the organization's functions.

Builder: Can access and edit most things, but can't make organisation-wide changes.

Operator: Only has access to the Inbox.

Helpdesk is where conversations become meaningful, efficient, and organized — all in one place. Whether you’re just getting started or managing a large support team, these tools are here to simplify your day-to-day work.

👉 Ready to dive in? Head over to your Inbox and start supporting your users with confidence!

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