Product FAQs

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

In the rare case that a user gets stuck in a Journey it is crucial to address the issue to prevent a frustrating user experience. Let's dig in on why it happens and how to address it. How to help a s…

Hasan Tariq
Updated by Hasan Tariq

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

Turn offers a variety of methods to extract or export your data. Whether you need real-time data or batch exports, we provide different ways to get your desired data. This article highlights all the…

Updated

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

In Turn, we have the concept of an open and closed Chat. If you send out a large number of messages, you may wonder why they're not immediately visible in the Dashboard. This is because we only displ…

Nathan Begbie
Updated by Nathan Begbie

What media can I use in messages?

You can add multimedia attachments, including images, audio clips, video clips and documents as long as they adhere to size restrictions and supported content-types. Size restrictions. Images under 5…

Neelke Stadler
Updated by Neelke Stadler

Can I edit and/or delete a custom profile field?

You've create custom profile fields and now you want to update it. What is possible? Can I edit and/or delete a custom profile field? Yes , you can delete a custom profile field. Note that if you del…

Manish Manohar
Updated by Manish Manohar

How to change our chat service display name?

At times you may need to change the name of your chat service on WhatsApp. Your WhatsApp Business display name is how your business name will appear when you send a message to your customers. After y…

Manish Manohar
Updated by Manish Manohar

What are 'collections'?

Collections are boxes of grouped messages in the "Dashboard" section of Turn.io. Your collections can be likened to folders that help you to organise your conversations. This is what they look like:…

Pippa
Updated by Pippa

How to setup subscription billing

Payment made easy! You can lessen your admin burden by setting up payment details on Turn so that you have one less manual payment to worry about. Most customers will do this setup when they sign up…

Neelke Stadler
Updated by Neelke Stadler

How do I extract data out of Turn.io?

You own your data. For this reason, we don't store customer data in Turn.io and recommend that you extract your data and set up your preferred analytics tools. A few tips for your developers: Connect…

Neelke Stadler
Updated by Neelke Stadler

Why is my video not sending?

If you have uploaded a video but it does not send or play successfully please check that your video adhere to WhatsApp's requirements. For video WhatsApp only supports: The H.264 video codec and the…

Neelke Stadler
Updated by Neelke Stadler

My sandbox isn't working? How do I connect?

You've set up a sandbox account and would like others to test it but nothing is working? Let's help you resolve this. Sandboxes are prototyping accounts that have most of the functionality of a live…

Neelke Stadler
Updated by Neelke Stadler

How to work as a team

As a team you'll work together to ensure that you respond to all queries within 24 hours. Here are a few tips to work collaborate as a team and share the work: Set up basic automations for your conte…

Neelke Stadler
Updated by Neelke Stadler

My emoji trigger isn't working?

To make sure that emoji triggers work correctly in automation please use the emoji picker in Turn, otherwise you have the risk of pasting in invisible characters👻 that will make the automation fail.…

Nathan Begbie
Updated by Nathan Begbie

Can I attach more than one image, audio clip, video or document to a message?

Yes! But only if you set up an automation. The WhatsApp Business API only allows you to send one attachment 📎 per message (e.g. one audio clip, video clip, image or document). However, you can set up…

Pippa
Updated by Pippa

I found a bug..

😕 No one likes bugs..❗ We track major issues on status.turn.io. Please check if we've got an update on your issue. Else reach out to us on our Turn.io Support line.

Pippa
Updated by Pippa

What are 'goals'?

Turn.io allows you to track each user's progress towards their goals from within the conversation. View the active goals for the user in the goals tab on their Profile. If a user shows intent to perf…

Pippa
Updated by Pippa

Can I format content with bold, italics etc?

Yes! WhatsApp allows you to format your text into bold, italics, strike-through and monospace. We've added easy-to-use icons to our reply boxes: But you can also use these in-line options: To italici…

Pippa
Updated by Pippa

How do I add other contact fields?

Right now, you can add contact profile fields through the Turn.io Contacts API. We'll also be adding the ability to do this through the Turn.io user interface in the near future, so watch this space!

Pippa
Updated by Pippa

What is the difference between a member and an admin?

Currently the difference between a member and an admin is simple: An admin can add / remove members - a member cannot. An admin can give other members admin rights or remove their admin rights - a me…

Pippa
Updated by Pippa

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