Product FAQs
Subscription statuses explained
It is important that your subscription billing is up to date to ensure an interruption-free chat service. Turn.io is a software-as-service product requiring a prepaid subscription. You can set your s…
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…
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…
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…
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…
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…
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.…
If a journey is updated, what happens to people in an active session?
If a user is halfway through a journey, and that journey is edited, do they stay in the “old” version, or will they always be on the latest version? Answer: A user always completes the journey they s…
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…
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…
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…
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:…
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…
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…
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…
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…
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…
What is the difference between a member and an admin?
Currently the difference between a member and an admin is simple. However, we are actively developing additional user roles to provide your team with more granular control over features and improved…
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!
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…
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.
How to add team members?
Your whole team can work together to give your users the best experience possible. Within your organisation, an unlimited number of people can access Turn.io. You can add and delete team members as y…
