Product updates
2021
2022
2023
2 Dec 2024: Making chat sorting even better
Making chat sorting even better. In May 2024 we updated the ordering of the chat list on Turn.io to show the last interaction on a chat, whether it came from you as the organisation or from the user.…
Understanding WhatsApp’s Per-User Marketing Template Message Limit
Meta has recently introduced a new policy that limits the number of marketing template messages that businesses can send to individual WhatsApp users. This change aims to improve user experience by r…
05 Nov 2024: Seamless handover between a human and a bot
Based on your feedback, we are removing the automatic responses and emoji from the human-bot handover feature. Since we've launched the ability for a human to take over a bot-conversation without get…
28 Oct 2024: Journey interaction timeouts
Change the interaction timeout of a journey from the default 5 minutes to what is suitable for your audience. Journeys have a timeout value to prevent people from getting stuck on your chat service.…
28 Oct 2024: More roles and better permissions
With two new roles you can assign more granular levels of access to team members, reducing the chances of mistakes and improving how your team works together. To help you stay organised and make sure…
18 Oct 2024: Customise your operator capacity
You love the automagicness of the routing engine but want to customise the number of chats per the operator. You can now set this! The routing engine makes sure people who need help get help from ope…
16 Oct 2024: Channel API
As an Enterprise customer you might require a hybrid communication solutions. Your target audience may be present on a variety of platforms and channels. To help you reach and engage with your audien…
11 Oct 2024: Multiple AI assistants
Create multiple AI assistants so that you can deploy specialised LLMs in different points of your chat journeys. The more specific an LLM’s training is, the better it performs. Therefore, to provide…
9 Oct 2024: WhatsApp shortcuts
Building chat journeys are fun! Especially when you have tools to test and iterate on changes. We are introducing two WhatsApp shortcuts to use. Recently we introduced a draft / publish model to Jour…
9 Oct 2024: Automatic closure of inactive chats
To ensure smooth help desk operations, we will automatically close chats that have been inactive for over 30 days. Starting October 2024, we are making the helpdesk more performant by closing inactiv…
7 Oct 2024: Export Message Status Data from the REST API
To further enrich your data insights, you can now export message status data. Message Status data allow customers to gain further insights in to the message performace of your service. This gives you…
26 Sep 2024: Introducing staging for Journeys
You can now safely test and publish Journeys. A new way to make changes without the risk! We know how stressful it can be to improve a live service. Making changes to a journey while it’s live comes…
23 Sep 2024: AI translations in the Inbox
When providing support, operators sometimes don't speak the same language as the person they are interacting with. AI translation makes it possible to help people regardless of language differences.…
10 Sep 2024: Journey Rest API
We added a simple REST API for journeys so you can programmatically manage journeys across numbers. Journeys are the de-facto tool for creating impactful services with Turn. To improve the developer…
29 Aug 2024: Send reminders to Segments
People segments are dynamic collections of contacts that match criteria defined by you. Making it easier to manage scaled services. What can you do with Segments? You can create (plus edit and/or del…
20 Aug 2024: A version history for Journeys
We all make mistakes. Having a way to revert to a previous working version of a chat journey is superb!. At times we introduce breaking changes when working on a chat journey, and although it was uni…
15 Aug 2024: Faster and more reliable
We’re always working to make our product faster, smoother, and more reliable for you. In our latest update, we’ve focused on enhancing overall performance by fine-tuning certain features that we know…
17 Jul 2024: Close and unassign a conversation
You can now define what happens to a conversation when it is CLOSED - should it be unassigned or should the assignment remain as is? The current behaviour in Turn is to keep a conversation assigned t…
17 Jun 2024: More subscription details
Keep billing up to date to ensure an interruption-free chat service. We added more details on the Subscription settings page so that it is easy to know the exact status of your Turn.io subscription.…
14 Jun 2024: Deleting a contact
Admins can now delete a contact and all their affiliated data from the People page. This is an irreversible action and therefore limited to Admin users only. Admins can now delete a contact and all o…
13 Jun 2024: Simulator improvements
Small joys to help you build and test faster. The simulator will now send the first message by itself. You no longer have to send the first message to say "hi" or something similar. The first message…
12 Jun 2024: More than one trigger option
You can now define more than one trigger to start a chat journey. We made it possible to define more than one trigger to start a journey. If you add more than one trigger, we will evaluate which one…
12 Jun 2024: Retiring the Turn NLU integration
We removed the Turn NLU integration. The out-of-the-box Turn NLU integration that automatically labelled messages with a broad category, e.g. greeting, has been retired. It was developed on English a…
7 Jun 2024: Manage custom fields via People Settings
The new People page will become a central piece of your chat service, allowing you to manage all your people info in one place. With the new People page added to Turn we are simplifying where you man…
28 May 2024: More informative chat previews
A more detailed chat list preview helping you read at a glance. For a long time we focused the chat list in Turn.io on the last message received from the user so that when you scroll through the list…
24 May 2024: Allow Reminders to start a journey
You want to drive positive action! You can now start a journey from Reminders to keep the interaction going. When doing outbound messaging there are a couple of rules from Meta, the most prominent on…
24 May 2024: Start a chat with People
People are at the heart of things. On the People page you can view the details of an individual and start a chat directly. The new People page in Turn will continue to improve and get more functional…
20 May 2024: People
People are the core of Turn, and your services. From now on, they’re also at the core of our product — on the new People page. To provide better care and unlock long-term relationships you want to kn…
20 May 2024: Routing automatically distributes chats
With routing, you don’t have to dig to find the conversations that matter: they go directly to whoever is best available to help. Our new routing engine does all of this for you, so that your team do…
20 May 2024: Journey logs
We’re making troubleshooting issues in your service much easier. To improve the developer experience we are adding logs to the Journey page. Logs allow you to see live errors happening in your number…
9 May 2024: Data and variables in journeys
We’ve launched data in journeys allowing you to store information that are shared across journeys in a single place. Journeys are designed to be simple to use, but powerful to create impactful chat s…
7 May 2024: Get journey specific Sentry errors
Navigate straight to the relevant errors in Sentry. This is an Enterprise-only feature. For Enterprise customers wrestling with the challenge of what sort of errors might be thrown in their Journeys,…
19 Apr 2024: Start a journey from the inbox
It is great when technology takes care of repetitive tasks on your behalf. You can now kick-off a specific journey for a user from the inbox. Let's say you are working on your helpdesk chatting to so…
10 Apr 2024: Duplicate or delete journeys in bulk
You can now duplicate or delete journeys in bulk. Whilst crafting your chat experience, it is helpful to be able to duplicate a journey. Similarly, you might be playing around with ideas but decide i…
9 Apr 2024: React to messages
You can now react to messages from users. Last week we made it possible to see reactions from users , and now your team can also use reactions. Let's pretend a user opted out of receiving messaging f…
4 Apr 2024: Reactions
Reactions have become core to how people communicate digitally. They might be tiny, but they add rich context to conversations. The WhatsApp Cloud API allows businesses to send and receive reactions,…
2 Apr 2024: Backwards incompatible change on Flow Results API
If you export journey insights for your chat service via the Flow Results API this backwards incompatible change requires action from you before April 15th. . If you do not use the API explicitly and…
27 Mar 2024: First-time visitors
We’ve made it much easier to trigger a journey for new users. A warm welcome goes a long way! If someone has never ever used your chat service, you want to make their first experience as smooth as po…
25 Mar 2024: Handling late responses
The last journey now resumes when the user respond; even if the response happens much later. Let's explain how journeys work behind the scenes in Turn.io. When a user interacts with a journey on your…
22 Mar 2024: Basic operator insights
Helping people in a timely manner is the aim! Admins now can track their team's performance. On the Insights page we record who takes over a conversation from the bot, and how longs it takes them to…
19 Mar 2024: Pin your favourite collections
It is great to have it your way! You can now pin your important Collections to the top. Hover on a Collection and click the little star⭐️ icon to move that Collection to the top of the list. Favourit…
14 Mar 2024: Get 10% discount
Get 10% off your monthly subscription for 6 months when you switch to automatic payments. It’s easy to forget to pay an invoice. Automatic payments saves you time and ensure uninterrupted service to…
26 Feb 2024: "First Message Received At" profile field
Knowing when someone first interacted with your service means you can segment users and deliver more personalised experiences. We added a new default profile field called "First Message Received At".…
20 Feb 2024: Mentions
Operators can now directly mention teammates, making it smooth to collaborate on chats and easy to escalate as needed. As a team you should make use of internal notes to communicate within your helpd…
16 Feb 2024: Give us feedback
We love to hear from you! Tell us about the problems you wish you could solve with Turn and how we can improve things so you can have more impact. We made it simple to give us product feedback. You w…
13 Feb 2024: More filtering options in triggers
More filtering options in Triggers so that you can send more personalised messaging! People love the right message at the right time. With more filtering options in triggers you can target exactly wh…
6 Feb 2024: Improve team work with notes
Internal notes help improve team communication, ensuring smooth handovers between shifts and easier escalations. It is now possible to add an internal note to a conversation that can only be read by…
6 Feb 2024: Update profile fields block
Update profile fields whenever you need to! Sometimes you need to dynamically update a contact profile field, even when the user is not messaging you. That is now possible with the new UPDATE PROFILE…
30 Jan 2024: Convert Threads to Journeys
With just one click you can convert your Threads into Journeys — all at once or individually. Journeys are the way forward. From June 30th, 2024 Threads and Automations will be discontinued. We stron…
29 Jan 2024: Warning emails when conversation credits are low
Care begins with a conversation, making it crucial to have the ability to message users. Not being able to do so can be detrimental. Meta bills organisations per conversation. Fortunately, everyone g…
24 Jan 2024: Pin your favourite profile fields
A calm and collapsible profile field section. Plus pin your favourites to the top! Neat and tidy things make us think better! We cleaned up the profile field section so that operators can have more i…
24 Jan 2024: Journeys are the way forward
Journeys are powerful and will continue to grow. They will replace Automations and Threads so chat services are build in one place. We've been making building automated chat services with Turn easier…
16 Jan 2024: Branch the journey
You want to make sure your chat service speaks to every user's specific needs and personal context. The Branch block now make that easy! With the new Branch block you can split journeys to make sure…
9 Jan 2024: The conversation is yours
When you reply to an unassigned chat it will now automatically be assigned to you. When you are working on the helpdesk you may find yourself scroll-reading through a bunch of chats, and most certain…
