Product FAQs

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 1 year ago by Pippa

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 5 months ago by Neelke Stadler

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 10 months ago by Pippa

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 10 months ago by Nathan Begbie

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 2 weeks ago by Neelke Stadler

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 1 year ago by Pippa

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 11 months ago by Pippa

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 9 months ago by Neelke Stadler

Can I use multimedia in my messages?

Yes! You can add multimedia attachments, including images, audio clips, video clips and documents, to preloaded content as long as they adhere to the supported content-types and size restrictions. Su…

Neelke Stadler
Updated 10 months ago 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 1 month ago by Neelke Stadler

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 1 year ago 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 1 year ago 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 1 year ago by Pippa

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