23 Nov 2021: Button messages
2 Nov 2021: Playbooks Launch (Beta)
20 Sept 2021: The end of Chatbase
9 Sept 2021: Data Export API
9 August 2021: Thread data export
22 June 2021: You know best!
21 June 2021: Sample content for templates
17 June 2021: Important security improvements
8 June 2021: Community Playbooks (Alpha)
18 March 2021: Improved billing transparency
17 March 2021: Share the amazing work you do
8 March 2021: Contextual replies and profile settings that suit you
22 Feb 2021: Button automation
18 Feb 2021: Updates to the fallback channel
17 Feb 2021: Contacts and labels data added to BQ
10 Feb 2021: Temporary limitations while we do a Search infrastructure upgrade
5 Feb 2021: Snappier and easier-to-use modals
3 Feb 2021: Add media to templates
27 Jan 2021: Add media or stickers to custom replies
21 Dec 2020: A last big release to celebrate the year
2 Dec 2020: Delete a template, get more insights and send stickers via the API
17 Nov 2020: Delete a user message
23 October 2020: Insights
19 October 2020: Hidden numbers by default
8 September 2020: Contact Profile
11 August 2020: Learn in Turn
3 August 2020: Add a list to your Exact match automations
30 July 2020: Manage your message template spend
15 July 2020: Data storage and rejection reasons
10 July 2020: WhatsApp profile and Login
What is chat for impact?
The WhatsApp Business API
Three key rules of engagement
A closer look at the WhatsApp Business API
Message types: Session vs. Template messages
Message template rules
Message template troubleshooting
Reasons why your template(s) gets rejected
You need opt-in to initiate messages
Human escalation path required
WhatsApp's quality rating and messaging limits
Examples of how to upgrade to the next tier
Connect with your users on chat
Great ways of marketing your chat service
Use a ‘wa.me’ link and QR code to market your service
Get user consent in a WhatsApp conversation
Use automation to collect opt-in
Manage your business presence by updating your WhatsApp profile
How to use Turn.io
How to load content
How users engage with content
Structure and plan your content
Create your first menu
How to send custom replies
How to add a button message
How to upload stickers
How to delete a message that a user sent?
How to set up basic automations
The available trigger types
The available action types
How to set up advanced automations
How to set up multiple language automation
How to set up a follow-up timer
Automation tips & tricks
Triggers explained: Message received STARTS WITH...
Triggers explained: Message received EXACTLY matches...
Triggers explained: Message received does NOT exactly match...
Triggers explained: Message received is a BUTTON PRESSED...
Triggers explained: Message received is from a specific COUNTRY...
Triggers explained: Message received is AUTOMATICALLY labelled...
Triggers explained: Message received from a specific CONTACT PROFILE......
How to send stickers in automation
How to set up a sequential content delivery experience using Automation and Custom Profile Fields
The ABC of threads
How to create a thread
Different thread card types
How to add skip logic to your thread
How to use personalisation in threads
Export your thread data
Create a sequential learning experience with Threads
How to re-connect with users using message templates
Buy a pre-paid amount
Create and submit your template(s) for approval
Send message templates to users
How to add buttons to a template
How to add media to a template
Delete or copy a template
Search and Label
Collections, Assign and Roles
How to create and use collections
How to assign or share a conversation
Search for sent or received or all messages
How to log in to your account
Overview of the Turn.io user interface
Design an impactful solution
Create good chat-service content
Varying interpretations of emoji
Changing behaviour is difficult. Here's some help!
Guiding and tracking
How to decide on and set up goals
How to nudge and track behaviours in conversations
Set up a data connection to BigQuery
Understand your BigQuery data and queries
How to top up your 'available amount' for templates?
Example queries for your data
Turn.io API documentation
Where do I find my credentials for the Message Template API?
How do I create message templates via the API?
Upload and send a sticker via the API
New to webhooks?
How to set up a RapidPro integration
Embedded Sign-up FAQs
Get a WhatsApp line: Step-by-step instructions, with a video
Your WABA application checklist
Display name guidelines
What is Business Verification?
Your Business Verification checklist
Help! I got an error whilst doing embedded sign-up?
Help! I'm struggling to get my business verified?
Help! I uploaded the wrong document for Business Verification?
Help! The "Start Verification" button is greyed-out?
Help! Why hasn't my display name been approved?
Help! Our display name got rejected?
Help! What happens if we're not verified within 30 days?
Help! I can see my number in Turn but it's not working?
Help! Can I have a WhatsApp number for a different country than my business registration?
Help! We are a government entity, how do we do Facebook business verification?
Help! What is a Facebook Business Manager Account?
Help! What number can I use on WhatsApp?
Help! What is a BSP?
What is an MAU (Monthly Active User)?
Can I use Turn.io in my country?
What is Turn.io?
Can I get a free trial?
What is Google-backed?
Can I format content with bold, italics etc?
My sandbox isn't working? How do I connect?
Can I attach more than one image, audio clip, video or document to a message?
My emoji trigger isn't working?
How do I extract data out of Turn.io?
What are 'goals'?
What are 'collections'?
How to work as a team
Can I use multimedia in my messages?
Why is my video not sending?
What is the difference between a member and an admin?
How do I add other contact fields?
I found a bug..
How can I buy message-template credits?
Can I use WhatsApp Groups on the API?
What does it cost to send message templates?
Can you give me examples of approved message templates?
What languages are allowed for message templates?
Why has my template(s) been rejected?
Una introducción a la WhatsApp Business API
Echar un vistazo más de cerca a la WhatsApp Business API
Tres reglas clave de participación
Tipos de mensajes: Mensajes de sesión versus plantilla
Necesita de adhesión para iniciar mensajes
Se requiere un proceso humano de escalamiento
Calificación de calidad y límites de mensajería de WhatsApp
Actualizaciones de los Términos de Servicio y la Política de Privacidad de WhatsApp
Updated by Pippa
Download best practice Playbooks from the Chat for Impact community! We're bringing our product and community closer together.
When we started Turn.io, we were motivated by the belief that new technologies that increase social impact should be shared, sustainably. That’s why we built a product that could be used by hundreds of non-profit organisations, social enterprises and governments.
'How are others doing it?'
But as teams started to use our product, two of the most common questions we got from new members were: How are other organisations doing it? and Can you help me get started? Little did we know at the time but these two questions would fundamentally shift what we do at Turn.io and how we build our product.
So we started thinking about how we could answer these questions. How could we provide more guidance to organisations, without burdening our tiny product team or shifting from our product-first approach? Our solution needed to be scalable and sharable.
Town Halls and trainings to learn together
To start, we decided to run a monthly Town Hall meeting where we could introduce interested teams to what was new with the WhatsApp Business API, what we were up to at Turn.io and most importantly how organisations were using chat to have an impact. We started a WhatsApp group for ongoing questions and began to showcase two organisations a month. Each organisation shared their problem, their WhatsApp solution and the scale they wanted as well as their top learnings so far in their journey. Organisations were inspired by the community case studies - we’d answered their first question - but the question still remained: How do I get started?
Next, we started training sessions and accelerator programs to help teams get set up and creating content and automations for their services. Our community began to grow but the learning curve was steep and teams still battled to start with a ‘blank canvas’. We were headed in the right direction, but not quite there yet.
The pandemic highlighted the value of re-useable chat components
But another idea emerged as we began supporting the global COVID-19 response in 2020. Many teams requested to use the World Health Organisation’s COVID-19 content for their chatbots. Thanks to WHO’s support and dedication to open content - all that was needed to make this a reality was to copy content from one service to the next. We got lots of practice programatically exporting and importing content and automations from Turn.io as the pandemic unfolded. As laborious as this was to do we never would have been able to launch COVID-19 services for 12 governments and numerous NGOS within a few weeks without it. We knew there was a lot of value in sharing re-usable chat components, but we needed to make this a lot easier and our growing Chat for Impact community.
As a lot of ideas do, this one was percolating in our heads. As we sat down and reflected on what had been successful in 2020 (and what hadn’t) - the light bulb switched on - Turn.io is the Chat for Impact community platform. We couldn’t have imagined that we’d be able to get over 100 of the world’s leading social impact organisations regularly gathering to share and learn from one another. So we decided to make Community central to what we do at Turn.io. We set out to make it easier for organisations to share what works with one another, in ways that accelerate our collective impact.
So today we are excited to announce the launch of Playbooks (Beta) - our way of making it simple for organisations to share what works with the community.
With Playbooks, organisations can view and download re-usable components from the world’s leading social impact organisations. Today, with Playbooks (Beta) you can share any Thread in your account as a Playbook. But this is just the beginning, in future we’ll make it available to share many other types of Playbooks.
All you need to do to share some of your best practice as a Playbook is:
- Login to Turn and navigate to the new Playbooks page
- Click Create Playbook
- Choose the Thread you want to share from the dropdown
- Complete the About and Evidence sections
- Choose a license to tell others what they can and can’t do with your Playbook
- Preview your Playbook as others will see it in Community Playbooks
- Click Publish! (You can publish further versions or remove it in future)
And that’s all it take to share your wisdom with the Chat for Impact community.
As we make Playbooks public today we’re excited about working with our community to expand our library. We’d love to have you with us on this journey and can’t wait to see what you’ll create and share in the Chat for Impact Community. Please don’t hesitate to reach out to us on LinkedIn or WhatsApp to chat and share feedback or complete our feedback form.