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?
Sign up! 4 steps to get started
Step 1: Sign up for Turn.io
Step 2: Prepare your WhatsApp application
Step 3: Complete set-up
Step 4: Stay connected
The WhatsApp Business API
A closer look at the WhatsApp Business API
Three key rules of engagement
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 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 setup 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
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?
Embedded Sign-up FAQs
Get a WhatsApp line: The step-wise overview
What to expect of the sign-up process (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 verified?
Help! I uploaded the wrong document for Business Verification?
Help! What happens if we're not verified within 30 days?
Help! I can see my number but it's not working?
Help! Our display name got rejected?
The "Start Verification" button is greyed-out
What is two-factor authentication (2FA)?
Why isn't my business verified?
Why hasn't my display name been approved?
Can I have a WhatsApp number for a different country than my business registration?
What's an OBO request?
Government Entity Facebook business verification
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
Soon your chat service will be buzzing with messages! We show you how to use labels to help you organise your content and conversations.
In Turn.io, labels are colourful tags that are mostly used to:
- Categorise user conversations.
- Assign meaning to your preloaded content.
- Analyse your message categories.
The labels you choose will be very specific to your context. What works for one chat service or team wouldn’t necessarily work for another. Your context and priorities are best defined by you.
Let’s look at a few examples to explain the different ways of using labels:
1. Categorise user conversations
Labels are most often used to add meaning to conversations that you’re having with users. Here’s how these labels work:
- Once your chat service is up and running, your conversations will be grouped together in the “Dashboard” section of Turn.io. Click on “View chats” in the “All conversations” collection to see more.
- When you look closely at each user’s last message to you, you’ll notice a little label icon top right. If you click on this, your preloaded labels will appear. You can also add new labels here.
Let's show you how to add, remove, edit or delete a label.
- If a user has asked a question, you can add a “question” label, for example. If they’ve asked to opt-out of your service, you can label them “opt-out”, and so forth.
- If you now go back to your “Dashboard”, you’ll notice that all user conversations that have been labelled “question” or “opt-out” will be grouped together in a collection. There are a few collections that are set up by default, but you can make your own label-based collection. Just follow these instructions.
- These custom collections can now be used to prioritise and organise your platform for easy answering. For example, one of your coaches could be put in charge of answering all messages labelled “question”, while another coach could deal with all users who would like to “opt-out”.
2. Assign meaning to your content
If you think back to our article on how to load content, you’ll remember this menu example from the World Health Organization’s COVID-19 chat service:
If this was your menu, you’re likely to have several messages under some of these categories. The “FAQ” category is a good example. Here, you’ll preload a number of frequently asked questions. If you add an “FAQ” label to each of them, you’ll be able to quickly find your frequently asked questions again in Turn.io.
- First, create an FAQ message in the “Content” section – just a simple question and answer that would be useful to your users.
- Once you’ve added your title and content, click on “Select a label”.
- Now create an “FAQ” label by scrolling down and clicking on “Add label”.
- This label will now be assigned to your message. It will also remain in your list of labels for future use (you’ll use the same “FAQ” label for all your frequently asked questions).
- Assign your language and click “Add content”.
- This message will appear on your “Content” landing page. You’ll notice that it now has two labels: the language you’ve selected as well as the “FAQ” label.
- If you now go to the “All categories” dropdown at the top of your “Content” page, you’ll be able to filter your content by clicking on “Labels”. Here you’ll be able to find your “FAQ” label and, when you click on it, all content labelled “FAQ” will appear.
In the same way, you can use labels to categorise and find all your content. You have the option to filter by language and/or labels.
3. Analyse your message categories
Turn.io has developed an API that allows you to pull data for messages with labels. This means that you can, for example, analyse how many questions you’ve had on a specific topic.
To use this functionality, you'll need a technical team member who is comfortable with working with APIs.
We hope that you’re starting to see the power of your new chat service. Are you ready to make an impact? Then click to the next article.