HelpFix a problemGlossary

Glossary

Every word the product uses, defined in plain English. These are the exact definitions behind the dotted-underline tooltips across this centre — one source, so they can never disagree.

Everyone 7 min read

The terms

Word	What it means
account	The sign-in and billing side of your business — one account per business. It is not the same as your business itself, which holds your locations, lines and team.
almost up	The heads-up message — sent when a visitor reaches your line's heads-up position (position 1 by default), with their number and tracking link. By email it is the one automatic email per visit. WhatsApp also sends a first “you're in” message when the visitor joins, and those two are the only WhatsApp messages.
appointments first	A serving rule where a due appointment is always called ahead of waiting walk-ins.
business	Everything you run on turnda — your locations, lines, team, brand and billing. You may have seen this called your “account”, “company”, “business” or “organisation”.
capacity cap	An optional limit on how many can be in a line before new joins pause automatically.
command palette	The search shortcut in the app's top bar — type a page or setting name and jump straight to it.
counter	The place where one staff member serves — a desk, chair or room. Staff sign in to a counter to start calling people. You may have seen this called a “station”.
device	The hardware that shows a display — a TV, tablet or kiosk — paired from the Devices page. You may have seen this called a “screen”.
display	What is designed to show on a screen — its layout, colours and sections — built on the Displays page. You may have seen this called a “board”.
emergency	The highest-priority flag — called ahead of everyone, including due appointments. Off by default.
flags	Reusable coloured labels staff put on a visitor for awareness only — never shown to the visitor, never change the serving order.
journey	The whole route of a visit that passes through several stops in order (for example reception, then consult, then pharmacy). Each stop is its own line.
keep it fair	A serving rule that lets a long-waiting walk-in move ahead, while still serving due appointments first.
kiosk	A tablet at your counter where a walk-in checks themselves in without their own phone.
line	Where visitors join and wait, in order. A location can run several. You may have seen this called an “area”.
lobby TV	The big screen in your waiting area showing now-serving and up-next numbers. Connect a TV or tablet as a device: it shows a 6-character code, and you type it in Devices under Connect a TV. You may have seen this called “the board”.
location	A physical place your business runs, with its own opening hours and lines. One business can have many locations. You may have seen this called a “branch”, “outlet” or “site”.
magic link	A one-tap sign-in link sent to your email — no password to remember.
message	What a visitor is sent — by email or on WhatsApp — at a moment in their visit. The bell in the app shows notifications for your team instead. You may have seen messages called “alerts” or “updates”.
moment	One of the points in a visit where a message can go out (appointment confirmed, almost up, transferred…). Each email moment can be switched off on its own on the Email page. WhatsApp is different: it sends two fixed messages and has no switch for each one.
no-show	A visitor who was called and did not come. You may have seen this called “missed”.
no-show grace	How long a late appointment is held before it is marked a no-show.
on hold	A visitor you have set aside on purpose — stepped out, not ready — and will call again. You may have seen this called “parked”.
business code	The short, 4-character code for your business — usually letters from your business name, occasionally with a digit. It appears in your join links and posters, and you need it to recover access.
PIN	A short code a staff member enters at a counter to sign in on a shared device.
presence	Whether a staff member is signed in at a counter right now — what powers the “counters staffed” and coverage figures.
priority tier	An optional label (for example senior, or an accessibility need) that moves someone up the line ahead of ordinary walk-ins — kept separate from emergencies.
QR poster	The printable poster with your line's join QR code and link — print it or save it as a PDF from the Share panel or the setup wizard.
recovery codes	One-time codes shown once when you create your account. They're the only way back in if you lose access to your sign-in email.
retention window	How long visitor names and contact details are kept after a visit before they're deleted automatically — 48 hours by default, tunable from 1 day to 1 year.
running-late banner	A free one-line message shown on the lobby TV and every tracking page — it sends no WhatsApp or email.
safety net	A max-wait limit — a walk-in who has waited longer than it is bumped ahead of other walk-ins, but never past an emergency or a due appointment.
visit	One person or party's whole trip through your line, counted once, the first time they are called. Calling again, moving to another stop or transferring never adds to the count, and people who join and are never called are never counted.
package	What your business pays for each month: Free, Core, Plus or Max. A package is a number of visits a month for the whole business, with a monthly email allowance that comes with them. Every package has all the screens and pages. WhatsApp needs a paid package; text messages are not open in any country yet.
meter	The bar on your Billing and usage pages that shows how many of this month's visits you have used, and the date it starts again.
extra visits	A small pack of more visits, bought automatically when about 10% of your visits are left, up to a limit the owner sets. Off until the owner chooses a limit. Unused extra visits stay yours while you pay for a package.
email allowance	How many emails your business can send each month, shared by all locations. When it is used up, emails stop but WhatsApp and the tracking link still work.
grace period	The days you get after a payment fails. Your full package keeps working while you fix the card. You can have them once in any 12 months.
reseller code	A short code from a turnda reseller. It is entered when you sign up, or sent to turnda within 30 days of signing up.
sign in	How you and your team get into the app. You may have seen this called “log in”.
stop	One step of a journey. You may have seen this called a “stage” or a “step”.
ticket number	The number a visitor holds in the line. You may have seen this called a “token”.
tracking link	The always-free link a visitor gets when they join. It opens their tracking page.
tracking page	The page a visitor follows while they wait — it shows their number, how many are ahead and an estimated wait, and updates on its own. You may have seen this called the “tracker” or the “waiting page”.
visitor	Anyone who joins your line or books a visit. You may have seen this called a “guest”, “customer”, “patient” or “client”.
walk-in	Someone who joins the line on the spot (QR, link, or kiosk) without an appointment. Staff can also add one by hand with the Add walk-in button on the Queue.
My stops	A Queue screen for a person who serves several stops. Press I serve several stops, pick at least two stops, and each gets its own Call next. Turn My stops off goes back to the normal page. The owner decides which stops staff may pick.
warnings	What needs attention, shown in the top bar as “Warnings: N” and in the list it opens. Each can be snoozed until closing. You may have seen these called “alerts”.

You may have seen it called something else Older screens, emails and help pages used a few different words for the same thing. Each entry above ends with the old names (for example a counter was once called a station, and a location a branch), so nobody is lost. The app now uses one name for each thing.