How customers are notified
A waiting visitor always knows where they stand. Two channels are free and never fail — the tracking link and the lobby TV — and WhatsApp and email are best-effort nudges on top.
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Three channels
Every waiting visitor gets, at minimum, their tracking linkThe always-free web page a visitor gets when they join — it shows their number, how many are ahead, and an estimated wait, and updates on its own. and your lobby TV. If you collected a phone or email (with their consent), turnda can also send a WhatsApp or email nudge at the key moments.
Each visit has exactly one of those extras, picked at the door by what the visitor gave you — a phone number gets WhatsApp, an email gets email.
How the extra channel is chosen
| What they gave you | What they get |
|---|---|
| A phone number | WhatsApp updates (when they can be sent), plus the tracking link and lobby TV |
| An email address | Email updates, plus the tracking link and lobby TV |
| Neither | Just the tracking link and lobby TV |
The ones that never fail
The tracking link and lobby TV are free and unconditional — they work whatever your message switches say. A visitor is never left guessing just because a message didn't send.
The best-effort extras
| Costs you | Nothing extra | Nothing extra |
|---|---|---|
| Needs | The visitor to message you first, which opens a free 24-hour window | Nothing extra — reaches someone who has never messaged you |
| Monthly ceiling | Yes, per location, so it can't run away | No ceiling |
| Can it quietly fail | No — if the window is shut, it isn't sent, nothing more | Yes — it can land in spam or bounce |
| Turn off per line | ✓ | ✓ |
Turning a channel off for one line
The two extras are switched per line, not just per account, in Line settings → Notifications & timing. Both are on to begin with.
| In Line settings → Notifications & timing | What happens |
|---|---|
| Use WhatsApp on this line | Off stops this line asking for a phone number at all, and stops it drawing on your WhatsApp allowance. |
| Use email on this line | Off stops this line asking for an email address. |
They are per line because one branch's lines don't all want the same thing — a walk-in counter that turns tables in four minutes has no use for a message that arrives after the customer is served, while an appointment line does.
| What the screen says | When |
|---|---|
| Both WhatsApp and email are off — visitors only get the free tracking link. | On the settings screen, when you turn both channels off. |
Related: The public board