HelpMessagesMessage moments

Message moments

A "moment" is a point in a visit where turnda can send a message. Each email moment is an independent switch on the Email page. WhatsApp is different: it sends two fixed messages with no per-moment switches, shown on the Messaging page. Text messages would work the same way, but they are not open in any country yet.

Owner & Manager Where: Email 5 min read
There are 11 moments in all — five while a visitor waits (the re-sent tracking link, you're almost up, moved to another line, on to the next stop, next stop not open yet), five about an appointment (booked, reminder, moved, cancelled, now with someone else) and one after the visit (How did we do?). Ten have a switch on the Email page; the review ask is switched in Location details. The switch is re-checked at send time, so turning a moment off also stops anything already queued.
The star is “you're almost up.” It's the one automatic email per visit — no email is sent when someone joins, because joining already opens the tracking page on their own phone. (A visitor who tapped Get WhatsApp updates and pressed Send also gets a short WhatsApp message when they join. One more email can go out before joining: if a line asks visitors for an email code, the visitor is emailed a six-digit code to type in — it is not one of these moments.) One well-timed heads-up is what most visitors actually want.

While they're waiting

  1. 1Visitor joins
    Nothing sent — the tracking page opens on their own phone
  2. 2You're almost up
    Once per wait, at the position you set
Only one of these fires by itself for every visit — the heads-up. The rest depend on what staff or the visitor do.
MomentWhen it sends
Their tracking link, re-sent When staff press Re-send tracking link on the Queue. It goes by email. For a visitor who follows on WhatsApp nothing is sent — the Queue says “Nothing sent — this visitor follows on WhatsApp, so the link is not re-sent. Read it out or show the QR code.” — and for a visitor who gave no contact it says nothing was sent. The button is greyed out for a visitor who gets texts, because a text cannot carry the link again. It is refused for a visitor who has already left or been served: “That ticket number isn't waiting any more.” It also goes out when somebody else types that person's phone or email on the join page or kiosk: the person who really holds the place is sent their own link (by email, or by WhatsApp while its 24-hour window is open), at most once every 15 minutes for that place. The person who typed it is handed nothing. The Re-send button in Contact & messages sends it the same way — the panel shows “Re-sends left this hour” for that visitor (3 to start with) — and for an appointment it re-sends that appointment's latest confirmation, reminder or moved notice instead.
You're almost up As they near the front — carries their number and tracking link. Once per wait; fires again if sent to the back of the line.
Moved to another line When staff transfer a waiting visitor. The message says they are now in the new line; they join the back of it, with a fresh wait.
On to the next stop / Next stop not open yet On a journeyThe 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., as they move between stops.

About an appointment

All of these are email, and only email. A visitor who left a phone number and no address gets none of them — no confirmation, no reminder, no notice if you move or cancel.
Phone-only appointments If an appointment line asks only for a phone number, plan to ring those visitors yourself — see the Email page.
MomentWhen it sends
Appointment booked The confirmation when an appointment is made.
Appointment link, re-sent When someone types a booker's phone or email on the join page or kiosk, the booker is sent the appointment message with their own appointment link — its “Check in now” is the proven way in. The appointment is not checked in for the person who typed it.
Appointment reminder A single reminder before the slot — 24 hours by default, timing is yours to set (see Timing: heads-up & reminders). If it would fall between 21:00 and 08:00 it is sent at 21:00 instead (the evening before, if it was due after midnight), and it is never sent once the appointment time has passed. An appointment made with only a mobile number simply keeps its tracking link instead.
Appointment moved When an appointment is rescheduled.
Appointment cancelled When an appointment is cancelled.
Appointment now with someone else When the schedule moves an appointment to another person (the time stays the same). Email only.

After the visit

How did we do? is the optional Google-review ask — sent once per visit, by email only, respecting a per-contact cooldown of 30 days by default so a regular is never nagged.

It's listed as the last moment on the Email page, marked Set per location, because its switch isn't there. WhatsApp never sends a review ask.

It is off for every new location. You turn it on in Location details, and it stays quiet until you add a review link.

This is a promotional email, the only one It is the one promotional message turnda can send, and it stays off until you switch it on. In some countries, including the EU and UK, you may need your visitors' agreement before sending it — only switch it on where they have agreed, and leave it off if you are not sure.

Who can change them

A moment's on/off switch works at two levels. The switch on the business page is the business-wide one. The same switch inside a location's tab turns the moment on or off for that location only. A location that has not made its own choice follows the business switch.

Switching the business one on or off clears every location's own choice, so “off for the business” really means off everywhere. The page tells you how many locations have their own choice, and a location's tab says whether its switch is its own, with a Follow the business again button to hand the choice back. Both levels, and rewriting what a moment says, are the owner's to do.

A manager sees the same list with every moment marked Owner only and the switches greyed out. What a manager can still do on their own location — the per-line switches, the usage figures, and the delivery log — is untouched.

A manager can be shut out of the whole page, not just the moments. An owner can turn channel changes off for managers altogether. Ask the owner to move the switch.
What the screen saysWhen
The owner has turned off channel changes for managers. You can see usage and delivery here, but editing is off. The Email and Messaging pages open like this for a manager who's shut out.

The wording is the one thing that can differ per location — with more than one location, a Wording for selector lets an owner write a location its own version and put it back to the business-wide text later.

A quiet journey stop sends nothing. If you marked a journeyThe 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. stop "quiet", its move-on message won't send even when the moment is on — deliberate, for stops that don't need a ping.

Related: Location details