HelpNotificationsMessage moments

Message moments

A "moment" is a point in a visit where turnda can send a message. Each is an independent switch, per channel, on the WhatsApp and email pages.

Owner & Manager Where: WhatsApp / Email 3 min read
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 message per visit — nothing is sent when someone joins, because joining already opens the tracker on their own phone. One well-timed heads-up is what most visitors actually want.

While they're waiting

  1. 1Visitor joins
    Nothing sent — the tracker 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 resend someone's link.
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; their place is kept.
On to the next stage / Next stage not open yet On a journeyA visit that passes through several stops in order (e.g. reception → consult → pharmacy). Each stop is its own line., as they move between stops.

About a booking

All four of these are email, and only email. A customer 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 bookings If a booking line asks only for a phone number, plan to ring those customers yourself — see the Email page.
MomentWhen it sends
Appointment booked The confirmation when a booking is made.
Appointment reminder A single reminder before the slot — 24 hours by default, timing is yours to set. A booking made with only a mobile number simply keeps its tracking link instead.
Appointment moved When a booking is rescheduled.
Appointment cancelled When a booking is cancelled.

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 — it's not on the WhatsApp page at all, since WhatsApp can't deliver a review ask.

You turn it on in Location details, and it stays quiet until you add a review link.

Who can change them

A moment is set for the whole business, not per branch, so switching one on or off, and rewriting what it says, is 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
Your account owner has turned off channel changes for managers. You can see usage and delivery here, but editing is off. The WhatsApp and email pages open like this for a manager who's shut out.

The wording is the one thing that can differ per branch — with more than one branch, a Wording for selector lets an owner write a branch its own version and put it back to the business-wide text later. There's no branch-by-branch on/off.

A quiet journey stage sends nothing. If you marked a journeyA visit that passes through several stops in order (e.g. reception → consult → pharmacy). Each stop is its own line. stage "quiet", its move-on message won't send even when the moment is on — deliberate, for stages that don't need a ping.

Related: Location details