The words your visitors read in your emails are yours to write — in each language you support, and differently per location if you want.
Here's how, and the two small rules that stop a message going out broken. WhatsApp is different: it sends just two messages, and they are not edited on the Messaging page.
Editing your wording
- Open the Email page, go to Settings and pick a moment.
- Rewrite the message in your own voice. A live preview shows the result with sample details filled in.
- Save. Use Reset to default to go back any time — separately for each language you support.
Your wording is used in the language you wrote it in. A visitor gets the message in the language their own page was shown in. If you have written that message in that language's tab, they get your text; if you have not, they get the wording set on the Wording and languages page for their language, or our reviewed translation when that page has none — your Spanish sentence is never sent to an Arabic reader. To make sure everyone gets your own words, write each message in every language your visitors use. Visitors we know no language for (people you add at the desk, the counter tablet) get your business's language.
What about WhatsApp?
- WhatsApp and text messages cannot be edited. Whichever you use sends two fixed messages once a visitor has opted in: one when they join, and one when it is almost their turn. (Text messages are closed in every country until turnda opens one.)
- There is nothing to switch on or off per moment on the Messaging page. You switch WhatsApp on and off in Billing.
- Email is separate. Everything below is about email wording only.
The email wording
- Each moment has its own message, and its own subject line.
- It is headed by your business name, with your logo once you have uploaded one — on every package, Free included. A business name that looks like a web or email address is not used as the sender name or at the start of a subject.
- A reply goes to your location's contact email. If the location has none, it goes to turnda support. Your sign-in address is never shown to visitors.
- Switching off “nearly your turn” changes the first email. In turnda's own wording, the “You're in the line” email then stops promising that message and says the button shows the visitor's place. Wording you wrote yourself is never changed.
Merge fields
Drop a merge field in curly braces and turnda fills it in per visitor. Pick them from the chips above the editor rather than typing them.
| Merge field | Fills in with | Example |
|---|---|---|
| {{business_name}} | Your business name | Luxe Hair Studio |
| {{place}} | Your business name, with the location after it when you have more than one location. On WhatsApp (and on text messages, once a country opens) it is just the place's name, like {{business_name}} | Luxe Hair Studio, Orchard |
| {{ticket_number}} | The visitor's ticket number | A-12 |
| {{area}} | The name of the line they're in — the field keeps its older name, so messages you wrote before still work | Reception |
| {{station}} | The name of the counter they were called to — the field keeps its older name, so messages you wrote before still work | Chair 2 |
| {{slot}} | The appointment day, date and time, with the time always on the 24-hour clock in every language | Tuesday 3 November 2026 at 15:30 |
| {{person}} | The person the visit is now with — used when an appointment is moved to someone else | Dr Tan |
| {{track_url}} | Their tracking link | turnda.tv/abc123 |
| {{booking_url}} | The page where they can change or cancel that appointment | turnda.tv/b/abc123 |
| {{booking_ref}} | The appointment's own reference | BK-4821 |
| {{review_url}} | Your Google review link, used by the review request | g.page/r/your-business/review |
Mistype a merge field and saving is refused. The mistake is named, so a message can never reach a visitor with a blank where a detail should be.
The editor tells you when a field would come out empty. Some fields have nothing to fill in for some messages — for example {{slot}} in a message to someone waiting in line, or {{track_url}} in a message about an appointment. Those chips are greyed out with the reason beside them. If your wording already uses a field that can be empty, such as the review link when the location has not added one, a warning lists it. It is a warning, not a refusal: you can still save, but anything you typed around the field, like stars or brackets, would be left on its own.
One business, different locations
Write the message once and every location uses it. If one location needs different words, open that location and edit it there — the rest carry on with the business-wide version.
Delete a location's version to put it back on the business-wide one; nothing is retyped.
The three things you can't do
| Rule | Why |
|---|---|
| You can't remove the tracking link. | In any message carrying {{track_url}}, it has to stay — a message without it looks fine and quietly leaves the visitor stranded. The same goes for the review link in the review request. |
| You can't type a web address. | Anything starting http://, https:// or www. is refused with “Please remove the web address you typed. turnda adds the right links itself.” The only links a message carries are the tracking link and the review link, which turnda fills in. This applies to the subject line too. Wording saved before this rule loses its typed addresses when it is sent. |
| There's a length limit of 1,000 characters. | Plenty for anything a message needs, with room left for the details filled in at send time. A subject line is limited to 120 characters. |
Wording is set by the owner. Only the owner edits it. A manager — whether they run one location or several — sees the wording read-only, marked Owner only, which keeps your voice consistent across locations. (See Email and Message moments.)