Integrations

A connection lets one other system work with your lines, and you decide exactly what it can see and do.

Owner Where: Integrations 6 min read

Quick answer. Open Integrations in the menu and press New connection. Choose the kind of system, tick the details it may have, check the message it will get, then press Invite your programmer. They do the technical part. Only the owner can make or change connections.

Example A dental clinic keeps its appointments in another program. The owner makes a connection called “Clinic records”. When a visitor checks in at the desk, the other program is told. When the doctor calls them, it is told again. The owner never types an address or copies a key — her programmer does it from one link.

What a connection is

A connection lets one other system, such as your clinic records, your billing or head office, work with your lines. You decide where it works, what it does and which details it gets. Nothing about a visitor's contact details ever leaves.

The four kinds

Kind	What it is for
Appointment system	Their system sends us its appointments, and we tell it when the visitor checks in and is called.
Clinic or service system	Their system adds a visitor with its own number, and is told each time they are called and move between stops.
Billing	We tell your billing when a visit is completed — the last stop of the journey — so it can charge.
Reports or head office	Head office reads the same numbers as your Analytics page, and a list of visits with no names or contacts.

Picking a kind only ticks a sensible starting set. Everything stays changeable, and you can Start from nothing and choose every part yourself.

Making a connection

Choose What kind of system, and give it a name. The name, for example “Clinic records”, shows on the visit timeline to your team. Only the owner can open Integrations itself. One business can have up to 20 connections. The page shows “Connections: N of 20”, and once you reach 20 you must delete one before you can add another.
Choose Where it works. The whole business, or only some locations and lines.
Choose What it does. Their system asks us for things, we tell them when things happen, or they send us appointments and visitors. Tick one or more.
Choose Which details. Tick from our list, in plain words. A visitor's name, phone or email is never sent out.
Check and test: look at the exact message it will get. A preview shows it as JSON or CSV, in the time zone you choose.
Press Make it.

Visits a connection adds are visits you pay for So each connection has Most visits it may add in a day. It stops a fault in their system from adding hundreds of visits by mistake. You get an email as it gets close and again when it is reached; after that new ones are refused until midnight. Your own staff can still add visitors.

Visitors and appointments that a connection adds follow the same rules as your staff and your reception: a closed line or a full time is refused, and we say why. Appointments can be added, moved or cancelled. A visitor's name, phone or email comes in only when the visitor agreed, and is never sent back out. Outside systems get only the details you ticked, in every answer they ask for, and nothing more. The line’s own rules apply to them too: largest party, the email switch, minimum notice and closed days. A phone number from another system is kept for your staff and is never used for WhatsApp.

Invite your programmer

Press Invite your programmer and you get one link, which works once and for a limited time. Send it to the person who looks after their system. They enter the address, run the test and copy the key themselves. You never handle either.

Inside the app, For your programmer opens the programmer's guide. It has the signature check, every message and its shape, the errors, paging and the limits. You do not need to read it.

Keeping it safe

Button	What it does
New key	Makes a new key. You choose when the old one stops: right away, in 24 hours, or in 7 days. Copy the new one at once; we cannot show it again.
New signing secret	The secret lets their system check that a message really came from us. Make a new one if it was lost or might have been seen.
Send test	Sends a test message. Its numbers start with TEST so nobody mistakes it for a real visit. Their system answers “OK in …” or tells you it did not answer.
Pause	Pauses it. Their requests are refused with “this connection is paused”. Messages we would have sent are kept, up to 7 days.
Turn on	Starts it again. The kept messages go out in order.
Settings	Changing settings makes the next version, which starts straight away. You can switch back to the earlier version for 7 days after you make a change.
Delete	Their system stops working with us at once and the key can never be used again. You type the name to confirm. Cannot be undone.

How it is doing

Open a connection to see How it is doing for today, the last 7 days or the last 90 days: calls, how many worked, how many failed, the average and the slowest time, and a chart by day. What happened is the list behind it, with Everything, Problems only, Calls they made and Messages we sent. Open any line to see why it failed. Keys are shown with the middle blanked, and personal details are blanked.

When a connection needs you

A banner on the connection says what is wrong, and we email you. Nothing else in turnda stops working.

You see	What it means and what to do
Paused. Their system has stopped answering.	We tried again and again, then paused sending. Usually their server is down or their address changed. Ask their programmer, then press Send test.
Key paused. Their system asked far too fast.	We paused the key. Ask their programmer to slow it down, then turn it back on. If you did not expect it, make a new key.
Its key has run out.	Make a new key and give it to their programmer. We email you before it runs out.
A line this connection worked with was deleted.	Change where it works, then turn it back on.
Daily visit limit reached.	New visits from that system are refused until midnight. Change the limit in the connection's settings if you want.

Every visit a connection adds shows its name on the visit's timeline, and the name stays even if you later delete the connection. Everything it changes is in the Activity log.

Filters, names and safety

What happens	What it means
Filter by location	Shows the connections that work at one place. A note says connections for the whole business show under every location.
The other system calls a detail something else	In the builder, type their name for it.
Two people edit at once	The builder says so, and lets you load the latest settings before you try again.
The address you give	It must start with https and cannot be a private or internal address, so messages only go to the public internet.
A connection needs you	The owner is emailed about each one, and the list shows a banner.

Related: Delivery log · Limits & quotas · Questions · Analytics