HelpWhatsAppWhen a message counts, and when you get it back

When a message counts, and when you get it back

A WhatsApp message uses one message from your pack the moment it is sent. If WhatsApp tells us it failed, that message goes back to your pack.

Owner & Manager Where: Billing → WhatsApp messages · Messaging → Usage 3 min read

Each visitor gets two messages at most. Nothing is counted for a message that does not go.

What it is

Your pack is a stock of messages. A message counts when it is sent, even if the visitor’s phone is switched off, and it is given back only if WhatsApp tells us it failed.

How to check it in turnda

Open Billing and read Messages left on the WhatsApp messages card. It falls by one for each message sent.
Scroll to Money activity and look for Used and Given back. Every message used or given back is listed there with its date.
Open Messaging in the sidebar, then Usage. Delivered, Read and Failed are the headline counts.

A real example

Ana asks for WhatsApp updates at 11:00. Message 1 goes at once and uses one message. At 11:40 her turn is near and message 2 goes. Her phone is off, so it arrives later, but it was sent, so it counts. Another visitor’s message 2 comes back as failed: that one is given back to your pack, and you do nothing.

The two messages

Message	When it goes	What it says
Message 1	Right after the visitor asks for updates.	That they are in the line at your business, with their number and their tracking link. It ends with: Reply STOP to stop these messages.
Message 2	Once, when the visitor is almost up.	That they are nearly up and should start making their way back, with their number and their tracking link.

What happens in the system

1The visitor joins on the web
Nothing is used
2They tap Get WhatsApp updates and press Send
Their own message, from their own phone
3Message 1: you are in the line
Counts when it is sent
4Message 2: you are almost up
Counts when it is sent
5The visit ends
Nothing more is sent

One visitor, two messages, and when each one counts.

When a message counts

What happens	Does it count?	What you do
We send message 1 or message 2 and WhatsApp accepts it	Yes. One message from your pack.	Nothing.
The visitor’s phone is switched off	Yes. A message counts when it is sent, even if the phone is off.	Nothing. It arrives when their phone is back on.
WhatsApp tells us the message failed	No. It is given back to your pack.	Nothing. It shows in your Billing history.
We try the same message again after a failure	Only the try that was sent. A try that failed is given back first, so one message is never counted twice.	Nothing.
The visitor sends STOP	From then on nothing is sent to them, so nothing is counted.	Nothing. This is by design.
The visitor is called straight away, with nobody ahead	No “almost up” message is sent, so nothing is counted.	Nothing.
More than a day has passed since the visitor asked for updates	Message 2 is not sent, so nothing is counted.	Nothing.
The visitor was served, left or cancelled before the message went, or it waited more than an hour to go (for example after a long outage)	The message is dropped quietly and nothing is counted.	Nothing.

What you need to do

Nothing, for a single message. The count and the give-back are automatic.
Watch Messages left. When 10% are left, the next pack is bought for you, up to your monthly limit.
If a number looks wrong, press Ask about this charge on the invoice. We reply within 5 working days.

What turnda does not cover

Whether the message is read. A sent message is counted, whatever the visitor does with it.
The visitor’s phone, signal and WhatsApp settings. A late or missing delivery on their side is not given back.
Anything a visitor writes to the number. Other replies (“hi”, an old join message) are not read or answered, and cost nothing.

Common questions

Question	Answer
Do I pay for the visitor’s own message?	No. Only the two messages we send count.
Why did my messages go down by two for one visitor?	Message 1 and message 2 each use one message.
Is there a charge per message on top of the pack?	No. The pack is paid before use and there is no per-message fee.
Why is a message sometimes not sent?	Nothing is taken from your pack for a message that does not go. See A visitor did not get a WhatsApp message.