After having spent time prototyping our ideas, it was time to focus on how to successfully make it available for our users. Pippa from Turn conducted a workshop on best practices on connecting users over WhatsApp, where we learned about the details of WhatsApp’s User Consent Policy. This session was especially helpful for me as I knew how to hold the high standards we have for our user’s privacy and consent.
In the session post-lunch, Pippa from Turn spoke about tracking metrics on Turn’s platform. I was delighted to know Turn’s pricing model is per user based and not per message based. This is very important for impact-focused organizations because a conversation could solve an issue with 5 messages, while others could take 50. Turn’s built-in Goals and Behavior Setting capability is yet another fantastic feature that caters to the needs of impact-focused organizations that care about behavior change.
The last session of the day by Neelke was on the importance of context in a conversation and how Turn’s built-in Natural Language Understanding enables us to understand conversations better. We saw this through the example of MomConnect, a South African National Department of Health initiative which aims to support maternal health through WhatsApp.Before using Turn, MomConnect used SMS and their staff was unable to handle the load of manually adding context to the conversations with their users. Turn’s Natural Language Understanding made this process easier and helped MomConnect tag their conversations automatically.