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Turn2us Charities/Providers User Guide - Messages through Turn2us

Messages through Turn2us

The messages tab allows you to receive and send messages from enquirers who have used the Turn2us online enquiry form to make contact with your charity.

Screengrab of the Messages landing page
  • Inbox: Allows you to see any messages you have received (unless they have been deleted or archived)

  • Sent: Contains all the enquiries that you have sent (unless they have been deleted or archived)

  • Archive: Shows you all the emails that you have archived (unless you have deleted them).

Viewing a message

In the subject line, click on the link of the enquiry that you want to view.

Please note: If it is a new message or enquiry that you haven't read, it will have an envelope at the beginning of the subject line. This icon will disappear when you have read  the enquiry or message.

Screengrab of Messages landing page


When you click on the link, you should see an 'enquiry submitted page' like the one below.

Screengrab of sample enquiry message

To view the enquiry, click the link (circled above).

This will open up a Turn2us enquiry form.

See Replying to enquiries for information on how to respond.

Sending a message via the 'new message' link

If you want to send an email to someone who has made an enquiry through Turn2us, you can also use the 'new message link' to do this.

Just click on the 'new message link' at the bottom right of the messages page (circled below).

Screengrab showing new message link

This brings up a reply page (see below).

Select the person you want to send the message to by clicking the downward arrow at the end of the 'To' box.

Screengrab showing how to select an enquirer to send a message to

Type your subject and message and then click the 'Send' button.

Screengrab showing the boxes you use to write and send a message

Archiving a message

To archive a message, click the tick box on the line of the enquiry that you want to archive (see example below). Then click the archive button (circled in red on the image below) at the bottom of the page.
The message will be moved into the archive box (circled in green below).

Screengrab of messages section showing key buttons for archiving a message

You can view your archived messages by clicking the Archive Inbox (see image below)

Screengrab of the Archive inbox

Deleting a message in the Inbox, Send box or Archive box

To delete a message, select the message that you want to delete.

Click the delete button at the bottom of the screen.

This will delete the message.

Screengrab showing buttons involved in deleting a message from the Archive box

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