Changelog

Follow up on the latest improvements and updates.

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Presenting our latest AI Agent feature - the
Collect Information
objective. You can use this objective when you want the AI Agent to ask specific questions and save the responses as variables. Previously, our AI Agent's sole Objective was
Answer Questions
, which could help you respond to customer inquiries and manage low-effort conversations efficiently.
With the addition of the
Collect Information
objective, you can now leverage AI to:
  • Collect names, phone numbers, email addresses, etc., to establish contact and communication with users.
  • Find out age, gender, occupation, education level, and other demographic details for market segmentation and marketing strategies.
  • Understand market trends by understanding product preferences i.e., types of products or services customers are interested in.
  • Collecting data on how much a customer is willing to spend can assist in offering the most suitable products or services.
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Learn more here.
AI Agent Builder
The new AI Agent Builder helps you build your AI Agent via an interactive conversation with AI. The feature is available with every AI Agent Step, which streamlines the process of identifying the most suitable AI Agent Objective for your specific requirements and helps you provide the necessary configurations for it. In short, by answering a series of targeted questions, you can effortlessly create an AI Agent with the Objective that suits your needs and provide the necessary configurations for it.
For instance, while using the Collect Information objective, the AI Agent Builder guides you through the steps of determining what information the AI Agent should collect from the user and how the information needs to be saved on the platform. Thus ensuring a tailored and efficient AI Agent that aligns perfectly with your operational needs.
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Learn more here.
Defining
AI Agent Persona for the AI Agent Step
You can now define the AI Agent Persona for every AI Agent Step. Provide a description of how the AI Agent should communicate i.e., the personality of your AI Agent, and define the distinct characteristics of the AI Agent. You can learn more about aligning your AI Agent’s persona with your brand voice here.
Learn more here.
The respond.io Inbox mobile app has been updated to include more comprehensive search functionalities within the Messages tab. Additionally, you can view the Click-to-Chat Ad event and the Ad Summary Card directly in the respond.io mobile app. The following details highlight the improvements made in this release:
Enhanced Search Bar
The search bar has been enhanced with expanded search capabilities, now including the ability to search for Messages and Comments, in addition to the pre-existing functionality for searching Contacts within the Messages tab.
Learn more here
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Search Messages within a Single Contact
A new search feature has been added to simplify finding messages within a specific contact.
Learn more here
New Inbox Filter: All Status
A new filter option - “All” is now available, enabling you to view all conversations in the selected Inbox, regardless of their status.
Learn more here
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Click-to-Chat (CTC) Ads Display
The Click-to-Chat ad event and Ad Summary Card are now supported and displayed on the mobile app. This allows you to view details of the CTC event directly within the app when a Contact interacts with a CTC ad.
CTC
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Haven't downloaded our new app yet? Scan the QR code above or search “respond.io - Inbox” in the Apple App Store or Google Play Store. Keep your app updated to enjoy the latest features and an enhanced mobile experience.
For optimal performance, ensure your device is running the latest software version (Android 10 or higher, iOS 16 or higher).
We have implemented a new privacy feature for Enterprise users - the ability to restrict Agents from accessing sensitive contact details, aimed at reinforcing security and privacy on our platform.
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This feature specifically restricts agents from accessing sensitive contact details, such as phone numbers and email addresses, which will now be masked from the agent’s view in the contact drawer.
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In previous versions, agents had unrestricted access to this Personally Identifiable Information (PII) such as phone numbers and email addresses. Now, access level restrictions can be managed through a new setting in the user settings, enabling specific agents to be granted or denied access as required.
Learn more here.
Enhanced Contacts Search Performance
This enhancement ensures a more efficient search experience by narrowing down the number of potential matches the system has to retrieve and display, thus reducing the time it takes to locate the precise information you need. For example, if you search for
car
in Contacts search, the search result will include
Carlos
and
Carter
, but not
Scarlet
and
Oscar
.
Learn more here.
You can now experience new AI features and enhancements that simplify and improve your messaging experience. Let's explore what’s new:
Translate Messages Instantly with Respond AI
All users can now translate any incoming message into their preferred language directly within our platform with just one click. Here's how:
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  1. Hover over the message you wish to translate.
  2. Click on the action menu button.
  3. Select “Translate with Respond AI”.
  4. Choose your desired translation language.
  5. The message is now translated.
To view the original message after it has been translated, click
View Original
, and to revert to the translation, click
View Translated
.
Learn more here.
Reply to Specific Messages with AI Assist
AI Assist has been upgraded for more efficient messaging. You can now use it to draft a reply to specific messages in the Messages module. Here’s how:
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  1. Hover over the message you want to reply to.
  2. Click the action menu button.
  3. Select “Reply with AI Assist”.
Enjoy streamlined and intelligent replies with AI Assist.
Learn more here.
Reply-To Preview for Easy Chat Navigation
Now, when you reply to a specific message in the Messages module, an interactive preview of the original message is also displayed. You can click the preview to jump to the message if necessary.
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Click on this preview to jump to the location of the original message in the chat, making it easier to follow long or busy conversations.
Learn more here.
Dialogflow Update: Interaction with First Messages
Dialogflow has been updated to support interaction with the first incoming messages. Previously, welcome events opened conversations and triggered Dialogflow. Now, the first incoming message from a Contact will trigger the appropriate Dialogflow intent instead to ensure that the first interaction is meaningful.
Learn more here
Mobile apps with light-themed interfaces can be straining to the eyes in low-light environments or during prolonged use, potentially leading to discomfort and visual fatigue. That’s not all. For devices with OLED or AMOLED screens, a dark theme can reduce power consumption, thereby extending battery life.
🎉 Great news! We're excited to announce that dark mode has finally arrived on the respond.io - Inbox mobile app. This much-anticipated feature allows you to switch the app's theme to dark mode or to automatically enable your preferred mode following your device’s system settings. How cool is that?
Dark mode is currently exclusive to the mobile app. We will work to bring this feature to the web app soon as well, and we appreciate your patience while we make this happen. 🙏
How to Change the respond.io - Inbox Theme
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By default, the app will follow your device's system settings. So, if your device is already using a dark theme, respond.io - Inbox will automatically adopt a dark theme as well. However, you can also select your preferred theme manually.
  1. Open the
    Settings
    menu in your mobile app.
  2. Find the
    Change appearance
    option.
  3. Select your preferred appearance and confirm by clicking
    Change
    .
I hope you like the new look of respond - Inbox. Stay cool and enjoy the dark side! 🌚✨
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Haven't downloaded our new app yet? Scan the QR code above or find “respond.io - Inbox” in the Apple App Store or Google Play Store. Keep your app updated to enjoy the latest features and an enhanced mobile experience.
For optimal performance, ensure your device is running the latest software version (Android 10 or higher, iOS 16 or higher).
We're excited to announce that Two-Factor Authentication (2FA) is now available for all respond.io users. This new feature is a part of our ongoing efforts to enhance security when accessing our platform.
What is 2FA?
2FA is a security process that requires two distinct forms of identification to access an account. It provides an additional barrier against unauthorized access.
Once 2FA is enabled on respond.io, users need to login with their email and password or Magic Link (on the respond.io - Inbox app) and with a verification code generated from an authenticator app like Google Authenticator or Authy.
How to enable 2FA on Your Account?
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  1. Navigate to
    Settings
    >
    Profile
    .
  2. Toggle on
    Enable Two-Factor Authentication (2FA)
    .
  3. Use an authenticator app to scan the displayed QR code and link it to your account. Alternatively, if you encounter any issues with the QR code, you can manually enter the alphanumeric code provided into your authenticator app.
  4. Enter the 6-digit code from your authenticator app into the designated field on respond.io.
Once these steps are completed, your account will have an added level of security. 🎉 Remember, you'll need to enter the authentication code each time you log in.
Implementing Mandatory 2FA for Your Organization
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To further enhance security, Organization and User Admins can enforce 2FA for all users within an Organization. This requirement ensures that every member of your team has an additional security measure in place.
To enforce 2FA across your organization:
  1. Navigate to
    Organization Settings
    >
    Security
    .
  2. Toggle on
    Enforce Two-Factor Authentication (2FA) on all users
    .
  3. A pop-up window will appear. Click
    Enforce.
Users who haven’t enabled 2FA will be prompted to set it up. They will also have all Modules hidden, except Personal Settings. Admins will retain access to the Security Module, depending on their access level. Users with 2FA already enabled will not experience any interruption.
Note
: If you are using Google sign-in and Single Sign-On (SSO), then your account’s 2FA will be bypassed. It is recommended that you set up and use 2FA on your Google account or SSO Identity Provider (IDP).
To learn more about this feature, visit our Help Center. If you have any questions or need assistance, please feel free to contact our support team.
We recognize the challenges new Users face in understanding how to set up the platform. As such, we're thrilled to introduce an enhanced onboarding process for new and existing Users who create a new workspace on respond.io. We aim to simplify the learning process for Owners and Managers so they can set up the platform quickly and start operations.
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The new onboarding experience is a step-by-step checklist for covering the most important areas of our platform. This is what you can find in our new onboarding process.
Understand How Messaging and Inbox Work on respond.io
First, you’ll learn the core of respond.io - sending, receiving and managing messages. To get you started, we’ve added a mock chat window so you can simulate how customer messages are received on the platform.
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Simply send your message by using the chat window. Then click on the *****
Use Inbox
***** button to see what that message looks like in your Inbox. You can even reply to that mock message to test out the messaging feature on respond.io.
Connect New Channels
Next, let’s dive into one of the most important steps in using respond.io - connecting channels. You will be shown your preferred channels and suggested channels with an estimated time to connect them.
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Select the channel you want to connect to and follow the setup instructions. Once you’re done, you can connect to other channels or start messaging your customers.
Add Your Team Members to respond.io
At this point, you can add Owners, Managers or Agents. You can also set restrictions for Managers and Agents. Note that only invited Owners and Managers can see this onboarding process.
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Progress on the onboarding checklist is shared among all Owners and Managers. That means that new Owners and Managers won’t start the onboarding process from the start, though they still have access to the completed items in the checklist.
Diving into Workflows and Broadcasts
Based on your organization’s purpose for using respond.io - which you select during the sign-up process - you will be shown the checklist for Workflows and/or Broadcast.
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The Workflows checklist introduces the concept of an automation builder. Then, you can create a Workflow based on the suggested templates. Additionally, you can also create Workflows based on other templates by clicking "
Discover all templates
".
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Under Broadcast, you can connect additional channels that support Broadcasts. Then click "
Discover Broadcast
" and follow the setup instructions to create a Broadcast.
Explore Other Features in respond.io
The onboarding checklist is just the beginning. We’ve placed links so you can explore other features like Respond AI, Reports, Contacts and third-party software integration.
Upon completing the checklist, Owners can dismiss the onboarding process module from their workspace. Note that the checklist
will not
be available again in your workspace once dismissed.
As always, don’t hesitate to contact our customer support team if you need assistance.
We're excited to announce that we’ve added new features in our mobile app to make your messaging experience smoother. Our new enhancements include the ability to effortlessly generate responses relevant to customer messages and directly reply to a specific message. Let’s dive in.
Use AI Assist on the respond.io - Inbox Mobile App 🥳
Following the recent release of Respond AI Assist on the web app, we’ve now made this feature available on the mobile app. Generate responses to your customer's messages with the press of a button to save your agents’ time and ensure consistent information.
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To use AI Assist, click the AI reply icon on the right side of the message composer and a response will be generated. If you are satisfied with it, press the
Insert
button to place the response in the composer, edit it and then send the message. If you are not, you can regenerate the response by pressing the thumbs-down icon.
You can also provide feedback by hitting the thumbs up or down icons for us to continually improve the responses given.
Reply to Specific Messages on WhatsApp and Telegram
Handling conversations with different contexts in a single chat thread can be challenging. But no worries, we've got you covered! This feature clarifies customer interactions by pinpointing the exact messages you are responding to, just like on the desktop app. You can reply to a message sent either by your customer or yourself.
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Swipe right on a specific message
to reply to it. Alternatively,
double-tap or long-press on it
and click
Reply
. The selected message will then be displayed in the message composer. Once you send your message, the message you’re replying to will be included in the response.
Please note that to use this feature, you must be connected through Telegram, the respond.io WhatsApp Business Platform or WhatsApp Cloud API.
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Remember to update your respond.io - Inbox mobile app to receive new updates like these for an enhanced mobile experience! If you haven’t downloaded our new mobile app, scan the QR code above or search for “respond.io - Inbox” in the Apple App Store or Google Play Store. For the best user experience, ensure your device's software is updated to the latest version (Android 10 or higher, iOS 16 or higher).
We are excited to introduce the Security Assertion Markup Language (SAML) single sign-on (SSO) feature, a significant enhancement to improve and simplify security access for our Enterprise customers.
Single sign-on (SSO) is an authentication method that allows users to log in to multiple applications or systems with a single set of login credentials. It eliminates the need for users to remember and enter separate usernames and passwords for each application while enhancing convenience and security.
Set Up and Configure SAML SSO for Your Organization
To set up SAML single sign-on (SSO) for your organization, configure it in the new Security page in the Settings Module. Configuration access is limited to Organization Admin and User Admin, with Billing Admins having view-only access. Users with Member access roles can’t see the Settings Module.
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Admins can enable SAML single sign-on (SSO) by connecting to their preferred Identity Provider (IDP). After entering the configuration details and verifying them, admins can toggle on
Enable Login with single sign-on (SSO)
to enforce the feature across the organization, streamlining the login process.
Logins Have Never Been Easier
After successfully configuring and enabling SAML single sign-on (SSO), all Users, including Admins, will be logged out automatically. Then, all Users can log in using their approved email associated with the IDP and are not required to enter a password. This applies to both web and mobile app login, ensuring a unified and secure user experience.
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However, if Admins disable single sign-on (SSO), all Users will be logged out and must log in with a password. Users without a password must create one by clicking
Forget Password.
Additionally, when Users switch from an SSO-protected organization to one that is not, they will be logged out and prompted to log in using their credentials.
How Can You Access the SAML SSO Feature?
To enable SAML single sign-on (SSO) for your organization, you need to be subscribed to our Enterprise plan. This feature is available as an Add-on to your plan. Existing Enterprise customers and new Enterprise customers who sign up while this offer stands will have permanent access to this feature without additional charges.
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Existing Team or Business plan customers who upgrade to the Enterprise plan during this limited-time offer will also have access to this feature. To take advantage of this offer, contact our Sales Team today.
Additional Improvements
We have also made a minor adjustment to our sign-up page. The Last Name field is now non-mandatory, standardizing the behavior with email and Google sign-up.
Additionally, we have relocated Permissions settings for the option to grant respond.io customer support access to your account to the Security page. This enhancement ensures you can manage access permissions and receive support seamlessly, all in one place.
These updates will significantly elevate your organization's security and provide added convenience for all Users. If you have any questions or require assistance, please don't hesitate to contact our support team.
Facing high volumes of conversations? Wave goodbye to an overloaded inbox and welcome the efficiency of Respond AI Agent.
Respond AI Agent is an AI chatbot that automatically answers customer inquiries and FAQs, stepping in before a human agent is assigned to the conversation. Here’s what you need to know about this groundbreaking update.
AI Agent (Ken)
Create your AI Agent with the New AI Agent Workflow Step
The new AI Agent Workflow Step lets you create an AI Agent to respond to customer conversations in a human-like manner. It is designed to provide quick and accurate responses, enhancing the customer experience while reducing agents’ workload.
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In this release, the only Objective the AI Agent can handle is answering questions. We're actively working on expanding its capabilities to include a broader range of Objectives. If you have specific needs, feel free to suggest new AI Objectives tailored to your business requirements here.
Ensure Availability of Knowledge Sources for AI Agents
As the goal of an AI Agent is to respond to inquiries promptly and accurately, businesses must provide knowledge sources for the AI Agent to get its answers from.
When configuring the AI Agent Step, it is mandatory to choose at least one of the following options: Select Knowledge Sources or enable the
Use Snippets as a Knowledge Source
toggle. Businesses also have the option to select both simultaneously.
Once one or both of these options are selected, businesses can use the
Reply outside of added Knowledge Sources
toggle, allowing for more flexibility in AI Agent’s responses.
Train AI Agent to Provide Accurate Responses by Adding Knowledge Sources
Leverage your existing documentation and self-help materials by simply uploading these resources or adding webpage links to Respond AI’s Knowledge Sources. This way, you ensure the AI has access to accurate and comprehensive information, enhancing its ability to deliver prompt and relevant responses to customer inquiries.
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Use the AI Agent Workflow Step in New and Existing Workflows
When a Contact reaches out, the AI will handle their queries. After thoroughly addressing all the Contact's questions, the Contact will then continue down the Success Branch of the Workflow.
Additionally, you can design specific journeys for Contacts who haven't replied to the AI within a set time frame, as well as distinct paths for Contacts in scenarios of failures like exhaustion of Respond AI credits, deletion of the channel and other issues. Keep in mind that every AI Agent response costs one Respond AI Credit.
Start Using AI Agent Instantly with New Workflow Templates
We've added two new Workflow Templates to our library, allowing you to swiftly harness the potential of AI Agent swiftly. These Templates let you assign a Contact to an AI whenever a conversation opens and transfer it to human agents if necessary.
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And that’s everything you need to know about Respond AI Agent. Are you ready to handle conversations more efficiently? It’s time to welcome an AI Agent to your team!
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