Here comes the big update that most of you have been waiting for! We packed so many long-awaited features in this release and finally it's ready to be used. Let's go through the list of features:-
[NEW] Reports Module
One of the most requested features of all times and we have to make it right for our customers. After many iterations of requirements and design, we finally nailed down the metrics and performance indicators that are helpful for your day to day reporting needs.
[NEW] Dashboard 2.0
Yes, you heard it right! We did an upgrade to our current dashboard and gave it a brand new look to match our Reports Module. Not only that, we provided more useful widgets to help managers with their monitoring and workforce management needs.
[NEW] Data Export
Wait, now we have Reports and Dashboard 2.0, Data Export too?! I know, so many reporting goodies in this release right. We wanted to give our customers the flexibility to analyse their own data in case the new Reports Module and Dashboard 2.0 didn't match their reporting needs. With the exported data you can create your own dashboard using Excel or any other data visualisation tool.
[NEW] Voice Message
Prefer sending voice notes over typing a message? We are so proud to tell you that our Messaging Module now supports Voice Messaging. You can now record voice notes and send them to your contacts for better interactions and personalisation.
[NEW] Time Zone Settings
We have added Time Zone settings for space level to address the time issues for Reports, Dashboards and Views. Update your preferred time zone is Settings > General now!
This is the highlight of this release. You may not know it but this is the backbone for Reports, Dashboard and Data Export. We are introducing this new entity to the platform to help our users better manage their interactions with their contacts. This is just the beginning and we will continue to build mode features around Conversations.
For this release, we will be associating conversation status instead of status for a contact. You can open or close a conversation with a contact and the conversation status will change accordingly. Opening and closing a conversation has an effect on the resolution metrics for Reports Module.
[IMPROVED] DialogFlow Improvements
Oh yes, some updates for DialogFlow users out there. We took in some feedback and did some improvements on DialogFlow. Now, the DialogFlow integration will be able to process location from the platform. In addition that, we have also added Contact's language in the payload so that you can trigger the contact's preferred language if necessary.
[IMPROVED] WhatsApp Message Template Parameters
Before, the parameter only allows a maximum of 50 characters and that has been a limitation for some of our customers. So we decided to drop the limit and impose no maximum characters for the template parameters but we will validate the length of the message inclusive of the parameters to make sure it doesn't exceed the message length of 1024 characters.
Sorry for the long-overdue update! We had a big change this time around and we needed to make sure we did it right for our customers. For this release, the team has made
BIGfeatures and improvements to the platform operations and performance too. Let's take a look at the awesome features and improvements we have done for this release!
[NEW] Contact Merge
Having issues with the same contact on multiple channels? Contact Merge can resolve duplicate contact issues where you can merge multiple contacts to consolidate the details, conversations and events to have a holistic view of a contact.
Redesigned Contact Details Drawer
Improved Activity Tab
We did a little revamp to the activity tab and made the events as a timeline easier for users to understand. Besides that, we also added a reply function where you can quickly comment in reply to the user who has mentioned you in the comments.
New Channels Tab
Here is where you can find all your active, inactive and restricted channels of a contact. You can initiate a conversation with your contact via the inactive channel by clicking on the
Send first messagelink. At the bottom of this section, you will also find a list of contacts suggested to be merged based on the relevancy of phone number and email address
Redesigned Messaging Bar
- Channel Selector
With this new feature, we added a new channel selector to switch channels. If you are unable to send a message from one channel, you can select another channel to send your reply.
- Comment Function
Next, we added the comment functionality on the messaging bar so you can just comment right away without having to navigate to the contact details. Your comments will now appear in a grey box at Messaging View for clearer distinction.
[NEW] View Filters Includes Contact Fields
Yes, we did it! We included all contact fields in the view filters so that you can segment your contacts with more granularity.
[NEW] Receiving Contact Locations
This is another good news for you, voters, out there, you can finally receive contact's location on the platform. No need to check back and forth, all the locations sent by your contact will be shown on the platform. You can copy the GPS coordinates or address easily to update your contact details.
[IMPROVED] Renamed Custom Fields to Contact Fields
Custom Fields are now known as Contact Fields. Each space will have a default set of contact fields and the existing custom field that was created will remain.
New fields: Country and Language
We have added two new fields as part of the default set of contact fields. The country's initial value will be derived from the phone number if present while the language's initial value will be derived from the user's client browser. However, the value can be changed afterwards if necessary.
New Field Type: URL
Another feature request and checked! Now you can add contact fields of type URL and the platform will validate to make sure it is a valid link. On top of that, we also included a quick button in the Contact Details so you can navigate to the link quickly.
Default Value is no longer applicable for Contact Fields
Due to performance issues, there will no longer be an option to specify a default value for a contact field. If you require to specify a default value, you can create an automation to update a contact field value when a conversation is started.
[IMPROVED] Conversation Searching
In the Messaging Module, you can now search for conversations with a contact's first name, last name, phone number or email address. We hope this helps your agents to be more productive in finding the conversation needed.
This release was a challenging one with new technology and some tricky requirements but we managed to pull it through after a long month. What we focus on this release are improvements to the workforce's daily operations and performance. Check out the following on the features for this release:-
[NEW] Completely Rebuilt Notification System
We were aware of the limitations of the previous notification and we had a good look at it. It took us a while to build this one with all the plannings and adoption of new technologies. With that, we scraped off the existing system and designed a brand new notification system in view of a better use of notifications for our customers. Some of the inclusive features to highlight here is:-
New Notification Channel - Desktop Notifications
Oh yes, we heard you! We managed to pack in this feature in line with our new notification system. Once you have allowed notifications from your browser, you should be able to receive desktop notifications whenever you are inactive on the platform.
Redesigned Notification Center
Check out the new Notification Center. Now you can treat it as your task manager where you can archive any of items that do not require your attention anymore. This way you can manage your pending task efficiently so that you won't miss out on anything important.
Improved Notification Preferences
We know everyone has a different preference for receiving notifications and that's why we will give you the upper hand to manage your own notification preferences. For each notification channel, you can select from different options of what type of notification you would like to receive. With a personalized notification preference, we hope you can receive meaningful notifications in an efficient manner.
Meaningful Notification Content
We put in a lot of thoughts to come up with the most meaningful content. From notification title to email contents, we want to make sure our users can understand and get to what they want just by interacting with the notifications without going deep into the issue.
New infrastructure to handle Notifications
On a daily basis, our system sent thousands of notifications to our users of the platform. In order to ensure reliability, we purposely built a new infrastructure to handle notifications only and nothing else. We want to make sure the notifications are sent to our users so that they can perform their tasks when necessary. With this new infrastructure in place, we are looking forward to better handle any notifications related in a more efficient manner.
Documentation Link here!
[NEW] Granular Access Level Permissions
We did some improvements to Manager and Agent access level to help owners and higher-level managers to better manage their workforce. Due to the different nature of workforces, some users may need to have restrictions towards certain features.
Managers now can be restricted to contact deletion, data export, accessibility of Space Settings. Managers with any of the above restriction will not be able to perform the related task. Bear in mind, restriction to Space Settings may also restrict the user to perform any actions within the Space Settings.
As for agents, we do get a lot of feedback where the contact visibility of an agent should be limited to their assigned contacts. We took that into consideration and concluded to have different visibility options for an agent. An agent can either view all contacts, contacts assigned to his/her team, or his/her own assigned contacts only.
These restrictions can be enabled from the Users Module in Space Settings. Refer here for more information!
[IMPROVED] Broadcasting Capability for 360Dialog v2- 360Dialog had an upgrade and we are adapting to the upgrade as much as possible to match the experience for our customers. Good news is broadcasting is now supported for our customer who is currently using on 360Dialog v2!
[IMPROVED] Template Message Echo support for MessageBird WhatsApp- If you are sending template messages through MessageBird or via their API, the messages can be shown in the platform so you won't miss out on anything.
[IMPROVED] Changed Away status to Busy- After much thoughts on this, the team has decided to match with current industry standards. User can now set their status to
Awayand the rest will remain the same as before.
[IMPROVED] Phone Number validation for 360Dialog contacts- There was a couple of unpleasant experience when sending a message to a 360Dialog contact and we didn't want our customers to feel confused or unsure of the error. Before you are able to send a message to a 360Dialog contact, the platform will now validate the contact and proceed to send when it is validated.
and also some insignificant bugs that you should not be worrying about. Cheers!
Hello everyone, we are entering Q4 of 2020 and the team is still striving hard to build some more exciting features for all of you out there. To kickstart this quarter, we have completed some features that were highly requested so check it out below :
[NEW] Gmail Channel Integration- You didn't hear me wrong, we have finally integrated Gmail as a messaging channel on respond.io! It is one of the long-awaited features of all time and we took quite some time to plan this integration to make sure we do it right. We will be releasing this feature in Beta version so that we can continue to improve the experience for all of you out there. Connect your Google account now and start receiving your emails in the platform. Refer here on how to connect Gmail!
Note: This feature is still currently in BETA release and undergoing verification by Google Cloud team. You might be presented with "The app isn't verified" during the connection process.
[NEW] Contacts Import to SMS, WhatsApp and Gmail channel- Oh yes, now you can add a single contact or import multiple contacts to channels that use phone number and email as the primary identifier. You can now initiate conversations with your contacts on the platform and in addition to that, you can also send a broadcast to new contacts too!
(Selected channels only)Another bonus is you can also sync your contacts to the platform so that you can identify them quickly when they send you a message. Learn more here and start importing contacts to your space!
[NEW] HUMAN_AGENT tag- Good News! We have been accepted into Facebook's HUMAN_AGENT Tag Closed Beta program and we are so excited to share this feature with all our users out there! This new tag will allow our respond.io users to extend their Messenger contacts' messaging window from 24 hours to 7 days! Now when you send a message to your Messenger contact 24 hours after the last reply, your message will be automatically tagged with HUMAN_AGENT tag until 7 days after contact's last reply.
[IMPROVED] Camera Access for Files- For those who would like to upload pictures or videos on the go, lucky you! Our mobile app now allowed you to upload pictures and videos directly from your camera.
[IMPROVED] File Uploader and Image Preview- Previously there were a few flaws with the existing file uploader and image preview, so we decided to upgrade this tool to meet all your file needs. We hope this upgrade will improve your experience with the platform.
and also some teeny weeny bugs that is not your concern. Cheers!
It has been a long month for us but we are back with
NEW EXCITING FEATURESfor you. We took some time looking at our broadcast module, thinking of what can be done better to suit your broadcasting needs. Here is the list of new and improved features for this release :
[NEW] Broadcast via WhatsApp Business API Template- We heard you and now you can send broadcasts to your WhatsApp contacts using WhatsApp Template Messages. Start preparing your templates so that you can start scheduling your broadcasts soon! Link
[NEW] Broadcast via Facebook Tagged Messages- This isn't something requested but we thought why not include broadcasting via Facebook, one of the largest social media in the world. You can now bulk send messages to your Facebook contacts but please be mindful to comply with Facebook's regulation. Link
[NEW] Redesigned Broadcast Dialog- The broadcast dialog is redesigned with a new look and feel for better usability. In addition to that, you can also check and verify your broadcast content by sending a test broadcast to yourself or any other recipient. This way, you do not need to worry too much when sending a broadcast message to thousands of recipients. Link
[NEW] Using Dynamic Variable in Broadcast- The broadcast fun hasn't ended yet and another feature that is highly voted, using dynamic variable values in your broadcast content. Personalize your broadcast message by including dynamic variables and give your audience a thoughtful touch.
[IMPROVED] Better Websockets Performance- For better web chat experience, we looked into what can be improved and did the necessary improvements to make sure you stay connected to your contacts. On top of that, we also included the message delivery status to aid contact resolution.
[IMPROVED] Contact's Flag based on phone number- We have improved our logic to populate the contact's flag based on the phone number provided by the channel. Read more here!
[IMPROVED] Preview of Snippet Content- We are including the snippet content into the preview so you can be sure of what you are sending to the contact. Read more here!
[IMPROVED] Descriptive Error Messages- If you encountered an error while sending a message, you can now find the descriptive error messages from the channel by hovering on the message. Find out more here!
and not to forget the never-ending list of bugs...
- Corrected pagination links in Contacts API
- Increased contact limit while assigning tags
- Handling generic file types for incoming attachment from LINE
- Resolved Telegram attachments for broadcasts
- Ability to download billing invoice from the platform
This release we completed a big feature, 🏢
Organization Billing! Your organization will no longer need to depend on a Space Creator but now you can have multiple Organization Admin to manage your organization. More than that, we have also introduced new roles, Billing Admin and User Admin to manage some responsibilities on the platform. Learn more about Managing an Organization!
[NEW] Reseller Developer API- The developer API works with the reseller's custom domain now so resellers can let their clients use the API to perform specific functions via API. Read more here!
[NEW] Easier way to connect to LINE- We have removed the unnecessary steps and it is now faster and easier to connect to LINE. Check out the documentation here!
[NEW] Increased bulk tagging limit- Previously it was capped at 25 contacts and now you can assign tags up to 100 contacts at once. Learn how to bulk assign tags here!
[IMPROVED] Added contact object to Dialogflow Fulfillment- Good news, we added the contact object to the Fulfillment Webhook Request for your usage! Check it out here!
[IMPROVED] Updated the LINE URL for QR Code- We updated our URL scheme based on LINE's latest documentation so your contacts can use this scan code to redirect to your LINE official account!
[IMPROVED] Increased character limit for WhatsApp Template Messages- Need to compose a longer WhatsApp Template Message? You can now write up to 1024 characters in a Template Message.
and not to forget, here comes the annoying bugs...
- Added support for handling Twitter Echo messages
- Ignored incoming group messages for Telegram
- Fixed and ignored the Message Delivery Status for Facebook Broadcasts
BIG ANNOUNCEMENT! The Mobile App is finally here!
Yes, the long-awaited feature request is finally fulfilled. The respond.io Mobile App has made it to iOS App Store and Google Play Store! Quick, download it now and tell us how does it feel.
Apart from this big feature, we did a
HUGEround of refactoring of the platform to improve the experience for all of you. Check out what we did :
[NEW] Ability to open multiple Spaces- If you have to manage multiple spaces at one go, here is a good news for you, you can now open multiple spaces on multiple tabs in the same browser. Just be sure to check the space you are working on.
[NEW] Agent's Read/Seen Receipts- Previously, when a contact sends a message, the message was immediately marked as read to the contact. Your contact must have been wondering why is there no response after the message it read. So we made some changes and only send the read receipt when the agent replies to the contact so your contacts don't get frustrated.
[IMPROVED] Faster Loading Platform- We did some digging around and look for ways to improve the loading time of the platform. After many challenges, we adopted a few methods to load the platform faster so you all can get to your work faster.
[IMPROVED] Improved Messages Module- Fixed some user interface issues and reduced the debounce time for better performance. Loading conversations in the Messages Module will be faster than before. We also added a lazy-loading for the Emoji Picker.
[IMPROVED] Dashboard Stats- Some of you may have experience with the delay or miscalculation of the stats. We heard you and we fixed it already!
[IMPROVED] Refactored Messaging Server- Yes, we took a good look on our messaging servers and cleaned it up to make sure they are performing and achieving what is intended to make sure the platform is working fine for you.
and not to forget, here comes the annoying bugs...
- Duplication of Dialogflow Echo Messages on Facebook.
- Handled the file transfer complete event for 360Dialog
- Custom Fields of type Checkbox (i.e. Boolean) were not showing.
- Template Messages content didn't support line-breaks.
This release, we built some
[NEW] Message Status- No more guessing, now you can find out whether or not your contacts received or read your message. The message status will help you to check on your customer engagement. Find out more about Message Status now!
[NEW] WhatsApp Message Templates- The WhatsApp upgrade is finally here! You can now send Message Templates to your WhatsApp contacts with WhatsApp Partners API. Read up here on how to set up!
[NEW] Teams- Build teams within your space for better visibility and resource management. Your team can work collaboratively and be more productive while resolving issues for your contacts! Add a team now!
[NEW] Shared Views- Yes, you can now share your views with other users on the space so everyone sharing the view can be aligned. You can set your share settings to Private, Public or Shared depending on the needs.
[NEW] Customizable 'Get Started' button text for Viber- We know some of you may want to have something different for the 'Get Started' button text on Viber. Don't worry, we got you covered! You can now change the button text to anything you prefer.
[NEW] New Settings interface- We have a new look for our Settings page! We want our users to be able to navigate around the Settings page easily. Check it out now and give us your feedback!
[IMPROVED] Removed delete confirmation- We made things a little bit easier for you guys and removed the step to type the word 'DELETE' during deletion with an exception to space deletion ⚠.
[IMPROVED] Added 'Scan Code' for 360Dialog- Yay, there is a code scanner function for 360Dialog. Check it out and share it with your audience.
and we fixed some annoying bugs too...
- Webhook URL on 360Dialog (Whatsapp)
- Contact locale not properly stored on Twilio (SMS and WhatsApp)
- Images were received as XML on Twilio (Whatsapp)
For this update, we have a few exciting features for you and here it is :-
[NEW] User Activity Status- Agents can now update their status, set an inactivity period or let the system handle it for you automatically. Find out more here!
[NEW] Profile Avatars- Yay, now agents have avatars to make contacts assignment easier. Here is how you can update your profile avatar!
[NEW] Automatic Contact Assignment- Finally, we now provide you with an option to assign contacts to an available agent automatically. Learn more here on how to set up automatic contact assignment for your space.
[NEW] Editing and Deleting Views-
Segmentsare now called
Viewsand you can edit, delete or rename a view when it is necessary.
[NEW] Facebook Messenger Tags- Can't send message to a Facebook contact after 24 hours? Don't worry, the solution is here. You can now send messages to your Facebook contacts after the 24 hours messaging window as long as you tag your messages correctly.
[IMPROVED] Searchable Agent Dropdown- No more looking through the list manually when assigning a conversation, just search for the agent's name and assign to them right away. Check it out here!