We are thrilled to announce the three latest updates to our platform. These features and improvements will take your business messaging experience to new heights. Let's dive into the details:

We have listened to your feedback and made it even easier for you to manage respond.io Segments. Before, you could only manage them from the Contacts Module. Now, you can effortlessly create new segments directly within the Broadcast Builder itself. No more back and forth between the two Modules!

Need to make adjustments to existing Segments? We've got you covered there too! It’s now possible to edit Segments on the fly while building a broadcast, saving you valuable time. In addition, the new Contact count at the top right of the Segment filter drawer displays the number of Contacts included in each segment.

These improvements will enhance your ability to create and customize Segments for more efficient targeted messaging.

Previously, Users were able to initiate a Shortcut without filling out any fields in the Shortcut Form, which led to the submission of incomplete data. This could sometimes create disruptions when escalating cases or transferring Contact data to other software, as crucial information was missing.

Because we understand the importance of collecting accurate and complete information, we've introduced the ability to mark specific fields in your Shortcut forms as required. Now, you can ensure that Users fill out all the necessary information before proceeding with the Shortcut.

This update will make your Workflows become more effective. Say goodbye to incomplete Shortcut initiations and the headache of chasing missing data.

Our commitment to seamless integration with Zapier continues with an exciting update. Previously, you might have encountered a frustrating 404 error when your Zap couldn’t find a Contact. Not anymore!

We've made significant improvements to our Find a Contact Search Action in Zapier. Now, instead of a error, you will receive a response indicating . This enhancement empowers you to expand your automation capabilities and effortlessly handle scenarios where contacts might be missing from your system. No more roadblocks, just smooth automation at your fingertips.

Respond.io has a new mobile app! 🥳 Get ready for a superior messaging experience that lets you connect with customers anytime and anywhere. Download it now by searching for “respond.io - Inbox” in the Apple App Store or Google Play Store.

Update your device software to the latest version (Android 10 and above, iOS 16 and above) for an optimal user experience.

This initial release is centered on the agents who rely on respond.io to read and respond to messages on every channel. While it has fewer features than the original respond.io app, this was a deliberate decision in line with our goal to create the most impactful user experience possible.

For now, you can access your messages, notifications and settings. Let’s run through the features that make the new app fast, reliable, efficient and easy to navigate.

The Messages Module is still our top priority. The app opens directly to this module and displays your Contact list, which changes according to the inbox you select. On this screen, you can create a new Contact and switch inboxes (including Team, Custom and Shared inboxes) via the sidebar, as well as filter, search by Contacts or sort messages to find a Contact or conversation.

The same messaging flexibility and convenience you enjoy on a desktop are available on the app. To chat with a Contact, tap on their name to open a conversation, then send them a message or select another connected channel. Need to collaborate with a teammate? Just tap on the Comment icon in the bottom left corner and tag them in a comment. You can also:

This release isn’t limited to just messaging abilities. In a conversation with a Contact, the navigation bar at the top allows you to edit their profile by tapping on the Contact’s name, start a Workflow by tapping on the Shortcut trigger icon or close the conversation by tapping on the check icon. Click on the Action menu (three dots) to:

In other words, you can deliver the same customer experience on the go without compromises.

The Notification Center is all about ease and accessibility, centralizing all notifications so you can keep up to date at a glance. Your notifications are organized into three categories:

You can even treat the Notification Center as a task list: Archive notifications that don’t require action so it is clutter-free and only contains items you need to follow up on.

We’ve kept the Settings menu to the bare minimum with a focus on your personal settings. You can view and update your basic settings, such as your:

Find all the details you need about the mobile app in the Help Center. As this is just the initial release, expect more features to be launched in the near future or request for them. If you need to access additional features in the meantime, use respond.io via the web browser on your phone or desktop.

If you encounter any issues while using the new mobile app, please report them so that we can improve your user experience or contact our support team with any inquiries. We’re here to help and are committed to making the transition to the new app as seamless as possible.

: If you want to create a new account, sign up for a respond.io account on desktop to get started.

We're excited to introduce the latest update to our onboarding experience, designed to provide a more personalized journey from the moment you join respond.io.

When signing up, you can see businesses in your region that are already benefiting from respond.io. Read their testimonials and draw inspiration from the possibilities that can be achieved with respond.io.

This improved onboarding also gives you a more relevant channel guide based on your needs. You can quickly connect your desired channels and start messaging your customers or making the most of our features.

Check it out by signing up for a new respond.io account. For inquiries or assistance, feel free to contact our support team.

We are happy to announce that you can now seamlessly migrate your WhatsApp account from other BSPs to respond.io’s WhatsApp Business API for enhanced reliability, cost savings and the the latest features by Meta - all with zero downtime. Let’s look at the details.

Here’s why you should migrate to respond.io:

Respond.io is an official WhatsApp partner and provides direct access to Meta’s cloud-hosted WhatsApp Business API. This means you get instant access to new features, security updates and more by Meta, as well as fast and reliable message delivery.

Some BSPs, such as 360dialog, only provides the WhatsApp API without a messaging inbox and charges you a monthly license fee for the WhatsApp API. On the other hand, respond.io provides users with an omnichannel inbox and doesn’t impose any fees for WhatsApp API, so you only pay your WhatsApp conversation charges. These charges can be managed in respond.io’s WhatsApp Fees Module for transparency and convenience.

In fact, migrating your WhatsApp account to respond.io allows you to manage your WhatsApp Business Account (WABA) and all conversations from a single platform. This includes creating and submitting Message Templates for approval, assistance in applying for WhatsApp Business verification, and direct access to Meta’s support team.

Furthermore, the migration process is seamless and won't disrupt your existing Workflows or broadcasts, so you can experience the full benefits of respond.io without any hassle.

Migrating your WhatsApp Business Account (WABA) to respond.io is quick and easy. The prerequisites for migrating your phone number are:

If you meet these conditions, follow these steps to make the switch:

Congratulations! You have successfully migrated your WABA to respond.io.

Upon successful migration to respond.io, the following will be transferred from any other WhatsApp BSP account:

Please note that the following will not be transferred from your 360dialog account:

We are thrilled to announce the upgrade of our free trial from the Team plan to the Business plan! Now, you can enjoy a host of premium features and unleash respond.io’s full potential from the get-go. Here are some of the benefits you’ll receive:

With the free trial of the Business plan, you'll have the opportunity to test out advanced functionalities and understand how these features can effectively address your specific business problems and meet your unique needs.

To take advantage of the Business plan free trial, simply sign up for a new respond.io account. For inquiries or assistance, feel free to contact our support team.

We’ve updated the Reports Module with new and important metrics and features to help you gain deeper insights into your Workspace. Let’s dive in.

Every company has its own way of calculating performance. To reflect this, the Reports Module has been upgraded to offer more comprehensive details and a customizable approach to measuring performance.

To provide companies with more insightful and tailored metrics, we have enhanced data precision with additional tabs and filters, and our improved charts and tables effectively convey complex data. You can now perform in-depth analyses of the following:

We are confident that these will empower you to make more informed decisions and optimize your Workspace for better results.

Previously, the Reports Module measured response and resolution time according to how long agents took to respond to customer messages. However, for businesses that don’t operate 24/7, messages received outside business hours skewed these metrics. We're excited to introduce new metrics that allow you to measure performance based on first or last assignment time.

Look out for the following graphs in the Responses and Resolutions Module:

This metric excludes the time the Contact assignment took, counting only the average time agents take to send the first response once they’ve been assigned.

This metric excludes the time the Contact assignment took, counting only the average time agents take to resolve a conversation once they’ve been assigned.

This metric is useful to measure how long the last agent took to send a first response to the conversation that had been escalated or rerouted.

This metric is useful to measure how long the last agent took to resolve a conversation that had been escalated or rerouted.

The Breakdown tables on the right can be used to identify trends in assignment, response and resolution times to fulfill Service Level Agreements and spot areas for improvement.

While it was previously possible to gauge user performance by metrics such as closed conversations and average resolution time, we wanted to provide businesses with more tools to better track and optimize efficiency.

Loaded with multiple intuitive graphs, the Leaderboard tab and Users tab offers a more detailed view into individual and team performance. What’s better, you can now compare performance among team members or teams to identify top or weak performers.

Notice the new and improved filtering options in the Reports Module? Now you'll find a wide range of filters added to each tab, which will allow you to perform more in-depth analyses of your Workspace. These filters will help you segment data based on specific criteria such as channels, teams, conversation categories, assignments, and more. Spotting trends and issues in your operations has never been this easy with respond.io!

Our old Reports Module did not include broadcast analytics. By popular demand, here’s the new Broadcast tab! Now, you can measure the performance and impact of your campaigns more effectively.

Here you can find out the total number of broadcast recipients as well as the read rates. You can also view the number of and failed broadcasts, total messages sent and the delivery status of your broadcast messages: Sent, delivered, read and failed.

Breaking down broadcast analytics to a message level is possible too. In the Messages tab, click on and search for . This filter lets you identify specific Contacts who have received or failed to receive your message in the selected broacast, as well as the delivery status of your message for each Contact.

Does the new Module spark your enthusiasm? To find out more about the new Reports Module, visit our Help Center. This feature is only available for Business plan users and above. Upgrade now to start using the new Reports Module!

Last but not least, as part of this release, we have made enhancements to the notification preference feature. You can access it by going to Settings > Notification Preference. Explore the newest functionality now available in both Desktop and Mobile Push Notifications, allowing you to receive notifications for assigned contacts, unassigned contacts, and mentions!

You wanted better phone number and email address handling, and we delivered 💪. We’ve enhanced phone number validation, error handling and formatting capabilities for phone numbers used across the platform, including in contact imports, API, Workflows, Dialogflow, Zapier and more.

Respond.io now formats and stores all phone numbers according to the E.164 international phone number standard. This format comprises the (+) sign, country code and subscriber number.

You can input phone numbers in any format, including with spaces or the (-) sign. As long as the country code is provided, the phone number will be accepted, formatted according to the E.164 standard and stored on the platform.

New phone numbers without a country code will be deemed invalid and can’t be stored.

This update will sanitize all existing phone numbers in your respond.io contact database. Special characters will be removed and the (+) sign will be added to the start of all phone numbers. However, existing phone numbers without a country code are deemed invalid.

To address this, update your contact list with phone numbers in the correct format through Zapier, APIs or Contact Import.

If you opt to bulk update your contacts via Contact Import, note that you should not use phone numbers as an identifier as invalid phone number formats will not be recognized and will cause the update to fail. Instead, use email or Contact ID as identifiers to update your contacts’ phone numbers. This will give you a clean contact database moving forward.

Previously, email addresses were case-sensitive. If the same email address with different capitalizations (eg respond@respond.io vs Respond@respond.io) was imported or added via API, the email address was not recognized. Each version was considered unique and a new contact would be created for each email address.

Now, email addresses are case-insensitive so the same email address will be recognized no matter how it’s formatted during contact imports or API updates. For consistency, email address formats have been standardized and will be stored in lowercase on respond.io.

As a result of these updates, contact duplication occurrences will be reduced. Contact profiles with the same phone number in different formats (e.g one with a “+” sign and one without) will be identified as a single contact.

Your contact database might have duplicate contacts with the same phone number in different formats. Fret not; you will start seeing merge suggestions for these contacts. Do review these suggestions and merge the contacts to unify their profiles for a clean database.

We are proud to announce that respond.io is now a verified WhatsApp Business Solution Provider (BSP)! 🎉 

Respond.io uses WhatsApp Cloud API, the cloud-hosted version of WhatsApp Business API. Our partnership with Meta allows you to integrate WhatsApp directly via respond.io. It’s quick and easy as you’ll no longer need a Facebook Developer Account to set up WhatsApp Cloud API.

Managing your WhatsApp channels on our platform will also be easier than ever.

With free, robust, secure and reliable resources from Meta, you can scale your business messaging effortlessly. The respond.io WhatsApp Business API will also enable you to:

And more!

Once you’ve connected the respond.io WhatsApp Business API (respond.io WA BSP), a new module will appear in your respond.io account.

The WhatsApp Fees Module will allow you to manage your WhatsApp Business Account (WABA) balance directly from respond.io. The WABA Current balance is used to pay the WhatsApp conversation charges for the associated WhatsApp Channels. Ensure your balance is sufficient to cover the month’s charges for continuous operations.

You can top up your WABA balance manually or configure an auto-recharge for automatic top-ups when it falls below a specified threshold. Alternatively, configure a balance alert to notify you when your balance is running low.

At the start of every month, the total usage of the previous month will be updated in the .

The WhatsApp Fees Module can be found under on respond.io.

Switch to the respond.io WhatsApp Business API today for stable and reliable WABA service and to truly centralize your business messaging on one platform. Learn more about the respond.io WhatsApp Business API and how to connect it here.

We’re excited to introduce stickers on respond.io! Stickers are a popular medium of expression among customers. The inability to receive them prevents businesses from acknowledging customers who start a conversation with a sticker or understanding customers’ emotions during chats.

To help you engage with leads and build strong customer relationships, respond.io now supports the receiving of from the following popular channels:

For plan users and above, we have also updated our to include as a new incoming message type so you can be notified when customers send you stickers.

Additionally, we have enabled the use of stickers as an incoming message trigger in .

We hope that these new features enhance your respond.io experience and help you better connect with your contacts. If you have any questions, please contact our support team.

Respond.io’s Broadcast Module gets a comprehensive revamp! Check out the host of improvements and new features that will make sending broadcasts even easier and elevate your messaging strategy.

The standout feature of the revamped Broadcast Module is Contact Segment, which allows you to create segments based on Contact Fields, Tags or conditions. This new capability lets you easily and precisely define a target audience for each broadcast.

Defining conditions for each Segment also means Contacts will automatically enter or exit a segment depending on their condition fulfillment! Refer to this guide to create a segment in the Contacts Module now.

Don’t limit broadcasts to channels your Contacts may not be as active on or risk spamming them by sending duplicate messages across channels to gain their attention.

Instead, broadcast messages to the last channel a Contact interacted with. This increases the visibility and potential engagement rates of your broadcasts.

You can also send unique content for each channel according to its supported capabilities — such as images, emojis, Facebook Message tags or WhatsApp template messages — and exclude specific channels from the broadcast if you like.

Need to tweak your broadcast or audience targeting? Instead of deleting a broadcast and rebuilding it from scratch with the right content and settings, you can now simply edit it.

With the new release, broadcasts are created in draft status by default and will remain there until you schedule or send them. This allows you to make changes or reschedule broadcasts up until the last minute.

The all-new broadcast builder lets you configure a broadcast across multiple channels simultaneously, preview each message and send test broadcasts.

In the Target Audience section of the builder, you can also view the estimated number of messages that will be sent across channels and the number of recipients who will receive the broadcast.

It will even detail the number of target audiences who fulfill the Segment criteria but are excluded as they are not present on the selected channels to aid decision-making about channel choices.

Perhaps you want to control your broadcast send rate so your bulk messages are delivered faster or slower than usual.

Now, you can customize the send rate to broadcast messages at the rate that works best for your business.

Note that this is an add-on feature, so please contact our sales team to learn more.