You rely on Workflows to get more done faster, so we’re constantly upgrading our automation builder to help you. In this update, check out the latest Workflows Module update, as well as a new shortcut to access our Help Center and a new API endpoint.
Test Your Workflow Before Publishing
Publishing a new Workflow can be daunting as you’re unsure if it will work as intended. Worry no more, as now you can test Workflows to before publishing them.
When a Workflow is ready, click on the
Testbutton located at the top right of the page. In the Test Workflow dialog box, select a channel, scan the QR code to open a chat and send the code to initiate the test Workflow. Once you’re done testing the Workflow, click the
End Testingbutton in the dialog box.
If you have set any trigger variables in your Workflow, you can provide a dummy value to test your Workflow. If no dummy values are provided, the value will be treated as null.
New Branch Category: Last Outgoing Message & Last Outgoing Message Source
We have added two new Branch categories to expand the use cases for your Workflow.
Last Outgoing MessageBranch category scans your most recent outbound message for specific keywords or content. If the last outbound message contains keywords that match the values set in the Branch condition, the Contact will go down a specified Workflow journey.
One use case is to create a Workflow that follows up on broadcasts. This Branch category lets you determine if the conversation was initiated in response to a particular broadcast, enabling you to design a tailored Workflow journey for this Contact.
Last Outgoing Message Sourcecan identify the source of your most recent outbound message, whether it was sent by a User, Workflow, Broadcast, bot, or other sources. This is useful for creating an automated response Workflow for all replies to broadcasts.
For example, if the source of the
Last Outgoing Message Sourceis "Broadcast", it can determine if a conversation was initiated in response to a broadcast. This allows you to design an automated message in response to it or prioritize queries related to broadcasts.
New Resource Center Button
The Resource Center button makes accessing respond.io's resources and customer support even easier and more convenient. It serves as a shortcut to open the Help Center, feature requests, customer support, demo booking, and respond.io Academy all in one view.
You can find it at the bottom right of your screen.
This Resource Center button will serve as your central hub for information, and we will add more resources here as necessary in the future.
By default, the Resource Center button is enabled. To remove it, click the Help button in the navigation bar and toggle the Resource Center button off.
New API Endpoint: List WhatsApp Templates
Another exciting improvement for WhatsApp! You can now access the list of your WhatsApp Message Templates for a WhatsApp channel using the new endpoint
Refer to the API Documentation for a guide on how to use this endpoint.
We are pleased to announce we’ve made significant improvements to the behavior of all channels as well as an additional configuration option to the Facebook Messenger Channel.
Standardization of Channel Behavior
We have introduced a new standardized behavior for all channels. This enhancement ensures that only supported conversational messages and ad events will open a conversation. Such events include:
- Facebook Chat menu button clicks
- Adding a friend on Line, WeChat, and Viber
- Get Started actions on Facebook, Telegram, and Webchat.
As a result, unsupported messages, story reactions, non-ad referral events, and postback events will no longer open conversations, saving your agents’ time.
Legacy Channel Behavior Toggle
To ensure minimal disruptions to your workflows and operations, we have included a toggle in
Settings > Workspace Settings > Generalto enable legacy channel behavior in this update. For existing workspaces, the toggle is switched on by default to maintain the existing channels’ behavior to your existing Workflows automation. However, note that this legacy behavior will be deprecated in the near future.
If you wish to experience the new standardized behavior and allow only supported conversational messages and ad events to open a conversation, turn off the toggle.
Get Started Facebook Toggle
We have introduced a new toggle in your Facebook configuration. When toggled on, your customers will see a welcome screen when they land on your business's Facebook Messenger chat.
The welcome screen includes the name and responsiveness of your business, the profile picture and cover photo from your Facebook Page, an optional greeting message, and the 'Get Started' button for customers to start chatting with you easily.
With these updates, we aim to provide a more efficient and consistent conversational experience for all users across various channels. For inquiries or assistance, feel free to contact our support team.
Another month brings another update that improves your experience on our mobile app. Our commitment to progress ensures that each update is packed with enhancements and optimizations. So without further ado, let’s explore the latest features that await you:
Send Files With Ease
Previously, you were limited to selecting only one media file per message. That meant if you had five files, you would have to upload and send five separate messages to customers.
With the new update, you can select multiple media files and preview them before sending them out to your customer, all in the same message.
WhatsApp Template Filters
If you had a long list of WhatsApp Message Templates, you needed to scroll through or manually search for a particular template within the list.
Now, you can categorize and filter for templates by Categories, Languages, and Labels. You can also readily view your most recently used templates.
Improvements to the Email Channel Composer
The email message's subject line will now always be visible and displayed upfront, together with the email body, providing better visibility on which email you’re responding to.
When composing a new email, the subject line will, by default, display the subject line of the last email you received. If you want to reply to an older email, find the email in your conversation history, tap on
Replyand the subject line of the email will appear in the message composer.
To send a new email, press
Xin the subject line to clear it and fill in the new subject line and message in the message composer.
To create a more consistent messaging experience between the respond.io platform and mobile app, mentions in the comment section and dynamic variables in the messaging console will now be highlighted when typed.
When you receive a new mobile notification, a notification badge will appear on your respond.io - Inbox app icon. This alerts you to unread messages, comment mentions, or other notifications that you might have missed.
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.
Be sure to update your device software to the latest version (Android 10 and above, iOS 16 and above) for the optimal user experience.
OpenAI became a sensation with the release of ChatGPT, a large language model capable of understanding natural language and generating conversational responses similar to human communication.
As AI revolutionizes business practices worldwide, respond.io is committed to enhancing customer conversation experience across the platform and increasing information consistency. Hence, we are proud to announce our
native feature: Respond AI🥳.
Respond.io has been updated accordingly to accommodate this exciting feature. You’ll find a new AI functionality in the Message Composer and new additions to the settings for Integrations and Billing & Usage. Let's dive into them.
Respond AI Message Composer Prompts
Open a Conversation in the Messages Module and pay close attention to the Messages Composer. The new “magic wand” button is a practical tool for customer-facing Users that seeking to communicate with customers clearly and effectively.
To understand how it works, compose a message and click on the “magic wand” button. By default, four prompt options will show. Upon selecting a prompt, the message in the Messages Composer will be revised and improved by Respond AI.
Let us guide you through the currently available respond AI prompts.
Make Response Clearer
Because we understand how small writing cues can affect the way customers perceive the quality of your service, we've made it easy for Users to adjust their messages to sound clear, coherent and easy to read.
Adjust Response Tone
If you're dealing with an upset customer who needs reassurance, adjusting the tone of your messages can make them feel heard and understood. Use this prompt to make your message sound professional, friendly, empathetic or straightforward if need be.
Remove Writing Errors
Spelling and grammar errors can make your business look unprofessional. Use this prompt to identify and correct them, ensuring error-free responses.
Ever encountered a language barrier while trying to communicate with a customer? Use this prompt to translate your responses into various languages including Arabic and Spanish, making communication an absolute breeze. Say goodbye to language barriers and hello to seamless interactions! 😄🌐
Respond AI Settings
There is a new section under Settings > Workspace Settings > Integrations called Respond AI. Click it and you’ll have access to the Respond AI prompt settings.
Once there, check or uncheck the boxes to enable and disable the quick prompts. When a prompt is left unchecked, it will no longer show on the Message Composer.
Are you looking for different prompts from the default ones? Good news! You can also create up to four custom prompts. Click on
Add custom promptand follow the steps to enable them. Lastly, Users can select, unselect, edit and delete respond.io AI prompts with a few clicks.
Respond AI Credit-based System
Respond AI operates with an Organization-wide credit system based on credits. What does this mean? Depending on their respond.io plan, each Organization can use a specific number of monthly Respond AI Credits shared among all its Workspaces.
Navigate to the Settings Module > Organization Settings > Billing & Usage to consult your Respond AI Credits balance.
Exciting AI Updates Coming Soon!
In the upcoming weeks, you'll have the power to train Respond AI with content specific to your company, whether it's your knowledge base, articles, help documentation or even Snippets.
Once the training is complete, you'll be able to automatically generate smart replies in the Messages Module based on your uploaded files. In short, you’ll be able to provide customers with contextual and consistent information at the click of a button.
But that's not all! We're also developing a conversation bot to automatically chat and answer customer inquiries on any of your channels. Stay tuned for these exciting enhancements! 🚀🤖
Customer-facing agents spend a big part of their time on the respond.io Messages Module. By popular demand, we have improved this Module with three new features and a minor improvement to help Agents work more efficiently. Let’s have a look at them.
Search Messages and Comments in Your Contact List
Before, agents were only able to filter a search by Contact name, email address or phone number in the Messages Module. While this is enough in many cases, there are times when Agents only remember one or more keywords mentioned during a Conversation with a Contact.
When agents can only remember fragments of information, they are compelled to manually search through each Conversation to locate a message, which is a cumbersome task.
To fix that, we’ve introduced new search filters. With them, you are now able to search for any messages and comments in the Messages Module instead of scrolling endlessly through each Conversation.
Here’s how it works: Click on the search bar and select
Messagesin the dropdown. Then enter a keyword or phrase. The search results will be displayed in the Contacts list below sorted by most recent.
Your searches will be recorded in the search history dropdown. This will allow you to go back to your recent searches when needed, saving you time.
Please note that when searching for messages or comments, the search is only applied to the
AllInbox. The Conversation filter and sorting will be also disabled when searching for messages and comments.
Search Messages in a Conversation
At a Conversation level, scrolling up and down the Conversation history was the only way to find sent messages. For convenience, we’ve also added a search bar to the Conversation Action menu, allowing Agents to search for sent messages effortlessly.
On a Conversation, click the search icon at the top and type the keyword in the search bar. You can use the navigation arrows on the side or click on the search bar to scroll through the results in the dropdown menu.
New Inbox Filter: All Status
Up until now, Conversations in the respond.io Inbox could only be filtered by
Snoozedstatus. Some of you requested a way to view all the Conversations regardless of Conversation status. We’ve heard your feedback, and we’ve added an
All Statusfilter to the respond.io Inbox to make this feasible.
All Statusis now the default filter on the respond.io Inbox, so you’ll be able to see all conversations at once. To filter by another status, click
All Statusand select a different filter from the dropdown list.
Collapsible View of Contact Events
Conversation Events give respond.io Users info about the activities that are happening in a Conversation with a Contact. But when too many Events are taking place in a Conversation, the chat is cluttered with Event notifications. This can be distracting and overwhelming to some Users.
Now, when seven or more events are triggered in sequence, they will be grouped in a collapsible toggle list. However, Conversation Opened and Conversation Closed Events will be excluded for visibility. To view all the Events, click on the toggle list.
We are thrilled to announce the updates to our platform that will take your experience on our platform to new heights. Let's dive into the details below.
Report a Bug Button for Enhanced User Feedback
To make reporting bugs easier and more efficient, we've introduced a "Report a Bug" button to our web app. This button can be easily accessed from the Help Center located on the side navigation menu of our web application.
Whenever you encounter any issues while using respond.io, you can click on this button and a pop-up dialog will appear. This dialog allows you to provide essential details about the bug, such as its location, category and description.
To simplify the bug reporting process and reduce the need for manual detail input, we've implemented automatic data capture for essential details such as your workspace ID, email, user ID and more.
Clone Button for Branch Conditions in Workflows
To streamline your Workflow creation, we've added a new "Clone" button for Branch conditions. Now, you can create Workflows even faster by duplicating existing Branch conditions. This enhancement saves you time and effort, giving you more flexibility in building your Workflows.
When you need to delete a Branch that contains a Jump Step, a blinking indicator will precisely point out the Jump Step that is blocking the deletion. With this visual indicator, you can quickly identify any conflict when building your Workflows and take appropriate action to resolve it. Additionally, we've increased the error display time from 5 seconds to 10 seconds.
To enhance transparency and provide valuable insights into your broadcasts, we've made improvements to the Broadcast Details Drawer. Now, you can easily access information about your broadcasts through helpful tooltips. Simply hover over the tooltips to gain information on the type of contacts targeted, broadcast recipients and the total number of broadcast messages.
Finally, we've introduced the "eventType" field in our Webhooks payloads to provide better classification and organization of Webhook data. Learn more about this update here.
And there you have it! That’s all the exciting updates we have for you this time. Stay tuned for more features and improvements that will elevate your experience! For inquiries or assistance, feel free to contact our support team.
Since the release of our new mobile app a few months ago, we've received positive responses and couldn't be more grateful for your support. Building on that success, we've made improvements to enhance your mobile app experience further.
Enhanced Accessibility with Keyboard Shortcuts
Previously, you had to manually tap on the Snippets, Dynamic Variables and Mentions icons to initiate their respective actions. We’ve now introduced intuitive keyboard shortcuts to make accessing them more convenient. Here's how you can use them:
- Harness the power of Snippets with the slash sign (/).
- Activate Dynamic Variables instantly using the dollar sign ($).
- Mention your teammates or manager in the comment section with the at sign (@).
Once you input the shortcut symbols, a list of Snippets, Dynamic Variables and Users will be shown directly above the message composer. This allows you to effortlessly access and utilize them while engaging with customers.
Send Location-based WhatsApp Message Template to Connect with Customers
Following our WhatsApp BSP improvements, you can now share location information with customers using the Location-based Message Template on the respond.io mobile app. Simply select the Location Template from the list of approved Message Templates and enter your location details, including coordinates. It’s as easy as that!
Note that you have to first create a Message Template with a location header and get it approved on the respond.io desktop app or browser. This respond.io feature is supported for the following WhatsApp BSPs: Respond.io, 360dialog and Vonage, as well as WhatsApp Cloud API.
Update your mobile app and unlock a more 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.
Be sure to update your device software to the latest version (Android 10 and above, iOS 16 and above) for an optimal user experience.
The new native Make (formerly Integromat) integration is now available! 🥳 Here’s your ticket to building more comprehensive automation with over 1,300 apps on Make.com and any other app with an open API.
To get the new version of the Make.com integration, go to
Settings > Integrations > Make (formerly Integromat) > Edit.Then, generate an API key and paste it into the Make.com Scenario editor to authenticate your Make.com account with respond.io.
Previously, the Make.com integration with respond.io did not support any triggers. These are the respond.io triggers you can now use:
- New incoming or outgoing message
- Conversation opened or closed
- New contact is added
- Existing contact is updated
- Contact tag is updated
- Contact assignee is updated
- New comment is added for a Contact
These triggers allow for a variety of use cases. For example,
New contact is addedcan be used to upload new respond.io contacts to a CRM. Similarly, you could automatically transfer comments from respond.io to your sales CRM with the trigger
New Comment is added for a Contact.
The previous Make.com integration also had a limited number of actions that could be performed. The new integration supports a host of new actions to choose from, including:
- Find a contact
- Update assignee
- Delete a contact
- Add a comment
- Open or close conversation
- Get all the closing notes
And many more! To explore all the available triggers and actions, check out the respond.io and Make.com integration page here.
To help you get started with popular applications such as HubSpot, Shopify, WooCommerce, and Pipedrive, we have created a list of readymade Make.com and respond.io templates. Here are some examples:
- Send a customer a message via respond.io for new Shopify orders
- Add a tag to a contact if a contact is added to a specified list in HubSpot
- Add a note to the contact in Pipedrive when their respond.io conversation is closed
Existing Make.com Scenarios that currently utilize the previous respond.io app will remain operational until the deprecation date. After that, they will not work.
To avoid any disruption to your workflow, we strongly recommend migrating to the new app
before 3 August 2023by following these instructions.
Since respond.io became a WhatsApp Business Solution Provider, we have prioritized releasing new features that add value to respond.io WhatsApp Business API. This platform release revolves around improving the WhatsApp Message Template functionalities on respond.io, with a few extra surprises thrown in.
What’s New for WhatsApp Message Templates
WhatsApp Message Templates play a pivotal role in business messaging for many of you. Here’s all that’s new for WhatsApp API users on respond.io:
- Location-based Message Template Headers
- Message Template Labels + Label Search Filter
- Auto-sync Message Templates
- Edit and Delete Message Templates
- View Message Template Quality
- Recently Used Template Messages
Location-based Message Template Headers
Some business verticals benefit from sharing locations with customers via WhatsApp. For example, healthcare companies can use it to direct a customer to the nearest center. It is also useful for shipping companies to confirm a delivery location.
Sharing location information with customers is now possible with the introduction of Location-based Template Headers. To create a Message Template with a location, select the Location Header during the Template creation process. After clicking Submit Template, you’ll need to enter the Google Maps coordinates of your desired location.
This respond.io feature is supported for the following WhatsApp BSPs: respond.io, 360dialog and Vonage, as well as WhatsApp Cloud API.
Message Template Labels + Label Search Filter
Previously, you could not label your Message Templates. You can now add one or more labels to new or existing Message Templates for easy categorization.
Similarly, respond.io users could previously only filter Message Templates by status, language and category or search for templates by name via the search bar. With the introduction of labels, you can use the new Template filter next to the search button to find Templates with specific labels.
Auto Sync Message Templates
To update the Message Template status in respond.io, users had to manually synchronize them. This task was at times overlooked, resulting in users having outdated information about the Message Templates status.
This is no longer an issue for respond.io WhatsApp Business API users. Now, it is not required to manually sync Message Templates to get the latest Template status. Instead, Message Templates will be automatically synced and the latest status will be reflected on the platform.
Edit and Delete Message Templates
The inability to edit a Message Template required users to delete the existing template in Meta Business Manager and create a new one from scratch. This not only increased workloads but also hampered the efficiency of Message Template management.
For convenience, you can now delete Message Templates and edit the content of approved, rejected or paused Message Templates on respond.io. Once edited, they can be resubmitted for approval.
These features are only available for respond.io WhatsApp Business API and Cloud API users.
View Message Template Quality
Every Message Template has a quality rating based on usage and customer feedback. Having insight into Message Template quality allows businesses to identify which ones to improve. Plus, businesses can learn about Message Template best practices by analyzing their high-quality Message Templates.
Here’s another convenient change: While in the past businesses needed to visit Meta Business Manager to check Message Template quality, it is now possible to view it on respond.io’s Message Template listing.
Recently Used Message Templates
Although businesses might have a large number of approved Message Templates, they often end up sending a group of selected ones with higher frequency. In the past, respond.io users had to use the search button to find the same Message Template every time they needed it.
To streamline your messaging experience and save you time, we have introduced a list of recently utilized Message Templates within the Messages Modules. By clicking on the Send Message Template button, you now have the option to select from the top 10 recently used Message Templates. This enhancement simplifies your search process and ensures quick access to frequently used templates.
Other Miscellaneous Improvements
That’s not all! There are two new respond.io WhatsApp Business API improvements plus a new update to the Workflows automation builder.
- New WABA Profile Field: About
- WABA Phone Number and Name Auto Sync
- New Workflow Question Type: Location
New WABA Profile Field: About
Respond.io WhatsApp Business API and Cloud API users can now update the About section of their WhatsApp Business Account profile on respond.io. This section should be a clear and concise description of your business. Customers will see the About section under your profile image, phone number and contact buttons.
WABA Phone Number and Name Auto Sync
We have added an improvement to ensure that your Contacts see your most up-to-date WhatsApp phone number and name. Once you update these items in Meta WhatsApp Manager and they are approved, they will automatically sync with respond.io.
New Workflow Question Type: Location
Lastly, Workflows has also received a promising new addition in this platform update.
Locationis a new question type you can choose on the
Ask a QuestionWorkflow Step. With it, businesses can request the customer’s location and save it as a Variable or Contact Field. As mentioned earlier, we are confident this improvement will please e-care, e-commerce and shipping companies among others.
You wanted a better email channel experience, and we delivered. Respond.io is now optimized for email, giving you the same experience of sending emails as your native email channel. Now, you can use email features and formatting to improve email conversations on respond.io. Let's explore the improvements below.
Reply to The Right Email with Accurate Formatting
Previously, achieving the same formatting as native email channels was not possible on respond.io. For instance, emails received on respond.io’s Messaging Console didn't include the email subject, which made it challenging for agents to identify the specific email subject they were replying to.
Additionally, on the customer's side, the replies were not organized in the same thread within their inbox and instead appeared as new emails. With our new improvements, you can:
- See email subjects in your Messaging Console to reply to specific emails.
- Use the Email Composer to compose and format emails according to your preference, just like in your native email channel.
- Ensure your emails retain the formatting you apply, allowing contacts to view them exactly as you intended.
Improve Brand Recognition and Credibility
Before, customers couldn’t instantly recognize emails from your business as the sender’s email address was displayed in the customer’s inbox instead of the sender’s name and organization. This often led to customers doubting the legitimacy of the email, resulting in them ignoring you or marking your emails as spam. To avoid this, you can now:
- Specify the sender’s name and your company name in Settings. This allows customers to immediately identify who the email is from in their inbox and when receiving email notifications.
- Add a custom signature with your company details to enhance brand presence and establish credibility.
Compose and Send Automated Emails with Workflows
Previously, there was no option to include an email subject when sending emails using the Workflows Module. Now that respond.io mirrors your native email channel experience, you can apply similar formatting when automating emails using Workflows. To maintain consistency across all emails sent from respond.io, you can:
- Compose and format your email using the Send a Message Step in the Workflows Module.
- Ensure the sender’s name & email signature are included in all emails sent using Workflows.
Monitor and Manage Emails Effortlessly
With emails neatly organized based on their subject, it becomes effortless for agents, managers and customers to track and manage their emails. Now, you can:
- Copy (CC) or Blind Copy (BCC) stakeholders within the email on an ad hoc basis in the Email Composer. Alternatively, go to settings and apply permanent CC and BCC recipients so these stakeholders receive all emails you send.
- Get a comprehensive view of conversation histories, allowing contacts and agents to easily reference past exchanges.
Are you ready to elevate your email conversation with these remarkable improvements? Experience the benefits firsthand by trying them now! For inquiries or assistance, feel free to contact our support team.