Feature Request

Business Problem: Businesses that primarily use the WhatsApp Business App face limitations when trying to scale their customer interactions. Currently, they cannot connect their WhatsApp Business App to our platform and utilize our advanced features while retaining their WhatsApp Business App and phone number. This restriction hinders their ability to efficiently manage and scale customer communications, impacting overall customer service and engagement. Desired Outcome: Enable businesses to use the WhatsApp Business App and access Cloud API solutions concurrently. This co-existence would allow businesses to leverage Cloud API-enabled tools to connect with their customers at scale, while still maintaining the continuity of their WhatsApp Business App and phone number. This dual capability would enhance their operational efficiency and customer service capabilities.

Business Problem: The platform currently lacks the ability to trigger workflows based on keywords or phrases within contact messages, limiting automation capabilities. Desired Outcome: Enable triggers to start workflows based on the contact's messages containing specific keywords or phrases, ensuring it also applies to open conversations. Use Cases: Keyword/Phrase-Based Triggers: Enable workflows to be triggered based on specific keywords or phrases in messages, such as automatically sending predefined responses based on certain keywords. Workaround: Filter by incoming message using the Branch step. https://help.respond.io/l/en/broadcasts/workflow-based-on-broadcast-response

Business problem: Currently, when a contact has multiple profiles connected to the same messaging channel (e.g., two WhatsApp numbers), sending messages via the Developer API always defaults to the oldest connected profile. This limits flexibility and creates operational inefficiencies. Desired Outcome: Ability to Specify the Desired Contact Channel: Allow users to explicitly define which Contact Channel the message should be sent to via Developer API. Workaround: Manually remove the outdated contact channel in the contact module

Business Problem: Currently, when a 6-digit OTP code is sent to a WhatsApp Business API number for verification purposes, it appears as an unsupported payload on the platform. This prevents businesses from receiving and processing OTP codes, limiting their ability to authenticate users via WhatsApp. At present, Meta does not support receiving OTP incoming messages via webhooks, creating a challenge for businesses that rely on WhatsApp for verification processes. Reference here: https://developers.facebook.com/docs/whatsapp/cloud-api/reference/messages/ Desired Outcome: Enable the ability to receive and process OTP code messages sent to WhatsApp Business API numbers via webhooks.

Business Problem: As a manager, I want call transcription capabilities, so that I can have accurate, searchable records of conversations for reference and training purposes. Desired Outcome: Real-time transcription during calls. Accurate, formatted transcripts available immediately after calls. Use Cases: Record keeping for client interactions. Generating transcript archives for team collaboration. The Current Workaround: N/A

I would like to be able to delete or edit a message that I sent by mistake on the Messages module, and for it to also be removed for edited rom the recipient's device. 🔴 Important Note: This is NOT a limitation on respond.io . This is a limitation set by Facebook's team to all WhatsApp API accounts.

Business problem: As a manager, I want to restrict call capabilities for agents and align incoming call menu visibility with agent user restrictions so that I can ensure compliance and improve call handling efficiency. Desired outcome: Ability to configure call permissions per agent role Incoming call menu visibility aligns with agent restrictions Improved control over call-handling capabilities Use Cases: Managers restrict outbound calls for certain agents Agents only see call options relevant to their permissions The current workaround: N/A

Enable to receive inbound calls on the respond.io platform.

Business problem: As a user, I want to record and playback calls so that I can review important details and ensure compliance with communication standards. Desired outcome: Ability to record calls directly within the platform. Accessible playback of recorded calls in a user-friendly interface. Secure storage and retrieval of call recordings. Use Cases: Reviewing agents performance during calls Verifying commitments or agreements made during calls. The current workaround: N/A

I would want to have a click-to-call feature to make a voice call directly on respond.io platform (e.g. using SIP)