Feature Request

Business Problem: The business sends specific WhatsApp message templates via API when events occur in their CRM, while agents also send templates during regular conversations. They've noticed a decline in conversion rate and want to determine whether specific templates are contributing to it — but today's Messages Report has no way to isolate delivery metrics (Sent, Delivered, Read, Failed) for a single template. Desired Outcome: Add "Outgoing Message Sub-Type / Message Template Name" as a filter option in the Messages Report (under + Add Filter), so businesses can view Sent, Delivered, Read, and Failed metrics for one specific WhatsApp message template at a time, instead of only for all templates combined. Use case: A business suspects one or two specific templates (e.g., an order-confirmation template sent via API) have unusually low Read or high Failed rates compared to others, and wants to isolate that template's performance to confirm before making changes. Current workaround: Filter the Messages Report by Message Type (Message Template). Export every page of the outgoing messages list report (current limit 100 per page). Merge all exported files into a single CSV. Manually filter the data by Message Template Name to perform the validation.

Business Problem There is currently no direct way to copy a file's hosted URL from within respond.io . The only workaround is to send the file in a conversation, open it in a new browser tab, and then manually copy the URL from the address bar — a tedious and unintuitive flow. Desired Outcome Add a "Copy File URL" shortcut (e.g. a copy icon or right-click context menu) in the Files Library (Workspace Settings → Data Settings → Files), so users can grab the direct URL of any uploaded file in one click.

Business Problem: User automatically sends outgoing messages via API from their CRM. They need to obtain a delivery report for outgoing messages, including the Sent, Delivered, and Read timestamps for a specific message source (e.g., Sent via API). However, the report only displays 100 records per page, making it difficult to review and compare all messages, including the Sub-type column, in a single view. As a workaround, business export each page separately and manually combine the data into one file. The existing Data Export feature is not suitable because it does not include message delivery analytics (Sent, Delivered, and Read timestamps). Desired Outcome: The business wants the ability to view and export all outgoing message reports in a single page, including Sent, Delivered, and Read timestamps, to efficiently validate and reconcile their messaging data.

Business Problem: Currently, the AI Agent will wait for 1 second before starting generate a response when it detects an incoming user message. If a new message arrives while it’s preparing a reply, the generation process is aborted—this can avoid. Desired Outcome: Allow users to configure the waiting time before the AI Agents starts generating a response. This way, teams can adjust the delay to better match their chat patterns, reducing unnecessary interruptions and improving the overall conversation flow.

Business Problem Files shared through respond.io are accessible via direct URL indefinitely. For some organizations in regulated industries, files remaining accessible long after a conversation ends may not meet their compliance requirements. Current behavior File URLs do not expire Files cannot be discovered by iteration — direct URL must already be known Proposed feature Organization or Workspace level setting allowing Admins/Owners to configure a URL expiration window (e.g. 24h, 7 days, 30 days), after which the attachment URL returns access denied. Trade-off Recipients who don't download within the active window lose access permanently.

Business Problem There is no native time-based trigger in respond.io that fires based on inactivity in an open conversation. Teams cannot automatically detect when a contact has gone quiet mid-conversation, or when an agent has not replied to a contact within a defined period — and take action on it. Desired Outcome A native Workflow Trigger that fires when no message has been sent within a configurable time window (X minutes/hours) on an open conversation, with the ability to specify the direction: Contact inactivity — time since last incoming message (contact hasn't replied) Agent inactivity — time since last outgoing message (agent/AI hasn't replied) Use Cases When a contact goes quiet mid-conversation, there is no native way to trigger a follow-up. Agent follow-up accountability: A team receiving 30–40 new leads daily cannot manually check each conversation to see if agents have replied. An inactivity trigger would alert or reassign automatically when an agent hasn't responded within X hours High volume support: Teams want to automatically send a holding message when no agent has replied within 30 minutes, before the contact loses patience

Business Problem: Agencies and advanced users increasingly use AI assistants (Claude, Claude Code, ChatGPT, Cursor) to build, configure, and maintain customer workspaces. Today this creates two distinct blockers: For everything the REST API covers (contacts, messages, custom fields, broadcasts), users must write custom scripts every time instead of asking the assistant directly. For everything the API does not cover (Workflows, AI Agents, Snippets, channel configuration), the work is 100% manual in the UI — no AI assistance, auditing, or automation is possible at all. For agencies managing dozens of client workspaces, this multiplies onboarding time and increases configuration errors. Desired Outcome: An official respond.io MCP (Model Context Protocol) server that allows any compatible AI assistant to connect via a standard connector and execute actions in natural language without writing code. Contact management: Search, update, tag, and move contacts across lifecycle stages via natural language. Messaging and broadcasts: Send broadcasts to tagged segments, read and summarize unanswered conversations. Snippets: Create, list, and detect duplicate or outdated snippets programmatically. Audit and diagnosis (stretch goal): Read and inspect Workflow and AI Agent configurations to assist with setup, auditing, and cross-workspace comparison. Minimum actions the MCP should expose: Read / create / update contacts, custom fields, tags, and lifecycle stages Send individual messages and broadcasts Read conversation history and internal comments Programmatically create, list, and edit Snippets (Stretch goal) Read and inspect Workflow and AI Agent configuration for auditing and setup assistance

Problem Statement There is currently no way to see which workflows are using a specific AI Agent. This makes it difficult to assess the impact of changes, troubleshoot issues, or safely update or remove an AI Agent. Use Cases * View all workflows associated with an AI Agent. * Understand the impact before modifying or deleting an AI Agent. * Quickly identify workflows during troubleshooting. Proposed Solution Add a "Used in Workflows" section on the AI Agent page that displays: * Number of associated workflows. * List of workflow names. * Direct links to each workflow. Benefits * Improves visibility into AI Agent usage. * Simplifies troubleshooting and maintenance. * Reduces the risk of unintended workflow disruptions.

Business Problem: The current role-based permissions structure (Agent, Manager, Admin) does not provide enough flexibility for organizations with complex operational workflows. Many businesses — especially those with multiple internal departments — require fine-grained control over what each user can view, edit, or do inside the platform. This leads to risks such as accidental customer replies, unauthorized data edits, or exposing sensitive information to users who should not have access. Desired Outcome Introduce a granular permission system that allows workspace admins to customize access levels per user or per role. This should include the ability to enable or disable specific actions, modules, or permissions, such as: Access to Dashboard, Contacts, Messages, Snippets, Users & Teams (but not Workflows or advanced settings) Read-only access to conversations Restricting ability to reply to contacts Restricting ability to send files, surveys, or voice notes Allowing comments only for inter-team collaboration Use Cases Multi-Team Operational Workflows Some customers (e.g., online stores) have an operations team that reviews cases internally. The desired flow: Customer care assigns a contact to the operations team Operations team reviews history Leaves internal comments Contact is returned to the agent However: The operations team should not reply directly to the customer Replies must be text-only for some agents Operations team should have limited permissions (no surveys, no attachments, no voice notes) Restricting Access to Sensitive Contact Fields Currently, contact fields marked as hidden are only collapsed behind a dropdown — but are still accessible and editable. Organizations need stronger control over field visibility to protect internal or confidential data. View-only fields: Users (at least agents) should be able to see certain fields but not edit them. Fully hidden fields: Some fields should be completely invisible to certain roles (not displayed anywhere in the interface). This is important for companies storing sensitive customer data (financial info, internal IDs, CRM-synced fields, etc.), where only a subset of users should have access or edit rights.

Business Problem Teams analyzing lifecycle conversion alongside campaign or channel performance have no way to identify the specific contacts. When a filter like an ad campaign is applied, users can only see totals — not which individuals actually converted — forcing manual reconciliation across multiple exports. Desired Outcome Allow users to filter from any lifecycle stage in the Lifecycle report to see the list of contacts currently in that stage, including: Contact ID / Name Current Lifecycle stage (Optional) Date entered stage Impact Remove the need to cross-reference multiple reports to identify contacts by stage. Give teams full visibility into the contacts driving their lifecycle metrics.