Feature Request

Business Problem: When a business connects their WhatsApp Business App (WABA) to the WhatsApp Cloud API, existing conversations are not imported into the new environment. This creates a disjointed experience for users who expect to see their past chats, leading to confusion, loss of context, and operational inefficiencies for support and sales teams. Desired Outcome: Allow import of existing conversation history from the WhatsApp Business App when transitioning to the Cloud API, allowing users to continue conversations seamlessly without losing prior message context.

Business Problem Currently, AI Agent cannot add tags to Contacts. This limits how businesses organize and categorize their Contacts. Desired Outcome Enable the AI Agent to automatically add tags to Contacts so businesses can: Categorize Contacts based on intent, behavior, or context Keep Contacts organized with consistent tagging

Business Problem: As a support manager, I want the AI Agent to automatically answer inbound calls when no human agents are available, so that customers are not left unattended and basic queries or routing can still be handled. Desired Outcome: Automatically answer calls using AI Agent. Handle greetings, simple FAQs, or triage before escalating to human agents. Reduce the number of missed calls, especially after-hours or during high-traffic periods. Use Cases: Handling calls during non-business hours. Letting AI Agent triage or collect intent before routing. Providing basic info (e.g. store hours, order status) through AI without human involvement. Current Workaround: N/A - Calls are either missed or must be handled by available agents manually.

Business Problem: Right now, Respond AI Agents can't interact with external systems in real time — limiting their ability to trigger workflows, fetch dynamic data, or complete transactions. Without the ability to make HTTP calls, the AI is cut off from countless integrations and use cases that require external API access, forcing handoffs to humans or third-party automations. Desired Outcome: An AI Agent capability to make HTTP requests (GET, POST, PUT, DELETE) to external endpoints. This would allow AI Agents to fetch live data, check product availability, update CRM records, trigger automations, check order statuses, submit forms, or interact with custom services based on the conversation flow. This unlocks endless possibilities for customization, automation, and AI-driven execution. Use Case (All Lifecycle Phases) * Capture : Call a lead enrichment API to personalize outreach. * Convert : Check shipping costs or create orders via third-party services. * Retain : Fetch ticket status or update records in real-time. With HTTP support, Respond AI transforms from a chat assistant into an action engine — fully capable of reading, writing, and reacting across your ecosystem in real time ⚙️🌐🚀

Business Problem: Agents may accidentally create duplicate contacts when adding new entries under time pressure. Even if a contact already exists (same phone number), the system currently allows it to be added again, leading to duplicate records, confusion, and data inconsistency. Desired Outcome: When an agent attempts to create a contact using a phone number that already exists in the workspace, the system should: Detect the duplicate automatically. Display a clear error or warning message indicating that the contact already exists. Prevent the creation of duplicate contact records.

Business Problem: Respond.io currently lacks a native ticketing system with first-class support for tickets as structured, long-lived entities. While conversations exist, there is no concept of a ticket with a unique ID, defined ownership, lifecycle states, or structured data attached to it. This creates major limitations for teams that operate beyond basic chat use cases, including: Lack of clear accountability and ownership Difficulty tracking and auditing issues over time Limited ability for AI agents to manage long-running issues Gaps in operational reporting and quality control Challenges scaling real support, operations, or sales workflows Without tickets, AI Agents cannot reliably manage reassignment, escalation, follow-ups, or resolution tracking across longer timeframes. Desired Outcome: Introduce a native, AI-ready ticketing system that can be used and managed by both AI Agents and human agents. Key capabilities should include: Unique ticket IDs Clear ownership and assignment Standard lifecycle states (e.g. Open, In Progress, Resolved, Closed) Structured data attached to each ticket Ability for tickets to be created, updated, assigned, escalated, and closed by both AI and human agents Seamless integration with existing conversations, workflows, and reporting

Business Problem Right now, AI Agent keeps up to 20 messages as context—even after a conversation has been closed. This can lead to responses feel outdated, irrelevant, or overly influenced by past conversations the user didn’t intent the AI to recall. For example, a Contact previously asked about refund. When they return later to ask about pricing, AI Agent references refund-related context, causing confusion and irrelevant responses. Desired Outcome Provide an option that allows users to disable historical context. When enabled, AI Agent should only reference the messages in the current conversation, ensuring responses stay fresh, relevant, and scoped to the active interaction.

Problem Statement: Currently, our AI features can’t send images or files to customers. This is a major roadblock for both sales and support teams, who often need to share product images, brochures, guides, or troubleshooting documents to give customers the full context or help them solve problems. Without this, customer interactions are less effective and require manual intervention for something as simple as sending a file. Desired Outcome: AI should be able to recognize when an image or file is needed and send the appropriate material automatically, based on the conversation. This would allow customers to get complete answers and resources instantly, boosting satisfaction, speeding up resolutions, and letting teams focus on more complex tasks—without having to jump in just to attach a file.

Similar to how a personal Telegram or Whatsapp account, it will be great if we can have a section (e.g. in the contact details drawer) to see all the files that we have received from the Contact.

Sometimes I want to mark messages as unread so I can get back to it later.