Feature Request

Business problem: Allowing agents to reassign tickets to others enables them to pass responsibilities, potentially leading to tickets not being handled efficiently and requiring managers to constantly monitor the platform to ensure proper ticket management. Desired outcome: Implement a restriction that prevents agents from reassigning tickets to other agents. Ensure that once a ticket is assigned to an agent, it remains with that agent until resolved or escalated by a manager. Provide managers with the ability to monitor and manage ticket assignments without the need for constant oversight. Use case: Enhancing accountability among agents by ensuring they handle their assigned tickets personally and improving the efficiency of ticket resolution.

Our agents work with several tabs open at the same time, one per conversation, so they can move between contacts quickly. Because the tabs fall out of sync, an agent either acts on outdated information or has to refresh constantly. In practice this creates a real risk of two replies going to the same contact, or of an agent not seeing that a reply has already been sent from another tab. Request Could conversation state be pushed to all open sessions in real time, or at minimum revalidated automatically when a tab regains focus? A refetch on the visibilitychange event would already resolve most of it, even without full multi-session push. Question Is the current behaviour expected, or is the socket connection dropped for background tabs and not re-established on focus? If there is a supported way to keep multiple tabs in sync today, we would be glad to hear it. Environment: Chrome (current stable), Windows 11, multiple tabs on the same workspace and user account.

Business Problem: The Unreplied filter in Inbox currently only surfaces conversations where the most recent item is an incoming message from the Contact. Missed inbound calls — where a contact tried to reach the business but nobody picked up — are not treated as "unreplied" interactions. This means missed calls don't appear in the Unreplied view, and agents have no standard way to see which contacts attempted to call and were never followed up with. A missed call is arguably the strongest intent signal a contact can send — they wanted a real-time conversation. Yet it's the one inbound interaction that gets zero visibility in the agent's priority queue. Desired Outcome: Treat missed inbound calls the same way incoming messages are treated for the purpose of the Unreplied filter. If a contact calls and the call is missed (unanswered, timed out, or dropped), the conversation should surface in the Unreplied view until an agent responds — whether by calling back, sending a message, or closing the conversation.

The official WhatsApp API currently doesn't support Group Chats. Other platforms supporting WhatsApp Groups use unofficial APIs that often break. We will consider building this feature once it is released officially for WhatsApp API. 🔴 Important Note : As of February 2026, Meta has released native Group Chat support through WhatsApp cloud API. However, there's significant restrictions at this time: The Groups API is now available to all businesses with an Official Business Account (OBA). It is not available for Coexistence users yet Because of this, once Meta expands eligibility and releases full documentation for all account types, we can consider to move forward. This is NOT a limitation on respond.io . This is a limitation set by Meta's team to all WhatsApp API accounts.

Platform Problem: The notification panel currently only has All, New, and Archived tabs. Mention notifications are mixed in with every other notification type — broadcasts, exports, WABA alerts, SSO/2FA notices, etc. — so users have no quick way to isolate just the comments where they were tagged, especially on high-volume or multi-workspace accounts. Desired Outcome: Add a Mentions tab alongside All and Archived that shows only comment-mention notifications. Current Workaround: None. Users manually scan the All tab for mention-type notifications.

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 Meta's team to all WhatsApp API accounts.

Business Problem: Customers who edit WhatsApp message templates directly on Meta's page (rather than in Respond.io ) must manually sync each affected channel in Respond.io before the changes take effect. For customers managing multiple WhatsApp channels, this becomes a repetitive, time-consuming, and error-prone manual process. There is currently no way to sync templates across multiple channels at once, forcing users to repeat the same manual step per channel every time a template is updated on Meta. Desired Outcome: Automatically detect and sync template changes made on Meta without requiring a manual "Sync Templates" action. Support bulk/auto-sync across all WhatsApp channels in a workspace, rather than one channel at a time. Notify the user when a sync has occurred (or if a sync fails), so they know templates are up to date without checking manually.

Business Problem: Data Export today works at the account level and returns a CSV that splits messages into separate "incoming" and "outgoing" columns, breaking the chronological order of the conversation. Exports are also paginated at 100 messages, and media files aren't linked. There is no way for an authorised user to pull the complete, readable history of a single contact from the conversation view. Teams that need a full record of one contact — for internal investigations, judicial or audit evidence, quality reviews, or customer history checks — have to export a much larger dataset, manually reorder it, and retrieve media separately. One institutional customer needed a single contact's history for a court case and spent hours stitching CSV exports together, with real risk of human error. Desired Outcome: Allow Owners and Managers (users with Data Export permission) to export the full conversation history of an individual contact as a PDF, directly from the conversation.

Business Problem: Sending a WhatsApp template currently requires scrolling through the entire approved-template list every time. For teams with a large library spanning multiple languages and service lines, finding the right template is slow, and there's no way for an agent to mark the ones they use most. Our sales team runs high WhatsApp volume across several languages and service lines, and template selection is one of the biggest time sinks in their daily flow. Desired Outcome: Let agents favorite (star) or pin templates so they surface in a dedicated "Favorites" section, or at the top of the template picker. This should be per-agent, since different agents rely on different templates. Use case: A sales agent handling a specific language and service line pins their 5-10 go-to templates so they no longer need to scroll the full list on every send. Impact: Faster template selection improves first-response time and reduces the risk of sending the wrong template.

Platform limitation: Currently, a monthly invoice for WhatsApp fee usage is generated at the start of each month and is accessible via Usage History. However, for individual WABA balance top-up transactions, only a receipt is generated — not a formal invoice. Desired Outcome: It would be highly beneficial if users were able to access the invoice for every top up transaction that they make.