Feature Request

Business Problem: When AI auto-generates a conversation summary upon closing, there is no way to configure how that summary is produced. The language of the summary defaults to English regardless of the language the conversation was conducted in, and there is no option to choose the type of summary output — for example, a bullet-point breakdown, a brief one-liner, or a structured recap with key fields like issue, resolution, and next steps. This limits the usefulness of AI-generated summaries for multilingual teams and businesses with different reporting or handoff needs. Desired Outcome: To be able to configure the language and format/type of auto-generated conversation summaries at the workspace level.

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: Custom Inboxes and Lifecycle stage folders currently show only the total count of open conversations next to the folder name. There is no visibility into how many of those conversations are still awaiting a response. The Unreplied toggle can filter within a folder to surface those conversations, but it doesn't show a count at the folder level — so teams have to click into each folder and toggle the filter to gauge their unreplied backlog. For high-volume teams, this makes it hard to spot which queues need attention without navigating folder by folder. Desired Outcome: Display both a total conversation count and a pending (unreplied) count next to each folder name in the inbox sidebar. For example: 100 / 90 — where 100 is the total number of conversations in the folder, and 90 is the number still waiting for a response. This should apply to Custom Inboxes and Lifecycle stage folders. A dual-count display at the folder level would let teams monitor workload distribution, spot response backlogs at a glance, and prioritize queue management without navigating into each folder individually.

Business Problem: The custom channel contactId (Custom ID) is currently capped at 50 characters. WhatsApp is moving from phone numbers to BSUIDs (Business Solution User IDs), which can exceed 50 characters. Customers who need to keep agent calls running through both WhatsApp and direct Twilio lines simultaneously cannot migrate their WhatsApp number directly into respond.io , and must instead pass the WhatsApp BSUID as the contactId. The 50-character limit makes this impossible and blocks preparation for the BSUID rollout. Desired Outcome: Raise the contactId character limit to at least 150 characters, aligning with the maximum identifier length used by Twilio and WhatsApp. Use Case: During the WhatsApp BSUID transition, WhatsApp and direct Twilio call lines run in parallel. To route and identify contacts correctly across both, each contact's WhatsApp BSUID is passed into respond.io as the custom channel contactId. A 150-character limit allows the BSUID to fit, enabling the migration to complete without disrupting live agent operations.

Business Problem: Telegram introduced Business Mode for bots in 2024 (Bot API 7.2), which allows bots to receive and reply to messages sent directly to a business's personal Telegram account — without customers needing to find or message a separate bot account. Currently, respond.io only supports bots created via BotFather using the standard Bot API. With Business Mode support, businesses would appear as themselves in conversations rather than as a bot identity, reducing the friction customers face when trying to locate and save bot accounts as contacts. Use Case: A business managing customer conversations on Telegram receives frequent complaints from clients who struggle to find the bot account and are put off when they realise they are not messaging the company directly. Because bot accounts cannot be saved to a contact list, the discovery friction alone causes drop-off. Expected Outcome: Support for Telegram Business Mode connections in respond.io , so messages sent to a business's personal Telegram account can be received and managed within the platform

Business Problem: Many e-commerce teams in Poland and the wider CEE region run their store operations through BaseLinker, which consolidates orders from marketplaces (Allegro, eBay, Amazon, Shopify, WooCommerce, etc.) into one order management layer. When a customer messages on respond.io about an order, agents have no order context inside the conversation — they have to switch to BaseLinker, look up the order by customer name or order number, and copy details back to respond.io . This slows down replies and increases the chance of mistakes when handling delivery, refunds, or status questions. Desired Outcome: Add a native BaseLinker integration so agents and AI Agents can see and act on BaseLinker order data from inside respond.io conversations. At minimum: look up a contact's recent orders, view order status and tracking, and trigger basic actions (mark fulfilled, cancel, refund) without leaving respond.io . Use Cases: A support agent answering a "where is my order?" message can see the order status and tracking link without switching tools. An AI Agent can answer order-status questions automatically by calling BaseLinker via the integration. A sales agent following up after a checkout can see the order total and items to personalize the message. Current Workaround: Today teams either keep BaseLinker open in a second tab and copy details manually, or build a custom integration using respond.io 's Workflow HTTP Request step against BaseLinker's API (requires Advanced plan + technical setup). There is no native option.

Business Problem: When a contact replies to a WhatsApp interactive message, such as a Quick Reply, list option, or CTA button, the AI Agent only receives the selected text, e.g. “Yes” or “Tell me more.” It does not see the original template body or message context, so it may not understand what the contact is responding to and could generate an inaccurate reply. Desired Outcome: Make the template content available to the AI Agent as context when a contact responds via a Quick Reply/interactive button. When a contact taps a button, the AI Agent should be able to "see" both the button selected and the template message that prompted it, so it can generate context-aware, accurate responses.

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.

Desired outcome Have a direct integration with Google Calendar for appointment management: Scheduling, inquiries, modifications, and cancellations. It would be ideal for AI Agent to be able to collect the info and perform the action directly with the calendar.