Calls: Enhance Call Notifications
in progress
J Álvarez
Business Problem:
Currently, the call notifications in respond.io are too discreet, causing many calls to be missed and not followed up—especially in busy environments. Without more noticeable notifications, agents may not realize a call is coming in or calls that are missed, leading to missed opportunities, delayed responses, and poor customer experience.
Use Case
- Users are immediately aware of incoming calls.
- Users are clearly notified when a call is missed and require follow-up.
Desired Outcome:
Enhance call notifications to ensure incoming and missed calls are highly noticeable by:
- Triggering more prominent visual and audible alerts for the assigned agent.
- If no assignee exists, alerting all available agents so the call can be picked up.
- Ensuring missed calls are promptly followed up through prominent call notifications.
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Nabilah Binti Salleh
updated the status to
in progress
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Sara Dias
Any updates regarding this topic? We have lost a very large number of calls since the notification of them in the app is too discreet and does not allow continuous ringing.
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Nabilah Binti Salleh
Sara Dias: Hi Sara, thank you for sharing this. We'll look into this, and you'll be notified here as soon as there's an update. Thanks for your patience and support!
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Alyaa See
Merged in a post:
Notification of missed calls on the panel
Edufrainer Tovar
Hello, I would like to request an improvement in the panel related to calls.
Currently, when an agent fails to answer a call, we don't see a clear alert or notification that that call was missed. This makes it difficult to follow up and can cause care opportunities to be missed.
The improvement we suggest is that the panel shows a visible notification or alert when a call is not answered, so that the team can follow it up quickly. And if not just for some daily metrics, this would not be optimal
Thank you for considering this request.
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Niels Haverkate
We are currently fighting with the same problem, which is why we are fighting to have all calls appear just as normal calls on our PBX system (3cx). This should however not be necessary, if Agents were to notice the calls.
A notice after a call may be helpful, but doesn't resolve the problem of missed calls. Calls are still missed and if Respond.io is not your main communications channel still get missed.
This still results in annoyed clients who's pressing issues don't get resolved and seeds distrust.
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Alyaa See
Hi Niels Haverkate, thanks for sharing this context — especially the 3CX workaround your team is considering.
We understand the concern that missed call notifications after the fact may not fully solve the issue if agents don’t notice incoming calls in time. We appreciate your patience and have noted this feedback as part of the request.
We’ll keep you updated if there’s any progress on improving call notifications.
Laura Morales
Hello, it would also be useful to consider that there is the possibility of scheduling actions related to events in the call.
Example:
- Use missed callevents as a Trigger in Workflows
- Auto-assign missed calls to a user/team of users automatically (or by Workflows)
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Alyaa See
Hi Laura Morales
We’ve actually just released a
Call Ended
trigger in Workflows, so users can now automate follow-up actions after a call ends for both incoming and outgoing calls.Learn more here
Guillaume Dugat
Indeed, this is really an issue and make the call feature just useless unfortunately as there is no way for an agent to see that there is an incoming call.
Any timeline for this?
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Nabilah Binti Salleh
Guillaume Dugat: Hi! Thank you for sharing your thoughts here.
We understand how missed or subtle call notifications can be frustrating, especially in busy environments. We don’t have a timeline to share right now, but the feedback is noted and shared with the team.
We’ll post an update here if there’s any progress.
Admin Swim Masters
yes please help to enable this as our company is being reported by meta for violations because of missed calls
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Nabilah Binti Salleh
Hi J Álvarez, thank you for your feedback! We understand how important it is to avoid missed calls, and we agree that making incoming call alerts more noticeable could really improve the experience.
Our team will be looking into this, and if you have any additional details or suggestions, feel free to share—we’d love to hear more!