Feature Request

Business Problem Currently, respond.io supports calls accross channel like WhatsApp Meesener (Beta), Telneyx (soon), but there is only one default ringtone available for all. Desired Outcome: Enable the ability to upload custom audio files and offer a wider selection of ringtones for better customization.

Business problem: As a business user, I want to set business hours for receiving WhatsApp calls directly from the platform, so that I can manage availability without switching tools. Desired outcome: Configure WhatsApp call availability from one interface Reduce dependency on external settings Improve operational efficiency Use Cases: Limit incoming calls outside of business hours Align call settings with agent scheduling tools The current workaround: Can be configured on Meta Business Profile

Business Problem: Currently, the AI Prompt translation feature in respond.io only supports Simplified Chinese, which does not meet the needs of users and businesses communicating with audiences in Hong Kong, where Traditional Chinese is the standard. This limitation affects communication accuracy, cultural relevance, and customer experience for businesses operating in or targeting the Hong Kong market. Desired Outcome: Add support for Traditional Chinese (Hong Kong) in the AI Prompt translation feature to allow: Accurate and localized translations for messages intended for Hong Kong audiences Better alignment with regional language preferences Enhanced professionalism and cultural sensitivity in communication

Business problem: As a customer using Respond.io to manage Facebook Messenger conversations, I want messages marked as read on Respond.io to also be marked as read in Meta Business Suite, so that I can avoid inaccurate unread message notifications and maintain reporting accuracy in Meta Business Insights. Desired outcome: Messages marked as read in Respond.io sync as read in Meta Accurate message read status across both platforms Reliable reporting in Meta Business Insights Use Cases: Prevent team confusion caused by unread flags in Meta Maintain accurate engagement metrics in Meta reporting The current workaround: N/A

Instead of offering a menu to the user, use natural questions to collect user answers and if the answer cannot be answered by the knowledge base, interpret the intention with AI and forward it to the correct service sector.

Business Problem: Currently, respond.io automatically logs out users every 31 days when the session token expires—across both web and mobile apps. This logout happens silently, without any prior warning or notification. As a result, users unknowingly stop receiving notifications and messages, which can lead to missed customer interactions, delayed responses, and internal confusion. Often, the only indication that a user has been logged out is when colleagues reach out via other channels asking why they haven’t replied. Desired Outcome: Improve the session management behavior to avoid silent disruptions. Two possible solutions: Best-case scenario: Remove the session token expiration altogether (similar to persistent login in most business messaging platforms) Minimum improvement: Send an in-app, email, or push notification informing the user their session will expire soon Notify users immediately when they are logged out, so they can log back in and restore service Use Cases: ✅ Ensure agents remain online and responsive without being unexpectedly logged out ✅ Avoid missed chats due to silent logout ✅ Provide better session transparency and control for both users and admins Current Limitation: There is no way for users to know they’ve been logged out until they miss messages and are informed by others—often after delays have occurred.

Business Problem: Currently, the onboarding module can only be dismissed after all steps are completed. However, not all users need or want to go through the full onboarding process—especially returning users, experienced team members, or those already familiar with the platform. This creates frustration and unnecessary screen clutter, as users have no way to hide the module unless they complete it in full. Desired Outcome: Provide an option to dismiss or hide the onboarding module at any time, without requiring full completion. Ideally, this would: Let users dismiss permanently or temporarily Offer the option to re-enable it later via settings if needed

Business Problem: Currently, customers have no way to track or verify how many CAPI (Conversions API) signals are being sent to Meta from the platform. Moreover, there is no visibility into which individual contacts these signals are associated with. This lack of transparency makes it difficult for customers to reconcile performance data and understand signal effectiveness within Meta Business Manager. Desired Outcome: This enhancement will empower customers to better monitor their data sharing with Meta, validate conversions, and align insights with metrics available in Meta Business Manager. The total number of CAPI signals sent. A breakdown of signals by individual contacts (e.g., contact ID or name). Status indicators showing whether each signal was successfully delivered.

Business Problem: Currently, respond.io uses the "$" symbol as the default shortkey to trigger variables. However, for teams—especially in sales environments—this causes friction because the dollar sign ("$") is frequently used for quoting prices in USD. As a result, the variable trigger often interrupts the natural flow of conversation when agents are simply trying to type out price information. Desired Outcome: Allow users to customize the shortkey for Variables (e.g., change it from "$" to another character like "{", "#", or "%") to avoid conflicts with regular message content. Customization could be workspace-wide or user-specific Improve typing experience for teams using currency symbols frequently