Feature Request

Business Problem There are businesses that are using customer built CRMs, niche CRMs, CRMs that don't have native integration with respond io or email platforms like outlook. A very common interaction that employees is to find the contact in respond io then review the conversation, chat with the customer or call the customer. Doing this manually is time consuming and difficult, while building a custom integration would involve developers and management approval. Proposed Solution A Chrome Extension or similar that would be able to provide a shortcut for a user in another platform or on the web to get to the contact in respond io. Hubspot Chrome Extension is an example of this: https://chromewebstore.google.com/detail/hubspot-sales/oiiaigjnkhngdbnoookogelabohpglmd?hl=en

Business Problem: Currently, agent availability must be managed manually, which makes it difficult to plan ahead for shift coverage—especially for businesses that operate 24/7 or have rotating schedules. This results in missed handovers, delayed responses, and inefficient workload distribution. Desired Outcome: Enable a built-in calendar or scheduling feature that allows admins or managers to define agents’ availability in advance (weekly or monthly). Based on the schedule, the platform should automatically: Mark agents as available/unavailable. Trigger relevant automation (e.g. shift-based routing or task reassignment). Use Cases: Customer support teams with rotating shifts (e.g. morning, evening, overnight). Service businesses operating in multiple time zones. Automatically adjust assignment logic based on agent availability without manual intervention.

Business Problem: Currently, when signing in on the mobile app with Two-Factor Authentication (2FA) enabled, users are sometimes prompted to enter their 2FA code even if their email or password is incorrect. This can cause confusion and lead users to believe their credentials were accepted when they were not. Desired Outcome: Update the mobile login flow so that if the email or password entered is incorrect, an error message (e.g., "Invalid email or password") is shown before prompting for the 2FA code. This would prevent unnecessary steps and reduce confusion during login attempts.

Business Problem: With the new AI Summary feature, agents can generate conversation summaries automatically, which can also be set as a required step when closing a chat. However, since the field remains editable, there is a risk of agents altering the AI-generated summary, compromising the accuracy and auditability of the data. Desired Outcome: Make the AI-generated summary field non-editable to preserve its integrity. This ensures: The summary remains a true reflection of the conversation. Agents cannot tamper with or manually change the content. Consistency and objectivity in closing summaries for audit and reporting purposes. Use Case: Teams that rely on the AI summary for review, quality assurance, or compliance will benefit from a consistent and untampered source of truth when chats are closed.

Business problem: Plato is a popular CRM among clinics. As a clinic owner, I want to have all my patient information and contact information synced with Respond to organize and track conversations and send follow-ups or reminders when needed. Desired outcome: Seamless integration between Plato and respond.io . Real-time tracking of conversations and maintaining patient information in both platforms. Use Cases: Automatically send reminders or follow ups to patients through Respond based on the dates set up in Plato. The current workaround: Zapier/Make

Business Problem: As a sales agent using Respond, I want to see the correct contact name when a Contact is created via an echo message (a message sent from the WhatsApp Business App), so I don’t have to rely on the generic name. Currently, contacts created this way display a generic name instead of the actual contact’s name, making it harder to engage personally and efficiently. Desired Outcome: Auto-create the contact with the actual name when the contact is created via an outgoing message from the WhatsApp Business App Current Workaround: Manually ask the customer for their name or check WhatsApp Business App, then update the contact info manually. Important Note: This is a known limitation due to Meta’s platform policy. We are actively working with Meta to explore solutions and will update this request if the policy changes or alternatives become available.

Business Problem: When emails sent through respond.io are viewed in Microsoft Outlook, they often appear cut off or incomplete toward the end of the message. This issue is caused by Outlook’s unique HTML rendering engine, which interprets standard HTML differently compared to other email clients. Desired Outcome: Enhance email formatting compatibility so that messages display fully and consistently in Microsoft Outlook, maintaining the intended design and content without being truncated or broken.

Business Problem: Currently, contact profile pictures use random colors by default, making it difficult for agents to visually differentiate contacts at a glance. For organizations managing multiple contact types—such as parents, students, and tutors—this creates confusion, especially during busy chat sessions. Desired Outcome: Provide a way to manage contact visuals more effectively, either by: Allowing a field on each contact to define a custom profile icon color programmatically (e.g., by tag, type, or custom field), or Allowing the upload of a small profile picture per contact type. Use Cases: ✅ Agents can immediately identify if they’re chatting with a parent, student, or tutor by color or picture ✅ Simplifies busy chat queues by offering instant visual cues ✅ Supports organizations that manage multiple user groups within the same workspace

Business Problem For certain businesses FAQs are best answered by sharing an image along with the text.