Feature Request

With this, the broadcast can know if send a template or regular msg, useful to saving money

Send information about the agent, features, and how it can help the customer.

We need to add new types of input options: Multiple choice, not just a single selection. A text area similar to text but allowing more lines, useful for adding a summary of the work and tracking. The ability to upload a file or video for quicker reference.

Business Problem Many respond.io users require a straightforward way to access their CRM data within our platform to improve response times and customer interaction quality. Without integration, users must switch between systems, leading to inefficiencies and potential data inconsistencies. Platform Problem Currently, respond.io does not offer a direct integration with Airtable CRM that allows for pulling and displaying essential contact information within the user interface. Desired Outcome Core/Simple CRM Integration: Establish a foundational integration with Airtable to pull and display contact data directly in respond.io . This basic integration should include: Displaying contact names, phone numbers, email addresses, and customer lifecycle stages within respond.io . Allowing users to view recent contact interactions and notes from Airtable without leaving the respond.io interface.

Business Problem: Currently, the contact payload does not include a "last updated time" field, making it difficult to track when a contact’s details were last modified. Without this timestamp, users and systems cannot efficiently monitor or trigger actions based on recent updates, leading to potential data inconsistencies and missed automation opportunities. Desired Outcome: Introduce a last_updated field in the contact payload that records the most recent modification timestamp. This field should update whenever any contact information (e.g., name, custom fields, tags) is changed, ensuring accurate tracking and automation capabilities. Use Cases Workflow Automation: Trigger actions based on recent contact updates (e.g., follow-up messages, CRM updates). Record Auditing: Improve data integrity by providing a clear history of when a contact's information was last modified.

Business Problem: Currently, when customers send audio messages, these messages do not trigger the webhook under the New Incoming Message event. This creates a gap in data collection and disrupts automated workflows, particularly for businesses that rely on personalized communication via audio. Desired Outcome: Enable webhooks to trigger for audio messages under the New Incoming Message event, ensuring that all media types (including audio) are captured and processed.

Business Problem: Currently, mobile notifications are uniform across all workspaces, meaning users receive the same alerts regardless of their level of engagement in a particular workspace. This lack of customization creates challenges for agents who are actively handling conversations in one workspace while only monitoring activity in another. Without control over notifications per workspace, agents may receive unnecessary alerts, leading to notification fatigue or missed important updates. Desired Outcome: Allow users to customize mobile notifications per workspace, enabling them to: Enable notifications for workspaces where they are actively handling conversations. Disable or adjust notifications for workspaces where they are only monitoring staff or activity. Set different alert preferences based on workspace roles or responsibilities.

Business Problem: Currently, there is no easy way to visualize or navigate contacts that are connected to the one being viewed. This makes it difficult to quickly identify and access related contacts, such as those from the same company or those involved in the same projects or support cases. Desired Outcome: Introduce a Contact Tree feature that displays a list of related contacts when viewing a specific contact. This list should include links to their respective contact cards, making it easier to navigate between connected contacts. Workaround: Use Tags to manually group related contacts, though this requires maintaining consistent tagging across contacts. If using a CRM, leverage its relationship mapping feature and sync contact connections by storing related contact details in custom fields within respond.io .

Business Problem: Currently, agents must switch between multiple applications to access relevant customer data, such as documents, tasks, and CRM details. This fragmentation reduces efficiency and increases response time. A native integration that embeds third-party apps directly into the client chat window would provide a more streamlined experience, enabling agents to access key customer insights without leaving the chat. Desired Outcome: Enable the ability to embed third-party applications using iFrames within the client chat window. This feature would allow agents to have an aggregated view of customer-related information from external platforms without switching contexts. Use Cases: Notion/ClickUp Docs: Display customer-related documents and notes if internal comments are not improved. ClickUp Tasks: View and track task statuses associated with specific customers. Custom CRM: Show profile and other relevant CRM data for a customer. Custom Document Management System: Display documents linked to the customer for quick reference during conversations. Workaround: Agents currently have to manually navigate to external applications to retrieve necessary data

I'm currently developing something on Monday to help me better manage the leads and I need to receive the lifecycle status, so, I'd like to be able to get this value on Zapier. Thanks