Feature Request

Business Problem: As a manager, I want call transcription capabilities, so that I can have accurate, searchable records of conversations for reference and training purposes. Desired Outcome: Real-time transcription during calls. Accurate, formatted transcripts available immediately after calls. Use Cases: Record keeping for client interactions. Generating transcript archives for team collaboration. The Current Workaround: N/A

Business Problem Businesses are seeking to proactively engage with users by initiating conversations through Instagram Direct Messages (DMs) whenever users comment on their Instagram posts. Desired Outcome The goal is to channel commentators towards DMs for further engagement, by implementing two key features: Instagram Private Replies: This feature would enable businesses to respond to comments on their posts with a private message sent through Instagram Direct. Automatic DMs for Commenters: This would automatically send a Direct Message to users who comment on posts, facilitating immediate and personalized engagement.

Business problem: As a user, I want to record and playback calls so that I can review important details and ensure compliance with communication standards. Desired outcome: Ability to record calls directly within the platform. Accessible playback of recorded calls in a user-friendly interface. Secure storage and retrieval of call recordings. Use Cases: Reviewing agents performance during calls Verifying commitments or agreements made during calls. The current workaround: N/A

Business Problem: As a respond.io user, I want to browse and select pre-approved WhatsApp Message Templates from Meta’s Template Library, so that I can quickly use ready-made templates without needing to create or submit my own. Desired Outcome: Enable users to access Meta’s pre-approved WhatsApp Template Library within respond.io . Allow users to search, preview, and select templates from the library before sending. Reduce the need for businesses to manually create and submit their own templates, saving time and effort. Use Cases: A small business owner quickly selecting a WhatsApp template from Meta’s library to send a payment reminder without needing to create a new template. A support agent using a pre-approved customer service template to respond faster without waiting for template approval. Current Workaround: Users must manually create and submit new templates for approval before using them.

When migrating from the WhatsApp Business App to the WhatsApp API, it would be ideal to import existing conversations, allowing users to continue seamlessly without starting from scratch.

Business problem: As a user, I want IVR and call queuing capabilities for calls so that I can efficiently manage and direct incoming customer inquiries, reducing wait times and improving customer satisfaction. Desired outcome: Interactive Voice Response (IVR) for automated call routing. Call queuing system with customizable hold messages. Reporting on call queue metrics. Use Cases: Directing customers to the appropriate department automatically. Managing high call volumes effectively. The current workaround: N/A

Business Problem: Teams cannot easily identify patterns, bottlenecks, or high-performing stages, limiting their ability to optimize the customer journey. The absence of advanced tools like a Sankey diagrams or conversion matrices means businesses struggle to gain a comprehensive view of lifecycle dynamics, impacting their ability to improve conversion rates and reduce drop-offs. Desired Outcome: Introduce advanced lifecycle analysis reports with the following features: Sankey Diagrams: Visualize customer flow across lifecycle stages and highlight where drop-offs occur or identify stages with the highest retention. Conversion Matrix Table: Display stage-to-stage transition rates in a matrix format that provide clear metrics on movement between specific stages (e.g., Lead → Opportunity → Customer). These reports can include metrics such as: Stage Conversion Rates: How effectively contacts move between stages. Drop-Off Rates: The percentage of contacts lost at each stage. Average Time Spent per Stage: Insights into delays in the pipeline. Stage Re-Entry Rates: Track customers who re-enter a previous stage. Lifecycle Trend Analysis: Track historical lifecycle data to identify seasonal trends or long-term changes in customer behavior.

Business Problem: As a first-point-of-contact agent, I want call transfer capabilities, so that I can quickly route calls to the appropriate team or individual, ensuring efficient handling of customer inquiries. Desired Outcome: Ability to transfer live calls seamlessly to another agent or department. Use Cases: Transferring a client to a sales representative for advanced queries. Transferring support calls to specialized teams during escalation. The Current Workaround: N/A

It helps the agents automatically close the conversation after 30 minutes duration. It enables the agent to save extra time a lot.

Business Problem: Currently, contact information between respond.io and HubSpot does not sync bidirectionally. Changes made in one platform do not automatically reflect in the other, leading to: Data inconsistency, where outdated or mismatched contact details exist across platforms Desired Outcome: Configurable Contact Sync: Allow users to define how contact data syncs between respond.io and HubSpot: One-way sync (HubSpot → respond.io ): Changes made in HubSpot are reflected in respond.io One-way sync ( respond.io → HubSpot): Updates in respond.io are pushed to HubSpot Two-way sync: Changes made in either system update the other automatically. Use Cases: Seamless Updates: A sales rep updates a contact's lead status in HubSpot, and the change is instantly reflected in respond.io . Current Workaround: At present, users must: Manually update contact details in both respond.io and HubSpot. Use third-party automation tools like Zapier or Make.com to sync