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: 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 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 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: 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

Business Problem: Currently, the HubSpot integration with respond.io only supports the Contact object, limiting the ability to track and manage sales opportunities. Businesses using HubSpot Deals to monitor their sales pipeline lack visibility within respond.io , leading to fragmented sales data, as deal-related insights are only available in HubSpot. Desired Outcome: Support for HubSpot Deals Object: Enable users to sync, view, and update HubSpot Deals within respond.io . Use Cases: Sales Follow-Ups: A sales rep chatting with a prospect on WhatsApp can instantly check their associated deal and update the deal stage in respond.io .

Business Problem: Currently, if a contact exists in respond.io but not in HubSpot, there is no automated mechanism to create the new contact in HubSpot. This results in fragmented customer data, manual duplication efforts, and the risk of misalignment between platforms. Desired Outcome: Automated One-Way Sync: When a contact is found on respond.io but not HubSpot, the system should automatically create a corresponding contact in the missing platform. Real-Time Data Alignment: Ensure that both platforms remain continuously and accurately synchronized, providing teams with up-to-date contact records wherever they work. Use Cases: Unified Sales & Support Operations: A business interacts with a new customer on WhatsApp, Messenger, or Instagram via respond.io . If the contact doesn’t exist in HubSpot, it is automatically created for sales follow-ups. Current Workaround: At present, you must rely on third-party integration platforms like Zapier or Make.com to detect when a contact exists in one system but not the other and then create it accordingly.

Business Problem: Currently, the Salesforce integration with respond.io only supports the Contact object, which limits functionality for businesses that primarily manage their sales pipeline using Leads. This causes: Data fragmentation, as sales teams cannot access lead information directly from respond.io . Desired Outcome: Support for Salesforce Lead Object: Enable users to view Salesforce Leads in respond.io , just like Contacts. Use Cases: Allow users to view the contact's Salesforce Lead details within respond.io Current Workaround: At present, users must manually convert Salesforce Leads into Contacts before they can be accessed in respond.io .