We’re excited to announce that the respond.io platform is now available in these new languages:

You can easily switch your platform language to any of these languages by going to New users can select their preferred language on the sign-up page before creating a respond.io account.

Similar to our Arabic language release earlier this year, choosing Hebrew as your platform language will switch all platform interfaces to a Right-to-Left (RTL) view. This provides a more personalized and familiar view for Hebrew-speaking users.

For this release, the language change is limited to platform use and won’t apply to emails and video subtitles yet. If you want to see these added soon, post a feature request here.

We’ve redesigned the Contact Drawer to optimize your view and increase efficiency in accessing a Contact’s information. Here’s a rundown of the changes. 🎉

Originally, Contact Details, Activity and Channels were displayed as tabs within a permanent panel. The tabs are now repositioned in a persistent vertical sidebar to the right of the Messages Module for easier navigation. Clicking on any of the tabs will open the Contact Drawer for a wider display of the relevant contact information.

Merge Suggestions was previously positioned at the bottom of the Channels section. There were no details provided about the Contact(s) with overlapping identifiers that prompted the merge suggestion.

For improved Contact management, Merge Suggestions now has its own tab in the Vertical Sidebar. When clicked on, it provides key information like overlapping identifiers about potential duplicate Contacts. This allows you to compare the details at a glance and decide if the merge suggestion is valid.

Previously, if you have numerous Contact Fields, you would have had to scroll all the way to the bottom of the Contact Details panel to view the Tags. This has been updated as a persistent section in the Contact Drawer so it will be pinned in position and is therefore always visible for easy reference.

The new Contact Drawer is collapsible! Hover over the drawer and click on the arrow button to collapse it. This will expand the Messaging Console and allow you to focus on conversations.

To reopen the Contact Drawer, simply click on any of the tabs in the Vertical Sidebar.

You can now customize your Contact Details view by reconfiguring the order and adjusting the visibility of the Contact Fields. This tailors the Contact Details to your specific use so the most relevant information is easily accessible and all secondary information or noise is concealed.

In Settings > Workspace Settings > Contact Fields, click the Customize View button. Now you can reorder the fields or edit their visibility.

To reorder the fields in the Contact Details Drawer, drag and move them in the dialog to your desired order. Click the Save button when you’re done. The new arrangement will be reflected in the Contact Details Drawer for all Workspace Users immediately.

To display only relevant Contact Fields, you can manage the visibility of individual fields.

There are 3 options for Contact Fields visibility:

Once the changes are saved, the new visibility configuration will be reflected in the Contact Details Drawer for all Workspace users.

To view all hidden Contact Fields, click on the Show all fields toggle in the drawer. You can hide them again by clicking on the Hide fields toggle.

You can show a Contact Field’s description in a tooltip in the Contact Details Drawer. This will provide users such as new agents information on the use and intended value types for this field.

To create a description tooltip, go to Settings > Workspace Settings > Contact Fields and add a description to the relevant field. Click Update when done. The description tooltip will be shown in the Contact Details Drawer for all Workspace Users immediately.

Salam.

We're excited to announce that the respond.io platform is now available in Arabic! You can switch your platform language to Arabic by going to . 🇸🇦

This will also switch all the interfaces on the platform to a Right-to-Left (RTL) view, ensuring a more personalized view for our Arabic-speaking users. 😉

Similar to all other languages we have released this year, switching to Arabic will ensure all platform-related emails such as Monthly Active Contact (MAC) limit alerts and email invitations to new Workspace users will be in Arabic.

New Users can select their preferred language on the sign-up page before creating an account.

Falamos Português! 🎉

Portuguese is now available on respond.io. You can switch your platform language to Portuguese by going to . 🇵🇹

We’ll be launching more new languages in the coming months, so look out for our updates. Have a preferred language you’d like to see on the platform? Vote for it here and we just might add it. 😉

We have made significant upgrades to our security infrastructure, including improving password requirements. Existing users will need to follow these new requirements when they request a password change.

We now have a fallback display for unsupported message types on the platform. Previously, certain message types such as Contact Cards and Stickers would not be displayed at all so you wouldn’t know if a Contact had messaged you.

Now, these messages will be shown as a fallback display with access to the JSON payload. This will let you see the message type and, if you can understand JSON, interpret the message.

💪

Committed to providing bite-size progress every week 🍪, this week we have released another valuable improvement!

Navigate to Workspace Settings > Data Export and start trying out the new Data Export Option: Failed Messages! You can now export data filtered to only messages that have failed to be sent to Contacts with their respective error messages in CSV.

This includes Contacts that failed to receive your Broadcast messages. Start analyzing those failed Broadcasts and take action, pronto. 🧐

PS: Data Export is an exclusive feature for the Enterprise plan. Contact us now to gain access to this feature!

A new branch condition and several Workflows variables have been added to enable more sophisticated automation and cater to a broader range of business use cases.

The new branch condition scans for keywords in your most recent inbound message. Contacts who use these keywords can then be entered into specific Workflow journeys. In short, you can design Workflows that pick up on predefined intent and automate an appropriate journey for these customers.

Two new Workflow variables related to Incoming Messages are now available: and .

The former captures the opening message of an inbound conversation for use as a variable. Meanwhile, the latter takes the last incoming message from a Contact as a variable. You can use these variables within the Workflow or send the content of these messages to your CRM via HTTP Request.

We also added two Workflow variables based on the Channel ID of incoming messages. The variable saves the Channel ID of the channel that opened a conversation. The variable notes a Contact’s last interacted channel. This is useful for updating a Contact’s preferred or most recent Channel in your CRM via HTTP Request.

The variable within the Close Conversation Trigger notes the timestamp of the last conversation assignment. A possible use case is to isolate the amount of time an agent took to resolve a conversation that had been escalated to them without adding the attempted resolution time by the original assignee.

While the metrics in the Reports Module give you overall resolution time, this offers more granular detail on agent performance. Send this data to Google Sheets for tracking or reporting.

Some use cases may require complex Workflows with multiple branches to validate a range of conditions. To cater to these circumstances, we’ve increased the number of Branches you can add in a Branch Step from 4 to 9.

You can now use Workflow variables in addition to dynamic variables like Contact ID and name as response options for Multiple Choice Questions in the Ask a Question Step. Just type the $ sign to open a list of variables you can select from.

Do note that the Multiple Choice response field has a character limit of 20 characters. If the variable contains more than 20 characters, it will be truncated on the contact’s side.

Now, you can mention or tag the current Assignee of the conversation in the Add Comment Step by typing @assignee. The assignee will be notified when the comment is sent.

Our new API is finally in public beta! 🎉 You wanted a more comprehensive API to build robust integrations, so we are pleased to announce the next generation of respond.io’s API.

To use the new version of API, go to to generate a new access token and authenticate your API request.

The new API is built using REST conventions and designed to have a predictable URL structure that complies with the latest OpenAPI specification. It uses many standard HTTP features, including methods (, , , ) and error response codes. All the API calls are made under https://api.respond.io/v2 and all responses return standard JSON.

With the previous API iteration, you needed a specific access token for each Channel and the Contact IDs of contacts on that channel.

The new API works on a Workspace level, rather than on a Channel level. This means you only need a single access token for all actions within the same Workspace, such as messaging Contacts on different Channels. You can also use any of the identifiers — Contact ID, phone number and email address — to update a Contact’s details or send them a message.

We now cover all use cases! With the new API, you can:

You may refer to our API documentation here to explore all the available endpoints with the respective API responses.

Legacy API users fret not, you can still use our legacy endpoints as they are still stable and supported until further notice.

The new API version is only available for users and above.

That’s all folks!

We’ve enhanced the way you build automation with improvements to the Workflows Module. 🥳 Creating the automation you need is now faster and easier than ever. Let’s go through the new features and changes.

No more staring at a blank canvas trying to build a Workflow from scratch. In the Workflows Module, open the dropdown next to the button and select .

Pick a template that best matches your business use case. Some templates comprise ready-made Workflows that can be used instantly while others might require minor configurations.

New templates will be added over time to address more use cases.

We know how tedious it can be to recreate the same Workflow in another Workspace or even in different Organizations you have on respond.io.

This will no longer be the case.🎉 Now, you can export and import Workflows for use in any of your Workspaces with ease.

On a similar note as above, Step duplication is now possible.💪 Hover over a Step you’d like to duplicate and click on the Copy icon. Then click on the node you’d like to paste the Step in and select Paste.

Do note that duplicating a Branch Step will duplicate the Branch conditions, but not the Steps beneath it.

Tired of reconfiguring a complex Step from scratch if you’ve accidentally deleted it? We hear you.

Look out for the new Undo and Redo functions on the left of the Workflow builder canvas. The Undo function will undo the last Branch condition you configured, Step you added or an accidental deletion. To reverse an undone action, simply click Redo.

Previously, a Branch with Steps beneath it could not be moved. We’ve improved this so you can now move a Branch Step, as well as all its attached Steps.

Our original Branch Step did not allow Branch sequences to be adjusted after configuration. If the branches had been arranged in the wrong priority, you would have to delete all the Branches within the Step and start again to configure the sequence correctly.

Now, you can simply drag the Branch up or down in the configuration drawer to reorder the sequence.

To make Branch management even easier, you can also rename Branches for the first time.

Similar to the original limitations in the Branch Step, creating a Shortcut Form used to be a chore as the Form’s Fields could not be rearranged in sequence.

This is no longer the case. Just drag the Fields up and down in the configuration drawer to arrange them in your desired sequence.

WhatsApp Cloud API is now available as a channel on respond.io. 🙌🏻 

Instead of going through a Business Service Provider (BSP), Cloud API lets you create a WhatsApp API account directly with Meta. It is hosted by Meta’s servers in the cloud and allows you to scale your business messaging without the costs associated with BSPs or hosting your own servers.

The functionalities supported for this channel include:

Learn more about WhatsApp Cloud API and how to sign up for an account here.

Hola a todos! Backed by popular demand, the respond.io platform is now available in Spanish. Users can switch to Spanish now by going to Settings > Personal Settings > Profile > Language. 🇪🇸

Language localization extends to platform-related emails, such as Contact or MAC limit alerts and payment pending notifications.

Newly invited Users will receive their invitation email based on the preferred language of the inviter. New Users can select their preferred language before creating an account by clicking on the top-right dropdown at the sign-up page.

Localizing the platform in Spanish means we can now work on doing the same for other languages! So start 🏁 upvoting or add your preferred language here as we will prioritize this according to demand in upcoming releases.

Gracias por todo!