Feature Request

Desired outcome Allow for granular or custom user level access. A user may have the same role, but with different level of permission from other users. Have one access level that is higher than Agent, but lower than Manager, in which they can access Dashboard, Contacts, Messages, Snippets, Settings: Users & Teams (but NOT workflows and most of the settings). Business use case: Some customers are online stores and they have an operation team. The agent will transfer contact to operation team for feedback (write comments to agent) then they will return back to the agent. Some operation teams may give read only mode with reply to contacts, just to search and review history if requested from his manager etc Some agents want to disable voice notes to customers, only to reply in text So if possible to add permissions to each user: Enable/Disable reply to contacts (Read only) Only they will use comments between teams and agents: Enable/Disable Send files Enable/Disable send survey Enable/Disable record voice notes It's an internal process flow between teams, where customer care will assign contact to operation team for feedback. They should document their response as comment and return back to agent to discuss the feedback with contact. The operation team does not have responsibility to answer contact direct, so we need to disable the reply to prevent the human mistakes.

Problem Statement: Currently, our AI features can’t send images or files to customers. This is a major roadblock for both sales and support teams, who often need to share product images, brochures, guides, or troubleshooting documents to give customers the full context or help them solve problems. Without this, customer interactions are less effective and require manual intervention for something as simple as sending a file. Desired Outcome: AI should be able to recognize when an image or file is needed and send the appropriate material automatically, based on the conversation. This would allow customers to get complete answers and resources instantly, boosting satisfaction, speeding up resolutions, and letting teams focus on more complex tasks—without having to jump in just to attach a file.

Business Problem: Many businesses rely on customers initiating conversations with specific keywords—such as from ad campaigns, promotional messages, or opt-out instructions—to trigger automated actions. However, the current system does not support triggering workflows based on keywords or phrases in inbound messages, especially when conversations are already open. This limits the platform’s automation capabilities and creates friction for both the customer and support team. Desired Outcome: Introduce the ability to trigger workflows when inbound messages contain or match specific keywords or phrases—regardless of whether the conversation is new or already open. This feature should support: Exact match, starts with, or contains conditions. Routing to specific workflows, teams, or messages based on detected keywords. Multiple keyword matches per trigger, similar to query logic or filters. Use Cases: A fitness center routes inquiries starting with “pricing” directly to a pricing workflow. A logistics company automates responses to the keyword “track” or “order status.” A broadcast campaign encourages users to reply with “YES” to get a free consultation and triggers a lead capture flow. Businesses comply with WhatsApp’s best practices by allowing “STOP” or “unsubscribe” messages to trigger opt-out automation. Workaround: The only available workaround is using the Branch step in a workflow to filter by incoming message content. This requires the conversation to already be routed to the correct workflow, and it does not work if the conversation is already open. Refer here: https://help.respond.io/l/en/broadcasts/workflow-based-on-broadcast-response Note: This use case could also be addressed by integrating AI Agent, allowing workflows to route based on interpreted user intent - even beyond exact keywords.

Business Problem: The absence of support for advanced marketing templates, such as Carousel, hinders the creation of impactful and personalized campaigns. This limitation may result in reduced user engagement and a missed opportunity to leverage the full potential of marketing efforts. Desired Outcome: Enable support for Carousel templates and provide users with intuitive tools to craft engaging Carousels, allowing for the seamless delivery of multiple messages within a single interaction. Reference: https://developers.facebook.com/docs/whatsapp/business-management-api/message-templates/carousel-templates

The official WhatsApp API currently doesn't support Group Chats. Other platforms supporting WhatsApp Groups use unofficial APIs that often break. We will consider building this feature once it is released officially for WhatsApp API. 🔴 Important Note : This is NOT a limitation on respond.io . This is a limitation set by Facebook's team to all WhatsApp API accounts.

Integrate with KakaoTalk

Desired outcome: It would be nice to have a Shopify app made, so it will update all customer database to the app whenever they reach out via email / Facebook or WhatsApp, it will have all those order numbers shown, like a real CRM tailored for Shopify

Business problem: It takes a very long time to close conversations. Desired outcome: The ability to bulk close conversations.

Business Problem: Businesses face challenges in efficiently handling meeting and appointment scheduling through chat. Key components of the issue include: Allowing contacts to easily schedule meetings or appointments via chat. Providing businesses with tools to manage availability, meeting durations, and other appointment settings. Sending appointment confirmations and reminders via chat to ensure contacts are informed about upcoming meetings. Enabling contacts to reschedule appointments directly through chat when needed. This lack of an integrated solution forces businesses to rely on external tools, leading to inefficiencies and potential friction in the user experience. Desired Outcome: Implement an integrated appointment scheduling feature within the platform. This feature should include: Seamless scheduling of meetings or appointments directly through chat. Customizable business settings for availability, meeting durations, and appointment preferences. Automated confirmation and reminder notifications via chat. Easy rescheduling options for contacts to adjust appointment times when necessary. Use Cases: Customer Support Appointments: Enable customers to book service or support sessions directly during chat interactions. Sales Meetings: Allow prospects to schedule demos or sales calls in real-time through chat. Automated Reminders: Ensure customers receive timely reminders and confirmations to reduce missed appointments. Workaround: Businesses currently use third-party applications like Calendly for appointment scheduling and share booking links with contacts. However, this adds extra steps and disrupts the seamless chat experience.

Business Problem: Right now, Respond AI Agents can't interact with external systems in real time — limiting their ability to trigger workflows, fetch dynamic data, or complete transactions. Without the ability to make HTTP calls, the AI is cut off from countless integrations and use cases that require external API access, forcing handoffs to humans or third-party automations. Desired Outcome: An AI Agent capability to make HTTP requests (GET, POST, PUT, DELETE) to external endpoints. This would allow AI Agents to fetch live data, update CRM records, trigger automations, check order statuses, submit forms, or interact with custom services based on the conversation flow. This unlocks endless possibilities for customization, automation, and AI-driven execution. Use Case (All Lifecycle Phases) * Capture : Call a lead enrichment API to personalize outreach. * Convert : Check shipping costs or create orders via third-party services. * Retain : Fetch ticket status or update records in real-time. With HTTP support, Respond AI transforms from a chat assistant into an action engine — fully capable of reading, writing, and reacting across your ecosystem in real time ⚙️🌐🚀