Feature Request

Business Problem: Currently, there is no native action step in respond.io workflows that can directly interact with HubSpot. Users need a streamlined way to push updates, create records, or log activities in HubSpot as part of their automated workflows. Desired Outcome: Direct HubSpot Action: Introduce new Workflow Steps (actions )in respond.io that allows users to interact directly with HubSpot objects within the respond.io workflow builder. Flexible HubSpot Actions: Support essential HubSpot operations, such as creating or updating contacts, adding notes or activities, logging conversation histories and etc. Use Cases: Lead Generation: When a prospect reaches out on WhatsApp or Facebook Messenger, a respond.io workflow could automatically create or update a corresponding HubSpot contact record and log the initial conversation as an activity—streamlining the lead qualification process. Sales Nurturing: If a contact expresses interest in a product, the workflow can instantly update their lifecycle stage in HubSpot and add a note summarizing the conversation, enabling the sales team to follow up with relevant information and timely proposals. Current Workaround: Users currently rely on third-party integration platforms like Zapier or Make.com to bridge the gap between respond.io and HubSpot.

Business Problem: When an integration built on the Developer API triggers a mention or internal comment (e.g. "(API) you mentioned you in a comment"), it always displays the generic label "API." Workspaces running multiple API-based integrations can't tell which one triggered the action, and can't present a more customer/team-friendly name. Desired Outcome: Allow Owners/Managers to set a custom display name per access token (e.g. "Order Bot," "CRM Sync"), so mentions and comments triggered via that token show the custom name instead of the generic "API" label.

Having a timeout timer for channels having a limited messaging window will provide better insight for users. It functions as an alert to users on how much time left before the messaging window expired. See drafted concept attached:

Business Problem: As a business relying on agent availability for conversation routing, I want agents to remain Online when they are actually working and have respond.io open, even if they are not actively clicking in the platform Currently, agents may be marked Offline when respond.io is open but inactive, minimised, or running in the background. This can cause routing to skip available agents, leading to delayed or missed assignments This is especially painful for teams that keep respond.io open while working across multiple tabs, tools, or windows- Desired Outcome: Improve Online/Offline status detection so users generally remain Online as long as respond.io is open and connected Users should only be marked Offline when the connection is lost and the configured inactivity timeout passes, such as when: The respond.io tab or browser is closed The device goes to sleep or shuts down The internet connection is lost Use Cases: Agents stay available for routing while respond.io is open in another tab or background window Teams avoid missed assignments caused by agents being incorrectly marked Offline Managers get a more accurate view of who is actually available to handle conversations Current Workaround: Increase the workspace inactivity timeout where possible Ask agents to keep respond.io active or periodically interact with the platform Manually monitor agent availability during busy periods

Business Problem: Currently, users cannot dynamically use contact's HubSpot fields when composing messages, setting up automations, or creating templates. This limits personalization and requires manual workarounds like copying/pasting data or duplicating workflows. Desired Outcome: Enable users to reference HubSpot fields as dynamic variables using a consistent syntax (e.g., $ hubspot.email , $ hubspot.deal _stage). These values should auto-populate based on the HubSpot data linked to the contact.

A game changer is being able to use Claude as a conversation auditor, to constantly improve the prompt and not every time I “enter the AI agents” section. It's the thing that moves the most, Claude, having the full context of my business. I can constantly improve the prompt used in Respond, check my calendar, orders, and so on. It's having a live report, very useful.

Business Problem: When the other party reacts to a message on Respond.io , there is no indication on the user's end. This lack of visibility can lead to misunderstandings, as users may assume the customer did not acknowledge the message. Desired Outcome: Reactions Display: Implement a feature to display reactions to messages within the Respond.io platform. Use Case: Ensuring that users can see when a customer reacts to a message, such as a thumbs-up, helps in understanding that the message has been acknowledged and avoids miscommunication. Current Workaround: There is no current workaround, leading to potential communication gaps and assumptions that the message was not acknowledged.

Business problem: As a user, I want incoming calls to be routed efficiently based on agent availability so that calls don’t go unanswered or get stuck with unavailable agents. Currently, when a contact is unassigned, the call rings everyone. When it’s assigned to an offline agent, it just rings endlessly - resulting in missed calls and poor customer experience. Desired outcome: Support round-robin routing for incoming calls (e.g. ring available agent for 20s → move to next if unanswered) Introduce a dedicated Call Availability Status (Available / In Call / Busy / Offline) separate from chat availability Routing should respect this call status - only agents marked “ Available for Calls ” should be included Add fallback logic (e.g. route to backup group, AI agent, or voicemail) if no one is available Use cases: A sales team wants incoming calls distributed evenly across available agents so leads aren’t missed when one agent is busy or offline A support team needs call routing that automatically skips unavailable or offline agents to reduce wait time for customers A manager wants agents to appear “available for calls” even if their chat status is busy, so both workloads can be managed independently Current workaround: Not available - current routing either rings all agents or gets stuck with an unavailable one

Desired outcome Have a direct integration with Google Calendar for appointment management: Scheduling, inquiries, modifications, and cancellations. It would be ideal for AI Agent to be able to collect the info and perform the action directly with the calendar.

Business Problem: When a business connects their WhatsApp Business App (WABA) to the WhatsApp Cloud API, existing conversations are not imported into the new environment. This creates a disjointed experience for users who expect to see their past chats, leading to confusion, loss of context, and operational inefficiencies for support and sales teams. Desired Outcome: Allow import of existing conversation history from the WhatsApp Business App when transitioning to the Cloud API, allowing users to continue conversations seamlessly without losing prior message context.