Feature Request

I would like to be able to delete or edit a message that I sent by mistake on the Messages module, and for it to also be removed for edited rom the recipient's device. 🔴 Important Note: This is NOT a limitation on respond.io . This is a limitation set by Facebook's team to all WhatsApp API accounts.

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.

Business problem: If I connect my WhatsApp Business App to respond.io , I want to enable WhatsApp calling within the platform, so that my team can handle calls without switching apps and maintain full visibility over communication. Desired outcome: Enable calling for WhatsApp Business App on respond.io Support Respond.io calling features for WhatsApp Business App channels. Use Cases: Support agents taking calls directly from platform using WhatsApp Business App Companies wanting to log calls made via WhatsApp Business App The current workaround: This feature is only available on the native WhatsApp Business App and not on respond.io due to Meta limitation

Business Problem: The platform currently lacks the ability to trigger workflows based on keywords or phrases within contact messages, limiting automation capabilities. Desired Outcome: Enable triggers to start workflows based on the contact's messages containing specific keywords or phrases, ensuring it also applies to open conversations. Use Cases: Keyword/Phrase-Based Triggers: Enable workflows to be triggered based on specific keywords or phrases in messages, such as automatically sending predefined responses based on certain keywords. Workaround: Filter by incoming message using the Branch step. https://help.respond.io/l/en/broadcasts/workflow-based-on-broadcast-response

Business Problem: Currently, users can only be assigned to one team within a single space on respond.io . This limitation restricts flexibility for users who need to participate in multiple teams, such as Customer Support and Sales, but not Management. Desired Outcome: Allow users to belong to multiple teams within a single space on respond.io . For example, a user could simultaneously be part of both the Customer Support and Sales teams while not being assigned to the Management team, enabling better collaboration and access to relevant resources.

Business problem: Currently, AI Agent does not have the capability to process images from messages. This feature would help platform users handle objective queries where the contact sends an image, AI Agent will not be able to process it answer based on the image that the contact is enquiring about. Desired outcome: Allow AI to process images based on the image from messages. Specific use cases: Identify brands of items of the image and provide a response on said brand / product Identify issues from images and provide a response based on knowledge sources (i.e. image of a malfunctioning device of a specific brand) Process an image of a form, receipt, etc Use case (Capture, Convert, Retain): This feature spans multiple phases: Capture: Visually engage users early in the journey—think visual search or product discovery via images. Convert: Streamline image-based product matching and upselling in chat. Retain: Use visual input to reduce back-and-forth and solve problems faster.

Business problem: As an agent on the go, I want to handle support Channel calls such as WhatsApp, Messenger, etc. directly from the mobile app, so that I can provide seamless customer service without being tied to a desktop. Desired outcome: Allow agents to initiate and receive calls via the mobile app. Use Cases: Agents resolving customer issues while traveling. Field agents managing customer calls during site visits. The current workaround: N/A

Business Problem: Currently, the “Conversation Opened” trigger is the only option available for setting up automations like Out of Office replies. This makes it impossible to trigger auto-responses (e.g., during weekends or holidays) for incoming messages in already open conversations, potentially leading to delays in setting expectations with clients. Desired Outcome: Introduce a “Inbound Message Received” trigger, which would allow workflows to: Send automated responses to new messages, even if the conversation is already open Set up proper Out of Office messages, weekend replies, or routing workflows Workaround: Agents would need to manually close all conversations at the end of each business day, ensuring that any new inbound message triggers the “Conversation Opened” workflow.

Business problem: As a customer service agent using Respond, I want to automatically see the contact's name when they message via Messenger / Instagram / WhatsApp Business App, so that I can avoid asking for it again and create the Contact and address the Contact accurately Desired outcome: Auto-populate contact name from Meta Reduce manual contact data entry Improve customer experience and personalization Use Cases: Avoid toggling between Meta Inbox and Respond Avoid asking Contact for their name The current workaround: Manually ask for the name or check Meta Inbox and update manually Important note footer: This is a limitation from Meta due to policy. We are working with Meta closely to help address this issue. Refer to the official documentation here .

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.