Feature Request

Business problem: With the introduction of Lifecycles in respond.io , we now have the ability to track customer progression throughout their journey, from lead to paying customer. However, while this feature provides valuable insights into customer movement, there is currently no reporting module that measures how these lifecycle transitions for customers. The absence of such metrics limits our ability to fully understand and optimize the customer journey. Current reports do not cover any lifecycle-related data, which creates a gap in tracking the effectiveness of these movements. Desired outcome: To better optimize the customer journey, we need a reporting module that can provide insights into key lifecycle metrics. These reports will enable us to analyze the customer journey, identify bottlenecks, and improve internal processes for faster, more efficient customer conversions. The reporting module should include metrics such as: Customer Conversion Rate: Tracking how effectively leads are being converted into paying customers. Customer Drop-Off Rate: Measuring the percentage of customers lost at various stages of the lifecycle. Time to First Purchase: Analyzing how long it takes for leads to convert into paying customers. Response Time per Lifecycle Stage: Understanding how quickly we engage with customers at each stage of their journey. These insights will empower teams to make data-driven decisions and optimize the customer journey for better conversion rates and customer retention.

Business problem: As a channel manager, I want an auto alert feature to let me know my channel token has expired so that I can refresh the token and minimize operational disruption. Desired outcome: Automatic notification upon token expiration Seamless token refresh process Use Cases: Alert channel managers before token expiration to prevent service interruptions Provide a direct link or method for quick token refresh The current workaround: Manual checking of the channels

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.

Currently our assignment logic only allows Contacts to be assigned to Users, an entire Team/group can't be the assignee. You can still carry out automatic assignment among teams, but the Contact will ultimately be assigned to one specific User of a Team, not to the Team itself. Feel free to read more about our automatic assignment to teams here: https://respond.io/blog/auto-assignment-automatic-assignment-respondio If you need for a contact to be assigned to the Team. Where the Team itself is the assignee of the Contact, please let us know by commenting in this thread.

Currently, we can insert steps at any point easily. However, we can't delete the step easily as sometimes it will cause all the steps below it to be deleted.

Enable to receive inbound calls on the respond.io platform.

Business problem: When there are too many messages coming in, sometimes it's difficult to find out if the team is responding to the conversations. There might be a risk if a message goes unreplied. Desired outcome: It would be good if we can filter out conversations that we haven't replied to.

Business problem: Ineffective tracking of conversations initiated by website visitors through ad traffic and non direct click to chat ads Desired outcome: Develop a solution that enables companies to effectively monitor and track conversations that originate from website traffic due to advertisements. Use Cases: Performance Analytics: Companies can analyze the effectiveness of their ads strategy by measuring conversation through messaging. Content and Product Insights: By analyzing conversations, businesses can gain valuable insights into customer preferences, pain points, and product interests The current workaround: Utilize link-shortening tools like Switchy: This workaround offers basic tracking functionalities, allowing businesses to monitor link clicks and analyze traffic. However, it lacks comprehensive conversation tracking features and the ability to integrate UTM parameters for deeper insights.

Business Problem: Currently, there is no native option to trigger respond.io actions (e.g. sending messages) directly from within HubSpot Workflows. This limitation forces teams to rely on external integration platforms or manual steps to initiate conversations or actions in respond.io , complicating their automation ecosystem and increasing the risk of delays or data inconsistencies. Desired Outcome: Native respond.io Workflow Action: Introduce a dedicated respond.io action type in HubSpot Workflows. This allows HubSpot users to seamlessly initiate respond.io actions—such as sending a WhatsApp message, assign the contact and etc. Unified Automation Ecosystem: Enable users to maintain a single automated workflow environment, eliminating the need for third-party connectors or manual updates. This ensures consistent data handling, reduces complexity, and streamlines cross-platform communication. Use Cases: Sales Handoffs: When a HubSpot contact reaches a new lifecycle stage (e.g., from Lead to MQL), a HubSpot Workflow could automatically trigger a personalized WhatsApp or SMS message via respond.io . This ensures timely engagement without manually switching tools or exporting contact data. Event & Campaign Triggers: Suppose a contact registers for a webinar or completes a form. HubSpot Workflows can immediately prompt respond.io to send a confirmation message or provide next steps, ensuring immediate, automated customer communication. Current Workaround: Users must rely on third-party integration tools (like Zapier or Make.com ) to trigger the respond.io actions based on HubSpot trigger. This adds complexity, creates additional costs, and is prone to errors or delays.

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.