Jesús Cadena
Business Problem
Currently, when the same contact messages a business through multiple channels within the same workspace, Respond.io automatically merges all messages into a single conversation.
While this is useful in some cases, it creates significant operational challenges for teams managing high volumes across multiple channels.
Pain Points
  • Loss of context for agents: Messages from WhatsApp, Facebook Messenger, Instagram, Webchat, etc. are mixed into one thread, making it harder to:
  • Follow the conversation flow: Quickly identify which channel a message came from, Respond with the correct context and tone
  • Operational conflicts: A conversation may be assigned to one agent or team, The same contact then engages via another channel (e.g. a different ad), Instead of creating a new case, the message merges into the existing conversation and inherits the previous assignment
  • Mismatch with customer experience: Customers experience separate conversations per channel, but internally the team sees everything as a single thread.
  • Reporting and scalability issues - Mixed conversations make it harder to: Track performance by channel, Maintain clean histories
  • Scale omnichannel operations without errors
Desired Outcome
Introduce a workspace-level configuration to display conversation merging behavior.