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.