M
Max Egorov
Business Problem:
Currently, respond.io automatically logs out users every 31 days when the session token expires—across both web and mobile apps. This logout happens silently, without any prior warning or notification.
As a result, users unknowingly stop receiving notifications and messages, which can lead to missed customer interactions, delayed responses, and internal confusion. Often, the only indication that a user has been logged out is when colleagues reach out via other channels asking why they haven’t replied.
Desired Outcome:
Improve the session management behavior to avoid silent disruptions. Two possible solutions:
  • Best-case scenario: Remove the session token expiration altogether (similar to persistent login in most business messaging platforms)
  • Minimum improvement: Send an in-app, email, or push notification informing the user their session will expire soon
Notify users immediately when they are logged out, so they can log back in and restore service
Use Cases:
✅ Ensure agents remain online and responsive without being unexpectedly logged out
✅ Avoid missed chats due to silent logout
✅ Provide better session transparency and control for both users and admins
Current Limitation:
There is no way for users to know they’ve been logged out until they miss messages and are informed by others—often after delays have occurred.