Inbox: Improve channel differentiation
Zeinab Mostafa
Business Problem
Many businesses operate with multiple WhatsApp numbers—each dedicated to distinct functions. However, agents face consistent challenges differentiating between these numbers in both the web and mobile apps.
- On incoming messages, it's not immediately clear which number the message came from. This makes it easy for agents to respond from the wrong number, especially under pressure or during high-volume interactions.
- Even if the numbers have different channel names, they often look too similar in the interface—leading to mistakes in replies and negatively impacting the customer experience.
Desired Outcome
Enhance visual cues and labeling in both the Inbox and message composer to help agents:
- Clearly identify which channel a conversation is tied to.
- Avoid reply errors by prominently displaying the sending channel.
N
Nabilah Binti Salleh
Merged in a post:
Add Unique Profile Pictures for Each Channel in Response.io
F
FING ELAINE
Hi Team,
We currently have 15 channels in Response.io. However, all 15 channels are using the same profile picture, which makes it difficult for us to quickly identify each channel. At times, messages may get mixed up, and we need to click into each conversation one by one to check which channel the incoming message is addressed to.
We would like to request an enhancement to allow different profile pictures for each channel. This feature would help us easily distinguish between channels and improve our response efficiency.
Thank you.
N
Nabilah Binti Salleh
Merged in a post:
Custom icons for channels
Rashed AlAwadhi
We need the ability to upload or choose a custom icon for each channel so it is easier to visually distinguish the current channel we are using, or the current channel that the customer is coming from
N
Nabilah Binti Salleh
Merged in a post:
Visual Indicators for Multi-Channel Depts (Support, Ops, Management)
William Aparco
We use distinct WhatsApp numbers for different critical areas: Tech Support, Production, Operations, Management, and branches. currently, the inbox mixes all these together without a visible identifier. Hovering is inefficient. The Request: We need a permanent visual tag, icon, or column in the conversation list that shows the "Source Channel Name." Without this, agents cannot prioritize a message for Management vs. a general inquiry, breaking our workflow entirely.
N
Nabilah Binti Salleh
Merged in a post:
Messages: Differentiate messages from different (WhatsApp) phone numbers
Kim Brink
Desired outcome:
- To provide a way (such as different tabs or colours) to make it clear and easy for different departments using different WhatsApp numbers to engage with the client.
- This can be confusing for users dealing with different queries at the same time.
Platform limitation:
- Currently, it's not incredibly clear when a client messages our different WhatsApp numbers.
N
Nabilah Binti Salleh
Merged in a post:
Feature Request: Differentiate Multiple WhatsApp Numbers in Respond.io
O
Omar Alsuhaibany
I manage several businesses, and each one uses its own dedicated WhatsApp number through Respond.io. Currently, when I’m in the app, it’s difficult to easily tell which WhatsApp number/account I’m using.
It would be very helpful to have a way to visually differentiate or label each WhatsApp number from the main interface (e.g., custom names, color tags, or business labels). This would make it easier to quickly identify and manage conversations across multiple businesses without confusion.
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Nabilah Binti Salleh
Hi Zeinab Mostafa - Thank you for your feedback! We truly value user experience, and our team is currently looking into this. We'll be sure to keep you updated as soon as there’s any progress.
Y
Yihui Chan
Merged in a post:
Messages: Differentiate messages with phone numbers
D
Dedy Anry
At the moment, when we update the number on the contact and send the message to the contact, it will create the channel on the contact.
It will be good if we are able to check the phone number for each message sent from the message module.