N
member badge
Nabilah Binti Salleh
Business Problem:
  • The only way to add a Collaborator via Workflows today is through the @mention in Add Comment workaround, which creates unnecessary comment noise and doesn't support conditional logic.
  • There's also no way to branch a Workflow based on Collaborator state. On the API side, there are no endpoints to manage Collaborators programmatically, and no webhook events for Collaborator changes — so businesses that sync respond.io with their CRM or custom tooling can't keep Collaborator data in sync.
Desired Outcome:
  • Workflows: A dedicated "Add Collaborator" step (without needing to post a comment), Branch conditions for Collaborator state (e.g., "Has Collaborators", "Collaborator is Agent A", "Collaborator count > 0"), and dynamic variables like $conversation.collaborators and $conversation.collaboratorCount.
  • API: Endpoints to list (GET), add (POST), and remove (DELETE) Collaborators on a conversation. Include Collaborator data in the existing Get Conversation response. New webhook events (collaborator.added, collaborator.removed) that fire regardless of whether the change was made via UI, Workflow, or API.