Feature Request

Business Problem: Currently, Users cannot edit Salesforce fields directly within respond.io . This limitation forces teams to switch between platforms, leading to inefficiencies, inconsistent data, and fragmented workflows. Desired Outcome: Direct Salesforce Field Editing: Enable users to edit Salesforce contact fields directly from respond.io . Improved Data Consistency: Ensure changes made in respond.io are reflected in Salesforce Use Cases: Seamless Salesforce Updates: A sales rep updates a customer's status directly in respond.io , and the change syncs instantly with Salesforce. The Current Workaround: Manually switching between respond.io and Salesforce to edit contact details.

Business Problem: Currently, there is no direct integration between respond.io and Salesforce to automatically capture and log all respond.io activities on the corresponding Salesforce contact’s timeline. Without this centralized, automated recording of key interaction details, users must manually transfer information—leading to data discrepancies and communication gaps. Desired Outcome: Seamless Activity Sync: Automatically log all respond.io activities and messages into the Salesforce contact record. Comprehensive Interaction Details: Include critical data points such as message timestamps, conversation open/close events, the individuals responsible for opening/closing or reassigning conversations, and any conversation summaries or categories. Use Cases: Sales Handoffs: A sales representative can review a Salesforce contact record and instantly see all recent respond.io conversations—timestamps, participants, and summaries—before making a follow-up call or sending a proposal. Marketing Insight: Marketers can analyze the automatically logged activity data in Salesforce to identify communication patterns, conversation categories, and engagement trends. This information guides targeted campaigns, refined messaging strategies, and improved customer journeys. Operational Efficiency: Managers can track conversation handling times, assignment patterns, and resolution details directly in Salesforce, eliminating the need to switch platforms or sift through multiple systems for a complete customer interaction history. Current Workaround: At present, users rely on third-party integration tools such as Zapier or Make.com to sync activity data into Salesforce.

Business Problem: Currently, there is no native option to trigger respond.io actions (e.g. sending messages) directly from within Salesforce Flows. This limitation forces teams to rely on external integration platforms or manual steps to initiate conversations or actions in respond.io and increasing the risk of delays or data inconsistencies. Desired Outcome: Native Respond.io Workflow Action: Introduce a dedicated respond.io action type in Salesforce Flows. This allows Salesforce users to seamlessly initiate respond.io actions—such as sending a WhatsApp message, assign the contact and etc. Unified Automation Ecosystem: Enable users to maintain a single automated workflow environment, eliminating the need for third-party connectors or manual updates. This ensures consistent data handling, reduces complexity, and streamlines cross-platform communication. Use Cases: Sales Handoffs: When a Salesforce contact reaches a new lifecycle stage (e.g., from Lead to MQL), a Salesforce Flows could automatically trigger a personalized WhatsApp message via respond.io . Event & Campaign Triggers: Suppose a contact registers for a webinar or completes a form. Salesforce Flows can immediately prompt respond.io to send a confirmation message or provide next steps, ensuring immediate, automated customer communication. Current Workaround: Users must rely on third-party integration tools (like Zapier or Make.com ) to trigger the respond.io actions based on Workflows trigger.

Business Problem: Currently, there is no native action step in respond.io workflows that can directly interact with Salesforce. Users need a streamlined way to push updates, create records, or log activities in Salesforce as part of their automated workflows. Desired Outcome: Direct Salesforce Action: Introduce new Workflow Steps (actions) in respond.io that allows users to interact directly with Salesforce objects within the respond.io workflow builder. Flexible Salesforce Actions: Support essential Salesforce operations, such as creating or updating contacts, adding notes or activities, logging conversation histories and etc. Use Cases: Lead Generation: When a prospect reaches out on WhatsApp or Facebook Messenger, a respond.io workflow could automatically create or update a corresponding Salesforce contact record and log the initial conversation as an activity—streamlining the lead qualification process. Sales Nurturing: If a contact expresses interest in a product, the workflow can instantly update their lifecycle stage in Salesforce and add a note summarizing the conversation, enabling the sales team to follow up with relevant information and timely proposals. Current Workaround: Users currently rely on third-party integration platforms like Zapier or Make.com to bridge the gap between respond.io and Salesforce.

Business Problem: Currently, the Salesforce integration with respond.io only supports the Contact object, which limits functionality for businesses that primarily manage their sales pipeline using Leads. This causes: Data fragmentation, as sales teams cannot access lead information directly from respond.io . Desired Outcome: Support for Salesforce Lead Object: Enable users to view Salesforce Leads in respond.io , just like Contacts. Use Cases: Allow users to view the contact's Salesforce Lead details within respond.io Current Workaround: At present, users must manually convert Salesforce Leads into Contacts before they can be accessed in respond.io .

Business problem: Currently, there is no direct way to import contacts from Salesforce into respond.io . Users have to manually export contacts from Salesforce and then import them into respond.io , which is inefficient and prone to errors. Desired outcome: Implement a feature within the Salesforce integration that allows users to import contacts directly into respond.io ideally during onboarding stage. Enable options for manual selection of contacts or contact lists to be imported. Use Cases: Selective Import: Users can manually select contact lists in Salesforce to import into respond.io for targeted messaging campaigns. Data Consistency: Regular synchronization keeps contact details consistent across both platforms, improving the effectiveness of marketing and support efforts. The current workaround: Users currently export contacts from Salesforce as CSV files and then manually import them into respond.io .

Business Problem: Currently, respond.io does not allow users to customize which contact fields are displayed or edited when integrating with Salesforce. AThis limitation forces teams to switch between platforms, leading to inefficiencies and fragmented workflows. Desired Outcome: Custom Field Selection: Allow users to choose which contact fields are visible on respond.io for a more streamlined interface. Use Cases: Personalized Contact View: Users can customize which contact details appear in respond.io to focus on relevant information. The Current Workaround: Manually switching between respond.io and Salesforce to view all contact fields.

Business Problem: Currently, contact information between respond.io and Salesforce does not sync bidirectionally. Changes made in one platform do not automatically reflect in the other, leading to: Data inconsistency, where outdated or mismatched contact details exist across platforms Desired Outcome: Configurable Contact Sync: Allow users to define how contact data syncs between respond.io and Salesforce: One-way sync (Salesforce → respond.io ): Changes made in Salesforce are reflected in respond.io One-way sync ( respond.io → Salesforce): Updates in respond.io are pushed to Salesforce Two-way sync: Changes made in either system update the other automatically. Use Cases: Seamless Updates: A sales rep updates a contact's lead status in Salesforce, and the change is instantly reflected in respond.io . Current Workaround: At present, users must: Manually update contact details in both respond.io and Salesforce. Use third-party automation tools like Zapier or Make.com to sync

Business Problem: Currently, respond.io only integrates with the Salesforce Contact object and lacks visibility into related Opportunities, which represent deals in progress. For sales teams using Salesforce as their CRM, not being able to view or reference Opportunities directly from respond.io makes it difficult to personalize conversations or track deal progress during real-time interactions. As a result, sales reps must switch between platforms to access deal information, leading to workflow fragmentation, slower responses, and missed opportunities for timely follow-ups. Desired Outcome: Enable support for the Salesforce Opportunity object within respond.io , allowing users to: View opportunities associated with a contact directly from respond.io Use Cases: A sales rep chatting with a prospect can reference the current deal stage or expected close date without leaving respond.io

Business Problem: Currently, if a contact exists in respond.io but not in Salesforce, there is no automated mechanism to create the new contact in Salesforce. This results in fragmented customer data, manual duplication efforts, and the risk of misalignment between platforms. Desired Outcome: Automated One-Way Sync: When a contact is found on respond.io but not Salesforce, the system should automatically create a corresponding contact in the missing platform. Real-Time Data Alignment: Ensure that both platforms remain continuously and accurately synchronized, providing teams with up-to-date contact records wherever they work. Use Cases: Unified Sales & Support Operations: A business interacts with a new customer on WhatsApp, Messenger, or Instagram via respond.io . If the contact doesn’t exist in Salesforce, it is automatically created for sales follow-ups. Current Workaround: At present, you must rely on third-party integration platforms like Zapier or Make.com to detect when a contact exists in one system but not the other and then create it accordingly.