Feature Request

Platform Problem Our platform currently restricts users to exporting data within a 1-year range from today’s date, aiming to avoid exceeding the file size limit. However, an oversight in the date picker functionality prevents users from selecting a date range that extends beyond the current calendar year. Desired Outcome The goal is to modify the date picker to enable users to choose any date from the past as the starting point for their data export, provided the total duration does not surpass 365 days. This adjustment will ensure flexibility while adhering to the file size limitations.

Business Problem Microsoft deprecated Basic Authentication for certain Microsoft 365 tenants starting September 2021. As a result, customers are no longer able to use traditional username/password-based SMTP authentication. This prevents some users from successfully configuring and connecting their Office 365 accounts via IMAP/SMTP in Respond.io . Current Limitation Respond.io does not support OAuth 2.0 authentication for SMTP with Office 365. SMTP authentication currently relies on Basic Authentication (username/password). Tenants that have disabled Basic Authentication cannot connect their email accounts. Desired Outcome Support OAuth 2.0 authentication for SMTP with Office 365 Docs: https://docs.microsoft.com/en-us/exchange/clients-and-mobile-in-exchange-online/deprecation-of-basic-authentication-exchange-online https://docs.microsoft.com/en-us/exchange/clients-and-mobile-in-exchange-online/authenticated-client-smtp-submission#disable-smtp-auth-in-your-organization https://techcommunity.microsoft.com/t5/exchange-team-blog/basic-authentication-and-exchange-online-september-2021-update/ba-p/2772210

Business Problem: Currently, the mobile app does not offer the option to download videos directly from the conversation. This limitation affects users who need to access video content offline for various purposes, such as reviewing customer inquiries, sharing information internally, or following up on discussions. Desired Outcome: Download & Share Videos: Enable users to download & share videos directly from conversations on the mobile app.

Adding a one-click Outlook integration as a new Email channel. This post refers only to the email Outlook integration, to see the progress with other emails integrations visit the other posts: Gmail: https://respond.canny.io/feature-request/p/new-channel-email-gmail Released IMAP/SMTP: https://respond.canny.io/feature-request/p/new-channel-email-imapsmpt Released

Business problem: As a WhatsApp user, I want balance cards for unused WABAs to be removed from my view, so that I can focus on active WABAs that require top-up. Desired outcome: Display only active WABAs requiring top-up. Automatically hide/archive balance cards for deactivated or unused WABAs. Use Cases: Quickly identify WABAs needing top-up to ensure uninterrupted service. Maintain a clutter-free WABA balance management pagr The current workaround: Must manually locate and ignore unused WABA balance cards.

Business Problem Currently, when users drag and drop images from respond.io into a local folder, only the image thumbnail is downloaded instead of the original full-resolution file. This creates friction for teams that need to save, review, share, or archive customer images outside the platform. Desired Outcome When dragging and dropping images from respond.io to a local folder, the platform should download the full original image rather than the thumbnail preview.

Business Problem: Agents using the mobile app currently cannot see a Contact's unique ID (e.g., respond.io Contact ID or a synced CRM customer ID). This makes it difficult to cross-reference the Contact with records in external systems while on the go, since this is only visible on desktop. Desired Outcome: Show the Contact ID within the Contact Details panel on the mobile app, similar to how it may appear on desktop, so agents can quickly reference or copy it when needed.

Business Problem: Search on respond.io is currently module-scoped — to find a conversation or contact, users have to already be in the Inbox or Contacts module. There's no way to search or navigate from anywhere else on the platform. On top of that, search itself is limited: it's difficult to find contacts using only partial information, such as the last four digits of a phone number. Everyday conversation actions (closing, assigning, snoozing, changing lifecycle stage, triggering a shortcut) also require clicking through separate header buttons and popups rather than being reachable from search. For teams handling high conversation volume daily, switching modules, reaching for the mouse, and re-typing full contact details just to find someone adds up to real lost time. Desired Outcome: A universal Command Palette, opened from anywhere with a keyboard shortcut (Cmd+K / Ctrl+K), that lets users: Search conversations and contacts by name, custom field, or partial input — without leaving the current page Match on partial phone numbers (e.g. last 4 digits) Jump directly to any module or page they have access to See their recent searches Trigger common conversation actions (close, assign, snooze, change lifecycle, run a shortcut, copy contact ID/phone) directly from the keyboard, without the mouse-driven menus Platform Limitation: Today there are separate, inconsistent search bars per module (Inbox has three, Contacts has two), none of which support custom field search, cross-module lookup, or partial/accent-insensitive matching. Conversation actions each live behind their own UI surface (dropdowns, popups, header buttons). Current Workaround: Currently, users can use the filter option to search for contacts by the last four digits of their phone number. This can be done by filtering the contacts using the "Contact Field Phone Number contains" option with the 4 digits. While this isn't ideal, it provides a temporary solution.

Business Problem: Customers frequently ask “how do I…” questions about using respond.io — for example, how to set up channels, build Workflows, or especially how to create, configure, and troubleshoot AI Agents. Today, these questions are mostly handled by an external AI Agent outside the platform (e.g. via WhatsApp). This creates several issues: Help is disconnected from the product experience — users need to leave the app to ask questions. Answers are not context-aware (e.g. which page they’re on, which AI Agent they’re editing). Conversation history and insights are fragmented across tools, making it harder to improve both product and support. This increases friction for customers who want quick, in-app answers and adds overhead to maintaining a good support experience across multiple channels. Desired Outcome: Introduce an in-product AI Assistant that can reliably answer respond.io platform usage questions, with a strong emphasis on AI Agents. Beyond just answering questions, this Assistant should be able to create and edit AI Agent prompts and configurations directly, based on user intent. Answer Platform Usage FAQs In-App Respond to “how do I…” questions about Workflows, Contacts, Channels, Reporting, Permissions, etc. Provide step-by-step instructions and, where possible, link to or highlight the exact place in the UI. Surface relevant help articles or guides without forcing users to leave the app. Guide Users in Building AI Agents Ask clarification questions (e.g. target audience, tone, languages, channels, escalation rules) and then generate an AI Agent configuration from that. Automatically draft initial system prompts, knowledge instructions, and behaviors for new AI Agents based on the user’s goals (e.g. support FAQ bot, sales qualification bot, lead routing bot). Suggest templates and best-practice setups for common use cases. Create & Edit AI Agent Prompts and Configurations Propose concrete changes to existing AI Agent prompts, knowledge instructions, and behavior settings based on user feedback (e.g. “make it friendlier”, “don’t answer pricing questions”, “use shorter replies”). Apply changes to AI Agent prompts and configuration directly from the Assistant (with user confirmation), instead of requiring manual copy-paste or navigation. Keep a human-readable change summary so users can quickly see what was added, removed, or updated in the AI Agent configuration. Support Editing & Troubleshooting AI Agents Explain where and how to edit prompts, knowledge sources, behaviors, and handover rules when users prefer to change things manually. Help debug issues such as: AI Agent following the wrong flow, AI Agent giving incorrect or outdated answers, AI Agent not respecting certain rules (e.g. escalation, language, tone). Recommend specific fixes and, where possible, offer a “one-click apply” option via the Assistant (e.g. update prompt, adjust threshold, change fallback behavior). By bringing this AI Assistant inside respond.io and allowing it not only to answer questions but also to create and edit AI Agent prompts and configurations, we reduce dependency on external channels, lower support and onboarding load, and help users successfully build, maintain, and improve their AI Agents and overall platform usage.

Business Problem Customers are currently unable to increase their AI Credits once they reach their limit, forcing them to wait until the next billing cycle. This creates a significant disruption in critical business work flows, such as automated customer support and lead qualification, which rely on uninterrupted AI availability. Desired Outcome To allow customers to automatically continue using AI Credit beyond their allocation, with any excess usage charged as an overage—similar to MAC On-Demand.