Feature Request

Business Problem: As a business relying on agent availability for conversation routing, I want agents to remain Online when they are actually working and have respond.io open, even if they are not actively clicking in the platform Currently, agents may be marked Offline when respond.io is open but inactive, minimised, or running in the background. This can cause routing to skip available agents, leading to delayed or missed assignments This is especially painful for teams that keep respond.io open while working across multiple tabs, tools, or windows- Desired Outcome: Improve Online/Offline status detection so users generally remain Online as long as respond.io is open and connected Users should only be marked Offline when the connection is lost and the configured inactivity timeout passes, such as when: The respond.io tab or browser is closed The device goes to sleep or shuts down The internet connection is lost Use Cases: Agents stay available for routing while respond.io is open in another tab or background window Teams avoid missed assignments caused by agents being incorrectly marked Offline Managers get a more accurate view of who is actually available to handle conversations Current Workaround: Increase the workspace inactivity timeout where possible Ask agents to keep respond.io active or periodically interact with the platform Manually monitor agent availability during busy periods

Business Problem Write custom scripts for platform operations such as contacts, messages, tags, custom fields, and conversations. Complete configuration tasks manually in the Respond.io UI. Repeat the same onboarding and maintenance work across multiple customer Workspaces, increasing setup time and configuration errors. Desired Outcome An official Respond.io MCP server that allows supported AI assistants, currently Claude and ChatGPT, to connect through a standard connector and perform Respond.io actions using natural language. Common Use Cases Find and understand customers — Quickly look up contacts, review their profiles, and understand their recent conversation history. Respond to customers — Send personalized replies or approved message templates through each customer’s available channel. Manage inbox workload — Assign conversations to teammates, close or reopen them, and add internal comments for context. Maintain accurate customer records — Create or update contacts, manage tags, and move customers through lifecycle stages. Manage AI Agents — View, create, update, activate, or deactivate AI Agents, and connect them to relevant knowledge sources. Supported MCP Actions Read, create, and update contacts. Search contacts by identifiers, tags, and supported filters. Add and remove contact tags. Move contacts between lifecycle stages. View existing custom fields. Read conversation and message history. Send individual messages and approved templates. Read connected channels and available message templates. Add internal comments to conversations. Assign, unassign, close, and reopen conversations. Create, update, activate, deactivate, and inspect AI Agents. List available Workflows and view their status. Read Workspace users, teams, channels, knowledge sources, and configuration metadata.

Business problem: AI Agents are often setup with instructions that look fine in setup but fail in production because there’s no post-setup QA: gaps, conflicts, and unsafe promises slip through, creating bad answers, compliance risk, and extra human handoffs. Teams end up debugging by visual checking instead of a repeatable checklist, for example: Frequent failure modes: conflicting rules (e.g., “auto-detect language” vs. hardcoded first message), undefined placeholders/links, and broken URLs. Operational gaps: pricing shared without delivery country, multi-currency in a single reply, vague handoff criteria, and missing refusal scripts (delivery/stock/payment). Resulting impact: lower trust/adoption, higher support load, slower time-to-live, and escalations that could have been prevented. Desired outcome: Provide a one-click “Validate instructions” action (right after Agent setup/edit) that scans the instruction set, flags issues with clear severity, and offers concrete, safe-by-default fixe — so teams can trust AI Agents confidently. Readiness checklist: must-haves for handoff rules, consent copy, stop/unsubscribe variants, product links, and technical notes on demand instructions. UX & reporting: inline validator with warnings for conflicting instructions

Business problem: As a user, I want to be able to call my contacts and have them call me through the messenger, so that I can expand communication means and improve connectivity. Desired outcome: Enable voice and video calls within the messenger. Allow seamless switching between text and calls. Enhance the communication experience for users. Use Cases: Calling a contact directly from a chat conversation. Receiving incoming calls via the messenger. The current workaround: N/A

Desired outcome Have a direct integration with Google Calendar for appointment management: Scheduling, inquiries, modifications, and cancellations. It would be ideal for AI Agent to be able to collect the info and perform the action directly with the calendar.

Business problem There are cases where both a Sales rep and a Customer Support agent will need to be assigned to a Contact. When a customer have questions that the Sales reps are unable to answer, the Customer Support agent is able to jump in to help. Desired outcome You can assign one user per Contact as the main contact point for customers. However, by introducing "collaborators", users can also be assigned as a collaborator to support the assignee if needed. Current limitation Only one user can be assigned to one Contact.

Business problem: Currently, when a user is mentioned, a notification is triggered, and it appears in the mentioned user's notification center. However, this approach has limitations. Users do not have a centralized location, like an "inbox," where they can easily view and manage all their mentions and related activities. Instead, they must rely on the notification center, which can become cluttered and difficult to navigate, especially when trying to track multiple mentions across different contexts. Desired outcome: The goal is to create a dedicated "inbox" feature where users can conveniently access and manage all their mentions within the workspace. This inbox would serve as a centralized hub, specifically designed to collect and display all mentions in a simple, organized manner. By providing a focused view of mentions, users will be able to quickly find, review, and respond to important interactions, improving overall efficiency and reducing the risk of missing critical information.

Business Problem: When a call goes unanswered, agents have no automated way to follow up with the contact. Teams are manually tracking missed calls and reaching out across multiple platforms — leading to delayed responses, missed opportunities, and inconsistent customer experience. Use Case: A contact calls in but no agent is available to answer The conversation is assigned to the relevant agent or team for timely follow-up A follow-up message is automatically sent to the contact acknowledging the missed call Desired Outcome: Introduce a ready-made workflow template using the Call Ended trigger that automatically: Opens the conversation when a call is missed Assigns the conversation to the right agent or team Sends a follow-up message to the contact This gives businesses a clear starting point to automate missed call recovery without having to build the workflow from scratch. Current Workaround: Users can manually build this workflow using the Call Ended trigger with incoming_missed filter, Open Conversation, Assign To Team, and Send Message steps, but there is no pre-built template to guide them through the setup.

Business Problem: Businesses operating in the United States are unable to connect and manage their TikTok accounts within respond.io due to regional limitations. This prevents teams from engaging with US-based TikTok audiences, responding to inquiries, and capturing leads from one of the fastest-growing social platforms. Desired Outcome: Enable full TikTok channel integration for US-based TikTok accounts, allowing businesses to: Receive and reply to TikTok messages and comments Manage TikTok conversations alongside other channels in the Inbox Use workflows, automation, and reporting for TikTok interactions

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.