Feature Request

Business Problem: Businesses face challenges in efficiently handling meeting and appointment scheduling through chat. Key components of the issue include: Allowing contacts to easily schedule meetings or appointments via chat. Providing businesses with tools to manage availability, meeting durations, and other appointment settings. Sending appointment confirmations and reminders via chat to ensure contacts are informed about upcoming meetings. Enabling contacts to reschedule appointments directly through chat when needed. This lack of an integrated solution forces businesses to rely on external tools, leading to inefficiencies and potential friction in the user experience. Desired Outcome: Implement an integrated appointment scheduling feature within the platform. This feature should include: Seamless scheduling of meetings or appointments directly through chat. Customizable business settings for availability, meeting durations, and appointment preferences. Automated confirmation and reminder notifications via chat. Easy rescheduling options for contacts to adjust appointment times when necessary. Use Cases: Customer Support Appointments: Enable customers to book service or support sessions directly during chat interactions. Sales Meetings: Allow prospects to schedule demos or sales calls in real-time through chat. Automated Reminders: Ensure customers receive timely reminders and confirmations to reduce missed appointments. Workaround: Businesses currently use third-party applications like Calendly for appointment scheduling and share booking links with contacts. However, this adds extra steps and disrupts the seamless chat experience.

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, 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 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.

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Business Problem: As a manager or an agent, I want multiparty or conferencing capabilities for calls, so that I can collaborate with multiple stakeholders remotely without needing everyone to be on the same device. Desired Outcome: Support for adding multiple participants to live calls. Seamless audio quality and stability for multiparty calls. Option to schedule and manage conference calls with ease. Use Cases: Hosting team meetings with remote participants. Engaging clients and internal teams in joint discussions. The Current Workaround: All participants must sit together on the same device.

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Business Problem Currently, our platform lacks a dedicated feature for efficiently checking product availability (Stock inventory checking). This gap leads to challenges in inventory management, potential over-selling, or missed sales opportunities due to lack of real-time stock visibility. Sales and customer service teams may not have immediate access to up-to-date inventory information, impacting their ability to serve customers effectively. Desired Outcome: AI Agent 'Stock Check' objective that provides real-time visibility into inventory levels. This feature should enable quick and accurate stock level checks, helping in better inventory management, preventing stock-outs or overstock situations, and enhancing customer service by providing immediate and accurate stock information. Use case (Capture and Convert): This feature operates mainly in the Capture and Convert phases: In Capture phase, it helps prospects determine if their desired product is even available, reducing friction and building confidence. In Convert phase, it clears a critical blocker by ensuring the product is in stock, helping the AI push the customer to checkout without delay or confusion.

Business problem: As a business user, I want to set business hours for receiving WhatsApp calls directly from the platform, so that I can manage availability without switching tools. Desired outcome: Configure WhatsApp call availability from one interface Reduce dependency on external settings Improve operational efficiency Use Cases: Limit incoming calls outside of business hours Align call settings with agent scheduling tools The current workaround: Can be configured on Meta Business Profile

Similar to how a personal Telegram or Whatsapp account, it will be great if we can have a section (e.g. in the contact details drawer) to see all the files that we have received from the Contact.