What is respond.io?
Setting Up an Account
Inviting Your Teammates
Getting Contacts to Message You
Automated Welcome and Away Messages
Responding to Messages
Glossary of Terms
WhatsApp Cloud API Quick Start
360dialog WhatsApp Quick Start
Twilio WhatsApp Quick Start
MessageBird WhatsApp Quick Start
Vonage WhatsApp Quick Start
WhatsApp Message Templates
Phone Number Migration to WhatsApp Cloud API
Website Chat Widget
Website Chat Widget Overview
Install Website Chat Widget on WordPress
Install Website Chat Widget on Shopify
Install Website Chat Widget on Wix
Install Website Chat Widget on Joomla
Install Website Chat Widget on Squarespace
Google Business Messages
Dashboard & Reporting
Managing a Workspace
Workspace Settings: General
Workspace Settings: Users
Workspace Settings: Teams
Workspace Settings: Channels
Workspace Settings: Contact Fields
Workspace Settings: Integrations
Workspace Settings: Closing Notes
Workspace Settings: Snippets
Workspace Settings: Files
Workspace Settings: Data Export
Workspace Settings: Data Import
Workspace Settings: Growth Widgets
Organization Settings: General
Organization Settings: Users
Organization Settings: Workspaces
Organization Settings: Billing & Usage
Support Use Cases
Inbound Support: Identify Contacts by Email and Phone Number
Inbound Support: Enrich Customer Data from a CRM or other Business Software
Inbound Support: Route Customers to the Right Team Automatically
Inbound Support: Auto-Assign Customers to a Team or Dedicated Agent
Send Outbound Support Messages
Support: Closing Conversations
Use respond.io to Create Tickets in External Ticketing Systems
Supervising Your Support Agents
Reporting for Support
Send CSAT to Customer and Save Data in Google Sheets or CRMs
Sales Use Cases
Inbound Sales: Collect Leads' Email and Phone Number
Inbound Sales: Enrich Contact Data and Qualify Leads
Inbound Sales: Routing Leads
Inbound Sales: Auto-Assign Leads to Sales Agents
Sending Outbound Sales Messages
Track Productivity by Closing Conversations
Using respond.io to Create Deals in a CRM
Supervising Sales Agents
Reporting for Sales
Broadcasts Use Cases
Sending a Simple Broadcast
Start a Workflow Based on Broadcast Response
Troubleshooting a Failed Broadcast
Dialogflow: Connecting to Dialogflow
Dialogflow: Creating a Chatbot
Dialogflow: Managing Intents
Dialogflow: Response Templates
Dialogflow: Custom Payloads
Dialogflow: Fulfillment Webhook Request
E-Commerce & CRM Integrations
E-Commerce Integration: Shopify
E-Commerce Integration: BigCommerce
E-Commerce Integration: WooCommerce
E-Commerce Integration: Magento
CRM Integration: HubSpot
CRM Integration: Salesforce
CRM Integration: Pipedrive
CRM Integration: ActiveCampaign
Table of Contents
Updated by JQ Lee
Using Custom Inboxes
Use a Custom Inbox to create a list of Contacts according to predefined filters. Custom Inboxes can help you tackle your to-do list as quickly as possible.
Adding a Custom Inbox
If the Standard and Team Inboxes do not address your filtering needs, you can add a Custom Inbox to the Workspace and reuse it when necessary.
Step 1: Create a Custom Inbox in Messages Module by clicking the + button next to the Custom Inbox label.
Step 2: Name your Custom Inbox with an appropriate name for easy reference.
Step 3: Configure the filters for your Custom Inbox.
The categories available within a condition include:
- Contact Field (inclusive of all custom fields)
- Contact Tag
- Last Interacted Channel
- Time Since Last Incoming Message.
Step 4: Review the options and click Save Inbox to set the filters for the new inbox.
Sharing a Custom Inbox
You can share a Custom Inbox you created with other users or teams in the Workspace. Custom Inboxes can be shared with one of three different settings:
The inbox can only be accessed by the creator.
The inbox can be accessed by all Workspace users.
The inbox can be accessed by specific users or teams.
Step 1: Select the Custom Inbox > click on the Actions menu > select Share Settings from the menu.
Step 2: Select your preferred Share Option. If you select Shared, fill in the list of users or teams you would like to grant inbox access to.
Step 3: Review and Click Save to save the share settings.
Editing a Custom Inbox
Step 1: Navigate to the Custom Inbox configuration panel of a Custom Inbox either using the Actions menu or the Filter button.
Step 2: Change the filtering options as desired. If any changes are made, the word "Edited" will be appended at the end of the Custom Inbox name.
Step 3: Save the Custom Inbox by clicking Save Inbox at the bottom. Alternatively, you can click on the dropdown to save the new filters as a new inbox.
Renaming a Custom Inbox
There are a few ways to rename your Custom Inbox.
From the Custom Inbox's Actions menu. Navigate to the Custom Inbox > click on Actions menu > select Rename
From the Filter's Actions menu. Navigate to the Filter configurations panel > click on Actions menu > select Rename
Click Save to save the new name.
Deleting a Custom Inbox
If a Custom Inbox is no longer relevant or is a duplicate of another, it can be deleted from the Workspace.
From the Custom Inbox Action Menu. Navigate to the Filter configurations panel > click on Actions menu > select Delete
We love to hear from you!
Assignment and Closing a Conversation
Learn how to integrate third-party messaging apps into respond.io.
Dialogflow: Custom Payloads
Learn about supported Custom Payloads on respond.io.
Glossary of Terms
To help users better understand the platform, here are the definitions of commonly used terms.