Quick Start
What is respond.io?
Setting Up an Account
Connecting Channels
Inviting Your Teammates
Getting Contacts to Message You
Automated Welcome and Away Messages
Responding to Messages
Glossary of Terms
Channels
WhatsApp Overview
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
Facebook Messenger
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
SMS
Channels Overview
Telegram
Viber
LINE
Google Business Messages
Custom Channel
Product
Dashboard & Reporting
Dashboard
Reports Overview
Reports: Conversations
Reports: Users
Reports: Contacts
Reports: Messages
Reports: Logs
Messages
Contacts
Contacts Overview
Contact Details
Merge Suggestions
Contact Activity
Contact Channels
Contact Import
Segments
Broadcasts Module
Workflows
Dynamic Variables
Workspace Settings
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
Organization Overview
Organization Settings: General
Organization Settings: Users
Organization Settings: Workspaces
Organization Settings: Billing & Usage
User Account
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
Integrations
Dialogflow
Dialogflow Overview
Dialogflow: Connecting to Dialogflow
Dialogflow: Creating a Chatbot
Dialogflow: Managing Intents
Dialogflow: Parameters
Dialogflow: Events
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
Zapier
Developer API
Webhooks
Partnership
We love to hear from you!
Table of Contents
- Home
- Quick Start
- Glossary of Terms
Glossary of Terms
Updated
by Susan Swier
To help users better understand the platform, here are the definitions of commonly used terms.
Assignee
A User to whom the Contact was assigned.
Assignment
The action in which a Contact is assigned to any Users in the Workspace.
Broadcast
A feature to transmit specified content to a group of Contacts through a specified Channel.
Channel
The messaging medium connected to the platform to receive and send messages to Contacts. For example, Facebook Messenger can be connected to respond.io as a messaging channel to engage with Contacts.
Closing Notes
Closing notes are conversation summaries that are provided by Users when closing a conversation. The closing notes can be used for reporting and analytical purposes.
Contact
Contacts are people who have interacted with the messaging channels connected to the platform. Their contact profile is created when they send their first message on any connected messaging channel.
Contact Field
An attribute type that collects facts about Contacts that are relevant to your business. You can add custom Contact fields in addition to the default ones. An example of a custom Contact field can be the plan the Contact is subscribed to.
Contact Search
Use filters to search and sort Contacts in the different inboxes. Filter by open, closed and snoozed conversations.
Conversation
The interaction between a Contact and the messaging channel is referred to as a conversation. A Contact can have many conversations with a Workspace and each conversation will have its own metrics and context.
Custom Inbox
A collection of Contacts and their conversations based on a set of criteria. Custom Inboxes can be used in the Contacts and Messages Module to filter Contacts according to the selected criteria.
Integration
An active connection that can be configured with a third-party product to help you to achieve more with respond.io. A common use case is using DialogFlow as a bot to respond to messages.
Messages
A written communication sent to or by your Contact via any of the messaging channels. A Contact may send multiple messages at a time and they can be in various forms, such as text or multimedia.
Organization
A collection of Users from the same group or company who share a subscription. In an organization, a User's role can be an Admin, Billing Admin or Member. However, a User can belong to multiple organizations when necessary.
Snippet
A message template to send standardized replies and canned responses to your Contacts. Snippets can be shared with other Users across the Workspace.
Tag
A manual attribute to group Contacts on the platform. Tags can be added to Contacts via automation or manual tagging. In addition to that, they can be used to filter Contacts and create Contact segments.
Team
A group of Users who share a common goal in the workforce.
User
A person who is given access to a Workspace on the platform.
Workflows
Workflows is a visual Workflow builder used to automate processes. Workflows can incorporate elements like Contact data to build automation such as automated messaging, auto-assignment and more.
Workspace
A Workspace is an independent sub-account within the Organization. Each Workspace has its own database, Users, Channels and settings, among others.
Feeling stuck? Do not fear.
Help is here!Responding to Messages
Related Articles
Workspace Settings: Teams
Under the Team Workspace settings, you can add, delete or manage Teams belonging to the Workspace.
Inbound Support: Route Customers to the Right Team Automatically
Automatically route customers to the right team based on customers’ input, contact data, business hours and shifts.
Inbound Support: Auto-Assign Customers to a Team or Dedicated Agent
Automatically assign customers to a team, workspace or dedicated agent to save time and effort compared to a manual picking or assignment process using Workflow Templates.