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 Business Platform (API) Quick Start
Getting Ready for Inbound Conversations
Getting Ready for Promotional Messaging
WhatsApp Official Business Account (Green Tick)
Grow your WhatsApp Audience by Maximizing Entry Points
Get WhatsApp API Account for Government Agencies
Meta Business Verification
WhatsApp Message Templates
WhatsApp Pricing
WhatsApp Business Platform (API) Channel Configuration
WhatsApp Messaging Limits
Change Your WhatsApp Business Display Name
Migrating from WhatsApp Personal or WhatsApp Business App
Phone Number Migration to respond.io WhatsApp Business Platform (API)
Turn-off WhatsApp Number Two-Step Verification
WhatsApp Cloud API
360dialog WhatsApp
Twilio WhatsApp
MessageBird WhatsApp
Vonage WhatsApp
Phone Number Migration to WhatsApp Cloud API
Facebook Messenger
Facebook Messenger Overview
Facebook Messenger Quick Start
Facebook Chat Plugin
Facebook Private Replies
Facebook Message Tag
LINE
Viber
Telegram
Google Business Messages
Website Chat Widget
Website Chat Widget Overview
Website Chat Widget Quick Start
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
Custom Channel
Channels Overview
Product
Dashboard & Reporting
Dashboard
Reports Overview
Reports: Conversations
Reports: Responses
Reports: Resolutions
Reports: Messages
Reports: Contacts
Reports: Assignments
Reports: Leaderboard
Reports: Users
Reports: Broadcasts
Messages
Messages Overview
Assignment and Closing a Conversation
Custom Inboxes
Interacting with Respond AI
Using AI Assist
Contacts
Contacts Overview
Contact Details
Merge Suggestions
Contact Activity
Contact Channels
Contact Import
Segments
Broadcasts Module
Workflows
Workflows Overview
Workflow Triggers
Workflow Steps Overview
Step: Send a Message
Step: Ask a Question
Step: Assign To
Step: Branch
Step: Update Contact Tag
Step: Update Contact Field
Step: Open Conversation
Step: Close Conversation
Step: Add Comment
Step: Jump To
Step: Wait
Step: Date & Time
Step: HTTP Request
Step: Add Google Sheets Row
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 Setting: Respond AI
Workspace Settings: Growth Widgets
Organization Settings
Organization Overview
Organization Settings: General
Organization Settings: Users
Organization Settings: Workspaces
Organization Settings: WhatsApp Fees
Organization Settings: Billing & Usage
User Account
Mobile App
Installing respond.io Mobile App
Messaging From Your Mobile
Managing Notifications On Your Mobile
Configuring Mobile App Settings
Help Menu
Handling Inbound Conversations
Managing Spam
Create Automated Welcome and Away Messages
Get Contacts’ Consent for Personal Data Collection
Create Automated Chat Menus
Collect Contacts’ Emails and Phone Numbers
Route Contacts by Shifts
Route Contacts by Team Functions
Route New & Returning Contacts
Route VIP Contacts
Assignment Strategy: Automatic Contact Distribution & Load Balancing
Assignment Strategy: Unassign Agents after Conversations Closed
Converse with Customers
Understand the Individual: Get a Complete View of the Customers
Collaborate Internally: Simplify Customer Escalation with Automation
Collaborate Internally: Transfer Contacts to the Next Shift Automatically
Respond Intelligently: Optimize Agents’ Productivity in the Messages Module
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
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
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
Make (formerly Integromat)
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.
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Responding to Messages
Related Articles
Workspace Settings: Teams
Under the Team Workspace settings, you can add, delete or manage Teams belonging to the Workspace.
Route Contacts by Team Functions
Automatically route customers based on the team the customers want to speak to or customers’ contact data.
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.