respond.io: messaging features and setup

Overview

Moving between channels is useful only if the customer is identified correctly. Two contacts with the same name are not necessarily the same person, and the same person may use different contact details. Before connecting a CRM, decide which identifier determines a match and how to check uncertain matches. Then assess whether conversation routing preserves the inquiry source and sales stage, so a salesperson does not restart a conversation that has already progressed in another channel.

Features

• Unified conversations and customer profiles
• Routing and AI agents for sorting requests
• CRM integrations and channel activity measurement

Business uses

• Passing a lead from WhatsApp to Sales with campaign details
• Managing a conversation across multiple channels without creating unnecessary records

Getting started

• Choose two channels and define how to identify the same person across them.
• Contact the test system through both channels using controlled contact details and check how they are linked to a profile, including a case with two identical names.
• Pass a conversation from initial triage to a salesperson and check that the channel source and collected information are retained in the connected CRM record.

What to check

• Check contact merging and retention of the inquiry source when handing off to a CRM.
• Review active contact costs, channel costs, and communication charges at the business’s expected volume.