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
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Glossary of Terms
Channels
WhatsApp Business Platform (API) Quick Start
Getting Ready for Inbound Conversations
Getting Ready for Promotional Messaging
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Grow your WhatsApp Audience by Maximizing Entry Points
Get WhatsApp API Account for Government Agencies
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Meta Product Catalog
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Facebook Messenger Quick Start
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Website Chat Widget Overview
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Install Website Chat Widget on WordPress
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Managing a Workspace
Workspace Settings: General
Workspace Settings: Users
Workspace Settings: Teams
Workspace Settings: Channels
Workspace Settings: Growth Widgets
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Workspace Settings: Data Import
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Organization Overview
Organization Settings: General
Organization Settings: Users
Organization Settings: Workspaces
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How to Streamline Meeting Scheduling via CTC Ads
How to Route Contacts from CTC Ads to Agents
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How to Send Outbound Sales Messages
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How to Track Conversation Source from Multiple Websites
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How to Maximize Customer Service Potential with AI Agent
How to Automate Contact Information Collection with AI
How to Automatically Qualify Contacts Based on Budget Using AI Agent
How to Block Contacts and Manage Spam
How to Create Automated Welcome and Away Messages
How to Create Automated Chat Menus
How to Route Contacts to Preferred AI Agent
How to Route Contacts by their Preferred Language
How to Route New and Returning Contacts
How to Route Contacts by Team Functions
How to Route Contacts by Shifts
How to Enrich Customer Data from a CRM or other Business Software
Assignment Strategy: How to Automate Contact Distribution & Load Balancing
Assignment Strategy: How to Unassign Agents after Conversations Closed
How to Collect Contactsā Emails and Phone Numbers
How to Get Contactsā Consent for Personal Data Collection
How to Route VIP Contacts
How to Promptly Transfer Conversation Between Agents
How to Guide Customers from Exploration to Purchase with Engaging Menus
How to Optimize Customer Onboarding with Automated & Customized Welcome Messages
How to Send CSAT to Customer and Save Data in Google Sheets or CRMs
Converse with Customers
How to Get a Complete View of the Customers
How to Simplify Customer Escalation with Automation
How to Transfer Contacts to the Next Shift Automatically
How to Optimize Agentsā Productivity in the Inbox Module
How to Write an Optimal AI Persona (Best Practices)
How to Write the Best Knowledge Sources for AI Agents
How to Align AI Conversations with Your Brand Voice
How to Draft Customer Replies with AI
How to Convert Image to Text Using AI
How to Automate Calculations Using AI
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Broadcasts Use Cases
How to Send a Simple Broadcast
How to Start a Workflow Based on Broadcast Response
How to Import to Broadcast via WhatsApp
How to Troubleshoot a Failed Broadcast
Integrations
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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
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E-Commerce Integration: BigCommerce
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CRM Integration: Pipedrive
CRM Integration: ActiveCampaign
Zapier
Make
Developer API
Webhooks
Table of Contents
- Home
- Product
- Workspace Settings
- Workspace Settings: Channels
Workspace Settings: Channels
Updated
by Susan Swier
Getting Here
The Channels page can be accessed from theĀ SettingsĀ menu > under Workspace SettingsĀ > by selectingĀ Channels. Channels connected to this Workspace are listed here. Each listed Channel has its own set of menu options.
![](https://files.helpdocs.io/9e3syfbzn8/articles/tgtw8up1ff/1725967304206/screenshot-2024-09-10-at-7-19-26-pm.png)
On this page, you can:
Connect a Channel
To connect a new Channel, click the Add Channels button on the Channels page. Then, click the Connect button on the Channel thumbnail. For more information on adding new Channels, take a look at the Messaging Channels page.
![](https://files.helpdocs.io/9e3syfbzn8/articles/tgtw8up1ff/1725967633144/connecting-a-channel.gif)
Managing Channels
To manage a Channel, click Manage on the Channel's thumbnail. Each Channel provides a different set of functions and the functions:
Configure a Channel
Edit the configurations of the Channel as necessary. For example, change the Channel name, which is how the Channel is referred to internally on the platform.
Additional options will also be available depending on the Channel-specific options. Click Save Changes once done.
Deleting a Channel
To delete an existing Channel, click the Delete Channel button and follow the instructions on the screen. Doing so removes the Channel from your Workspace. Contacts will not be deleted but they can not be contacted via the deleted Channel.
- Facebook Messenger
- Telegram
Acquiring Contacts from Facebook
You can send private replies to users who comment on a post on your page to make them Contacts on respond.io.
![](https://files.helpdocs.io/9e3syfbzn8/articles/tgtw8up1ff/1725959913688/screenshot-2024-09-10-at-11-21-26-am.png)
Creating a Chat Menu
You can create a persistent chat menu on your facebook page. This menu is always visible and can include key business features like business hours, locations, and products in a Messenger conversation. When a user selects an item, you have 24 hours to respond via the messaging window.
![](https://files.helpdocs.io/9e3syfbzn8/articles/tgtw8up1ff/1725960184803/screenshot-2024-09-10-at-11-36-38-am.png)
To add a chat menu, click Add Button and select an option from the menu that opens.
Option | Description |
Payload | A payload option directly sends a message with the button name as the message text. On the respond.io platform, the specified payload value will be received instead. The payload value is useful for creating specific Triggers for Automations. |
URL | A URL option sends the contact to the specified URL field when pressed. The webpage will be opened in a new tab. |
Provide the information in the fields that display and click Save Menu when you are done.
![](https://files.helpdocs.io/9e3syfbzn8/articles/tgtw8up1ff/1725960289937/screenshot-2024-09-10-at-12-26-26-pm.png)
To delete unwanted buttons, simply press the delete button š.
Allowing User Input
Some Channels have an option to disable user input. If you wish to restrict users to only using the chat menu options to interact with you, uncheck theĀ Allow User InputĀ option.
Unchecking this option will remove the chat message bar and prevent your audience from composing and sending their own messages.
Troubleshooting
If you are having issues with Channels on the platform, e.g., no incoming messages even though Channel is connected, click the Troubleshoot link of the channel and follow the instructions provided.
![](https://files.helpdocs.io/9e3syfbzn8/articles/tgtw8up1ff/1725960497710/screenshot-2024-09-10-at-11-15-47-am-1.png)
Find out more information on messaging channels with the link below:
Feeling stuck? Do not fear.
Need assistance? Contact us for support. Help is here!This is the text block that will appear when the button is clicked.
Workspace Settings: Teams
Workspace Settings: Growth Widgets
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