Respond release notes Respond release notes buffer.com/respond

New Tag Settings and Options

New

Today we're giving teams more control over tags:

To take advantage of this update head to Settings > Tags where you can:

  • Create – new tags quickly without applying to them to a conversation first.
  • Edit – edit existing tag names and colors (including setting no color at all).
  • Sidebar visibility – choose to hide or show a tag folder in the sidebar. Great for hiding tag folders you're no longer using.
  • Menu visibility – choose to hide or show tags in menus. Great for hiding tags that are automatically applied to conversations and used for reporting only.

We're also changing a few defaults today too:

  • New tags will no longer be assigned a color by default. Instead, you can choose to set a color to give tags even more meaning (and make them easier to spot in lists).
  • New tags will be visible in the folder sidebar as well as in menus by default.

Facebook: likes are here + more room for messages

Improvement

Today we're excited to release two smaller updates to our Facebook integration:

  • Facebook Likes – you can now like a Facebook comment directly from Respond. Go forth and spread the love.
  • Longer private messages – with a recent change to the Facebook API you can now send longer private messages from Respond – from a previously stifling 320 characters per reply to a mow much roomier 640 characters.

There's so much more coming to our Facebook integration too like comment moderation (hiding and deleting inappropriate comments) and support for more interactions like page posts and Facebook groups.

Mute Users, Spam, Move to Folder and Raw Conversation Exports

New

Fresh off a team retreat in Madrid, we're thrilled to be releasing a few much requested features and updates:

  • Mute (block) users – you can now mute users directly from the contact sidebar profile. The current conversation, and any future ones, will automatically land in the all new spam folder. Note that currently this will only affect Respond (we won't modify your respective social profile settings).
  • Move to folder – we've made it easy to quickly organize and triage conversations with a new move to folder option. Easily move conversations from the team inbox to a folder (or back to the team inbox). Much like Gmail, Tags and Folders can be used together, interchangeably or on their own.
  • Raw conversation exports – from the overview report you can now export raw conversations in addition to high level metrics. With raw conversation exports you can see the text content (and much more) of every sent and received item for a given time range. This can be used to review team members sent replies for training or to quickly pull all received conversations with a given tag.

Minor improvements and bug fixes 😘

Improvement

Today we're rolling out a number of small fixes and improvements. Who says great things don't come in tiny releases?

  • Back by popular demand you can now close conversations with the E hotkey (in addition to C). Sometimes convention must prevail. 🙏
  • We fixed a bug that would only ever allow you to insert smile emojis in notes. Go forth and express yourself fully now.
  • Tweets sent back to back from Respond (Tweetstorms™) now thread or chain properly on Twitter (each Tweet sent is now in reply to the previous Tweet sent).
  • We've fixed a small bug that prevented the tab hotkey from un-focusing the composer. You can once again use tab and enter/return hotkeys to focus and un-focus the composer.
  • We've fixed a small bug that caused the character counter not to update correct after changing your signature.
  • Really long thread items now force a line break instead of running off the screen.

📈 New in Reports: Facebook, Drilldowns and an Improved Team Report

New

Today we're thrilled to ship some great new improvements to Reports!

Facebook All reports now include Facebook:

You can easily see things like average time to first reply or overall volume across both Twitter and Facebook, side-by-side, and so much more. We've also updated all of our export options to include this new data from your Facebook conversations. It's a much more comprehensive experience overall.

Drilldowns

We're also rolling out an all new feature for reporting: drilldowns. Curious about a spike in new conversations last Monday? Click on that day in the Overview chart to see a filtered list of conversations created on that day. Want to quickly view all conversations from last month with a specific tag? Set your date range and click on the chosen tag in our pie chart.

Today we're launching 3 one-click drilldowns with more to come:

  • By day – click on any day in the Overview chart to view conversations created on that day.
  • By tag – click on any tag in Overview report to see all conversations w/ the chosen tag in your selected time range.
  • By open status – click on open conversations the Engagement report to quickly spot long open conversations.

Improved Team Reports

Lastly, we've made a few small improvements to our team report including:

  • An all new top row of high level stats
  • A filtered list view that now only shows team members with data for the given time range
  • Facebook data on a granular per team member basis

Minor updates and improvements

Improvement

  • Copied Twitter links now use the full status URL and unfurl nicely in Slack.
  • Small change to translations: original text will always be shown with an option to translate.
  • Agent names for Facebook Message replies are now shown (instead of the Facebook page name)
  • We've removed an extra space that was added to Twitter Invite to DM links.
  • We've fixed a small bug that would prevent some conversations from loading when a connected Facebook page had been removed. 😅

New inbox filter + minor improvements

Improvement

A few small updates for your Monday 😊

  • We've rolled out a new inbox filter option to make it easy to see just Twitter Direct Messages or Facebook Comments for example.
  • We squashed a bug that was adding an extra space to Tweets when using the invite to DM link (thanks David!)
  • We've rolled out new docs for reports. You'll now see quick links to them directly from each report.
  • We now show more of your Facebook pages (up to 250) when connecting a new channel. Users with a ton of pages rejoice 🙌.

Our Slack integration: now more powerful

New

Today we're rolling out a freshly updated Slack integration for Respond 2, with full support for our Facebook integration 🙌.

Your team can now easily stay in sync by sending selected activity directly to Slack. Read more about our Slack integration in our docs.

Facebook Comments have arrived 🙌

New

After an extensive private beta we're thrilled to be rolling out support for Facebook comments to all customers. This new channel makes it easier than ever to engage with your customers across all of your Twitter and Facebook profiles in one place.

To get started head to Settings > Channels and connect a new Facebook page or enable comments for an existing one.

Fresh updates to star 2017 right 🚀

Improvement

We're shaking off our holiday slumber with a bunch of smaller improvements to Respond:

  • Respond now shows a thread count for each conversation. No, nothing like soft silk sheets. Just a quick way to see conversations with lots of activity.
  • A few small emoji fixes. We now add a space after each automatically. It's never been easier to add several in a row.
  • Sometimes a gif is all that's needed. Now you can send gif replies without any other text.
  • adds character counter to FB messages
  • A small bug fix for notifications. Respond will no longer assault your screen with error popups when your session has expired. Phew.

Billing tab update + minor bug fixes 😅

Improvement

  • The billing tab now shows your current plan limits including users, channels and contacts
  • Fixes a bug that might cause the wrong reply accoun to be chosen (Twitter only)
  • Fixes a bug that could prevent you from sending a reply when an existing draft exists

Follow Twitter users + easily copy a link to a tweet

Improvement

Happy Monday! To kick off this week we're releasing a few minor updates and a handful of bug fixes:

  • You can now follow Twitter users directly from Respond. We've added a brand new button in the profile sidebar or you can use the hotkey W ⚡️
  • Each Tweet now includes a new menu item to 'Copy link to Tweet'.
  • We fixed a bug that might prevent users from sending a Twitter reply when it contained a trailing @mention
  • We fixed a bug that could cause the wrong Twitter reply account to be selected
  • Several bug fixes and improvements for keyboard shortcuts

Help Scout Docs integration

New

Today we're shipping a new Help Scout integration. You can now insert links to your most popular support articles in your replies directly from Respond:

See our docs for details.

Reply account switching is here

New

If your team is connecting multiple Twitter accounts you can now choose which account you're replying from on the fly:

We'll choose the best reply account automatically (or use your preferences).

One important note: you'll only be able to change your reply account for Tweets due to the way direct messages and Facebook work.

Search has landed 🔎

New

It's now easier than ever to find a past conversation with a customer. Search by Twitter @username or a customers full name to quickly find conversations across Twitter and Facebook:

November bug fixes and improvements

Improvement

In between all the amazing new stuff we're releasing the team is hard at work on lots of little items like bug fixes and minor improvements. Here's the latest:

  • Inbox is now automatically refreshed to get the latest conversations
  • Our new account switcher is hidden if you've only connected 1 Twitter account
  • Composer now shows a character counter for Facebook private message replies
  • Tag report data can now be exported. Yay!
  • Team member activity can now be exported in bulk
  • Fixes a bug that could allow users to send a blank Twitter reply
  • User emails for invites and login are no longer case-SeNsitivE ;-)
  • Capital letters no longer break emoji picker search 😅
  • Tag folder counts now update your browser tab title
  • Tooltips on composer buttons are now much more reliable
  • Floating note tooltip is now fixed
  • Updating team member roles is now instant
  • You can now undo links added to the composer via our Help Scout Docs integration
  • Auto-assign to me now working much more reliable
  • In Channel settings we now show Facebook page IDs if they exist
  • Improvements to search accuracy

You can now report on your tags ⚡️

Improvement

Your Conversation report will now show you a detailed breakdown of your tag usage:

This works great for conversations you're manually tagging today but is even more powerful when combined with our automations that can tag conversations based on things like phrases, keywords, language and more! And like all reports, you can export this data for further analysis too.

Interested in setting up automations for your team? Shoot us direct message to learn more 😊

View filters, Reply-all and Auto Assignments

New

Today we're shipping a number of small improvements to make things even better in Respond.

View Filters

First up is visibility filters in tag folders. Now you can quickly choose to see everything, only open conversations or only closed conversations:

Reply vs Reply-all

As conversations on Twitter expand you'll often want to include everyone in your reply. Today we've included a new user preference to make this a snap:

Auto-assign On Reply

This new user setting will automatically self-assign any conversations you reply to. That way, when a customer replies it will immediately be routed to your inbox where you can quickly pick up the conversation where you left off and ensure your customers have a great 1:1 experience.

Note: you can also do this on a one-off basis by using the 'Reply + Close + Assign To Me' option in the reply button menu.

Easily spot new conversations and those you've already replied to

New

Today we're rolling out a small improvement to help you easily spot new conversations and those you've already replied to (and are now awaiting a customer reply).

Bug fixes, improvements to tags and user presence

Fix

  • Numerous character counter bug fixes including an odd one with emojis inserted at the start or end of a Tweet reply
  • Several updates to improve the reliability of presence avatars
  • There's now a refresh button to manually fetch the latest conversations and replies...
  • ... and we now refresh your inbox automatically every few minutes too when you're idle. Leave that tab open, baby!
  • Browser tab now shows the number of open conversations in your current inbox
  • Tags folders now only include open conversations in the badge count
  • URLs and @mentions are now proper links in translated Tweets
  • Minor fixes to report tooltip formatting
  • Reply shortcut label fixed - thanks Matt @SamCartApp!

Improvements to tags and reply-all comes to the composer

Improvement

  • Tags are now sorted alphabetically. More great stuff coming to tags soon too ;-)
  • The composer now defaults to reply-all and pre-populates all @mentioned users in the conversation automatically.
  • Various fixes for the composer character counter
  • Reporting tooltips now show proper time units where applicable

Reports: new high level metrics + visual refresh

New

Fresh new reports are here. Key metrics are now displayed on top for quick easy access while everything else has received a nice coat of polish.

Lots of bug fixes and minor improvements

Fix

Today we've released a TON of fixes and minor updates for our lovely customers: 

  • Fixed an issue that prevented users from sending a tweet that ended with an @mention
  • You can now see the status of your connected Twitter accounts in Settings
  • Fixed a bug where updating your profile image would replace the image of your teammates's profile in the online avatars :-D
  • Fixed a small bug that could leave your loading indicator running. Where was it going? 
  • Previous conversations can now be opened in a new tab by cmd/ctrl+clicking
  • Composer now properly selects the reply type based on the last reply (public Tweet or Direct Message)
  • You can now send just an image as a reply to a Tweet or DM
  • Invite to DM links now included in the composer character counter
  • Invite to DM link now toggles instead of adding duplicate links to your composer
  • Green action bar now auto-hides after a few seconds (show when you close or assign a conversation)
  • You can now enlarge DM images again. Sorry about that!
  • Copy / paste and insert bugs have been fixed in the composer
  • Links in notes now open in a new tab

Manage conversations in bulk

New

You can now manage conversations in bulk while in any folder view. Select a few or select all and tag, assign, or close in one fell swoop :-)

Facebook Messenger Beta

New

Today we're excited to start rolling out our Facebook Messenger Beta to a handful of customers. When enabled, you'll begin to see both Twitter and Facebook conversations in your inbox:

No published changelogs yet.

Surely Respond will start publishing changelogs very soon.

Check out our other public changelogs: Buffer, Respond, JSFiddle, Ustream, ViralSweep, StartupThreads, Userlike, Unixstickers, Survicate, Envoy, Gmelius, Coiney, Streamable, Reviewable, Iubenda, HappyFox Chat