Help Center

Click Sign up on rspond.id and enter your full name, email, and a password (at least 8 characters). We send a confirmation email — open the link to activate your account. Once you're in, create your first workspace, for example named after your store or business.

A workspace is where your channels, bots, and team live. Invite teammates from Settings → Workspace → Invite a teammate; they get an email with a link to join. Roles are Owner (full control), Admin (manages channels, bots, broadcasts, members, and billing), and Staff (replies to customers in Chat). Seats are counted once per workspace, not per channel. Need more seats? An owner or admin can add extra seats in Billing (prorated for the rest of the period).

A new workspace opens the Get started guide with three steps: connect a channel, create a bot (AI Agent or menu chatbot), then send a test message from your own phone. You can connect the channels in your plan: WhatsApp, Instagram, Telegram, LINE, Web Chat for your website, Email, or API for your own system. You can leave the guide and pick it up again any time.

Once your WhatsApp plan is active, open Channels → Connect WhatsApp and follow Meta's Embedded Signup. Rspond connects directly to the WhatsApp Cloud API, so your number and WhatsApp Business Account (WABA) stay yours. Use a number that isn't registered in the WhatsApp or WhatsApp Business app — once connected, it can no longer be used in the WhatsApp app on a phone. Already on the WhatsApp Business app and want to keep it? Choose "Connect & keep using WhatsApp Business" (Coexistence): one-to-one chats come into Rspond while the phone app keeps working — groups included.

You can, without moving the number. Prepare a personal Facebook account (to sign in to Meta), a website or business Facebook Page (Meta asks for a website address), and the latest WhatsApp Business app on your phone. Then in Rspond open Channels → WhatsApp → Connect & keep using WhatsApp Business and confirm from the app on your phone. The illustrated guide, with links for creating the account and Facebook Page, is below.

Once your Instagram plan is active, open Channels → Connect Instagram, log in with Instagram, and authorize the Instagram Business account you want to serve. No Facebook Page is needed. Incoming DMs show up in Chat and are answered by your bot.

In Telegram, open @BotFather, send /newbot, and copy the bot token it gives you. In Rspond, open Channels, paste the token into the Bot token field, and click Connect Telegram (your Telegram plan must be active). There's no business verification and no per-message fee from Telegram.

Once LINE is in your plan: enable the Messaging API in LINE Official Account Manager, then in LINE Developers Console copy the Channel secret and issue a long-lived Channel access token. In Rspond open Channels → LINE, paste both, and click Connect LINE — the webhook URL is set for you. In LINE OA Manager turn Webhook on and turn Auto-response and Greeting message off. Quick replies (within a few minutes) use LINE's free reply messages; replies sent later count toward your LINE OA plan's monthly message quota.

Open Channels → Web Chat → Enable Web Chat, then copy the one-line script and paste it before </body> on every page of your site. The same bot starts serving visitors right away. Web Chat is a plan channel like the others: pick it as your plan's main channel or add it as an extra channel in Billing; the AI reply quota is shared with your other channels.

Once Email is in your plan, open Channels → Email → Create email address. Rspond creates a dedicated address for your shop. Use it as your customer service email, or forward your existing support inbox to it. Customer emails land in Chat and are answered by your bot/AI or team; replies go back by email from the same address, in the customer's thread. Auto-replies and newsletters are stored but not answered by the bot. Email can't be used for broadcasts.

Yes, with the Channel API — for your shop app, a website with its own chat UI, or Zapier/Make/n8n. Once API is in your plan, open Channels → API → Create API connection and keep the Channel secret (shown once). Your server sends user messages to the listed endpoint and can message users first (e.g. an order-shipped notice); bot/AI/team replies go to your webhook or are fetched by polling. Guide & code samples: rspond.id/help/channel-api.

Enter your website's domain, e.g. yourstore.com (subdomains are included; separate several domains with commas). The widget then only works on those domains, so nobody can put your widget on their site and use up your AI quota. Leaving it empty lets the widget work anywhere — not recommended.

A Chatbot follows the flow you design — buttons, menus, and questions — so its answers are always the same and fully predictable. The AI Agent understands free-form questions, answers from your knowledge base, and hands over to your team when unsure. You can switch modes any time in Bots → choose a bot → Setup, and it applies to every channel the bot is deployed on.

Open Bots → choose a bot → Chatbot flows → New flow, then start from a ready-made template or a blank flow. Arrange nodes such as Message, Question, Choice, Condition, Business hours, and To human on the canvas, and set its trigger keywords. Test it in the simulator before saving.

Open Bots → choose a bot → AI & knowledge, then upload PDF, DOCX, TXT, or MD files, or paste text directly (FAQs, policies, product info). Documents are processed before they're ready; you can view what the AI reads, rename, or delete them any time. The AI Agent only answers from the information you provide.

In Bots → choose a bot → AI & knowledge, fill in Personality & rules: how the AI speaks and what it must not do. Turn on automatic handoff so conversations go to your team when the AI isn't sure, instead of guessing. Choose which channels the bot answers on from the Setup tab.

Both live in Bots → Workspace AI controls and apply to every bot. Quick info: up to 5 active notes (300 characters max) such as today's promo or closing early — the AI reads them on every reply and prefers them over the knowledge base; set an expiry so they disappear on their own. The emergency pause stops every AI reply for 30 minutes, 1 hour, 3 hours, or until resumed; new chats go straight to your team. Only owners and admins can change them.

Every AI Agent plan has an AI reply quota per period; you can see usage in Billing, and the bar changes color from 80%. When the quota runs out, new conversations are routed to your staff automatically. Buy an AI reply top-up in Billing to add AI reply quota to your workspace (shared by all channels) for the current period, without changing plans — priced at the Custom plan rate per 1,000 replies.

Open Chat, pick the conversation, and click Take over — the bot stops replying while your team holds the chat. Sending a reply while the bot is handling it also takes over automatically. When you're done, click Return to bot so the bot answers again.

WhatsApp messages are free only within 24 hours of the customer's last message, and Rspond never sends paid WhatsApp templates — so you pay Meta nothing. Outside that window the reply box is locked until the customer writes again; every new customer message restarts the 24-hour window. Broadcasts also only go to contacts whose window is still open.

Message templates are ready-made texts — greetings, opening hours, bank details — your team inserts in Chat and Broadcast. They're sent as normal messages inside the 24-hour window, so they're free and never submitted to Meta. Owners and admins manage them in the Templates menu; every member can use them.

When the bot hands a chat to your team, Rspond can assign it in turn to a seated staff member who is online and not set to Away. You can also pick a staff member manually with Assign in the chat header. The assigned staff member gets a notification in the mobile app.

In the Rspond mobile app, tap your status in the Chats tab header (or open the Account tab) and choose Away. While Away, new chats and tickets aren't assigned to you automatically and your phone stays silent, but you can still open and reply to chats. Switch back to Online when you're ready.

Open Settings → Business hours to set your weekly schedule, time zone, holidays, and a “we're closed” message. Choose whether the bot keeps answering (the closed message is sent only when a chat needs your team) or everything stops (the bot stays silent and the chat waits in your team's queue). The closed message is sent at most once every 12 hours per chat.

Turn it on in Settings → Satisfaction survey (CSAT). After your team clicks Return to bot, the customer is asked to rate 1–5 — only for chats your team actually replied to and while the reply window is still open. Results (score, distribution, comments, and CSAT per staff member) appear in Reports.

Open the conversation in Chat and click Labels in the chat header (in the mobile app: the ⋯ menu → Labels). Type a new label or pick one you've used before — up to 10 labels per chat, e.g. #complaint or #wholesale. Filter the chat list by tapping a label above the list. Owners and admins can color, rename, merge, delete, or turn off labels for the whole workspace in Settings → Conversation labels; chats per label show in Reports.

In the chat header, click Snooze and pick 1 hour, 3 hours, Tomorrow 9:00, Next Monday 9:00, or Pick a time… for your own date & time (WIB, up to 30 days). The chat moves to the Snoozed tab and returns to the active list when the time comes — or sooner if the customer writes again. When the snooze ends, the staff member holding the chat (or whoever snoozed it) gets a notification in the mobile app. To cancel, open Snooze → Cancel snooze.

On the web, hover over the message and click the arrow icon Reply to this message; in the mobile app, long-press the message. The quoted message appears above the reply box and can be cleared before sending. On WhatsApp, Instagram, and Telegram the customer sees your reply attached to the quoted message.

Click the magnifier icon in the chat header and type at least 2 letters. Messages that don't match are dimmed, and the results list also includes older messages that aren't loaded yet — click a result to jump to it.

Yes, on WhatsApp, Instagram, and Telegram: while you type a reply (not an internal note), the customer sees a typing indicator. On WhatsApp this also marks their last message as read (blue ticks).

Yes. The bell in the sidebar (top right on phones) shows the same updates as the app's Activity tab — chats needing the team, assignments, new messages, reply windows, tickets, and ended snoozes. Click one to open the chat. Choose Turn on browser notifications in that panel so your computer alerts you when the Rspond tab isn't in view.

Yes. In Chat press J / K for the next/previous chat, R to write a reply, E to resolve, S to snooze, L for labels, F to search the chat, and / to search conversations. Press ? to see the list. Shortcuts are off while you're typing.

The most complete plan: everything in AI Customer Service and Product Selling (AI answers from your knowledge base and catalog, takes orders in chat) plus tickets. The Business plan: 2,000 AI replies, 2,000 contacts, 300 MB KB, 1,000 tickets per month, and 3 seats. Need more? The Custom plan starts from Business, then you add contacts, AI replies, and tickets in steps of 1,000. Complaints become numbered tickets with an SLA, category, assignment, and reports, managed in the Tickets menu and the mobile app.

The AI Agent can create tickets straight from chat (turn on Create tickets from chat in the AI Agent settings), your team can create one from a conversation, or you can add one by hand with New ticket. In a chatbot, the Create ticket node opens a ticket from the flow. Track everything in Tickets as a list or a board, with a live SLA countdown.

No. Buyers pay directly to your store's bank account, QRIS, or cash on delivery — Rspond never holds or passes on your buyers' funds. Set your options in Orders → Settings → Payment methods; the AI Agent offers them at checkout and sends your account number with the exact amount.

Bank transfer and QRIS orders wait until an owner or admin clicks Confirm paid in the order details (Orders menu), after checking the money has actually arrived. Payment proof photos the customer sent in chat appear there too. Cash-on-delivery orders can be processed right away.

Open Products to add items one by one (photo, price, promo, stock, variants) or import them from CSV. Your team can share products straight from Chat, and the AI Agent uses them when taking orders.

One plan per workspace, including 1 channel of your choice; each extra channel is a monthly add-on and quotas are shared. Pick a product: Chatbot (your own flows, no AI), AI Agent for Customer Service (AI answers from your knowledge base and catalog), AI Agent for Product Selling (plus cart and orders in chat), or AI Agent for Ticketing System (tickets with SLAs). Each has Starter, Business, and Custom (set your own contacts and AI replies). Pay every 30 days or yearly (2 months free; quotas still renew every 30 days); 2 seats included (Ticketing 3).

Yes. Click Renew for 30 days in Billing — the new period starts after the current one, so no days are lost. Moving up on the same channel (e.g. to Product Selling, Ticketing, or more Custom quota) starts right away via Upgrade now: pay the price difference for the days left (minimum Rp10,000); your end date stays the same. A cheaper plan starts with the next period. Reminders go out 7, 3, and 1 day before a plan ends.

Plan and top-up payments are processed by DOKU; only owners and admins can pay. After clicking pay in Billing, you're taken to DOKU's payment page to choose from the methods available there. The plan activates automatically a few seconds after payment is confirmed — reload Billing if it hasn't yet.

Incoming messages still show up in Chat and your team can still reply, but the chatbot and AI Agent stop replying until the plan is renewed. You can renew any time from Billing.

Yes. The Rspond app for Android is available now, and the iOS version is on its way. Sign in with the same Rspond account to reply to chats, take over from the bot, assign chats, and manage tickets right from your phone.

The app alerts you when a customer needs your team and no staff member is online, when a chat or ticket is assigned to you, when a new message arrives in a chat you hold, one hour before a 24-hour reply window closes, and when a snoozed chat comes back. Choose notification types, message previews, and quiet hours in the Account tab. Stay quiet while I'm on the web keeps your phone silent while you have rspond.id open.

Open the Account tab → Tools → App lock. Once on, the app asks for your fingerprint, face, or phone screen PIN/pattern when you reopen it. It can only be turned on if your phone already uses a screen lock. On some Android phones face unlock isn't available to apps, so you'll be asked for your PIN or pattern instead.

Most updates arrive on their own: the app downloads them quietly and shows A new version is ready. Tap to reload. If you ignore it, the update is applied when you return to the app after at least 10 minutes away. The update code in use is shown at the bottom of the Account tab, next to the version number. Larger updates still come through the app store.

Open Settings → Security → Two-step verification (email code) and turn it on for your account. After entering your password, you're asked for a 6-digit code we email you (valid for 10 minutes). Owners and admins can also require it for every member of the workspace, including in the mobile app.

Open Settings → Security → Authenticator app (2FA) and click Turn on. Scan the QR code with Google Authenticator or Microsoft Authenticator (or type the secret key), then enter the 6-digit code it shows. From then on, every sign-in — on the web and in the app — asks for a code from that app, and email codes are skipped. The owner can turn on Require 2FA for owners & admins; anyone without it is guided to set it up at sign-in. Lost your phone? Contact Rspond support to reset 2FA.

On the sign-in page, click Forgot password?, enter your account email, and open the link we send to create a new password. If you're signed in, you can also change it in Settings → Security. Worried someone else is using your account? Use Sign out everywhere in the same section.

On the web, open Settings → Security → Delete account; in the mobile app, open the Account tab → Delete account. You'll get a confirmation email, and our team deletes your account and personal data within 30 days. Workspaces you own need to be handed over to another admin first — otherwise they're deleted too.

Yes. Owners and admins can download every message in the workspace as a CSV from Settings → Data → Export conversations (CSV), and the contact list from the Contacts menu. These files contain your customers' personal data, so store them safely.

An owner or admin creates a key in Settings → Integrations → API keys, with Read only or Read & write access. The full key is shown only once — keep it on your server, never in a website or app people can download. The base URL is https://rspond.id/api/v1 with a limit of 120 requests per minute per key; copy-ready examples are in the API guide on the same page.

In Integrations → Webhooks, register your HTTPS URL and choose the events you want (messages, contacts, handoffs, orders, tickets, CSAT). Every delivery is signed with the Rspond-Signature header (HMAC-SHA256) so you can verify it, and failed deliveries are retried automatically. Guides for Zapier, Google Sheets, and POS systems are on that page.