Apps & Integrations

Connect the tools your team already runs — Stripe, Shopify, Mailchimp, MailerLite, Jira, and Tracio. Installed apps show live customer data as cards in the Inbox conversation panel, right next to the chat.

Overview#

The app marketplace lives at Settings → Apps. Apps are installed once, for the whole workspace: an admin connects the service with the workspace's own credentials, and every teammate with inbox access sees the resulting card in the conversation panel. Agents never install anything themselves — and AI agents never install anything either.

Workspace-level install

One set of credentials per workspace. Installing, editing, or removing an app affects everyone at once.

Cards in the Inbox

Each installed app draws a card in the conversation panel with live data about the person you are talking to.

No filler

Everything listed in the catalog can be installed today — there is no "coming soon" section. A request tile lets you tell us which service is missing.

Managing apps requires the Install and configure apps permission (included in the Owner and Admin roles by default, and grantable to custom roles). Teammates without it still see the app cards in conversations — they just cannot install or reconfigure anything.

The app catalog#

Six apps are available today:

App	Category	What agents see in the conversation
Stripe	Payments	Subscription and recent payments for the person you are talking to
Shopify	Commerce	Recent orders with payment and fulfilment status
Mailchimp	Marketing	Subscription status, audience, and tags for the person you are talking to
MailerLite	Marketing	Subscription status, groups, and signup date for the person you are talking to
Jira	Issue tracking	Issues linked to this conversation, and one click to raise another
Tracio	Security	Human or bot: Tracio's verdict on the chat-widget visitor

Looking for a plain link into your own back-office? That needs no account and no token, so it lives in Settings → General → Links to your systems instead of the app catalog.

Installing an app#

Open Settings → Apps, pick a tile, and fill in the credentials the app asks for. Each field links to the exact page in the vendor's dashboard where the value is created or found.

Step	Description
1. Review the preview	Before you paste anything, the configuration page shows a sample of the exact card your agents will see — built with invented data, so you know what you are sharing with the workspace before a credential is stored.
2. Enter credentials	Paste the API key or token. Values are trimmed automatically — a trailing space or newline from copy-paste will not break the install.
3. Save & test	Saving stores the configuration; testing the connection makes a real call to the vendor and is what turns the status chip green.

Every app tile carries a status chip that tells you where the installation stands:

Status	Meaning
Not tested	Credentials are stored, but the app has not answered a real request yet.
Connected	The vendor has actually answered — the connection is verified, not just saved.
Needs attention	The vendor rejected the stored credentials (revoked or expired key). Cards stop dialling the vendor until an admin saves or re-tests the app.
Error	Something else failed — see the tooltip.
Disabled	An admin switched the app off. The card disappears from the Inbox without the credentials being deleted.

Credentials & security#

App credentials belong to the workspace, and a few rules keep them safe:

Encrypted at rest. Secret fields (API keys, tokens) are encrypted per-key in storage and are never shown back after saving.
Least privilege where the vendor allows it. Stripe should be connected with a restricted key that can read Customers, Subscriptions, Charges, and Invoices — plus Refunds write access only if agents should refund from a conversation. If you paste a full-access key it still works, but the settings page will advise you to replace it.
Moving a destination re-asks for the secret. Editing a field the credential is bound to — the Shopify store domain, the Jira site URL — requires entering the token again, so a saved credential can never be redirected to a host it was not meant for.
Revoking affects the whole workspace. There is one installation per app per workspace: if you rotate or revoke the key at the vendor, every teammate's card stops working until an admin updates it in Settings → Apps.

App cards in the Inbox#

Once installed, each app appears as a widget in the conversation detail panel of the Inbox. Opening a conversation fetches a live card from the vendor: who this customer is in Stripe, their recent Shopify orders, their newsletter status, the Jira issues linked to the thread, or Tracio's verdict on the visitor. Most cards also link out to the matching record in the vendor's own dashboard — Tracio's verdict lives entirely in the panel.

Cards are honest about having nothing to show. If the customer is not found — or the conversation has no usable identity — the card says so and explains why, instead of rendering an empty box. Responses are cached briefly and rate-budgeted per app, so an open inbox does not burn through the vendor's API limits.

Cards follow verified identity#

Stripe, Shopify, Mailchimp, and MailerLite look the customer up by email address — and only by an address that is actually verified: one covered by the widget's signed identity (identity verification), or the From address of an email-channel conversation. An address a visitor merely typed into the chat is not used for lookups at all — otherwise anyone could type a real customer's email and see their payment history. In that case the card explains that the address is not backed by a verified identity.

Jira and Tracio do not key on email — Jira cards belong to the conversation's linked issues, and Tracio to the widget visitor — so they work even when no verified address exists.

If the conversation's own address finds nothing, Respondo also tries the contact's other known address (for example after a contact merge), and labels the card with the address it used.

What each app shows#

Stripe#

A read-only window into the customer's billing: name, email, account balance, and a copyable customer ID, plus the subscription — status badge, plan, monthly value, and start date — and recent payments with invoice numbers. Refunds are the one optional write: an admin has to switch on Allow refunds from the conversation panel in the app's settings (off by default), the operator needs the Run refunds and cancellations permission, and every refund must be confirmed by typing REFUND — Stripe cannot take a refund back once it is sent.

Shopify#

Read-only recent orders — order number, date, total, payment and fulfilment status — with links to each order and to the customer record in your Shopify admin. Connected with your store domain and an Admin API token from a custom app with read_customers and read_orders scopes.

Mailchimp#

The subscriber as Mailchimp sees them: status badge, audience, tags, engagement, and recent campaign activity (sends, opens, clicks). One action is available: Unsubscribe, for honouring a "stop emailing me" request without leaving the conversation. It is irreversible through the API — Mailchimp only lets a person opt back in through a signup form themselves — so it requires a typed confirmation. Note that Mailchimp API keys are not scoped: the key you connect can read and write everything in the account.

MailerLite#

Subscription status, groups, signup date, engagement, and recent campaign activity. Two actions: Unsubscribe (undoable — MailerLite's API supports re-subscribing) and Resubscribe, for putting someone back on the list at their own request.

Jira#

A two-way link between conversations and Jira Cloud issues. The card lists the issues linked to this conversation with their current status, and offers Create issue (filed in your chosen project, linked automatically) and Link existing / Unlink for issues that already exist. Status changes made in Jira flow back through a webhook: the app's settings page shows a secret webhook address to paste into your Jira site, and the card mirrors the issue's live status from then on. Issues are created as the Atlassian account you connect, and the card sees exactly what that account sees.

Every action run from the panel is gated by role permissions — Use app actions for unsubscribe, resubscribe, and Jira issues, and Run refunds and cancellations for refunds. Where an app also offers a workspace-level capability toggle — today that is Stripe's Allow refunds from the conversation panel — the toggle decides whether the capability exists at all, and switching it off blocks everyone, including the workspace owner.

Tracio: human or bot#

Tracio answers one question about a chat-widget visitor: is this a human or a bot? Installing the app enables Tracio's detection SDK inside your Respondo chat widget — new widget conversations get a verdict automatically, shown as a chip on the Tracio card in the conversation panel.

Chip	Meaning
Human	Tracio's server-side check found no bot signals for this visitor.
Bot · 93%	Bot detected, with Tracio's confidence. The card also lists the signals behind the verdict.
Unchecked	Tracio's server-side check is unavailable right now — the card falls back to the browser-reported verdict and says so.
Forged ID	The visitor ID the browser sent is unknown to Tracio — the claim looks forged.

Two keys are connected: a public key that activates the SDK in the widget, and a secret Data API key used for the server-side check of the verdict. Without the server-side check, a browser's "not a bot" claim cannot be trusted on its own — and when the browser's claim disagrees with the server verdict, the card shows both.

Tracio works only for chat-widget conversations. Email, Telegram, and other channels have no visitor to inspect, so their Tracio card explains there is nothing to check. A missing verdict is not suspicion: ad blockers cut the SDK for real humans all the time, and older conversations started before Tracio was connected have no verdict either.

The Tracio SDK fingerprints your site's visitors. Obtaining visitor consent (via your CMP / cookie banner) is your responsibility as the site owner.

Limitations#

Stripe and Shopify cards are read-only — the only write anywhere in the Stripe app is the optional, explicitly enabled refund action.
Email-keyed apps (Stripe, Shopify, Mailchimp, MailerLite) need a verified email address. Conversations from anonymous widget visitors or channels without an address show an honest "nothing to look up" card.
Jira support covers Jira Cloud only.
Mailchimp offers no resubscribe: once unsubscribed, only the person themselves can opt back in through a signup form. Use MailerLite's resubscribe if that flow matters to you.
Tracio verdicts exist only for widget conversations with the SDK loaded — never for email or messenger channels.