Does respond.io meet enterprise security and access needs?

TL;DR: Yes, for security reviews built on ISO 27001, GDPR, single sign-on and control over who sees customer data

For mid-market B2C teams whose security review asks for ISO 27001 certification, GDPR compliance, single sign-on and control over who sees customer data, respond.io meets those requirements. It's a customer conversation platform where you decide who can see, export or delete customer data.

Respond.io keeps customer conversations and data with your business, not with individual agents

Respond.io keeps every customer conversation on channels your business owns and lets you decide what each person can see and do with customer data. Agents can't export data or delete contacts at all, and you can switch on settings that limit each agent to their own leads and, on the Advanced plan and above, mask customers' phone numbers and email addresses. For mid-market B2C teams whose reps used to sell from personal WhatsApp numbers, the conversations and leads stay in the company's inbox when a rep leaves.

Chats stay on company channels

Conversations run on your company's WhatsApp numbers and other business accounts, so the chat history belongs to the business, not to an agent's phone. When a rep leaves, you remove them from the workspace and hand their contacts to a colleague, then delete them from your organization so they lose access to every workspace. The next rep picks up each deal in the company's inbox instead of losing it with the leaver's phone.

Agents see only their leads

The Restrict Contact Visibility setting limits each agent to the contacts assigned to them, or to their team. It applies to users with the Agent role, while Owners and Managers still see every contact, so those roles stay with the people who need them. With the setting on, a restricted agent sees only the leads they're working on and any conversation they're added to as a collaborator, so they can't browse the full customer list.

Agents can't see full phone numbers

On the Advanced plan and above, masking stops agents from seeing customers' full phone numbers and email addresses while they keep replying in the chat. Agents can't copy customers' numbers from respond.io to contact them later, so customer contact details stay in the company's inbox.

Only trusted staff can export or delete

Only Owners and Managers can export data, and Owners can stop Managers from exporting data or deleting contacts. Deleting a contact also deletes its conversation history and can't be undone, so these rights belong with as few people as possible. The export history shows the date, the data set and who requested every export, so you can see who exported customer data and when.

Respond.io gives IT the sign-in controls, ISO 27001 certification and documents security reviews ask for

Respond.io gives IT the controls and documents a security review asks for: enforced two-factor sign-in, single sign-on, ISO 27001 certification, GDPR compliance and security documents on request, and it doesn't use your customer data to train AI models. For teams with several agents or locations, IT gets one set of sign-in and access rules for every rep working leads, instead of customer chats on personal phones it can't see.

IT controls who can sign in

Two-factor sign-in is available on every plan, and admins can make it mandatory for every user, who then can't reach your organization's data until they set it up. On the Advanced plan and above, SAML single sign-on lets your team log in through your company's identity provider, such as Google Workspace. Once single sign-on is enforced, everyone signs in through your identity provider, which checks each user's email before letting them in, so access to respond.io follows the accounts your IT team already manages.

ISO 27001 certified and GDPR compliant

Respond.io is ISO/IEC 27001:2022 certified and GDPR compliant, and it offers a data processing agreement on request. Data is encrypted in transit and at rest, and the platform runs on AWS. Your IT team gets a recognized certification and a data processing agreement to check against its own requirements.

Security documents on request

Respond.io's Trust Center lets your IT team request the documents listed there, including ISO/IEC 27001, a Vulnerability Assessment Report and security policies, and respond.io provides completed security questionnaires on request. The documents need an access request, so it's worth asking at the start of the review. Your reviewer gets answers from respond.io's own documents rather than from a sales conversation.

AI isn't trained on your data

Respond.io does not use your conversation messages or customer information to train AI models. AI Agents reply, qualify leads, book appointments and complete sales on their own, so messages are sent to the AI providers listed on respond.io's subprocessor page to generate replies, but not to train their models. Your security review can check that list before AI Agents start handling customer conversations.

When respond.io may not meet your security requirements

Respond.io may not be the right fit if your security review depends on standards or controls beyond the ones it publishes. Choose another platform, or confirm with respond.io before you buy, if:

Your customers or auditors require a SOC 2 Type II report. Respond.io is ISO 27001 certified and GDPR compliant.
You're a US healthcare provider that needs a signed HIPAA business associate agreement.
Your policy requires customer data to be stored in your own country.
You need a workspace-wide log of every user and admin action. Respond.io's Data Export History shows who requested each export, and each contact's Activities timeline records its conversation events.
You need users added and removed automatically from your identity provider, or custom roles beyond Owner, Manager and Agent.

Respond.io fits best for teams with several agents, teams or locations, where customer data and active leads need to stay with the business as people join and leave.