Richpanel updates richpanel.com

New Feature

We're pleased to announce that BigCommerce is now integrated with Richpanel! Sync your orders and shipments directly within your customer conversations for complete customer
visibility across all your sales channels.

✨ What's Now Possible

Sync Orders and Shipments – Access all order and shipment data from BigCommerce right in your customer profiles

Multi-Channel Support – Choose which BigCommerce sales channels to sync with Richpanel:

• Storefront
• eBay
• Other marketplaces configured in BigCommerce

Real-Time Updates – Stay current with automatic syncing of order status, shipment tracking, and customer information

🚀 Getting Started Is Simple!

Connect your BigCommerce store in just a few steps:

1. Access Integration Settings – Navigate to Integrations in your Richpanel dashboard
2. Find BigCommerce – Locate BigCommerce in our integration marketplace under Ecommerce Platforms
3. Select Your Brand – Choose which brand to connect
4. Enter Store Hash – Add your BigCommerce store hash (e.g., 'abc123' from store-abc123.mybigcommerce.com)
5. Create & Enter Access Token – You'll need a Personal Access Token from BigCommerce. To create one:
   
   • Log in to your BigCommerce admin panel
   • Go to Settings > API > Store-level API accounts
   • Click Create API Account
   • Copy the generated Access Token and paste it into Richpanel
   • Learn how to create a BigCommerce API account
6. Select Sales Channels – Choose which BigCommerce sales channels you want to sync with Richpanel
7. Activate Integration – Click "Save & Continue" and your data will start syncing automatically!

New Feature

What's New

You can now send pre-approved WhatsApp template messages directly from the conversation reply box

When to Use

• When the 24-hour WhatsApp reply window has expired and you can no longer send free-form messages
• When you want to send a pre-approved message like an order update, shipping notification, or promotional offer

How to Send

1. Click the WhatsApp icon in the reply box toolbar, or click "Send a template message" when the reply window has expired
2. Select a template from the list
3. Fill in the required details (e.g. customer name, order number)
4. Preview the message and click Send Template

Good to Know

• Use the search bar to quickly find templates by name
• Click the sync button to refresh your template list if new templates were recently approved
• Marketing and Utility templates may incur additional charges from Meta

New Feature

Connect Claude directly to your Richpanel helpdesk using the Model Context Protocol (MCP). Claude gets secure access to your analytics, conversations, agents, tags, and more.

🚀 How to Set It Up

1. Open the Claude sidebar and click the Connectors icon
2. Click + Add custom connector
3. Enter the details:
   • Name: Richpanel
   • URL: https://mcp.richpanel.com/mcp
4. Follow the sign-in flow to connect your Richpanel account
5. Done — Richpanel will appear under your connected connectors

What Can Claude Do?

1. Analyze performance

   • What's our average first response time this month?
   • How many new conversations did we get last week, broken down by channel?
   • Which agents handled the most tickets?
   • Show me CSAT trends for the last 3 months

2. Search & look up — "Find all conversations for [email protected]", "Show me ticket #4521"

3. Triage & manage — "Show me all open conversations from this week", "Close ticket #4521"

4. Assign & route — "Assign ticket #4521 to Sarah", "Who's on the support team?"

5. Reply & collaborate — "Reply saying we've resolved the billing issue", "Add a private note saying we're waiting on the vendor"

6. Tag & organize — "Tag conversation with billing-issue", "Remove the urgent tag"

   Contact [email protected] to enable MCP on your account.

New Feature

Build your own sidebar widgets that pull data from any API. Connect your internal tools, CRMs, loyalty programs, or any service with an API — and display the data right inside the conversation sidebar.

• Connect any REST API endpoint
• Use customer variables like {{customer.email}} and {{customer.phone}} in your API URL
• Design how the data appears in the sidebar
• Add action buttons that trigger API calls
• Test your API connection before saving

🚀 How to Create One

1. Edit your widgets — Click the widget editor icon in the conversation sidebar

2. Add custom HTTP widget — Click "Add custom HTTP widget" at the top

3. Select Custom HTTP Widget — Choose it from the available options

4. Configure in 3 steps:

   Step 1 — Data Source

   • Give your widget a name (e.g., "Loyalty Program")
   • Enter your API URL — use {{customer.email}} or {{customer.phone}} to pass customer data
   • Choose HTTP method (GET, POST, etc.)
   • Add any headers your API requires (auth tokens, API keys)
   • Click Test API to verify it works

   Step 2 — Design Widget

   • Map the API response fields to your widget layout
   • Choose what data to display and how

   Step 3 — Actions

   • Add buttons that trigger actions via API calls (e.g., "Apply discount", "Reset password")

5. Save Widget — Your custom widget will now appear in the conversation sidebar

Use Cases

• Loyalty programs — Show points balance, tier status, rewards
• Internal CRM — Display custom customer data from your own systems
• Subscription platforms — View and manage subscription details
• Shipping providers — Track packages from any carrier
• Any tool with an API — If it has an endpoint, you can build a widget for it

New Feature

ShipInsure is now available as a widget in your helpdesk. View shipping protection and claim status for customer orders — right inside the conversation, without switching tabs.

• See if an order is protected by ShipInsure
• Check claim status instantly
• File claims directly from the helpdesk
• View full order and claim details in one place

🚀 How to Set It Up

1. Edit your widgets — Click the widget editor icon in the conversation sidebar

2. Add a custom HTTP widget — Click "Add custom HTTP widget" at the top

3. Select ShipInsure — Choose the ShipInsure widget from the available options

4. Enter your API Key — Paste your ShipInsure API key (found in your ShipInsure dashboard under Settings → API Keys)

5. Save — That's it! ShipInsure data will now appear in your conversation sidebar for every order.

What You'll See

Once connected, the ShipInsure widget shows:

• Order Name & Order Date
• ShipInsure ID
• Protection Status — whether the order is covered
• Claim Status — whether a claim has been filed
• File a Claim — quick action to initiate a claim
• Order Info & Claim Details — full breakdown

All visible right in the conversation sidebar while you're helping the customer.

New Feature

Your help center no longer has to live on a customerdesk.io subdomain. You can now use your own domain — like help.yourbrand.com — so your customers see a URL that matches your brand.

• Use any domain or subdomain you own
• SSL is set up automatically — no extra steps
• Works independently for each brand

🚀 How to Set It Up

1. Go to Self Service → Helpcenter Domains in the sidebar under Settings

2. Enter your domain — for example, help.yourbrand.com

3. Add a DNS record — we'll show you exactly what to add. It's one CNAME record:

   Type	Name	Value
   CNAME	help.yourbrand.com	cxhelpcenter.richpanel.com

4. Click Verify — once your DNS is set up, we'll confirm it and your help center goes live on your domain

That's it. DNS changes can take up to 48 hours to propagate, but it's usually much faster.

You can manage, change, or remove your custom domain anytime from Self Service → Helpcenter Domains or from Settings → Brands.

New Feature

We're excited to announce that Okendo is now integrated with Richpanel! Manage customer reviews and view loyalty program data directly within your helpdesk for a complete picture of your customer relationships.

Loyalty Program Visibility – View customer loyalty points balance and VIP tier status right in the customer profile section

Reviews as Support Tickets – Automatically convert Okendo reviews into Richpanel tickets for streamlined review management

Complete Review Management – Take action on reviews without leaving your helpdesk:

• Publish/Accept reviews to make them live
• Reject/Hide reviews that don't meet your guidelines
• Add public replies visible to all customers
• Send private replies directly to the reviewer

Smart Ticket Creation – Configure which reviews automatically create tickets (e.g., 3-star ratings and below) so you can prioritize reaching out to customers who need attention

🚀 Getting Started Is Simple!

Connect your Okendo account in just a few steps:

1. Access Integration Settings – Navigate to Integrations in your Richpanel dashboard
2. Find Okendo – Locate Okendo in our integration marketplace under Ecommerce Apps
3. Enable Features – Toggle on the features you want to use:
   • Enable Reviews – Create tickets from Okendo reviews
   • Enable Loyalty Points – Show customer points balance and VIP tier
4. Configure Review Settings – Choose which reviews should automatically create support tickets (by star rating)
5. Select Your Store – Choose which Shopify store to connect
6. Enter Okendo User ID – Add your Okendo credentials (learn how to find your User ID)
7. Activate Integration – Click "Add Integration" and start managing reviews and viewing loyalty data instantly!

New Feature

We're pleased to announce that Fulfil ERP is now integrated with Richpanel! Sync your orders and shipments directly within your customer conversations for complete customer visibility across all your sales channels.

✨ What's Now Possible

Sync Orders and Shipments – Access all order and shipment data from Fulfil ERP right in your customer profiles

Multi-Channel Support – Choose which Fulfil sales channels to sync with Richpanel:

• Walmart
• Ebay
• Amazon
• Manual orders

Real-Time Updates – Stay current with automatic syncing of order status, shipment tracking, and customer information

🚀 Getting Started Is Simple!

Connect your Fulfil ERP account in just a few steps:

1. Access Integration Settings – Navigate to Integrations in your Richpanel dashboard
2. Find Fulfil ERP – Locate Fulfil ERP in our integration marketplace under Ecommerce Platforms
3. Select Your Brand – Choose which brand to connect
4. Enter Workspace Name – Add your Fulfil workspace (e.g., 'mycompany' from mycompany.fulfil.io)
5. Authorize Connection – You'll be redirected to Fulfil to authorize the integration
6. Select Sales Channels – Choose which Fulfil sales channels you want to sync with Richpanel
7. Activate Integration – Click "Save & Continue" and your data will start syncing automatically!

New Feature

Organize your inbox with nested views using custom categories. Create a hierarchical structure to group related views together, making it easier to navigate and manage conversations at scale.

What's New

Custom Categories – Create categories to group related views under a single parent folder

Nested View Structure – Organize views hierarchically with:

• Parent categories to group similar views
• Multiple child views under each category
• Collapsible sections for cleaner navigation
• Custom icons and names for easy identification

Flexible Visibility – Control who can see each category and view:

• Everyone – Visible to all team members
• Only me – Private to your account
• Shared – Visible to specific team members

How to Use

Creating a Category:

1. Click the "+" icon next to "VIEWS" in your sidebar
2. Select "Create category"
3. Enter a category name (e.g., "Tier 1", "Tier 2")
4. Choose visibility settings
5. Optionally select a parent category to create nested levels
6. Click "Save"

Creating a View in a Category:

1. Click the "+" icon next to "VIEWS" in your sidebar
2. Select "Create view"
3. Name your view and choose an icon
4. Select the category where this view should appear
5. Configure filters (channels, brands, topics, etc.)
6. Click "Save"

Why This Matters

Better Organization – Group related views logically instead of having a flat list

Scalability – Manage dozens of views without cluttering your sidebar

Team Collaboration – Share category structures with your team for consistent organization

Faster Navigation – Collapse categories you're not using and quickly access what you need

New Feature

Agents can now see which pages customers visited and what items they have in their cart when customers initiate chat or submit a contact form. This context helps agents provide more relevant and personalized support from the very first message.

What's New

Visited Pages Tracking – View a complete list of pages the customer browsed before reaching out, including:

• Page titles and URLs
• Timestamp of each visit
• Browsing sequence to understand the customer journey

Cart Items Display – See what products customers are considering, helping agents:

• Proactively address product questions
• Offer relevant recommendations
• Assist with checkout issues
• Identify abandoned cart opportunities

How It Works

This information automatically appears in the conversation sidebar when a customer starts a chat or submits a contact form. No additional setup required – it works out of the box for all web-based conversations.

Where to Find It

Look for the "Visited Pages" section in the right sidebar of any customer conversation. The information updates in real-time as customers browse your site during active chat sessions.

Why This Matters

Better Context – Understand what customers are looking for before they even ask

Faster Resolution – Answer questions more accurately with full browsing context

Personalized Support – Tailor responses based on customer interests and behavior

Increased Conversions – Help customers complete purchases by addressing concerns proactively