Richpanel updates

BigCommerce Integration Now Available

Manoj, Head Of Engineering — Tue, 17 Mar 2026 12:04:09 -0000

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:

Access Integration Settings – Navigate to Integrations in your Richpanel dashboard
Find BigCommerce – Locate BigCommerce in our integration marketplace under Ecommerce Platforms
Select Your Brand – Choose which brand to connect
Enter Store Hash – Add your BigCommerce store hash (e.g., 'abc123' from store-abc123.mybigcommerce.com)
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
Select Sales Channels – Choose which BigCommerce sales channels you want to sync with Richpanel
Activate Integration – Click "Save & Continue" and your data will start syncing automatically!

💬 Send WhatsApp Templates from the Inbox

Manoj, Head Of Engineering — Tue, 17 Mar 2026 05:38:00 -0000

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

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

🤖 Connect Claude to Your Richpanel Helpdesk

Manoj, Head Of Engineering — Mon, 16 Mar 2026 06:47:53 -0000

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

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

What Can Claude Do?

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
Search & look up — "Find all conversations for [email protected]", "Show me ticket #4521"
Triage & manage — "Show me all open conversations from this week", "Close ticket #4521"
Assign & route — "Assign ticket #4521 to Sarah", "Who's on the support team?"
Reply & collaborate — "Reply saying we've resolved the billing issue", "Add a private note saying we're waiting on the vendor"
Tag & organize — "Tag conversation with billing-issue", "Remove the urgent tag"

Contact [email protected]" target="_blank" rel="noopener noreferrer">[email protected] to enable MCP on your account.

🔌 Custom HTTP Widgets

Manoj, Head Of Engineering — Sat, 14 Mar 2026 12:03:21 -0000

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

Edit your widgets — Click the widget editor icon in the conversation sidebar
Add custom HTTP widget — Click "Add custom HTTP widget" at the top
Select Custom HTTP Widget — Choose it from the available options
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")
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 Integration: ShipInsure — Shipping Protection & Claims

Manoj, Head Of Engineering — Sat, 14 Mar 2026 11:56:02 -0000

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

Edit your widgets — Click the widget editor icon in the conversation sidebar
Add a custom HTTP widget — Click "Add custom HTTP widget" at the top
Select ShipInsure — Choose the ShipInsure widget from the available options
Enter your API Key — Paste your ShipInsure API key (found in your ShipInsure dashboard under Settings → API Keys)
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.

🌐 Custom Domain for Help Center

Manoj, Head Of Engineering — Sat, 14 Mar 2026 10:57:24 -0000

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

Go to Self Service → Helpcenter Domains in the sidebar under Settings
Enter your domain — for example, help.yourbrand.com
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
Click Verify — once your DNS is set up, we'll confirm it and your help center goes live on your domain

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

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 Integration: Okendo Loyalty + Reviews Management

Manoj, Head Of Engineering — Fri, 09 Jan 2026 14:48:51 -0000

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:

Access Integration Settings – Navigate to Integrations in your Richpanel dashboard
Find Okendo – Locate Okendo in our integration marketplace under Ecommerce Apps
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
Configure Review Settings – Choose which reviews should automatically create support tickets (by star rating)
Select Your Store – Choose which Shopify store to connect
Enter Okendo User ID – Add your Okendo credentials (learn how to find your User ID)
Activate Integration – Click "Add Integration" and start managing reviews and viewing loyalty data instantly!

📦 New Integration: Fulfil ERP + Richpanel for Complete Order Visibility

Manoj, Head Of Engineering — Wed, 26 Nov 2025 10:10:07 -0000

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:

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

Nested Inbox Views for Better Organization

Manoj, Head Of Engineering — Wed, 12 Nov 2025 09:28:14 -0000

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:

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

Creating a View in a Category:

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

Visited Pages & Cart Items Visibility for Agents

Manoj, Head Of Engineering — Wed, 12 Nov 2025 09:08:13 -0000

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

Loop Subscriptions + Richpanel for Subscription Management!

Manoj, Head Of Engineering — Wed, 12 Nov 2025 08:58:56 -0000

New Feature

We're pleased to announce that Loop Subscription is now integrated with Richpanel! Access your subscription data directly within your customer conversations for better order and subscription visibility.

✨ What's Now Possible

Complete Subscription Overview – View all customer subscriptions with real-time status, billing cycles, and payment details right in your customer profiles

Subscription Management – Take full control of your customers' subscriptions with powerful tools:

❌ Cancel subscriptions instantly when needed
⏸️ Pause and resume subscriptions with one click
📅 Modify next billing dates to accommodate customer requests
🚀 Process immediate orders for urgent needs

Rich Customer Context – See everything at a glance including:

📊 Subscription frequency and billing cycles
💰 Subscription amount and total value
📦 Shipping addresses
🔄 Number of completed orders per subscription

🚀 Getting Started Is Simple!

Transform your subscription support in minutes:

Generate API Token in Loop – Visit Loop API documentation and create your API token
Access Integration Settings – Navigate to Integrations in your Richpanel dashboard
Find Loop Subscription – Locate Loop Subscription in our integration marketplace
Enter API Credentials – Add your Loop API token
Activate Integration – Click "Add Integration" and watch your subscription data sync automatically!

📊 Configurable CSAT Survey Timing

Manoj, Head Of Engineering — Wed, 12 Nov 2025 08:38:41 -0000

Improvement

CSAT surveys for ticket-like channels were previously sent automatically 12 hours after conversations closed. You can now configure this timing to better suit your workflow.

What's Changed

Customizable Survey Timing – Set when customers receive satisfaction surveys after ticket closure. Choose from:

Immediately
1 hour
6 hours
12 hours (default)
1 day
2 days
7 days

How to Configure

Navigate to Settings → CSAT Configuration and select your preferred timing from the dropdown. The new timing will apply to all future surveys.

🏪 New Integration: Walmart + Richpanel for Seamless Order Management! 🏪

Manoj, Head Of Engineering — Fri, 25 Jul 2025 07:14:13 -0000

New Feature

We're excited to announce that Walmart Marketplace is now integrated with Richpanel! Access your Walmart order data directly within your customer conversations for enhanced support and order visibility.

✨ What's Now Possible

Complete Order Overview – View all Walmart orders with real-time status updates, shipping details, and order totals right in your customer profiles
Rich Customer Context – Access everything you need including:
- 🛍️ Complete order history from Walmart
- 📍 Shipping addresses and customer details
- 💰 Order values and product information
- 🔍 Order numbers for quick reference

🚀 Getting Started Is Simple!

Connect your Walmart store in just a few steps:

Get Your Walmart API Credentials – Visit Walmart Developer Portal to obtain your Client ID and Client Secret
Access Integration Settings – Navigate to Integrations in your Richpanel dashboard
Find Walmart – Locate Walmart in our integration marketplace and click "Add Walmart"
Enter Your Credentials – Fill in the required fields:
- Store Name: Your Walmart store name
- Client ID: Your Walmart Client ID
- Client Secret: Your Walmart Client Secret
- Select Brand: Choose your brand from the dropdown
Activate Integration – Click "Add Integration" and your Walmart orders will start syncing automatically!

Transform your Walmart customer support with complete order visibility, all within your Richpanel conversations. No more switching between platforms – everything you need is now in one place! 🎉

🛒 New Integration: Checkout Champ + Richpanel forSubscription Management! 🛒

Manoj, Head Of Engineering — Mon, 07 Jul 2025 06:26:20 -0000

New Feature

We're pleased to announce that Checkout Champ is now integrated with Richpanel! Access your subscription commerce data directly within your customer conversations for better order and subscription visibility.

✨ What's Now Possible

Complete Subscription Overview – View all customer subscriptions with real-time status, billing cycles, and payment details right in your customer profiles
Subscription Management – Take full control of your customers' subscriptions with powerful tools:
- ❌ Cancel subscriptions instantly when needed
- ⏸️ Pause and resume subscriptions with one click
- 📅 Modify next billing dates to accommodate customer requests
- 🚀 Process immediate orders for urgent needs
Rich Customer Context – See everything at a glance including:
- 📊 Subscription frequency and billing cycles
- 💰 Total customer lifetime value
- 📦 Shipping addresses
- 🔄 Number of completed orders per subscription

🚀 Getting Started Is Simple!

Transform your subscription commerce support in minutes:

Create API User in Checkout Champ – Go to Admin | Users and click the green Add User button:
- Username: Your desired username (this will be your Login ID)
- Access Level: Select 'API User'
- Password: Create a password (avoid using "&" symbol)
- IP Whitelist: Enter "AWS" to whitelist Richpanel's servers
Access Integration Settings – Navigate to Integrations in your Richpanel dashboard
Find Checkout Champ – Locate Checkout Champ in our integration marketplace
Enter API Credentials – Add your Checkout Champ Login ID and Password from step 1
Activate Integration – Click "Add Integration" and watch your data sync automatically!

📞 New Integration: Talkdesk + Richpanel for Unified Call Management! 📞

Manoj, Head Of Engineering — Fri, 04 Jul 2025 16:04:04 -0000

We're excited to announce that Talkdesk is now fully integrated with Richpanel! Bring your call center data directly into your customer conversations for a complete view of every interaction.

✨ What's Now Possible

Complete Call History – View all inbound and outbound calls right in your customer's profile, including duration, timestamps, and call outcomes
Instant Recording Access – Listen to call recordings directly within Richpanel without switching between platforms
Rich Call Context – Access essential call details including:
- 📞 Call direction (inbound/outbound)
- ⏱️ Call duration and timestamps
- 👤 Agent who handled the call
- 📝 Call dispositions and notes
Seamless Workflow – No more tab switching! Everything your agents need is in one unified interface

🚀 Getting Started Is Simple!

Transform your customer support with complete call visibility:

Get OAuth Credentials – Create OAuth credentials in your Talkdesk admin portal
Configure Integration – Set up the custom integration in Talkdesk with our webhook
Enable Automations – Activate automations for all 8 call events
Start Syncing – Watch as call data flows into your Richpanel profiles!

📚 Full setup guides available:

This powerful integration is available now for all Richpanel users with Talkdesk accounts. Unite your call center and support desk today!

🎉 Exciting News: Skio Subscriptions Now Integrated with Richpanel! 🎉

Manoj, Head Of Engineering — Wed, 05 Mar 2025 14:31:00 -0000

We're thrilled to announce the most requested integration: Skio Subscriptions is now seamlessly connected with Richpanel! This powerful collaboration brings subscription management to your fingertips.

✨ What's Now Possible

Complete Subscription Visibility – Get instant access to vital customer subscription details including payment summaries, upcoming billing dates, and real-time subscription status
Effortless Subscription Management – Take control of your customers' subscriptions with intuitive tools right from your Richpanel Inbox
Powerful Management Actions – You can now:
- ❌ Cancel subscriptions when needed
- ⏸️ Pause and unpause subscriptions with a single click
- 📅 Update next billing dates to accommodate your customers
- 🚚 Process orders immediately for those can't-wait moments

Enhanced Customer Profiles – See the complete subscription story for each customer in one place
Lightning-Fast Connection – Link Skio with Richpanel in seconds using a simple API key integration

🚀 Getting Started (It's Super Easy!)

Ready to transform your subscription management experience? Here's how:

Head to the Integrations section in your Richpanel dashboard
Look for Skio in the integration marketplace
Grab your Skio API key and enter it when prompted
Click "Add Integration" and you're all set!

This powerful integration is available right now for all Richpanel users with Skio Subscriptions. Elevate your customer service and subscription management today!

Introducing TikTok Shop Integration 🚀

Manoj, Head Of Engineering — Wed, 12 Feb 2025 08:33:52 -0000

Great news! Richpanel now supports TikTok Shop for US merchants. Manage all your TikTok Shop customer support directly from your Richpanel dashboard.

Why You'll Love It

Handle all TikTok Shop messages in one place
View order details and customer history instantly
Respond & Resolve faster with unified inbox

New Feature

Get Started

Go to Integrations in Richpanel
Select TikTok Shop
Connect your account

Need help? Check our help center or contact your account manager.

Start managing your TikTok Shop support in Richpanel today!

Improvements to our Social Media Moderator AI

Ayesha — Tue, 24 Sep 2024 14:56:00 -0000

Improvement

We’ve launched a series of enhancements to our Social Media Moderator AI, allowing you to manage your social media interactions more efficiently.

What's New?

1. Auto-Hide Comments

Automatically hide comments containing specific keywords, offensive language, or customizable patterns. This feature ensures that inappropriate comments are swiftly managed, maintaining a positive online presence for your brand.

2. Flag Comments for Human Review

Our enhanced moderation allows you to automatically flag certain comments for human review. Easily review and take action on comments that require a more nuanced approach, ensuring accuracy in your social media responses.

3. Auto-Reply with Delayed Response Time

Set up automatic responses to common queries, reducing response time and keeping your audience engaged. You can now add a delay to these replies, simulating a more natural, human-like interaction.

4. Change in Brand Voice

Customize the auto-reply messages to match your brand's voice and tone. With this feature, your automated responses will align with the personality of your brand, providing a consistent customer experience.

Why It's Useful

Improved Moderation: The auto-hide and flagging features help you manage comments more effectively, providing a cleaner, more positive social media presence.
Enhanced Engagement: Use the auto-reply feature to ensure that customers receive timely responses, even during off-hours, enhancing customer satisfaction.
Consistent Branding: Tailor auto-replies to match your brand's unique voice, ensuring all interactions feel personalized and on-brand.

Richpanel Desktop App for Mac and Windows

Harsh — Mon, 16 Sep 2024 15:49:00 -0000

Our desktop app is now available for both Mac and Windows users. It’s designed to be highly efficient, lightweight, and always accessible — just like Slack.

What makes it useful?

Efficient Performance: The app consumes minimal memory, ensuring your system runs smoothly even with multiple apps open.
Easy Access: With the app prominently available on your desktop, you can respond to tickets and manage tasks without a browser.
Consistent Experience: Enjoy the same functionality and features of the web version, but with the convenience of a desktop application.

Download it for MacOS and Windows

Customer Timeline

Harsh — Thu, 01 Aug 2024 15:30:00 -0000

New Feature

We’ve launched the Customer Timeline, allowing you to view all customer interactions, orders, and notes in one place.

What’s New?

Customer Timeline: Easily access a complete view of your customer’s history, including past conversations, orders, and notes — all in one screen.

How is it useful to you?

Faster Insights: Quickly understand the customer’s previous interactions to provide more personalized and efficient support.
Better Context: With all information at your fingertips, you can resolve issues more effectively without switching between screens.
Improved Management: Use the Timeline to select and merge past conversations, ensuring a seamless support process for recurring issues.