Richpanel updates richpanel.com

New Feature

Couldn't be more excited about this release. Mobile app was one of the most requested items by Richpanel customers.

A little secret: we have been using the app personally for over 3 months but we wanted to make it just right before we make it available to you.

Our goal for the app was clear: we will not benchmark or even look at other Helpdesk/CRM apps because at the end of the day people will use Richpanel to message customers.

And Apps like Slack & WhatsApp have set incredibly high expectations from messaging apps. So that’s what we are going to look up to.

I’m not saying we are there but we took the right first step!

Download on iOS

Download on Android

New Feature

You can now use HTTP targets to perform custom actions on external systems.

Example use cases

• Connect your Zapier account
• Generate return labels in one click
• Trigger a survey request when a ticket is closed
• Perform any action on any external system

How to setup your integration?

Go to settings->Integrations->HTTP Targets ->Create new

You may need to add authentication headers depending on the external app. Adding authentication headers lets the external app securely accept requests from Richpanel.

Where all can you use this integration?

1. Agents can fire this from inside the reply box

2. Use this integration inside a macro

3. In automation rules

New Feature

What can you do with this integration?

Send custom surveys after closing each ticket & capture survey response inside the ticket history in Richpanel.

To enable this integration

Head over to Settings -> Integration -> Stella Connect Add your API Key (you can get this from Stella Connect dashboard).

How it works

You'll now be able to trigger custom surveys after a ticket is closed. This trigger will be available in Stella Connect

New Feature

What can you do with this integration?

Merchants can now integrate their Loop Returns Account with Richpanel and create a self-service returns process for customers.

How it works - Example flow

Connecting Loop with Richpanel takes 1-2mins. Simply head over to Settings -> Integrations -> Loop and click add integration.

Step1: Create a flow called "I want to return some items"

Step2: Add a condition "Order was delivered less than 14 days ago"

Step3: Redirect customers to Loop Returns portal

End Result - What customers will see

Customers will be auto-logged in to Loop Returns portal without having to enter order number and email.

New Feature

You can now export conversations to CSV. Simple select a few conversations and use the bulk actions bar to either

• Download selected conversations
• Download all conversations in the view

Done! You'll receive an email with all your contacts in CSV.

New Feature

All new messages will now have a blue-dot indicating they are unread.

Messages will be marked as read on opening them. You can also mark messages as unread using the unread icon in the top conversation bar.

Fix

There are times when activities like assignment, tags, closing and trashing take up most of the conversation screen and distract agents from the more important area - message bubbles.

We have now fixed this by collapsing multiple activity messages into one. You still have the option to expand and see details of each activity. But it's not crowded anymore.

Collapsed state

Expanded state

New Feature

We spoke with a number of support reps to understand what they’d like in their ideal inbox. All our users came up with a lot of interesting ideas.

We were hesitant to make changes since any changes to the inbox means breaking the daily flow for agents. So we have been very deliberate with this launch and released a version of the inbox that is truly customizable to each and everyone’s unique working style.

1 - Columns are now draggable

You can resize the widths of conversation list and customer side bar.

2- Introducing List View

You can now view your inbox in a list view like Gmail.

3- More of each message in preview

You'll now see the subject line and the last message in the message preview.

Improvement

We have revised the email and chat transcripts sent to users. The transcripts are now minimalistic and look more authentic.

New Feature

The much awaited Richpanel & Attentive integration is now live. You can connect Attentive with Richpanel to forward all SMS messages received from a subscriber to your Richpanel account. This allows a customer support agent to reply to customers directly through SMS.

How to connect

Head over to channels -> Attentive -> Follow Setup Instructions

Reply to Attentive messages from Richpanel

You'll also see customer profile and order history populated next t each incoming SMS