If you use Richpanel as your helpdesk platform, integrating it with Rep streamlines communication with shoppers who need human assistance. When enabled, the integration automatically creates a ticket in Richpanel whenever a shopper requests human support through the Rep widget.
This guide covers how the Rep x Richpanel integration works and how to connect your Richpanel account to Rep.
Understand how the Richpanel integration works
When a shopper requests human assistance in the conversation in the Rep widget, Rep will gather the shopper's contact details and send you a notification email. This email contains a summary and transcript of the conversation so far, as well as the contact information provided by the shopper. When the Richpanel integration is enabled, the notification email will appear as a new ticket in Richpanel.
If you reply while the shopper is still on your website:
- The conversation will turn into a real-time live chat. In other words, your reply within the Richpanel ticket will appear as a live message within the Rep widget on the shopper’s end. You can then continue conversing with the shopper within the ticket interface in Richpanel.
If the shopper has already left your website:
- Your reply will still be sent to the shopper's email address. This setup ensures that you can respond immediately or at a later time, as you prefer, knowing your messages will always reach the shopper.
Connect your Richpanel account to Rep
- Log into your Richpanel account.
- Navigate to Settings on the left, then HelloRep.
- Click Connect HelloRep in the upper right corner, then select your brand and click Add Channel.
- In the HelloRep settings panel within Richpanel, copy the Client ID and API Key.
- Log into the Rep console at the following link: https://app.hellorep.ai/home
- In the left-hand menu, navigate to Settings > Integrations.
- On the Integrations page, select the Support tab at the top, then locate the Richpanel card and click Connect.
- In the Connect to Richpanel pop-up modal, enter your Client ID and API Key you obtained previously from the Richpanel account, then click Connect.
Need help or advice? Reach out to us at: support@hellorep.ai