Introduction
The Richpanel integration connects your helpdesk platform with Rep AI, creating a powerful support ecosystem that combines AI efficiency with human expertise. This seamless connection allows your AI assistant to handle routine inquiries while effortlessly transitioning complex issues to your support team, all while maintaining complete conversation context.
Key Benefits
Provide 24/7 customer support even when your team is offline
Reduce support ticket volume by handling routine inquiries with AI
Create seamless handoffs between your AI assistant and Richpanel support team
Maintain full conversation context when transitioning to human agents
Deliver consistent customer experiences across all support channels
How to Connect Richpanel to Rep AI
Log into your Richpanel account
Access your Richpanel dashboard
Navigate to Settings on the left-hand menu
Select "HelloRep" from the list of options
Obtain Your Richpanel API Credentials
Click "Connect HelloRep" in the upper right corner of the Richpanel dashboard
Select your brand from the dropdown menu and click "Add Channel"
In the HelloRep settings panel within Richpanel, locate and copy your "Client ID" and "API Key"
Connect from Rep AI Console
Log into your Rep AI Console at https://app.hellorep.ai/home
Go to Settings → Integrations in your Rep AI Console
Select the "Support" tab or search for "Richpanel" in the search bar
Complete the Connection
Find the Richpanel card in the integrations page
Click the "Connect" button to begin the integration process
In the connection modal, enter your "API Key" and "Client ID" that you obtained from Richpanel
Click "Connect" to authorize the connection
Verify Connection
Once connected, you'll see a green checkmark on the Richpanel integration card
Your Richpanel account is now linked to Rep AI
How the Support Handoff Works
When a customer requests support or encounters an issue that requires human assistance, Rep AI creates a seamless transition to your Richpanel helpdesk:
1. Customer Support Request
The handoff process begins when a customer:
Clicks a "Contact Support" button in the chat
Types a message indicating they need help from a support agent
Asks a question the AI recognizes requires human assistance
2. Customer Information Collection
Before creating a support ticket, the AI will collect essential information:
Email address: Required to create the ticket and for agent follow-up
Name: Helps personalize the support experience
Additional details: The AI may ask about the nature of the issue or request additional context
Phone number: Optional information that may be collected if relevant
3. Ticket Creation in Richpanel
Once the necessary information is collected, a comprehensive support ticket is automatically created in Richpanel containing:
Ticket Header Information:
New Customer Support Request
Customer name and email
Phone number (if provided)
Time spent on website
Session status
AI-Generated Summary:
Topic categorization
Concise summary of the customer's issue
Key highlights from the conversation
Customer Website Activity:
Pages visited
Products viewed
Items added to cart
Complete Conversation History:
Full transcript of the interaction between the customer and AI
Timestamps of messages
All questions asked and responses given
4. Live Chat Transition
If a support agent responds while the customer is still active:
The conversation seamlessly transitions to live chat mode
The customer is notified they're now speaking with a human agent
The agent has full access to the previous conversation history
All messages are synchronized between Richpanel and the customer chat
Your reply within the Richpanel ticket will appear as a live message within the Rep widget on the shopper's end
5. Resolution and Return to AI
Once the support agent resolves the issue:
The agent marks the ticket as resolved in Richpanel
The chat automatically transitions back to AI assistance
The AI can continue to assist with additional questions
The support interaction is documented for future reference
Email Support Follow-up
If the customer has already left your website when an agent responds to their ticket:
Your reply will still be sent to the customer's email address
This ensures that customers always receive a response, whether they're still on your site or have navigated away
The customer can continue the conversation via email or return to your website for further assistance
Troubleshooting
Connection Issues
Authentication Failed: Verify you've entered the correct API Key and Client ID from Richpanel
Permission Errors: Ensure your Richpanel account has the necessary permissions to create an integration
API Errors: Check that your Richpanel API Key is active and hasn't expired
Support Handoff Issues
Tickets Not Creating: Verify the integration is properly connected and authorized
Missing Information: Check that customer data is being collected correctly before handoff
Agent Response Not Appearing: Ensure the integration has appropriate permissions to access conversations
Frequently Asked Questions
Q: How quickly are support tickets created in Richpanel?
A: Support tickets are created immediately after the customer provides the required information, typically within seconds.
Q: Will customers know they're being transferred to a human agent?
A: Yes, customers receive a notification that their request has been sent to your support team, and they'll be informed when a human agent joins the conversation.
Q: Will connecting Rep AI affect my existing Richpanel workflows?
A: No, Rep AI works alongside your existing workflows without disrupting them. It simply adds AI capabilities to your support system.
Q: What happens if a customer requests support outside of business hours?
A: The AI will still collect their information and create a ticket in Richpanel. Your team can then respond when they return, and the customer will receive an email notification of the response.
Q: Can I customize how tickets appear in Richpanel?
A: The basic ticket information and format are standardized, but you can adjust how you process and categorize these tickets within your Richpanel workflows.
Need More Help?
If you're experiencing issues with your Richpanel integration, contact our support team for assistance at support@hellorep.ai. We're here to help you get the most out of your AI assistant and support platform integration.