Find your fit
Who it is for
The strongest fit is an online store or subscription brand whose agents repeatedly answer order, delivery, return and account questions across several channels. Putting order history beside a conversation can help an agent judge the next step without switching tools, if the store's commerce systems are connected correctly.
A team replacing another help desk should inventory channels, customer data and old ticket fields before discussing migration. Richpanel describes moving history, macros, tags, routing and SLAs while the current help desk remains available until cutover approval; verify a sample migration rather than assuming every field survives.
The work it supports
Core capabilities
The agent workspace combines conversations from the merchant's connected channels and shows customer, order and app context beside the reply. Live chat can bring a website visitor into the same support operation. The exact channel mix and telephony connections should be confirmed for the team's existing stack.
Assignment rules and workflows can filter spam, tag and route requests, and notify the right team. Macros, private notes, roles and custom fields provide a repeatable human process. A pilot should include the team's real escalation and handoff cases, not just a simple order-status email.
Richpanel lists reports for support activity, team performance, customer satisfaction and revenue attributed to support. Decide which of these measures can be trusted from connected order data and which require a separate business definition before using them to compare agents or programs.
AI can first draft a reply and a proposed action for an agent to approve. Teams can later choose which actions, such as an order lookup, run without approval and which, such as a refund or order change, wait for a person. Missing policy instructions can route a conversation back to the human queue with context.
The vendor describes a QA tool that checks closed conversations and groups potential misses for review. That is a workflow to test, not proof of any automation or accuracy rate. Run past tickets through the configured policies and inspect wrong answers, exceptions and the approval trail before allowing live actions.
A customer-facing portal can expose order tracking and eligible self-service actions, while a separate returns workflow adds a branded portal and exchanges. These actions depend on merchant rules, connected commerce systems and module scope; check a real sample order and exception path before relying on them.
Understand the offer
Pricing and getting started
Richpanel directs buyers to a demo and an exact quote. Its current AI Agents page displays a $99 human-seat rate for an annual term, with $119 billed monthly and $129 on demand. The separately captured pricing URL showed an older presentation, so confirm the current seat quote, currency, minimum and commitment in writing.
The AI Agents page also presents roughly $0.20 per AI-resolved conversation on an annual rate with a $200 monthly minimum. Actual charges can depend on model and token use and on what counts as a resolved conversation; ask for a worked estimate using the team's volume and exception mix.
The Returns workflow is presented separately from the help desk. Its current price was not established by the direct page capture, so request module and usage terms instead of treating a headline seat rate as the total help desk cost.
Look a little closer
Before you choose
Pilot a handful of order questions, a refund request, an unusual subscription case and a channel handoff. Watch what context appears for the agent, which AI draft needs approval, and whether a missing policy sends the case to a person. Keep a human review path for money and order changes.
Before switching, request a sample migration and a written quote covering human seats, AI minimum and usage, connected channels, returns scope and contract term. Vendor automation guarantees and case-study results are sales claims; your own volume, data quality and policy design determine whether the proposed workflow fits.
6 distinct sources behind this profile. Research observed Oct 20, 2026. Features and offers can change.
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