Enhance Your Customer Support with Rep AI's Richpanel Integration

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

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

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

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

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

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.