Richpanel
Customer SupportUpdated October 21, 2026
Ecommerce helpdesk with AI agents that resolve order, return and subscription tickets, plus a self-service portal where shoppers manage their own orders.
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What is Richpanel?
Richpanel is a helpdesk built for ecommerce brands, with AI agents that close routine tickets on their own and a human inbox for everything else. It connects to Shopify, WooCommerce or Magento, so every email, chat, social message, SMS or call sits next to the shopper’s order history. The AI side has three roles: Frontline AI answers customers and performs actions such as order lookups, exchanges and subscription pauses, AI Manager writes the playbooks from your past tickets and policies, and QA AI reads closed conversations to find what went wrong. Pricing is a per-seat helpdesk fee plus a usage fee for each AI-handled conversation. The weak spot is commitment: subscriptions run on yearly contracts, and the setup is sales-led rather than self-serve. Pick it if order, return and subscription questions dominate your queue.
How to start using Richpanel?
Most teams start with a demo booked from the website, where Richpanel builds a sample AI agent on the call in your brand voice. Teams under 30 agents then move to a two-week free trial, while teams with 30 or more agents get an eight-week pilot on their real tickets with a goal you set together. You can also install the app from the Shopify App Store, which lists a 14-day free trial.
During the trial, Richpanel’s team runs the migration. The migration page describes moving conversations, macros, tags, routing rules and SLAs from Gorgias or Zendesk in the first week, and the homepage names Help Scout and Kustomer as supported sources too. Your current helpdesk keeps serving customers until you approve the cutover, and a contract buyout program can cover the remaining months of your old contract.
Next, connect your store under Settings, then Integrations, and pick your cart platform. This gives agents order data inside each conversation and adds the chat widget script to your site, though the widget stays hidden until you switch it on. Add your support email, Facebook, Instagram, WhatsApp and phone, plus apps like Loop Returns, Recharge, Klaviyo, Aircall or Yotpo if you use them.
Then let the AI learn before it talks to customers. AI Manager drafts instructions from your tickets and policies, and you review every change. In the default rollout the AI drafts replies and your agents approve them, and later you allow specific actions, such as order lookups, to run automatically. Refunds, discounts and order changes can stay behind human approval permanently.
Keep the AI in draft-only mode for the first week and read its replies on your hardest ticket types before granting any autonomous actions.
Who is it for?
Shopify Brands With Heavy “Where Is My Order” Traffic
Order status, address changes and cancellations eat most of your agents’ day. Richpanel’s AI and self-service portal handle those requests with real actions instead of FAQ links. Your team keeps the conversations that need judgment.
Subscription Ecommerce Companies
Cancellation requests cost you recurring revenue every month. The AI can read the delivery schedule and offer a pause or a smaller plan before the customer leaves, and Recharge data is visible to agents. Some “cancel” tickets become saved subscriptions.
Teams Leaving Gorgias or Zendesk
You want ecommerce context and cheaper AI, but a migration feels risky. Richpanel’s team moves the data, keeps your old helpdesk live until you sign off, and offers a contract buyout. The switch happens without a support blackout.
Heads of CX Who Need Guardrails
You do not want an AI issuing refunds by itself. Every action carries its own permission, sensitive replies get a second check, and missing policies route to a person with context attached. You stay in control of what the AI can do.
Multi-Brand Operators
Running several stores means juggling several inboxes. Pro Max adds multiple brands and more stores in one account, and portfolio owners on Shopify report moving several brands onto Richpanel. One team can cover the whole portfolio.
Brands Spending on Social Ads
Spam and troll comments under paid posts hurt conversion. The Social Media Moderator AI hides harmful comments and replies to buyers around the clock on organic and paid posts. Your ad comments stay usable as social proof.
Richpanel pricing
Richpanel charges two line items: a per-agent helpdesk seat and a usage fee for each conversation the AI handles. According to Richpanel, a conversation the AI resolves is not billed again as a ticket. The pricing page states that all subscriptions are on yearly contracts, and the annual rates below are what most buyers will see. Sidekick AI, the Social Media Moderator AI and the Self-Service Portal are shown as free add-ons on the pricing page, although the Shopify App Store listing adds $299 per additional 20K orders for Self Service. Prices below were taken from the official pricing page on the check date.
Includes email, live chat, Facebook, Instagram and phone, the Self-Service Portal, automations, macros, conversation and team activity reports, and one connected store.
Adds the SMS channel, multiple brands, up to five stores, CSAT surveys, satisfaction reports, two-way AI translation, custom AI tone and 10 free collaborators.
Custom. Aimed at teams with more than 50 agents, with a 10-seat minimum, unlimited stores, 25 free collaborators, custom integrations and white-glove setup.
The AI agents page adds a $200 per month minimum at the annual rate.
Every plan includes 24/5 support, white-glove migration, unlimited automations and the contract buyout program. Richpanel also offers a guarantee: if its AI does not autonomously resolve at least 50% of eligible conversations within 30 days of go-live, you can claim back the subscription fees for that period, subject to the published terms.
Richpanel key features
Frontline AI agents resolve tickets end to end
They handle order status, returns, refunds, cancellations, exchanges and subscription changes in your brand voice, using your policies and order data. Escalation happens as soon as the AI is unsure or a policy is missing.
Per-action permissions and review
You decide which actions run on their own and which wait for a person, so lookups can be automatic while refunds always need approval. Replies that mention a dollar amount or change an order get a second model check or wait for an agent. The permission decides, not the model.
AI Manager and QA AI
AI Manager reads your tickets and policies, drafts the instructions and connects tools, and nothing goes live until you approve it. QA AI reads every closed conversation and groups misses by cause: a missing instruction, an unconnected tool or a case that belongs with a person. This turns tuning into a weekly review instead of guesswork.
Model choice
The Shopify listing names GPT-5.6, Gemini, Opus 5, Sonnet 5 and Kimi as options, and the AI Safety page says every model passes more than 10,000 tests before it is offered to customers. New models stay off your account until they pass the same suite. You can match the model to your cost and accuracy needs.
Self-Service Portal
Shoppers track, edit, cancel and return orders through an interface modelled on apps like Amazon and Uber rather than a chatbot script. A branded help center, custom no-code flows, subscription management and agent hand-off with prefilled context sit in the same portal, and returns tools like Loop and AfterShip plug in. It works across channels, not only live chat.
Unified agent inbox
Email, chat, social, SMS and phone land in one queue with order history, past conversations and app data beside the reply. Macros, internal notes, views, round-robin assignment, custom fields, API and webhooks are included, and Copilot AI drafts replies inside the inbox. Desktop apps for Windows and Mac and mobile apps for iOS and Android are available.
Social Media Moderator AI
It hides spam, trolls and brand-damaging comments on organic and paid posts, replies to buyers and flags risky threads for review. You can set its personality, from witty to professional. The product page lists it as free for up to 1,000 comments per month.
Richpanel Pros & Cons
Pros
Richpanel is designed around the tickets ecommerce teams actually get, so the AI performs order actions instead of linking to an FAQ. The control model is a strong point: per-action permissions, a second check on sensitive replies and QA review of every closed conversation give a cautious CX lead room to automate gradually. At $0.20 per AI-handled conversation, the usage fee sits below the list prices of several AI support add-ons, and the migration service with contract buyout removes much of the switching pain. Shopify merchants repeatedly praise the support staff for fast, hands-on help. Ask for the 50% resolution guarantee in writing and confirm which conversations count as eligible.
Cons
Yearly contracts and a demo-first sales process make Richpanel a poor fit for a store that wants to sign up and experiment alone over a weekend. The $200 monthly AI minimum and per-agent seats can outweigh the savings for very small teams with low ticket volume. Pricing has changed several times, and older reviews complain about paying for add-ons that were needed for live chat, so compare the pricing page, the calculator and your quote carefully. A few users also want more documentation for configuring advanced settings. Get a written quote that lists seats, AI minimums and every add-on before you sign.
Use Richpanel if you want…
- Automate order status, return and cancellation tickets end to end.
- Let shoppers edit or cancel orders without contacting support.
- Save subscriptions with pause offers instead of losing cancellations.
- Keep refunds behind human approval while lookups run automatically.
- Move off Gorgias or Zendesk with a managed migration.
- Manage email, chat, social, SMS and phone in one inbox.
- Run several brands and stores from a single account.
- Hide spam and troll comments under your paid social ads.
Richpanel alternatives
Richpanel Reviews
Shopify merchants keep coming back to the support staff, describing them as fast, knowledgeable and willing to follow up even on weekends, while the order data inside each conversation helps agents answer correctly the first time.
A store that moved from Gorgias says the price suits it better and the extra features are worth it, and another team notes the interface handles high ticket volumes well, with occasional AI issues that support fixes quickly.
G2 reviewers rate the support team and ease of use highly and like how self-service keeps staff focused on complex cases, though one asks for more documentation on setting up certain features.
A 2025 Shopify review complains the tool cost more than expected because the Self-Service add-on was needed for live chat and pop-ups, and that support felt limited during the first days.
An earlier user found the old AI feature only drafted replies from manually written help topics and still needed a human to send them, a gap the newer autonomous AI agents are meant to close.
FAQ
Does Richpanel have a free trial?
Yes. The Shopify App Store listing offers a 14-day free trial, and the migration page describes a two-week free trial for teams under 30 agents, during which Richpanel moves your data. Larger teams usually get an eight-week pilot instead.
How much does Richpanel cost?
Pro is $69 per agent per month billed annually and Pro Max is $99, or $89 and $119 on monthly billing. AI-handled conversations cost $0.20 each with a $200 monthly minimum at the annual rate, and Enterprise is custom.
Which ecommerce platforms does Richpanel support?
The help center lists Shopify, WooCommerce and Magento, plus an API for other carts. There are also integrations for Amazon, Recharge, Loop Returns, Klaviyo, Aircall, Yotpo and HubSpot.
Can the AI issue refunds on its own?
Only if you allow it. Every action has its own permission, so you can keep refunds, discounts and order changes behind human approval while order lookups run automatically.
Is Richpanel secure and compliant?
Richpanel states it is independently assessed for SOC 2 Type II, HIPAA and GDPR, encrypts data with AES-256 at rest and TLS 1.2+ in transit, and reports 99.97% uptime over a rolling 12 months.
Can I migrate from Gorgias or Zendesk?
Yes. Richpanel’s team imports conversations, macros, tags and routing, keeps your old helpdesk running until you approve the cutover, and can buy out the remaining contract with your current vendor.
Does Richpanel support multiple languages?
Pro Max and higher include multiple languages and two-way AI translation for agents, so your team can reply to shoppers who write in other languages.
Is there a mobile app?
Yes. Richpanel runs in the browser and has apps for Windows, Mac, iOS and Android.
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