Customer Service Platforms

AI agent for Richpanel

Add an autonomous AI layer on top of Richpanel without switching helpdesk. Engaige resolves repetitive tickets and self-service questions end to end using live order data, taking real actions like refunds, returns, WISMO and cancellations, not just deflecting them. Deepest on Shopify, and works across your ecommerce stack.

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How Engaige works inside Richpanel

Engaige operates inside Richpanel like one of your own teammates, on your existing tickets, not from a separate tool alongside it. It can:

Replies in-channel

Answers on the customer's own channel inside Richpanel: email, live chat, WhatsApp, SMS and social DMs.

Claims and owns tickets

Takes ownership of the tickets it handles. In Agent Assist mode it drafts without claiming, so your team stays in control and sends.

Tags and labels tickets

Applies tags so your existing Richpanel views, workflows and automations keep firing exactly as they do today.

Assigns and routes

Routes a ticket to the right team or queue when it belongs elsewhere, instead of leaving it stuck.

Adds internal notes

Leaves private notes for your team and logs what it did on the ticket (order looked up, refund processed), so there's a clear trail.

Hands over to a human

Escalates with a full summary and the right tags the moment a ticket needs a person, no context lost.

Closes and resolves

Marks the ticket resolved once it's handled, keeping your inbox clean.

You choose how it runs: Agent Assist, where it drafts and suggests and your team sends, or fully autonomous, where it claims, replies and closes on its own. You move ticket type by ticket type, as soon as you trust it.

Hour 1

Live in Agent Assist inside Richpanel.

Drafted replies inside Richpanel, in your voice
Suggested actions you approve in one click on each ticket
Your team reviews and sends, nothing closes without a human

First days

Engaige AI learns from your team.

Compares what your team sends with what the agent suggested
Improves the agent under your supervision, you approve every change
Resolution climbs instead of plateauing

~Day 7

Fully autonomous, up to 90%.

Go fully autonomous on the ticket types you trust
Day one is possible if you're ready; most brands take about a week
Sends and closes tickets natively inside Richpanel

Add AI automation to Richpanel without switching helpdesk

Engaige is the autonomous AI layer that sits on top of Richpanel. You keep Richpanel as your helpdesk, inbox and self-service portal, and Engaige works inside it, drafting replies in your voice and taking real actions on your tickets. There is no migration, no replatforming, and no change to the workflows your team already knows.

This is the difference between switching tools and adding automation. If you want to keep Richpanel but hand off the repetitive questions and actions, Engaige replaces only the AI layer, not the helpdesk underneath it.

What Engaige automates in Richpanel

Engaige resolves the ticket types that make up most of an ecommerce inbox, and it does the work rather than just suggesting a reply:

Where is my order (WISMO): reads live tracking and carrier events, diagnoses delivery exceptions, and answers with the real status.
Refunds and returns: applies your policy, then processes the refund or starts the return in Shopify and your returns tool.
Cancellations and address changes: edits or cancels the order before it ships, directly in Shopify.
Subscription changes: handles skips, pauses and plan changes in your subscription app.
Product advice: answers pre-sale questions using your live catalogue.

Each resolution happens in the connected system first, then Engaige replies and closes the ticket inside Richpanel.

Resolves tickets, not just deflects them

A self-service portal or a deflection bot points shoppers at an answer and hopes they do not open a ticket. Engaige takes the next step: it reads the live order and carrier data, applies your written policies to decide what to do, executes the action, and shows step-by-step reasoning for every decision. You keep full control over where automation stops and a human takes over.

Works with your Shopify store

Richpanel and Shopify are a common pairing, and Engaige connects to both together. Integration depth is highest on Shopify, with first-class access to catalogue, order state, customer history and Shopify-specific workflows, and it works just as well with WooCommerce, Commercetools or a custom platform. Alongside your store and Richpanel, Engaige connects to your returns, subscription and carrier tools, so a single ticket can be resolved across every system it touches.

Engaige vs Richpanel’s built-in AI

Richpanel bundles a bot and a self-service portal that cover the basics, mostly deflecting simple, repetitive questions. Engaige is the capable, AI-native agent for brands that want to go further: deeper action-taking across the whole stack rather than one platform, transparent reasoning on every decision, and a policy builder that enforces your rules consistently. Because Engaige is added as a layer, you keep Richpanel’s built-in features and let Engaige take on the tickets that need real action.

No-code setup, live in hours

There is no engineering project. Setup is plug-and-play: you enable the integrations you need and Engaige AI configures them for you, so you set everything up yourself. It starts by drafting replies and suggesting one-click actions inside Richpanel, so you review before anything is sent. As you build trust, you flip ticket types to autonomous one at a time. Our support is excellent when you want it, like one of your own team on a call, though you rarely need it. A typical path is live in Agent Assist in hours and fully autonomous within about a week (day one if you’re ready), resolving up to 90% of supported tickets end to end.

Richpanel + Engaige: common questions

Can Engaige go live fully autonomously from the start?

Yes. Starting in Agent Assist, where the AI drafts and your team teaches it in, is the common, lowest-risk path, but you don't have to wait: brands that are ready launch fully autonomous from day one. We support both, ramp through Agent Assist and flip to autonomous when you're confident, or go autonomous from the start.

Do I have to switch from Richpanel to use Engaige?

No. Engaige adds an autonomous AI layer on top of Richpanel. You keep Richpanel as your helpdesk, inbox and self-service portal, keep your data and workflows, and Engaige works inside it, drafting replies and taking actions on your tickets. There is no migration.

Does Engaige work with Richpanel on a Shopify store?

Yes. Engaige connects to Richpanel and to your Shopify store together, and the integration is deepest on Shopify, with first-class access to your catalogue, order state and customer history. That is what lets it look up an order, process a refund or a return, and reply inside Richpanel automatically.

What can Engaige automate that Richpanel's built-in AI cannot?

Engaige focuses on end-to-end action-taking across your whole stack, not just Shopify. It executes refunds, returns, cancellations, address edits, order resends and subscription changes, applies your written policies to decide what to do, and shows step-by-step reasoning for every action so you can see exactly why it responded the way it did.

How much of my Richpanel tickets can Engaige resolve?

On supported ticket types such as WISMO, refunds, returns, tracking and product advice, Engaige customers typically resolve up to 90% of conversations autonomously. You switch tickets to autonomous mode one type at a time, as soon as you trust the results.

Is setting up Engaige on Richpanel a no-code process?

Yes. There is no engineering lift. Setup is plug-and-play: you enable the integrations you need and Engaige AI configures them for you, so you set it up yourself. It starts by drafting replies and suggesting one-click actions inside Richpanel, then flips to autonomous resolution ticket type by ticket type. Our support is excellent when you want it, like one of your own team on a call, though you rarely need it, and most teams are live in hours.

How is Engaige different from Richpanel's self-service portal?

Richpanel's self-service portal lets shoppers look things up before they open a ticket. Engaige handles the tickets that still come in by taking the action a human agent would: reading live order and carrier data, applying your policies, and resolving the request end to end. The two work well together.