With new CSAT survey you can choose to enable CSAT for any of the channels and also add a delay to the CSAT.

With new email templates customers will receive mails in UI which is most friendly for emails and helps them focus on the unread messages first.

CSV with conversation link, transcript, tags and channels for agents to run advanced analytics.

Entire conversations transcripts on Richpanel can be forwarded as a mail to team members and partners who are on using Richpanel to keep them in loop.

Conversation transcripts sent in mail will be whitelabelled to your brand and show the most recent messages on top. This way your customers can quickly find the information they requested for.

Integrate with Klaviyo to receive responses on SMS/Email campaigns and see order data related to the customer.

Merchants can setup options for customer to cancel their orders and edit shipping address within specific timeline. This will provide Amazon like experience to the customer while reducing ticket volumes.

Android and iOS mobile app for agents to be on top of their tickets and receive push notifications in real time.

Agents replies which are not yet sent will be saved automatically for agents to come back and resume their works.
Drafts can be seen by other team members to enhance collaboration and proof read critical messages before sending.

While the new editor is more robust and efficient, you can paste images in line and use enhanced editing capabilities.
New editor also improves the experience for agents while they use macros and Insta actions.

If you use Attentive for SMS campaigns, every time a customer responds to SMS campgaigns or transactional message, a ticket will be created on Richpanel. Using this ticket agent can reply to the customer in form of an SMS, see their order details and use macros.

Answer Amazon Seller Central support tickets and pre-purchase questions in Richpanel. No need to log in to Amazon to reply to messages received on Amazon seller central, see order details and use macros and automation rules to make the lives of your agents easier.

Add support to fetch Instagram Comments

Allow users to change name of task bot

Form submissions normally have actionable data entered in fields such as name, email, telephone, etc apart from what might be message body. I would be super powerful to Parse the entries and match the fields to corresponding richpanel fields.

To add greater integration possibilities with 3rd party services such as CRMs not integrated natively.

Run chat and email proactive campaigns for store visitors to help them in selecting orders and in check out process.

Manage team and their work hours and check their activity on the application

Users can now cancel/reactivate Recharge subscriptions and skip/unskip charges for a customer, within Richpanel.

We are adding new triggers and actions to automation rules. The new triggers will let you initiate automation rules for existing conversations or order based triggers.

Create custom HTTP targets to notify third party applications and automate these using triggers in automation rules

You can create a Dynamic Link by manually constructing a URL, like following:

https://your_subdomain.page.link/?email=customer_email&id=order_id

These can be used to create autolook up pages, pass discount codes to customers, redirect the customer to returns centre while sending customer details in url, all within Richpanel

This will provide your customers an enhanced experience by not giving them different applications to manage their orders.

We will be allowing users to rearrange the right hand side widgets(order, conversations, subscriptions, etc.) and also enhance the UI to help the agents look for customer data quickly.