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Richpanel

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Velocity2.5

Richpanel is widening its integration moat and opening the helpdesk up to AI via MCP.

ecommerce-helpdeskintegrationsmcpcustom-widgetsai-assistantomnichannel
◆Current state
Richpanel is in heavy integration mode, shipping a new ecommerce or comms connector almost every week — Appstle Subscriptions, JustCall (inbound/outbound calls in the inbox), BigCommerce, WhatsApp templates from the reply box, plus earlier ShipInsure, Okendo, and Fulfil ERP. The strategically interesting moves are a Claude/MCP integration that gives Anthropic's assistant secure access to helpdesk data, and Custom HTTP Widgets that let merchants pull any REST API into the conversation sidebar.
◆Where it's heading
The product is positioning as the most-connected helpdesk for Shopify-era ecommerce: native integrations for every adjacent SaaS, plus the no-code Custom HTTP widget escape hatch for the long tail. The MCP server signals where they want to go next — AI assistants reading and acting on helpdesk data rather than agents copy-pasting between tabs. Competitive frame is Gorgias, Zendesk's commerce push, and Shopify Inbox.
◆Prediction
Expect more MCP/agent surface — likely outbound connectors for ChatGPT and Cursor on top of the existing Claude integration, plus internal AI-drafted replies and triage. Integration breadth will keep expanding across loyalty, reviews, subscriptions, and shipping. Pricing may eventually meter AI usage per conversation alongside seat-based plans.

◆Recent moves

  1. 1mo ago

    Appstle Subscriptions integration

    Appstle subscription data — billing cycle, status, payment, frequency, total value, shipping — surfaces inside Richpanel customer profiles, with cancel/pause/resume/skip and modify-billing-date controls in the agent view. Slots into the broader pattern of integrating every Shopify-adjacent app directly into the inbox.

    View source ↗
  2. 1mo ago

    JustCall calls as conversations in the Richpanel inbox

    Inbound and outbound JustCall calls appear as native conversations in Richpanel, with recordings, AI transcripts, and summaries attached. A meaningful step toward a unified omnichannel inbox without forcing voice into a separate tool.

    View source ↗
  3. 2mo ago

    BigCommerce integration

    Native order and shipment sync from BigCommerce, including support for syncing the storefront plus marketplace channels (eBay and others). Closes a meaningful platform gap behind the existing Shopify support.

    View source ↗
  4. 2mo ago

    Send WhatsApp templates from the inbox

    Pre-approved WhatsApp templates can now be sent directly from the conversation reply box, with template search, sync, and required-field prompts. Solves the 24-hour reply-window pain that every WhatsApp-supporting helpdesk eventually hits.

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  5. 2mo ago

    Claude connects to Richpanel via Model Context Protocol

    ⚡ SPARK

    An MCP server at mcp.richpanel.com gives Claude secure access to analytics, conversations, agents, and tags — letting Claude run support workflows like triaging open conversations, replying, assigning, and tagging. Aligns Richpanel with the wider helpdesk-as-MCP-surface direction.

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  6. 2mo ago

    Custom HTTP Widgets — pull any REST API into the conversation sidebar

    ⚡ SPARK

    A new custom-widget builder lets merchants connect any REST API to the conversation sidebar, with customer-variable templating, response-field mapping, and action buttons that trigger API calls. Effectively an extensibility platform for the long tail of integrations Richpanel can't ship natively.

    View source ↗