Richpanel Destination

Richpanel is the helpdesk software built for Ecommerce teams to support customers at scale in a fun, easy, collaborative way.

This destination is maintained by Richpanel. For any issues with the destination, please reach out to their team.

NOTE: The Richpanel Destination is currently in beta, which means that they are still actively developing the destination. If you have any feedback to help improve the Richpanel Destination and its documentation, please let their team know!

Getting Started

The first step is to make sure Richpanel supports the source type and connection mode you’ve chosen to implement. You can learn more about what dictates the connection modes we support here.

Web Mobile Server
📱 Device-mode
☁️ Cloud-mode
  1. From your Segment UI’s Destinations page click on “Add Destination”.
  2. Search for “Richpanel” within the Destinations Catalog and confirm the Source you’d like to connect to.
  3. If this is the first time setting up Richpanel as a destination, you’ll need to install the Segment App in your Richpanel Account.
  4. In your Richpanel account, go to Data Sources > Integrations and install the Segment Connector.
  5. Drop in the “API Key” into your Segment Settings UI which you can find from your Richpanel data sources.

NOTE: Richpanel accepts anonymous users, or Visitors, but they will not appear in the Richpanel Customer Section UI unless the customer is first identified using an identify call or customer actvity through Richpanel Channels, thereby becoming a Customer.


If you haven’t had a chance to review our spec, please take a look to understand what the identify method does. An example call would look like:

analytics.identify('userId123', {
  email: '',
  richpanel_session_id: 'abc123'

identify calls sent to Richpanel create or update a standard customer object record. If a record with a corresponding userId exists, that record is updated. If no customer record exists, a new customer record is created.

The basic properties to identify and create a user are:

  • uid : Unique User Id (required)
  • email : User’s email
  • firstName : User’s First Name
  • lastName : User’s Last Name
  • phone : User’s Phone

uid is a required field; email, firstName, and lastName are optional, but highly recommended.

See Richpanel’s User Properties and Richpanel’s Events for more details.


If you haven’t had a chance to review our spec, please take a look to understand what the page method does. An example call would look like:'Pricing', {
  title: 'Segment Pricing',
  url: '',
  richpanel_session_id: 'abc123'

Page calls are sent as a tracking event to Richpanel on the timeline of the customer who was tracked. If the richpanel_session_id is included, it clusters this tracking event into a single “session” on the customer’s timeline.

If no richpanel_session_id is supplied, Richpanel will automatically generate sessionIDs based on time between tracking events. (Read why Segment doesn’t have session tracking for more details). page calls can only update email traits, not create them.


If you haven’t had a chance to review our spec, please take a look to understand what the track method does. An example call would look like:

analytics.track('Clicked Login Button', {
    richpanel_session_id: 'abc123'

Track calls are sent to Richpanel as a track event. track calls can only update email traits, but do not create them.

NOTE: Richpanel accepts all events listed in Segment’s Specs. For events like Order Updated, Order Cancelled, and Order Refunded, we recommend that you pass an order_status property.


You can send computed traits and audiences generated through Segment Personas to this destination as a user property. To learn more about Personas, reach out for a demo.

For user-property destinations, an identify call will be sent to the destination for each user being added and removed. The property name will be the snake_cased version of the audience name you provide with a true/false value. For example, when a user first completes an order in the last 30 days, we will send an identify call with the property order_completed_last_30days: true, and when this user no longer satisfies we will set that value to false.

When the audience is first created an identify call is sent for every user in the audience. Subsequent syncs will only send updates for those users which were added or removed since the last sync.


Segment lets you change these destination settings from your Segment dashboard without having to touch any code.


Find the API Key in Data Source section of Richpanel

API Secret

Find the API Secret in Data Source section of Richpanel

This page was last modified: 16 Mar 2020

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