Richpanel Destination

Destination Info
Connection Modes
Device-mode Cloud-mode
Web Web
Mobile Mobile
Server Server

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, contact the Richpanel Support team.

This document is about a destination which is in beta

This means that the Richpanel Destination is in active development, and some functionality may change before it becomes generally available.

Getting Started

Before you start, make sure Richpanel supports the source type and connection mode you’ve chosen to implement. You can learn more about connection modes here.

Web Mobile Server
📱 Device-mode ⬜️ ⬜️ ⬜️
☁️ Cloud-mode
  1. From the Segment web app, click Catalog.
  2. Search for “Richpanel” in the Catalog, select it, and choose which of your sources to connect the destination 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. Enter 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 activity through Richpanel Channels, thereby becoming a Customer.


If you’re not familiar with the Segment Specs, 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.


If you’re not familiar with the Segment Specs, 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’re not familiar with the Segment Specs, 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 using Engage to this destination as a user property. To learn more about Engage, schedule a demo.

For user-property destinations, an identify call is sent to the destination for each user being added and removed. The property name is the snake_cased version of the audience name, with a true/false value to indicate membership. For example, when a user first completes an order in the last 30 days, Engage sends an Identify call with the property order_completed_last_30days: true. When the user no longer satisfies this condition (for example, it’s been more than 30 days since their last order), Engage sets that value to false.

When you first create an audience, Engage sends an Identify call for every user in that audience. Later audience syncs only send updates for users whose membership has changed since the last sync.

Real-time to batch destination sync frequency

Real-time audience syncs to Richpanel may take six or more hours for the initial sync to complete. Upon completion, a sync frequency of two to three hours is expected.


Segment lets you change these destination settings from the Segment app without having to touch any code.

Setting Description
string. Find the API Key in Data Source section of Richpanel
API Secret
string. Find the API Secret in Data Source section of Richpanel

This page was last modified: 25 Apr 2022

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