What to expect

Moving from re:amaze to Richpanel is a quick process that typically takes only 1-3 days. This guide will walk you through the steps to make your switch smooth and hassle-free.

Your migration journey

Before migration

• All customer conversations (email, chat, social) go to re:amaze
• Your team handles everything in re:amaze
• Your channels are connected to re:amaze

During transition (1-3 days)

• New conversations start going to Richpanel
• Some agents (20% of your total team size) stay in re:amaze to finish up old open conversations in re:amaze
• We add a rule in re:amaze that begins auto-closing tickets

After migration

• All new customer conversations go to Richpanel
• Your entire team works in Richpanel
• re:amaze is disconnected with your channels

5 Easy steps to switch

1. Pick your switch date & cut-off time

Choose a day when you typically receive fewer customer conversations.

• Set a specific time to make the switch, for example 1st of March at 8am EST
• Let your team know about the change with a simple email or a Slack message

2. Connect your channels to Richpanel

On the switch date, set up these channels in Richpanel:

• Email accounts
• Facebook and Instagram pages
• Any other messaging platforms

Quick Tip: Most channels can be connected in just a few clicks through your Richpanel dashboard.

3. Manage existing conversations

Do not disconnect your email channel so agents can finish replying to existing open conversions.

For conversations that started in re:amaze:

• Have a small team finish up open conversations in re:amaze
• Most open tickets can be resolved within 1-2 days

4. Set up a rule in re:amaze to auto close all conversions that come after the switch date

Create an automation workflow for closing conversations during the switch.

• Add an automation workflow to tag "reply-in-richpanel" and close all the incoming new tickets, but ensure that it won't trigger any notifications to the customer.

5. Move your support team

Transition your team quickly:

• Request your agents to complete the training videos
• Assign 80% of the agents to handle new conversations in Richpanel
• Keep 20% of agents to finish up re:amaze conversations and then move to Richpanel.

Timeline: What happens when

Common questions

Will customers notice the change? No. Customers won't notice any change. The transition is completely seamless from the customer perspective.

Is there any downtime during migration? No, there is no downtime. Your support channels remain operational throughout the entire migration process.

Will any conversations be missed? No, all customer conversations will be captured. During transition, new conversations flow to Richpanel while existing conversations are handled in re:amaze until completion.

How much training do agents need? Richpanel is easy to use - most agents can learn the basics in under an hour.

Next Steps

After your switch is complete:

1. Explore Richpanel's additional features
2. Check in with your team for any questions
3. Contact our support team if you need help

Need assistance with your migration? Our team is ready to help! Contact us at support@richpanel.com

On this page

• Migrating from re:amaze to Richpanel: A Simple Guide
• What to expect
• Your migration journey
• Before migration
• During transition (1-3 days)
• After migration
• 5 Easy steps to switch
• 1. Pick your switch date & cut-off time
• 2. Connect your channels to Richpanel
• 3. Manage existing conversations
• 4. Set up a rule in re:amaze to auto close all conversions that come after the switch date
• 5. Move your support team
• Timeline: What happens when
• Common questions
• Next Steps