Postscript Integration with Richpanel: Complete Setup Guide

Overview

Integrate Postscript with your Richpanel account to manage SMS replies directly in your Richpanel helpdesk. Whenever a customer responds to a Postscript SMS campaign, that reply will come to Richpanel allowing agents to respond to them from the Richpanel helpdesk.

This integration allows you to:

• Receive all Postscript SMS replies as conversations within Richpanel
• Send a reply from Richpanel that will be sent to customer via SMS in the same thread.
• View customer profile and order history when responding to SMS

Steps to integrate

Step 1: Obtain your Richpanel Support Email

1. Log in to your Richpanel account
2. Navigate to Settings > Email
3. Select your support email address (support@yourbrand.customerdesk.io)
4. Click the copy icon to copy the email address

Step 2: Configure Postscript Forwarding

1. Log in to your Postscript account
2. Navigate to Messaging > Responses
3. Select Forward Responses

4. Paste the Richpanel support email address copied in Step 1
5. Click Start Forwarding

Step 3: Verify the Integration

Send a test SMS message to your Postscript number and confirm it appears in your Richpanel inbox.

Best Practices

Create an Automation Rule for Tagging

Set up an automation rule to automatically tag incoming Postscript messages:

1. In Richpanel, go to Settings > Automation > Automation Rules
2. Click New rule
3. Configure the rule as follows:
• Rule name: "Postscript Tag"
• When: A customer sends a new message
• If: From email > Contains any of > mg.postscriptapp.com
• Actions: Tag conversation > Select or create "postscript" tag
4. Save and set live

Create a Dedicated View for SMS Management

Set up a filtered view to help agents quickly identify and respond to SMS messages:

1. In Richpanel, go to the Inbox
2. Click the + icon or Add Filter above the inbox header
3. Configure the view:
• View name: "Postscript SMS"
• Filters: Tags > Select "postscript"
4. Click Save

Benefits

By completing this integration and implementing the recommended best practices, you will:

• Eliminate the need for support agents to login to Postscript
• Enable faster response times for SMS inquiries

Troubleshooting

If messages aren't appearing in Richpanel after setup:

• Verify the email address was copied correctly
• Ensure forwarding is enabled in Postscript
• Check that your Postscript account is active
• Contact Richpanel support if issues persist

On this page

• Postscript Integration with Richpanel: Complete Setup Guide
• Overview
• Steps to integrate
• Step 1: Obtain your Richpanel Support Email
• Step 2: Configure Postscript Forwarding
• Step 3: Verify the Integration
• Best Practices
• Create an Automation Rule for Tagging
• Create a Dedicated View for SMS Management
• Benefits
• Troubleshooting