Understanding Brands and Stores in Richpanel

In Richpanel, workspaces, brands, and stores are organized to streamline multi-brand management and enhance customer support. This guide covers how each component functions and the settings available to customize brand-specific experiences.

1. Workspace: The Foundation

• Creating a Workspace: When you first set up Richpanel, you create a workspace as the main administrative hub. This workspace allows you to manage multiple brands and stores under one roof, accessible through a single login.

Workspace dependent settings:

• User and Team Management: Users or agents are linked to the workspace, not to individual brands or stores. This setup means agents can handle tickets and conversations across all brands without switching accounts or contexts.
• Tags and Conversation Fields: Tags and conversation fields are independent of brands, so agents can use the same tags across all brands in the workspace for consistent tracking.

2. Brands: Organizing Your Business Segments

• Multiple Brands in a Workspace: Each workspace can host multiple brands, representing separate segments or products.

Brand-Specific Configurations:

• Communication Channels: For each brand, set up channels like email, Facebook, Instagram, SMS, and other communication tools. This customization ensures that communication remains tailored to each brand’s identity and needs.

• Self-Service and Knowledge Base: You’ll also configure a self-service portal and knowledge base specific to each brand, which will be visible on the corresponding brand’s website. This helps customers easily find solutions relevant to each brand.

• Business Hours and Task Bot Replies: You can set up unique business hours and task bot responses for each brand, giving you the flexibility to adjust service levels according to the brand's specific support policies and operational hours.

Brand Independent Settings:

• User and Team Management: Users or agents are linked to the workspace, not to individual brands or stores. This setup means agents can handle tickets and conversations across all brands without switching accounts or contexts.
• Tags and Conversation Fields: Tags and conversation fields are independent of brands, so agents can use the same tags across all brands in the workspace for consistent tracking.

3. Stores: Managing Sales Channels within Each Brand

• Single or Multiple Stores per Brand: Each brand can have one or multiple stores, representing different sales channels or regional stores associated with the brand.
• Customer Orders: Customer orders are tied to specific stores, so when agents view a customer’s history, they see orders only from the brand through which the customer contacted them.
• Brand-Linked Customer Experience: When customers reach out through any of these stores, Richpanel identifies the brand they are contacting and provides agents with relevant macros, branding elements, and customer details specific to that brand.
• Agents can configure their brand-specific signature by navigating to Settings > Profile and using tokens to reflect the correct brand.

• For each support email, unique brand-specific email signatures can be added during email setup to maintain consistent branding.

4. Unified Agent Access and Management

• Handling Multiple Brands with Ease: Since agents are assigned at the workspace level, they can view and respond to tickets across all brands. For example, if a customer has orders from both Brand A and Brand B, the system will identify the brand based on the channel they reached out through and show only the relevant orders in the customer sidebar.
• Replying to Conversations Across Brands: Agents can seamlessly handle inquiries from different brands without switching contexts. For emails, agents can use a dropdown menu to select the brand they are replying on behalf of, ensuring the communication aligns with each brand’s identity.

5. Use Case: Simplifying Multi-Brand Customer Interactions

Let’s say a customer has purchased items from both Brand A and Brand B. If the customer reaches out through the self-service portal or email:

• Richpanel will identify which brand the inquiry is for, based on the entry channel.
• Only the relevant order history from that brand will appear in the customer sidebar, streamlining the agent’s view and response process.
• When the agent responds via email, they’ll select the appropriate brand using a dropdown. This response will include the correct brand signature, ensuring brand consistency in all communications.

On this page

• Understanding Brands and Stores in Richpanel
• 1. Workspace: The Foundation
• 2. Brands: Organizing Your Business Segments
• Brand-Specific Configurations:
• Brand Independent Settings:
• 3. Stores: Managing Sales Channels within Each Brand
• 4. Unified Agent Access and Management
• 5. Use Case: Simplifying Multi-Brand Customer Interactions