From Richpanel to Commslayer

Moving from Richpanel? No Sweat!

Our tool helps you bring over your data from Richpanel:

• Conversations & tickets

• Customer Data

Macros are not imported from Richpanel, and Richpanel tags do not become labels. Agents, automations and help center articles are not imported either.

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Pick an import source#

The Richpanel importer has two options under Import source:

• Richpanel API (selected by default): no CSV needed. Richpanel support must first enable the "list conversations" endpoint for your API key. Ask them, wait for their confirmation, then enter the key and start the import.

• CSV upload: upload the export from the steps below. The API key is still required. The CSV tells Commslayer which conversations exist, and the key is used to fetch their messages. One CSV file per import, under 100MB.

Steps 2 to 5 below are only needed for CSV upload.

Here is how to do it:#

1. Login to your Richpanel account

2. Go to Inbox > All

   

3. Click on the "checkmark" button to select all of your tickets

   

4. On the bottom right corner of the page, new options will show, click on download button and select Export all conversations of this view to CSV

   

5. Select All and click on Export. You will receive CSV export to the email you use to login to Richpanel

   

6. For API key, go to Settings > Integrations > API Keys

   

7. In top right corner click on Create Key

   

8. Give the key a name, for example, "Commslayer Export" and click on Generate

   

9. In Commslayer, go to Settings > Account Settings

   

10. In the Import section pick Richpanel, choose CSV upload, upload your CSV, paste your API key and click Start import

    

    The import can take a few hours, and more than a day for a very large history. It runs in the background. Check import progress →

    Please note that all conversations / tickets that are imported will be read only.
    You won't be able to respond to the imported tickets but they will be visible in the conversation history in your customer profile.

Common problems#

• You can't create an API key in Richpanel, or the importer says "This API key can't list conversations yet". Ask Richpanel support. Commslayer can't switch API access on for a Richpanel account.

• Richpanel sent your export as several CSV files. Don't upload them one by one. Each upload is a separate import, and a helpdesk can be imported twice. Use Richpanel API as the import source, or contact support from the chat inside the app.