> Richpanel ecommerce helpdesk: how its chat widget works, which cookies such as rp_anon_id it sets and why prior consent may be required under the GDPR. > > Canonical: https://www.flowconsent.com/en/services/customer-support/richpanel Customer support # Richpanel Marketing · [Official website](https://www.richpanel.com) Richpanel is a customer service platform built for ecommerce that combines a self service portal, live chat, AI agent and shared inbox with native Shopify, Magento and WooCommerce integrations. Its widget loads on merchant sites, stores rp\_anon\_id and session cookies and synchronises customer order data with the Richpanel SaaS, which makes it a passive third party tracker for visitors who have not yet engaged and triggers transfers to Richpanel Inc. in the United States. [Block Richpanel until consent](https://app.flowconsent.com/auth/sign-up?utm_source=flowconsent.com\&utm_medium=referral\&utm_campaign=customer_support) · [Scan my site](https://www.flowconsent.com/en/scan) At a glance - Category [Customer support](https://www.flowconsent.com/en/services/customer-support) - Consent Marketing - Prior consent Required - Documented cookies 3 - Third-party domains 4 - Servers Richpanel infrastructure on AWS (United States primary, with optional EU regions for enterprise plans). Overview ## What does Richpanel do? ## **What is Richpanel?** Richpanel is a customer service SaaS purpose built for direct to consumer brands. It bundles a self service portal, live chat, AI assistant, helpdesk inbox and macros, with deep native integrations into Shopify, Magento, WooCommerce, Klaviyo, Recharge and shipping providers. The widget appears on the storefront and lets shoppers track orders, trigger returns or chat with an agent. ## **Cookies and identifiers** The Richpanel script writes rp\_anon\_id (visitor identifier) and rp\_session (chat session token) on the merchant domain to keep returning shoppers connected to their conversations. When the visitor logs into the storefront, Richpanel can match the session to the customer profile, the order history and the lifetime value computed in the backend. ## **GDPR and ePrivacy implications** Auto loading the widget for passive visitors writes cookies that are not strictly necessary, so European DPAs require prior consent under Article 5(3) ePrivacy. Once the customer types a message, processing the conversation can rely on contract performance under Article 6(1)(b) GDPR or legitimate interests in providing support, but the storefront tracking remains opt in. ## **Consent management** Block richpanel.js through your Shopify or GTM tag manager until consent is captured, or replace the auto loaded widget with a click to chat button that loads the SDK only after explicit interaction. Configure the data sync to exclude visitors who have not granted consent for analytics. ## **Data transfers to the United States** Richpanel Inc. operates on AWS infrastructure with the United States as the default region. EU regions are available for enterprise plans. The transfer must rely on the EU U.S. Data Privacy Framework (where Richpanel is certified) or on Standard Contractual Clauses signed with the controller. ## **Implementing Richpanel compliantly** Gate the widget on a CMP signal, sign the Richpanel Data Processing Addendum, document the legal basis (consent for cookies, contract for support), set retention policies on conversations and order data, and disclose Richpanel Inc. plus the US transfer in your privacy policy. Compliance ## Richpanel and the GDPR Richpanel is classified as “Marketing”. On a site that targets European visitors, it must only load after the visitor consents, and it must be listed in your cookie policy. - Legal basis Prior consent under Article 6(1)(a) GDPR and Article 5(3) ePrivacy when the chat widget is auto loaded for visitors who have not yet engaged. Once the customer initiates the conversation, contract performance and legitimate interest in support apply. - Risk level medium - Applicable regulations GDPR, ePrivacy Directive, EU U.S. Data Privacy Framework ### Impact assessment (DPIA) A DPIA should be considered when Richpanel is fed with order history, lifetime value and behavioural data for AI driven customer routing, since the system processes potentially sensitive ecommerce information at scale and transfers it to the United States. ### Sample text for your banner > We use Richpanel to power our customer support widget. With your consent, the widget will load on your device, store conversation cookies and forward your messages and order data to Richpanel Inc. in the United States. You can refuse or withdraw your consent at any time from the cookie settings. Cookies and trackers ## What Richpanel sets and contacts - Tracking method JavaScript widget (richpanel.js loaded from app.richpanel.com or cdn.richpanel.com) embedded on the merchant site that opens an HTTPS/WebSocket channel to the Richpanel SaaS, stores conversation cookies and synchronises Shopify, Magento, WooCommerce, Klaviyo or Recharge order data with the helpdesk. - Server location Richpanel infrastructure on AWS (United States primary, with optional EU regions for enterprise plans). - Data transferred outside the EU Conversation messages, order data and customer identifiers are transferred to Richpanel Inc. on AWS US infrastructure under the EU U.S. Data Privacy Framework or Standard Contractual Clauses. ### Cookies set (3) | Name | Type | Duration | Purpose | | ------------ | ------------ | ---------- | ------------------------------------------------------------------------------------------------------------------ | | rp\_anon\_id | first\_party | 1 year | Anonymous visitor identifier set by the Richpanel widget to recognise returning shoppers across sessions. | | rp\_session | first\_party | session | Chat session token used by Richpanel to attribute messages to the right conversation thread. | | \_\_cf\_bm | third\_party | 30 minutes | Cloudflare bot management cookie set on Richpanel servers to mitigate automated traffic against the SaaS endpoint. | ### Third-party domains contacted (4) - `app.richpanel.com` - `cdn.richpanel.com` - `api.richpanel.com` - `ws.richpanel.com` Questions ## Frequently asked questions about Richpanel Can't find your question? Write to us, we answer fast. [Write to us](https://www.flowconsent.com/en/demo) ### Which cookies does Richpanel set? The widget writes rp\_anon\_id (visitor identifier) and rp\_session (chat session token) on the merchant domain to keep returning shoppers connected to their conversations. ### Does Richpanel require consent? Yes when the widget auto loads on the storefront, since the cookies are not strictly necessary. Consent obligations drop once the customer initiates the chat, where contract performance and legitimate interests apply. ### What is the legal basis? Consent for the storefront widget loading and cookies. Contract performance for processing the conversation messages and order data needed to handle a request, and legitimate interests for support quality. ### Are data transferred to the United States? Yes by default. Richpanel Inc. runs on AWS with US as the default region. Enterprise plans can be hosted in the EU. Transfers rely on the EU U.S. Data Privacy Framework or Standard Contractual Clauses. ### Do I need a DPIA for Richpanel? A DPIA is recommended when Richpanel ingests order history, lifetime value and behavioural data for AI driven routing or churn prediction, due to the scale of customer profiling and the US transfers. ### How do I deploy Richpanel compliantly? Block richpanel.js until consent or use a click to chat trigger, sign the Richpanel DPA, request the EU region if available, set retention policies on conversations and orders and update the privacy policy with the US transfer. ### Are there alternatives to Richpanel? EU friendly helpdesks include Crisp (France), LiveChat (Poland), Zendesk EU region, Gorgias EU region, or self hosted Chatwoot, all of which keep ecommerce conversations within the EU. ### How do I update my cookie policy? Add a section that names Richpanel, lists the cookies (rp\_anon\_id, rp\_session) with purpose and duration, mentions the integration with your ecommerce platform and discloses the transfer to Richpanel Inc. in the United States. Same category ## More services: Customer support [See the whole category](https://www.flowconsent.com/en/services/customer-support) ### [Yonder](https://www.flowconsent.com/en/services/customer-support/yonder) [Yonder is a web technology service that provides essential functionality for websites and digital platforms. It delivers core capabilities that support site operations, content delivery, and user experience optimization. Yonder integrates seamlessly with modern web architectures, ensuring reliable performance and compatibility across browsers and devices. 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