eesel AI vs Richpanel
A side-by-side comparison of eesel AI and Richpanel on what each one charges, what it meters, and which plan every capability actually sits on.
The short answer
2 of the 13 capabilities tracked on both differ.
| Measure | eesel AI | Richpanel |
|---|---|---|
| Starts at | Usage only | $99/seat/mo |
| Charged per | The workspace | Each agent seat |
| AI billed at | $0.40 per ticket | $0.20 per conversation |
| Included, where the other says no | 0 capabilities | 1 capability |
Capability by capability
2 of the 13 capabilities tracked on both products differ.
Channels
| Capability | eesel AI | Richpanel |
|---|---|---|
| IncludedNot gated. Answers on the connected help desk's email queue, plus a standalone AI Email Assistant. | Included | |
| Live chat | IncludedNot gated. A website chat bubble is deployable standalone via `eesel init chat-bubble --site <url>`. | Included |
| Voice | Not published | Via partner"There is no native voice or phone. Richpanel integrates with Aircall, Dialpad, and JustCall. It does not host VoIP." |
| SMS | Not published | IncludedTwilio is the named sub-processor for SMS connectivity. |
| Not published | IncludedConnectivity runs through 360dialog GmbH, the one sub-processor hosting customer data outside the United States. | |
| Instagram / Facebook | Not published | Included |
| Microsoft Teams | IncludedNot gated. Slack and Microsoft Teams are supported for internal knowledge questions. | Not published |
Ticketing
| Capability | eesel AI | Richpanel |
|---|---|---|
| Shared inbox | Not published | Included |
| SLA policies | Not published | IncludedProduct SLA policies are ungated and count time against configured business hours. Richpanel's own response targets are contractual only on Enterprise. |
| Macros / saved replies | Not published | Included |
Routing & automation
| Capability | eesel AI | Richpanel |
|---|---|---|
| Round-robin assignment | Not published | IncludedPublished as "Round Robin & Balanced Assignment". |
| Workflow builder | Not published | IncludedPublished as Workflows: "Design custom workflows using rules and triggers to automate actions like ticket routing, response templates, and customer notifications." |
AI resolution
| Capability | eesel AI | Richpanel |
|---|---|---|
| Autonomous resolution agent | IncludedNot gated, but billing is on tickets handled rather than resolved. "Mature deployments achieve up to 81% autonomous resolution" is published as an observed result, not a guarantee. | IncludedMetered on the AI line rather than gated by plan. Not optional either: the helpdesk is never sold without the AI. |
| Resolution over knowledge base | IncludedNot gated. Trains on past tickets, canned replies and macros, public or gated help centres, Confluence, Google Docs, Notion, SharePoint, PDFs and product catalogue data. | Not published |
| Action-taking (API calls) | Not published | Included"Order lookups, tracking, address edits, exchanges, store credit, subscription skips, pauses and swaps, cancellations and returns run as real tool calls against Shopify, Recharge, Loop, Skio and the rest of your stack. Each action carries its own permission." |
| Handoff to human | IncludedNot gated. Escalation rules are written in plain English. A handed-off ticket still bills, because the billed event is handling rather than outcome. | Included"Missing instructions escalate. Always. Where your policy is silent it hands over, every time." |
| Guardrails & citations | IncludedNot gated. PII redaction happens at ingestion, stripping card numbers, emails, phone numbers, SSNs, API keys and names before content reaches the database or an AI provider, and the AI never receives direct API tokens. Citation behaviour is published for the AI Content Writer only, and is Unknown for the support agent. | IncludedFive published layers: pre-ship evals, a second model reviewing drafts that state a dollar amount or touch an order, mandatory escalation on missing instructions, per-tool permissions, and QA review of every closed conversation. |
| Multilingual AI | IncludedNot gated. "Multilingual: works in 80+ languages". | Not published |
AI assist
| Capability | eesel AI | Richpanel |
|---|---|---|
| Reply drafting | IncludedNot gated. Copilot mode drafts for human agents, and the published rollout ladder starts in drafts-for-review. | IncludedCollaborative mode: "AI drafts, your team approves. Nothing sends without a person." |
| Sentiment analysis | IncludedNot gated. In-product skills cover ticket trend analysis, triage review and sentiment review. | Not published |
Knowledge base
| Capability | eesel AI | Richpanel |
|---|---|---|
| AI answers over KB | IncludedNot gated. Knowledge is indexed in place, with no migration required. | Not published |
Self-service
| Capability | eesel AI | Richpanel |
|---|---|---|
| Order lookup | Not published | IncludedThe self-service portal is free on every plan with no per-order fee and no volume tier. |
| Returns / RMA | Not published | Paid add-onSeparately billed from $99 a month, ecommerce brands only, never sold standalone. |
QA & workforce
| Capability | eesel AI | Richpanel |
|---|---|---|
| Automated QA coverage | Not published | Included"The QA Agent reviews closed conversations and reports the knowledge gaps, missing tool calls, and instruction fixes." No per-seat or per-conversation charge of its own, though the conversations it touches still meter. |
Reporting
| Capability | eesel AI | Richpanel |
|---|---|---|
| Raw data export | Not published | No"Analytics-derived data is not subject to portability." Conversation CSV export is unaffected; the reporting layer is what cannot leave. |
| CSAT / NPS | Not published | Included |
Collaboration
| Capability | eesel AI | Richpanel |
|---|---|---|
| Assignment | Not published | Included |
Enterprise
| Capability | eesel AI | Richpanel |
|---|---|---|
| SAML SSO | IncludedEnterprise only, behind the $1,000/month platform fee. | Included"SAML Single Sign-on (SSO) and 2-factor authentication (2FA) supported." No plan gate is stated and Richpanel publishes no plan ladder. |
| Custom roles | Not published | Included"Permission levels cover app settings, billing, user data, read/send messages." |
| Multi-brand | Not published | Included"One inbox for every channel and every brand." |
| HIPAA / BAA | IncludedEnterprise only, behind the $1,000/month platform fee. A buyer who needs HIPAA at 500 tickets a month pays $1,200 where the same volume costs $200 without it. | IncludedThird-party audited by Scrut Automation in December 2025. BAA available on request for customers processing PHI. |
| SOC 2 | On the roadmapNot held. Type II certification is stated as underway with continuous monitoring via Vanta, with the report available under NDA upon completion. | IncludedType II, audited annually. Report on request through the DPO. |
| GDPR | IncludedStandard DPA available to all (Common Paper DPA v1.0, with advance notice of sub-processor changes). Custom DPA and signed cloud service agreement on Enterprise. CCPA also covered. | IncludedDPA covering GDPR, SCCs and the UK IDTA, plus a named DPO and a 15-business-day sub-processor objection window. |
| Data residency | IncludedUS East (N. Virginia) by default, EU on request for AWS and Pinecone storage. Inference is not covered: OpenAI, Anthropic and Google are all listed as US-located sub-processors, so EU-only processing is not available. | Not publishedHosting is AWS us-west-2 in Oregon and every sub-processor bar the WhatsApp connector sits in the United States. EU-only processing is directed to sales before signing rather than published as an option. |
| Data retention policy | IncludedCustom data retention is an Enterprise option. A default retention period for conversations is not separately published. | Not published |
| Right-to-erasure tooling | IncludedNot gated. Right to deletion honored within 60 days. | IncludedDeletion runs 60 days to "Up For Deletion" then 15 more to purge, and can be accelerated to within a few hours on request. |
Developer
| Capability | eesel AI | Richpanel |
|---|---|---|
| REST API | IncludedNot gated. Public API docs, an OpenAPI specification, a CLI that prints JSON and an authenticated MCP server per workspace. The vendor caps expectations itself: "Do not treat the public website APIs as the private eesel AI product API. The published endpoints are limited website utilities and previews." | Includedv1.1, covering conversations, customers, orders, subscriptions, users, teams, tasks, tags, channels, files and reports, plus a separate Returns API. |
| Webhooks | NoStated as absent: "There is no general-purpose outbound webhook API". | IncludedPublished as "Webhooks: HTTP Targets". |
| Published rate limits | Not published | Included50 requests per 30 seconds, uniform. No per-plan tier is published because there are no plans. |
Both entries last checked Sep 9, 2026.
What eesel AI costs
$1,000/month
2 published plans, billed monthly- Billing unit
Hybrid - Free tier
Yes - AI pricing
$0.40 per ticket - Vendor calls it
Regular task (one support ticket or chat session) - Human handoff
Still billed - Reopened chat
Not published - AI billing window
Not published - Data export
Self-serve - Automation export
Partial
2 of 9 not published by eesel AI, checked
What Richpanel costs
$99/seat/month
1 published plan, billed annually- Billing unit
Two line items and no plan ladder - Free tier
No, 14-day trial - AI pricing
$0.20 per conversation - Vendor calls it
AI-handled conversation - Human handoff
Not published - Reopened chat
Refunded - AI billing window
Not published - Data export
Self-serve - Automation export
Not published
3 of 9 not published by Richpanel, checked