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Customer Support · head to head

Richpanel vs Scratchpad

Richpanel logo

Richpanel

Customer Support

AI-native helpdesk for e-commerce customer support

From
$99/month
Free plan
No
Full reviewWebsite
Scratchpad logo

Scratchpad

CRM

Faster workspace over Salesforce for sales reps to update pipeline, take notes and manage deals

From
Free
Free plan
Yes
Full reviewWebsite

The short version

  • Only Scratchpad has a free tier, so it costs nothing to try first.
  • Each has a real cost: Richpanel primarily focused on e-commerce, not ideal for other industries; Scratchpad scratchpad works with Salesforce and nothing else, with no HubSpot support, so it is off the shortlist entirely for any company on a different CRM regardless of how good the interface is.
  • They diverge on capability: Richpanel covers AI-native agent, Scratchpad covers Spreadsheet pipeline views.
  • Prices and features above were last checked on 31 August 2026.

Where they differ

Only the attributes on which Richpanel and Scratchpad actually diverge.

Attributes where Richpanel and Scratchpad differ
AttributeRichpanelScratchpad
Starting price$99/monthFree
Pricing modelPer-seat plus per-conversation for AI agentsPer user per month
Free tierNoYes
PlatformsWeb, Mobile, APIWeb, Chrome extension
CategoryCustomer SupportCRM
Founded2020Unknown

Identical on both: user rating (Not yet rated).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in Richpanel

  • AI-native agent
  • Multi-channel inbox
  • E-commerce integrations
  • QA Agent
  • Social Media Agent
  • Self-Service Portal
  • AI Safety features
  • Copilot mode

Only in Scratchpad

  • Spreadsheet pipeline views
  • Call recorder and notetaker
  • AI field updates
  • Deal and account agent
  • Hygiene monitor
  • Notes linked to records
  • Custom prompts
  • Kanban and forecast views

What people use each for

The jobs each tool is most often brought in to do.

Richpanel

  • Automating e-commerce customer support with AInot Scratchpad
  • Resolving returns and exchanges automaticallynot Scratchpad
  • Responding to social media inquiries at scalenot Scratchpad
  • Providing full customer context across all support channelsnot Scratchpad
  • Reducing support costs while improving response timesnot Scratchpad

Scratchpad

  • A 60-rep Salesforce team whose forecast is unreliable because opportunity fields are updated once a week in a panic before the pipeline callnot Richpanel
  • A rep who wants to update twenty opportunities in a grid rather than opening twenty Salesforce recordsnot Richpanel
  • A sales manager wanting stale and incomplete pipeline records flagged automatically instead of chased by emailnot Richpanel
  • A revenue operations lead trialling AI notetaking that writes back to CRM fields before committing budget, using the free tiernot Richpanel

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

Richpanel

  • Primarily focused on e-commerce, not ideal for other industries
  • AI conversation pricing ($0.20 per conversation) requires monitoring to control costs
  • Minimum $200 monthly charge for AI agents may not suit small businesses
  • Heavy emphasis on e-commerce integrations (Shopify, Recharge) limits flexibility
  • No published pricing for enterprise or custom plans

Scratchpad

  • Scratchpad works with Salesforce and nothing else, with no HubSpot support, so it is off the shortlist entirely for any company on a different CRM regardless of how good the interface is.
  • AI credits are metered per user per month at 400 on Solo and 800 on Team, which means heavy notetaking use pushes teams towards Enterprise for capacity rather than for features.
  • There is no proper native mobile application, so representatives who wanted to update records from a car park between meetings are back in a mobile browser.
  • Sync with Salesforce and call processing can lag, and a pipeline view showing yesterday state during a forecast call undermines the exact meeting the tool was bought to improve.
  • It creates a second notes surface alongside native Salesforce notes, so organisations end up with deal history split across two places unless they explicitly ban one of them.

Pricing, plan by plan

Richpanel

$99/month
  • Helpdesk Seat$99/month
    • Unified inbox across all channels
    • Round-robin assignment
    • CSAT reporting
  • AI Agent$0.2/conversation
    • End-to-end conversation resolution
    • Multi-channel automation
    • Customer context from Shopify, Recharge, Loop, Yotpo
  • Returns & Exchanges$99/month
    • Automated returns and exchange policies
    • Exchange incentives
    • Fraud prevention

Scratchpad

Free
  • FreeFree
    • Workspace limited to 3 views
    • 10 hours a month of call recording and notetaking
    • AI field updates
  • Solo$19/month
    • Unlimited views with sheets and notes
    • Call recorder and notetaker
    • AI field updates
  • Team$49/month
    • Everything in Solo
    • 800 AI credits per user per month
    • Gong integration
  • Enterprise$undefined/month
    • Unlimited AI credits
    • White-glove agent services included
    • Enterprise security and administration

Which should you pick?

Choose Richpanel if

  • You need ai-native agent.
  • You work on Web, Mobile, API.
  • You also want multi-channel inbox.
Richpanel review

Choose Scratchpad if

  • You need spreadsheet pipeline views.
  • You want to start without paying.
  • You work on Web, Chrome extension.
  • You also want call recorder and notetaker.
Scratchpad review

Questions people ask

Is Richpanel or Scratchpad better?
Neither clearly leads. Richpanel starts at $99/month and Scratchpad at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Richpanel or Scratchpad?
Scratchpad has a free tier; the other does not. Paid plans start at $99/month for Richpanel and Free for Scratchpad.
Does Richpanel or Scratchpad run on more platforms?
Richpanel runs on Web, Mobile, API. Scratchpad runs on Web, Chrome extension.
Can I use Scratchpad for free?
Yes. Scratchpad has a free tier, so you can try it without paying. Richpanel starts at $99/month.
What is Richpanel best used for?
Richpanel is most often used for automating e-commerce customer support with ai, resolving returns and exchanges automatically, responding to social media inquiries at scale, providing full customer context across all support channels. Of those, automating e-commerce customer support with ai and resolving returns and exchanges automatically are not what Scratchpad is typically brought in for.
What can Richpanel do that Scratchpad cannot?
Richpanel covers AI-native agent, Multi-channel inbox, E-commerce integrations, QA Agent. Scratchpad covers Spreadsheet pipeline views, Call recorder and notetaker, AI field updates, Deal and account agent.

Answered from the vendors’ own pages

Richpanel: What is the guarantee on AI automation?

Richpanel guarantees 50% automation within 30 days, or refunds every dollar back. The company also guarantees 30% lower bills compared to competitive AI and helpdesk stacks.

Source
Scratchpad: Does Scratchpad work with HubSpot?

No. It is Salesforce-only.

Richpanel: How much does AI cost per conversation?

AI-handled conversations cost $0.20 each with a $200 minimum monthly charge. This covers all AI features including QA Agent, Social Media Agent, and Copilot functionality.

Source
Scratchpad: Is the free plan usable in production?

Yes for an individual: full workspace with three views, 10 hours of recording and 100 AI credits a month. Teams outgrow it on views and credits.

Richpanel: Which e-commerce platforms does Richpanel integrate with?

Richpanel integrates with Shopify, Recharge, Loop, and Yotpo to provide full customer context during support interactions.

Source
Scratchpad: Does it replace Salesforce licences?

No. Every user still needs their own Salesforce licence; Scratchpad is an interface on top.

Scratchpad: What are AI credits spent on?

Notetaking, summarisation, field update suggestions and agent queries. Enterprise removes the cap.

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