Getting Started Guide

New to Replyco? You're in the right place! Our simple two-step setup guide will get you started on your Replyco journey and show you how to start responding to customer messages.
Getting Started with Replyco Helpdesk

Welcome! While there's lots you can do with our eCommerce helpdesk, we recommend you start out by adding just one integration in order to get comfortable using the system.

Step 1: Adding an Integration

To begin, click the + Add Integration button at the top-right corner of the screen.

From here, simply click on the integration you want to add.

Next, follow one of our step-by-step guides for the integration you want to set up.

Step 2: Replying to Customer Messages

After you've set up your integration, customer messages will soon start appearing in your inbox under the Tickets panel.

From the left-hand side of the screen, click on the Tickets button. From the Tickets dropdown menu, select a ticket category. For this tutorial, choose All Tickets.

You will now see all of your Tickets. To open one up, click anywhere within the Ticket row.‌

Upon opening a ticket, you will see the customer message, along with order and marketplace details on the right-hand side, as well as many other functions that you'll learn about later on. For now, let's learn the basics.

Responding to a Ticket

To reply to a customer, simply click the Respond icon at the upper-right corner of the message panel.

Clicking Respond will bring up the message composition box.

From here, simply write your reply and then hit the Send button below. That's it!

Next Steps For You to Take

Congratulations! You've now learned how to perform the foundational function of Replyco, but there's so much more for you to discover to take your customer service to the next level. What's next is totally up to you.

You may have noticed those tags used in the image above, like #customer_first_name# and #tracking_number#. Learn how to leverage tags to autofill customer information and save time.

Working with a customer support team? Learn how to add more users.

From setting up your Live Chat widget to creating email templates and using auto-responders, we've got you covered.

And as always if you ever get stuck or have any issues, don't hesitate to reach out to us.