# Welcome to Replyco Helpdesk Replyco help documentation is designed to provide step-by-step instructions on configuring, using, and managing the system from a team-based and marketplace perspective. ## **Here's how it works...** ### **If you are new to Replyco** Not sure where to begin your journey and start using Replyco successfully?\ Please take a look at our **G E T T I N G S T A R T E D** section on your :arrow\_left: left-hand side. Use our carefully compiled Guides and we will lead you through all the main aspects of our App by hand. ### If you are an advanced Replyco user Already using Replyco, but forgot some things or bumped into a question or an issue?\ Check out the **M A I N S E C T I O N S** of our Help Docs on your :arrow\_left: left-hand side. For your convenience, we grouped every aspect of our App into comprehensible sections. #### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** {% endhint %} # User Guide New to Replyco? You're in the right place! Our simple guide will get you started on your Replyco journey and show you how to start responding to customer messages. ## Tickets The very first thing each Replyco user should know - is how to work with Tickets. We strongly advise visiting our [**Working with** **Modules => Tickets**](/main-sections/working-with-modules/tickets) page to learn about the replying process itself, ticket types and interaction options. ## Chats If your Company has an access to the Instant Messages module and has Replyco LiveChat Widget installed on your website(s), or you have Instagram/Facebook pages of your brand, then you need to know how to work with Chat Conversations. To learn more about it, please visit our [**Working with Modules => Instant Messages**](/main-sections/working-with-modules/instant-messages) page. ## Account Customization Each business is unique, as well as User's personal workflow. Replyco allows you to personalize the Application behaviour depending on your own preferences without affecting the whole Company's settings and your Colleagues. Each unique Replyco experience starts with the [**User Account Settings**](/main-sections/user-account-settings) section. ## If you are an advanced Replyco user Already using Replyco, but forgot some things or bumped into a question or an issue?\ Check out the **M A I N S E C T I O N S** of our Help Docs on your :arrow\_left: left-hand side. For your convenience, we grouped every aspect of our App into comprehensible sections. #### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** {% endhint %} # Moderator Guide If you are a Customer Service Manager, then you are in the right place! Gather statistics, get various reports & use our flexible automation tools to bring your department to a new performance level. {% hint style="info" %} To get a full understanding of this guide we strongly advise you to check the previous [**User Guide**](/getting-started/user-guide). {% endhint %} ## Organizing & Automatization Nowadays, it is not enough to have quick fingers and high typing speeds to be an efficient Customer Support representative. The world dictates new conditions and it is necessary to **work smart, not fast**. Replyco has numerous smart tools that allow you to effectively **organize** and **automate** routine processes without rocket science skills and secret knowledge. We understand that each business is unique and has its own workflow. Visit the [**Organizing & Automatization**](/main-sections/organizing-and-automatization) section of our documentation to learn more about better dealing with repetitive tasks. ## Dashboards & Reporting Another track of constant Customer Service Management is **understanding how efficient you are** compared to the time periods in the past and comparing yourself to your competitors. What are the top 5 of your most troublesome products? What are the average response timings? How about a ticket volume dynamic? Who is your most effective colleague? To find answers to all the questions above and to many others, please visit the [**Dashboards & Reporting**](/main-sections/dashboards-and-reporting) section of our documentation. ## User Management Would like to invite a new member of a team into Replyco or perhaps prohibit certain users from seeing tickets or chats related to another store or brand? Everything that is related to interaction with your team is located in the [**Administrative Processes => User Management**](/main-sections/administrative-processes/user-management) section of our documentation. ## If you are an advanced Replyco user Already using Replyco, but forgot some things or bumped into a question or an issue?\ Check out the **M A I N S E C T I O N S** of our Help Docs on your :arrow\_left: left-hand side. For your convenience, we grouped every aspect of our App into comprehensible sections. #### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** {% endhint %} # Administrator Guide If you are a Business Owner or a Customer Support Manager who is overseeing the Replyco accounts adding process and maintaining all financial & technical sides in harmony, then this guide is for you! {% hint style="info" %} To get a full understanding of this guide we strongly advise you to check the previous [**Moderator Guide**](/getting-started/moderator-guide). {% endhint %} ## Adding new Accounts to Replyco The most important thing is to connect all your selling & communication channels **properly**. To start the integration process, visit our [**Adding Accounts**](/main-sections/adding-accounts) section, choose channel type and select a certain platform, system or email provider. ## Billing & Administrative Processes Invoices, Cards & other financial aspects of your Replyco account are described in the [**Administrative Processes => Billing Details**](/main-sections/administrative-processes/billing-details) section or our documentation. Other settings that affect the whole Company Account, as well as your Service Level Agreements, can be found on the [**Administrative Processes => Company Settings**](/main-sections/administrative-processes/company-settings) page of our documentation. ## If you are an advanced Replyco user Already using Replyco, but forgot some things or bumped into a question or an issue?\ Check out the **M A I N S E C T I O N S** of our Help Docs on your :arrow\_left: left-hand side. For your convenience, we grouped every aspect of our App into comprehensible sections. #### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** {% endhint %} # Adding Accounts To get started with Replyco, you'll need to Add your Accounts to the system. Learn everything you need to know here! {% hint style="warning" %} [Access Rights](broken://pages/wxFu1OagFIfUoc18coEp) needed: **Main => Admin (View & Edit)** {% endhint %} ![](/files/bCYTt27xG8w4CfBjAdcF) To get started with Replyco, the first thing you’ll need to do is add your communication channels into the system. Click on **+ Add Account**, located at the top-right of your screen, and follow the directions for each store. See below.

Click on + Add Account

Click on the Account type you need

For further instructions, please expand the **M A I N S E C T I O N S** **=> Adding Accounts** folder of our Help Docs on your :arrow\_left: left-hand side and choose the Integration you need. # Marketplaces Please choose a Marketplace you are going to integrate to Replyco: # Amazon Follow this step-by-step guide to receive Amazon messages in your Replyco account by adding the Amazon Integration. ![](/files/o5r1P6gS8tx1k7p8DWdT) {% hint style="warning" %} [Access Rights](broken://pages/wxFu1OagFIfUoc18coEp) needed: **Main => Admin (View & Edit)** {% endhint %} In order to begin receiving customer messages and order information from your Amazon stores(s), you'll need to configure both Replyco and Amazon with specific settings. {% hint style="info" %} **Please be sure to follow the instructions exactly as presented. You’ll be asked to open new windows in order to collect information to insert back into Replyco. DO NOT close the Replyco or Amazon windows, or tabs, until complete.** {% endhint %} {% hint style="info" %} Amazon has several **regions of presence**. In order to cover a region, you need to integrate into Replyco your **Master Seller** account for that region. Here is an example:\ \ **Amazon Americas:**\ Integrating Amazon US will also cover CA & MX (you just need to update your Seller Profile & Notification Preferences with the Replyco email address generated for the US). \ **Amazon Europe:**\ Integrating Amazon UK will also cover all European countries (you just need to update your Seller Profile & Notification Preferences with the Replyco email address generated for the UK).
**Amazon Asia-Pacific:**\ Integrating Amazon AU will also cover JP & SG (you just need to update your Seller Profile & Notification Preferences with the Replyco email address generated for AU). {% endhint %} ![Amazon Regions](/files/3zMCNUzCAXO6qTIHlnnt) Click on **+ Add Integration** at the top right of the app. ![Click on + Add Integration](/files/uDo7FcHZn1FySdRLu1j8) ### Start Select **Amazon** from the list of integrations. ![Select Amazon](/files/NVtrnkyHeaIeAKC7Lof9) ### **Step 1: Authorize** * Choose the country for your store and click **Authorize**. {% hint style="danger" %} **DO NOT CLOSE THIS WINDOW.** {% endhint %} ![Choose the country for your store and click Authorize.](/files/8w4CisZ7ZVL3hjXbF8Wf) * Amazon will open a new browser window. Log in to your account (if you're already logged in, you'll go straight to this page). Amazon will then ask you to confirm you understand that you're giving access to Replyco. Mark a **checkbox** & click **Confirm**. ![A screen of helpdesk authorization. Mark a checkbox & click Confirm. ](/files/XvfelOD6pQYRmZ02EW9l) ### **Step 2: Integration Name** * **Enter Integration Name.** This will be the name of this integration in Replyco. * Click **Authorize**. ![Enter the name of your integration and then click Authorize.](/files/30GTjt8Q5gYSO2Xxf9WT) ### **Step 3: Configure your Amazon Seller account** {% hint style="warning" %} This is where you update your **Seller Profile settings** & Notification **Messaging Preferences** in Amazon. This is a very important step. Hang in there. We're almost done! {% endhint %} Visit **Admin => Integrations** (navigation panel on your left) and find your newly added Amazon integration there. Then click on it. ![Visit Admin => Integrations and click on your new Amazon integration.](/files/phlF6kaHamXAqIl6M9Dy) A pop-up window will appear. **Scroll down to the bottom** of it and you will find a Replyco generated email address there. It usually looks like . Copy the Replyco generated email address by **clicking the Copy** icon. ![Scroll down to the bottom and copy the Replyco generated email address.](/files/ySb6CzUCl2jGARPs9b1A) ### Update your Reports Permissions Visit Amazon => Orders => Order Reports => Add or remove order report columns => Enable **ALL** Optional Columns for Replyco. {% embed url="" %} ![Enable ALL Reports](/files/zZpGh3pFtWZdWGLc21ls) ### Update Your Seller Profile settings * Once the Replyco-generated email address is copied, go to your Amazon **Seller Central** page. * Click on **Your Seller Profile**. * Find a marketplace you would like to update and click **Edit**. * Replace the **Customer Service Email** and **Customer Service Reply To Email** with the email address that you copied from Replyco. * Click **Submit.** ![Update your Seller Profile information with Replyco generated email address](https://lh3.googleusercontent.com/wcPBpP_kDWjN-zwPsIbnkGilElzddLHd56f4C7dTLIF484evef3UetKfEUSz2s8cO7T8vRT1KLpPDjYAkljdsdRRtSicolaEh1O3yLMNDoLwIP142WIadhrNArSWCyQrlvlDbESK) {% hint style="info" %} You will need to **repeat** this procedure for **each country** you currently sell in. {% endhint %} ### Update your Notification Preferences * Go to **Settings > Notification Preferences.** * Scroll down to Update Messaging Preferences. Click **Edit**. * Click on **Add Another** under each message type (e.g. Buyer Messages, Confirmation Notifications, etc.). **Paste the email** you copied from Replyco. * Click **Save.** ![Update your Notification Preferences with Replyco generated email address](/files/Ycg9koigR6kLTpbBmQIN) ## Done! {% hint style="danger" %} **Connecting more than 1 Amazon store?** Be sure to log out of the previous store BEFORE beginning the Integration process again. {% endhint %} ### VIEW / EDIT To see Integrations that have already been added, go to **Admin > Integrations.** ![Click Admin => Integrations](/files/skJ1F8W03PhCCox7hCEz) A list will show the Source, Synchronization Status, Account, Name, Date for Last Messages Synced, and Last Orders Synced. * A :green\_circle:**green status** means that the Integration **IS** configured correctly. * A :red\_circle:**red status** means the integration is **NOT** configured correctly. ## Amazon Feedback Requests **The ability to proactively seek feedback from Amazon buyers is vitally important to the health of an Amazon eCommerce business. That’s why we’re so excited to introduce Feedback Requests to you.** {% hint style="info" %} * Please note that this functionality is for **Amazon integration only**. * You need at least one **Amazon integration added** to Replyco to set up these Automated Feedback Requests. {% endhint %} {% hint style="warning" %} Access Rights needed: **Main => Admin (View & Edit)** {% endhint %} {% hint style="warning" %} Access Rights needed: **Main => Feedback (View & Edit)** {% endhint %} {% hint style="warning" %} Access Rights needed: **Tools => Automation (View & Edit)** {% endhint %} Here’s how it works. ### **Step 1: Create a feedback rule** Using the Amazon “Request a Review” template, sellers will be able to create a customisable set of rules to automatically trigger feedback requests. The **Feedback Rules** section can be found at **Tools** => **Automation**. Please note that you will need Admin access rights to view or edit. Navigate to the **Feedback Rules** tab. Click on the **+Create Rule** button in the upper right corner. ![Visit the Feedback Rules tab and click on the +Create Rule button.](https://lh5.googleusercontent.com/YrVQcjphJ9PUiU5jefwYuLQb1CFXmeK6qUQxCK4U2bclTTGCv7qa4vX1dt2zeJsMbG8iPGoMEHjkZBGECg9cZJhCensHE86Igsch6cAA4bxAsbh4pPMCNNrUL40loFP53Gedbwpv) Include a **Name** for the rule. Assign **Affected Channels**. You can choose 1 or more Amazon integrations. Create a **Schedule (days)** by entering the number of days after the latest estimated delivery date. Once expired, the feedback request will be sent. **Exclude orders with active tickets** by clicking the toggle button **On** or **Off**. **Exclude orders with open Cases** by clicking the toggle button **On** or **Off**. Click on **Save**. Only new orders will be affected. ### **Step 2: Monitoring** To view current and pending feedback requests, navigate to **Feedback** => **Feedback Requests**. You can elect to manually send a request ahead of schedule or cancel if needed. You can also Filter by Status by clicking on **Pending**, **Cancelled**, or **Sent** from the top of the list view**.** ![Pending, Sent & Cancelled Feedback Requests can be found on the Feedback Requests page.](https://lh3.googleusercontent.com/athd9kas9wvcwC8x3FXNCibKUJ9gu-8tX4iPGMzvP2O8GKypSZb4_GDN1bj17cBXDlzb9jkcC3LC8wj3xqEKJJ4YSL6_g0B8RGWpRlgQW1D7C733pD7ATdvVehYOFG4uX6Ol_J7g) ![](https://lh5.googleusercontent.com/UmbYdMEz98Ti2wMvwBd3yozCSqbdEsqjPACFSDDcFDP_NmbDpYlkJndnmV-wE_54id0wtuVUPvAPvs9Hw8j0rHO4q0Otd5GuvW8FuRXfTMpjAY8zYkU1kjscROezGCYGCiN1YnqV) You may **cancel** a pending Feedback Request or **send** it right away. #### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** **Phone**: US:flag\_us: +1 407-588-2574 | UK:flag\_gb: +44 20 8064 0564 {% endhint %} # Cdiscount Follow this step-by-step guide to receive Cdiscount messages in your Replyco account by adding the Cdiscount Integration. {% embed url="" %} {% hint style="warning" %} [Access Rights](broken://pages/wxFu1OagFIfUoc18coEp) needed: **Main => Admin (View & Edit)** {% endhint %} In order to access your Cdiscount customer messages and order information within the Replyco interface, you’ll need to connect your Cdiscount account. To start, head over to your Replyco home screen. Click **+ Add Integration** at the top-right of the app. ![Click +Add Integration](/files/-MOhCQTnPcCtY3Fo9jGj) Select **Cdiscount** from the list of integration options, bringing up the authorization window. ![Click on the Cdiscount icon](/files/uMAQaoe4iGAf2F0YPqOF) ### **Step 1: Authorize** From here, we need to head to our Cdiscount seller account. Open Cdiscount in a new tab by clicking the blue hyperlinked “**here”** text.
![Click the blue hyperlinked “here” text](/files/-MOhD4GW2mhdpUotffpB) {% hint style="warning" %} **Be sure to keep the Replyco window open — we'll head back here later.** {% endhint %} ### **Step 2: Open Cdiscount Settings** Once logged in to your Cdiscount account, click “**Settings”** in the top-right corner of the screen, and from the dropdown menu, select “**User Rights management**”**.** ![Click Settings => “User Rights management”](/files/-MOhDc-CeDUT3HQOEb-H) ### **Step 3: Create a New User** Click the “**Add a user API”** button to create your user login credentials. Once finished, hit **Submit.**\ A message will appear that your new account was successfully created. ![Create a New User API and click Submit](/files/-MOhEvR-WYkG8eB4cuto) {% hint style="info" %} **You will need the new username and password you just created for Step #5.** {% endhint %} ### Step 4: Add the Cdiscount User Info to Replyco **Integration name:** Give your integration any name you want — this is for internal purposes only. **Username-Api:** Enter the login name you just created on Cdiscount in Step #3, **followed by “-api**”. **Password**: Enter the Cdiscount password you created in Step #3. **Display Email:** Associate an email address with your new integration. Once done, click the **Authorize** button at the bottom. {% hint style="warning" %} **Make sure to add "-api" with no spaces at the end of your Username-Api entry for this integration to work.** {% endhint %} ![](/files/-MOhGKXXZFKfK2QOEbhe) ### **All Done!** You will now see a message that your Cdiscount Integration was saved successfully. Click the **Finish** button. ![](/files/-MOhHJNfV0F6u4kk9piS) #### ### VIEW / EDIT To see Integrations that have already been added, go to **Admin > Integrations.** ![Click Admin => Integrations](/files/-MOhHa5P9eqotWjgzovz) A list will show the Source, Synchronization Status, Account, Name, Date for Last Messages Synced, and Last Orders Synced. * A :green\_circle:**green status** means that the Integration **IS** configured correctly. * A :red\_circle:**red status** means the integration is **NOT** configured correctly. ![](/files/-MOhHfPZv5XaJvkYqYzP) #### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** **Phone**: US:flag\_us: +1 407-588-2574 | UK:flag\_gb: +44 20 8064 0564 {% endhint %} # eBay Follow this step-by-step guide to receive eBay messages in your Replyco account by adding the eBay Integration. ![](/files/ROfTcNyh9YS58WfFXFzM) {% hint style="warning" %} [Access Rights](broken://pages/wxFu1OagFIfUoc18coEp) needed: **Main => Admin (View & Edit)** {% endhint %} In order to begin receiving customer messages and order information from your eBay stores(s), you'll need to connect your Replyco account to each eBay store. Start by heading over to your Replyco home screen. ### Step 1: Add A New Integration To start, click the “**+ Add Integration**” button in the upper-right hand corner. ![Click the “+ Add Integration” button](/files/-MOryzcpw6OQvkKKZjZY) ### Step 2: Choose eBay Select **eBay** from the list of currently available Replyco Integrations**.** ![Choose eBay](/files/bWk77gmVhlhas1ZLTQo6) ### **Step 3: Authorize** Click on the **Authorize** button to be taken to eBay’s site. ![Click the Authorize button](/files/3ZkMa8XedxK2I100d21L) Enter your **eBay username** and **password**. Click **Sign In**. ![Log into your eBay Seller account](/files/35lm5Huz2oOyiElAKq2F) ### **Step 4: Agree** Click on the **Agree** button to grant Replyco access to your eBay account. ![Click on the Agree button](/files/SDsIMKk6UlcUxZwRUcjQ) ### Step 5: Choose a Shop Country ![Choose a Shop Country](/files/MHWz5gDfZUdHp0ihHHal) ### All Done! You should see a "New integration saved" confirmation message in the top right corner of the Replyco app. ![](https://lh6.googleusercontent.com/yDHwSOIsVezoRR0thUty0USOJvCitVqRik6gIjs3pKdT0qt24O3cc328pkMJ31J2gq43XAivGbE6-6fu4_WiqWQ_3M5kLFzPDnUI__wGgYVNEJsaIGQyyjcDnk3nQdw-pfkgy33M) {% hint style="info" %} **Connecting more than 1 eBay store?** Be sure to log out of the previous store BEFORE beginning the Integration process again. {% endhint %} {% hint style="info" %} Would like to **change the name of your eBay store**? Please contact our Customer Support team to guide you through this process. {% endhint %} ### VIEW / EDIT To see Integrations that have already been added, go to **Admin > Integrations.** ![Click Admin => Integrations](/files/kKGbwPMYbGSgbJNHBvF8) A list will show the Source, Synchronization Status, Account, Name, Date for Last Messages Synced, and Last Orders Synced. * A :green\_circle:**green status** means that the Integration **IS** configured correctly. * A :red\_circle:**red status** means the integration is **NOT** configured correctly. ![](https://lh5.googleusercontent.com/4R1DlOhCGyjcxkc9DXknx5DibnZifAbezws3DZ33ibmIxo4yF8AqLAxTGE9kb2T30fdElHJiVpRk14hGe_Ov39fITlryOLFWa8YkRdmR5epKnxr0LY5wXAOvl0cVC_yQGN2BW_H-) #### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** **Phone**: US:flag\_us: +1 407-588-2574 | UK:flag\_gb: +44 20 8064 0564 {% endhint %} # Etsy Follow this step-by-step guide to receive Etsy order data and customer messages in your Replyco account by adding the Etsy Integration. {% hint style="warning" %} [Access Rights](broken://pages/wxFu1OagFIfUoc18coEp) needed: **Main => Admin (View & Edit)** {% endhint %} To start receiving customer messages and order data within Replyco, you'll need to set up your integration and have access to your Etsy account login credentials. ### Step 1: Add a New Integration To start, click the **+ Add Integration** button in the upper-right hand corner and then click on the **Etsy** logo. ![Click the + Add Integration button](/files/W5lzO5XRvz11JK7Z2ncR) ![Click on the Etsy logo](/files/4jGKRyVPFiW617menxGf) ### Step 2: Authorize Replyco — Etsy Synchronization From the popup window, complete all of the **required fields** and then click the **Authorize** button to allow Replyco to connect to your Etsy account. ![Fill in the details and click Authorize](/files/H21XLQ4mOcfiJUrcRmfl) **Integration Name:** Give your integration any name you want — this is for internal purposes only. **Display Email:** Associate an email address with your new integration. Once done, click the **Authorize** button at the bottom. ![Click Authorize](/files/jdVGyzaGJjnwzirfhIWk) To authorize Replyco to sync with Etsy, click the **Authorize** button once again. You will be redirected to Etsy to log in using your credentials. ### Step 3: Replyco App — Allow access on Etsy Once you have authorized Replyco on Etsy, you will see a notification stating that the Replyco application would like to connect to your Etsy account. Press the **Allow Access** button. ![Click the Allow Access button](/files/qgEVHXDyG5B0VtcqwTCQ) ### Step 4: Set up the Correspondence Adding the Etsy integration allows Replyco to pull in order data alongside messages. However, to receive those messages inside your Replyco account, you need to perform one of the following actions: * Set up [**Email Forwarding**](/main-sections/adding-accounts/email-accounts/add-your-mailbox-via-forwarding) * Connect to your existing mailbox with Etsy correspondence [**via SMTP**](/main-sections/adding-accounts/email-accounts/add-your-mailbox-via-custom-smtp-settings) To **Update Your Etsy Main Email**, using Email Forwarding, click the **Copy Email Address** button and then click **Done**. ![Copy Replyco generated email address and click Done](/files/ypfu6kApuBEoeorDfq8F) ### All Done! ### VIEW / EDIT To see Integrations that have already been added, go to **Admin > Integrations.** ![Click Admin => Integrations](/files/kKGbwPMYbGSgbJNHBvF8) A list will show the Source, Synchronization Status, Account, Name, Date for Last Messages Synced, and Last Orders Synced. * A :green\_circle:**green status** means that the Integration **IS** configured correctly. * A :red\_circle:**red status** means the integration is **NOT** configured correctly. ![](/files/Dm52uxZY0SKnS11eqPl6) #### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** {% endhint %} # Fruugo Follow this step-by-step guide to receive Fruugo order data and customer messages in your Replyco account by adding the Fruugo Integration. ![](/files/3gdB66qjVEhCuFycyDYB) {% hint style="warning" %} [Access Rights](broken://pages/wxFu1OagFIfUoc18coEp) needed: **Main => Admin (View & Edit)** {% endhint %} To start receiving customer messages and order data within Replyco, you'll need to set up your integration and have access to your Fruugo account login credentials. ### Step 1: Add a New Integration To start, click the **+ Add Integration** button in the upper-right hand corner and then click on the **Fruugo** logo. ![Click the + Add Integration button](/files/-MSV0N5B_b6sEwQZ3wTt) ![Click on the Fruugo logo](/files/-MSV0YIXg7IrKS9xx6lL) ### Step 2: Authorize Replyco — Fruugo Synchronization From the popup window, click the **Authorize** button to proceed and allow Replyco to import your Fruugo customer data. ![](/files/-MSV1-XiA5JSN3j1ydUM) ### Step 3: Log in to Your Fruugo Account via Replyco Here, you will simply give your integration a name, log in with your Fruugo username / password and enter your email address. ![](/files/-MSV2LsLXOofBuJgT_q1) **Integration Name:** Give your integration any name you want — this is for internal purposes only. **Username:** Enter your Fruugo account username (this is usually an email address). **Password**: Enter your Fruugo account password. **Display Email:** Associate an email address with your new integration. Once done, click the **Authorize** button at the bottom. ### Step 4: Set up the Correspondence In order to receive all of your Fruugo emails, in addition to your Fruugo order data, you need to perform one of the following actions: * Set up [**Email Forwarding**](/main-sections/adding-accounts/email-accounts/add-your-mailbox-via-forwarding) * Connect to your existing mailbox with the Fruugo correspondence [**via SMTP**](/main-sections/adding-accounts/email-accounts/add-your-mailbox-via-custom-smtp-settings) * **Update Fruugo Main Email** To **Update Your Fruugo Main Email**, click the **Copy Email Address** button and then click **Done**. ![Click the Copy Email Address button and then click Done](/files/-MSV4LBt-y5sf2sE5nwE) Visit Fruugo Settings page and **update** your main email address with the Replyco's generated one ![Update your Fruugo email address](/files/GUqFC0XzNjFqrU7uRiot) ### ### All Done! You will now see a message that your Fruugo Integration was saved successfully. Click the **Finish** button. ![Click the Finish button](/files/-MSV5-oOl-OuDL0gEK3F) ### VIEW / EDIT To see Integrations that have already been added, go to **Admin > Integrations.** ![Click Admin => Integrations](/files/kKGbwPMYbGSgbJNHBvF8) A list will show the Source, Synchronization Status, Account, Name, Date for Last Messages Synced, and Last Orders Synced. * A :green\_circle:**green status** means that the Integration **IS** configured correctly. * A :red\_circle:**red status** means the integration is **NOT** configured correctly. ![](/files/6eaLxDs1ployLf7Xm9rT) #### #### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** **Phone**: US:flag\_us: +1 407-588-2574 | UK:flag\_gb: +44 20 8064 0564 {% endhint %} # Wish This guide is coming soon... #### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** **Phone**: US:flag\_us: +1 407-588-2574 | UK:flag\_gb: +44 20 8064 0564 {% endhint %} # Webstores Please choose a Webstore platform you are going to integrate to Replyco: # BigCommerce Follow this step-by-step guide to receive BigCommerce messages in your Replyco account by adding the BigCommerce Integration. {% hint style="warning" %} [Access Rights](broken://pages/wxFu1OagFIfUoc18coEp) needed: **Main => Admin (View & Edit)** {% endhint %} In order to begin receiving customer messages and order information from your BigCommerce stores(s), you'll need to connect your Replyco account. Click **+ Add Integration** at the top right of the app. Select **BigCommerce** from the list of integration options. ![](/files/AMhAX3j5cKqOTPtWgS0p) ### **Step 1. Authorize** ![](/files/-M2eBWBDnLWrOlpzDy-v) ### **Step 2: Info**‌ During Step 2, we'll be jumping back and forth between BigCommerce and Replyco while we collect and enter information into the app. * Enter the **Integration Name.** * Skip down a couple of fields and enter the **Display Email** associated with your BigCommerce account. ![](/files/Qwdu4n4sipMZzqy83K7O) * Open another tab and log in to your BigCommerce store. * From the menu, go to **Advanced Settings > API Accounts.** * Click **Create API.** ‌ ​![](https://lh4.googleusercontent.com/XQtB04onCmMCKQ2kQO30-SRV4q6w3CNZbZ8N8of-hwxBZd3XuqoRhXjqxLnatSDYd9eySTTv7Fzj7c03mZXQVrj42ibUmZNAFNKNKLKvWBeaqBUlTi3Iuyu6wQ2uwVRY0frS9MiO79cBIXhiHQ) ![](https://lh5.googleusercontent.com/cGZxkwTaRitHhwLqupZdU_mb7n7aWhiowjP5XY1VCnd2DZMIUFry4MrLYOutnRUrUolI36rB9N93DiteaeeybAr0C8VMERfLXiYetImaHWj7RhhvZFxpxcLKpgKfbJ2kDHNzLO6wbGOwQ3mc0w)‌ * Enter **Replyco** in the Name field. * Be sure to mark the following 5 items as **"Read Only": Content, Customers, Orders, Order Transactions, Products.**‌ ![‌](https://lh5.googleusercontent.com/mNFIrc23-6j_1d0B4UR7TGpP7Dde39Q1uiEGEuMuqoxCateU24LyvD94GSWsdSyJF2jVqS7EhzBq13Mr7KmHg0ZYpJ7O58fddacqEXXzb37uwOJbRTtUMvG2HWugFD1oXk3IRzX3TgMZhtgS9g) * Copy the **API Path link** from BigCommerce and return to Replyco. * Paste the **API Path link** into **API Path** field**.** ![](/files/R8g6ZKfm2NN4S50Sy41q) * Return back to **BigCommerce tab** and click **Save.** The following details will be displayed * Please copy **Access Token** and **Client ID** from BigCommerce into Replyco. ![](https://lh4.googleusercontent.com/mt1M2tViN0lzGTNz1ptX4R3sNmI51Kx3uD1qWWolEiDH8pdxZ1jDGpGExD1wi2XMGDgn2zG2ieCpsW7o5FbnO0ueSGMEiIoIupZ-Z_GHJbGph38uWPKhpC3sswt2Sgnt2LwOFTdIlKTSyWx73g) ![](https://lh6.googleusercontent.com/5IyNEiVf8O2D2_pakMP5MA6yvPGgn4AEMuXzoiWIKsHw-i_P9j5_nVvxkXag_w9qOsbl8EGSt_43zDGLedtC-2ZFZrJnbb2F1iT4-YSHCJH5ud_RXGzxjs-vvZ9kHNsGOnw6g20Q) * (Advanced) Check **Custom SMTP Configuration** ONLY if you DON'T want to use the API. {% hint style="info" %} **SMTP** allows Replyco to communicate directly with your server rather than using integration API functionality. This is an **alternative method** preferred by some customers. Recommended for advanced users only. {% endhint %} * Return back to BigCommerce and click **Done**. You should now see the Replyco API account appear in BigCommerce. ![](https://lh6.googleusercontent.com/xtSWtxoKLkEMd3RgTrGJkTC2pBlPgd1iy3-F9Em_iRfE_Yp6-i9juGjHdceLFV_cywsBVw0l2nWru8jZYYSnqGRnprdGyfO3FDe-Mb9TxGeHr5nshBgsSUtp2D5PoWJ4TuH0M9XT9P8lzkneMQ) ![](https://lh5.googleusercontent.com/Wol-XW3LkfY_bGpgvgV0E5u5f57WekYQkZWuKqxcEn5kg8_5co-mmcoh679OEXiWxFFsIQ81hjeFVE0LDD9KcZv4Ws-nCprcS59290YDoO2MbWA_36HO4N1hSTmp4KzO5xN7vBIx8l4zwhivqA) ### Step 3: Save Integration * Return to **Replyco**. * Click **Finish** to complete the integration setup. ![](/files/pXu1dF79ZMslxOs5gHVv) ### Step 4: Set up the Correspondence * Visit the [Integrations page](https://app.replyco.com/integrations). * Click on the newly set up BigCommerce integration. * Scroll down and find the Replyco-generated email address for this integration. ![](/files/oWWs3jwOXTs7vujCa3ld) Set up [Forwarding](/main-sections/adding-accounts/email-accounts/add-your-mailbox-via-forwarding) to this email address OR use your own [Custom SMTP settings](/main-sections/adding-accounts/email-accounts/add-your-mailbox-via-custom-smtp-settings). ### All Done! ### VIEW / EDIT To see Integrations that have already been added, go to **Admin > Integrations.** ![Click Admin => Integrations](/files/kKGbwPMYbGSgbJNHBvF8) A list will show the Source, Synchronization Status, Account, Name, Date for Last Messages Synced, and Last Orders Synced. * A :green\_circle:**green status** means that the Integration **IS** configured correctly. * A :red\_circle:**red status** means the integration is **NOT** configured correctly. ![](/files/RNK0eNNBAHFHqjQMfdLq) #### #### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** **Phone**: US:flag\_us: +1 407-588-2574 | UK:flag\_gb: +44 20 8064 0564 {% endhint %} # Magento 2.0+ Follow this step-by-step guide to receive Magento messages in your Replyco account by adding the Magento Integration. {% hint style="warning" %} the [Access Rights](broken://pages/wxFu1OagFIfUoc18coEp) needed: **Main => Admin (View & Edit)** {% endhint %} In order to begin receiving customer messages and order information from your Magento stores(s), you'll need to connect your Replyco account to each Magento store. Click **+ Add Integration** at the top right of the app. Select **Magento** from the list of integration options. ![](https://lh4.googleusercontent.com/WGv84LSC8PSf9lF642eBrTCuVLRWUTc6dVyVmRfweaqJeoGPYO0FyMUl0S0UQQzIfRHDBy0MRm5iMmZdrfzP38b_1CJrUrm_XPwixlCp3cFoEhch2XwW-i8LO9LIh93NVzxGljuu) ## **Step 1: Authorize** ![](/files/-M2eHvY3ZbOArqMqvCtF) ## **Step 2: Set up a new Magento integration** In order to integrate the Magento store with Replyco, you will need to create a Replyco integration in Magento first. {% hint style="warning" %} Before starting, please visit **Stores => Configuration => Services => OAuth => Consumer Settings.** Switch the **Allow OAuth Access Tokens to be used as standalone Bearer tokens** option to **Yes.** {% endhint %} ### 1 - Go to the Integrations page * Log in to your Magento store. * Go to **System > Integrations.**

Go to System > Integrations

* Click **Add New Integration,** located on the top-right side of the screen**.** ![](/files/tGQzWRItQBgaEqYj7gKZ) * Enter **Replyco** as an **Integration Name.** * Enter **your** **password** to confirm your identity.

Enter Replyco as an Integration Name

* Click on the **API** page.

Visit the API page

* Click **All** under **Resource Access** for this Integration. IMPORTANT!

ck All under Resource Access for this Integration

* Go **back** to the **Integration Info** page & click **Save** on your top-right.

Save your new Integration

### 2 - Activate the Integration * Go back to **System > Integrations.** * **Activate** the newly created integration.

Visit System => Integrations again and click the Activate button

* Ensure the Integration is granted Access to all the rights possible and click **Allow**.

Click Allow

* Once done, you will be provided with different types of Tokens. * **Copy the Access Token**. You will need it further. * Click **Done**.

Copy the Access Token

## **Step 3: Enter the info into Replyco** Return back to the Replyco application and fill in the details below: * Enter the **Integration name.** * Enter **Token.** This is the Access Token you created in the previous step for Magento. * Enter **API URL.** This is a link to your Magento store ( e.g. ). * Enter a **Display Email.** * Enter a **Send Name as**. * Click **Authorize.**
## Step 4: Set up the Correspondence * Visit the [Integrations page](https://app.replyco.com/integrations). * Click on the newly set up Magento integration. * Scroll down and find the Replyco-generated email address for this integration. ![](/files/aIylwc0nx8dVGaNA3NUg) Set up [Forwarding](/main-sections/adding-accounts/email-accounts/add-your-mailbox-via-forwarding) to this email address OR use your own [Custom SMTP settings](/main-sections/adding-accounts/email-accounts/add-your-mailbox-via-custom-smtp-settings). ## All Done! ## VIEW / EDIT To see Integrations that have already been added, go to **Admin > Integrations.** ![Click Admin => Integrations](/files/kKGbwPMYbGSgbJNHBvF8) A list will show the Source, Synchronization Status, Account, Name, Date for Last Messages Synced, and Last Orders Synced. * A :green\_circle:**green status** means that the Integration **IS** configured correctly. * A :red\_circle:**red status** means the integration is **NOT** configured correctly. ![](/files/lO83QKLFblTxJuHDCn1N) #### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** **Phone**: US:flag\_us: +1 407-588-2574 | UK:flag\_gb: +44 20 8064 0564 {% endhint %} # Shopify Follow this step-by-step guide to receive Shopify messages in your Replyco account by adding the Shopify Integration. {% hint style="warning" %} Access Rights needed: **Main => Admin (View & Edit)** {% endhint %} In order to begin receiving customer messages and order information from your Shopify stores(s), you'll need to connect your Replyco account to each Shopify store and set up the Correspondence. {% hint style="warning" %} **IMPORTANT: You MUST complete ALL 3 steps below (Step 1: Info; Step 2: Authorize; Step 3: Set up the Correspondence) in order for this integration to function properly.** {% endhint %} Click **+ Add Integration** at the top right of the app. Select **Shopify** from the list of integration options. ![](https://lh4.googleusercontent.com/CUz7Unxpn6JJsghAchzbRNlKNWCgYDeZiGg9Z7qvtgOLUrZvLQIlhvvK9eqRYlBN7Q0NatdNIWskQeWF25ax-PyzYfdw6t5cSJAqCmvMghWgXhknc3WW5MAlPztK0jCUGjiP_Chw) ### **Step 1: Info** * Add **Integration name** (e.g. Shopify UK). * Enter a **Shop URL** (e.g. ) * Enter the **Display Email** (the email that will display to customers) * Enter the **Send Name as** (the name you will display to customers) * *(Advanced)* Check **Custom SMTP Configuration** ONLY if you would like to connect to your own email server and know all the credentials. {% hint style="info" %} **SMTP** allows Replyco to communicate directly with your server rather than using Replyco's generic email address. This is an **alternative method** preferred by some customers. Recommended for advanced users only. {% endhint %} * Click **Authorize.** ![](/files/g5j2ge3oGB4PuFn2MhlJ) ### **Step 2: Authorize** {% hint style="info" %} **Log in to your Shopify store.** Stay logged into your Replyco account as well. You'll need to be logged in to both so we can connect them together. {% endhint %} A secondary screen will ask you to continue with authorization. Press the **Authorize** button. ![](/files/-M2dWhHuMCY_6J-qGD44) You will be automatically redirected to your Shopify account. * **Log in** using your credentials (if not already logged in). * Click on the "green" **Install App** button. You'll be redirected to Replyco with the Shopify App validating in the background. ### Step 3: Set Up Email Forwarding {% hint style="warning" %} **\*\* REMINDER: You must configure Email Forwarding in order to complete your Shopify setup and begin receiving messages. \*\*** {% endhint %} ![](/files/-MeRTNRlVFzDkrRsfV2J) * Copy the **email address** in the box provided**.** This is a special email address that Replyco provides. * In a separate window, log in to your **Email Host** to configure Forwarding and POP/IMAP. This should be the same email host you use to receive customer messages for your Shopify store. * Paste the **address you copied** from Replyco and save**.** * Return back to the above screen in Replyco and click **Yes. Email forwarding has been set up.** ### Alternatively, if you've already closed this window, but need to get find the special Replyco email address, follow these steps: * Go to **Admin > Integrations**. * Click on the **Shopify integration** you want to edit. * Copy the **Replyco email** to your clipboard by clicking on the box. ![](/files/-MeRVsxX1_0s_zv-20un) * In a separate window, log in to your **Email Host** to configure Forwarding and POP/IMAP. This should be the same email host you use to receive customer messages for your Shopify store. * Paste the **address you copied** from Replyco and save**.** **Your Shopify account is now active. Well done!** {% hint style="info" %} It takes a few minutes for messages to begin appearing in your account. If you don't see anything after 10 minutes, and you've verified that new messages have in fact been received in your host account, please contact support. {% endhint %} ### VIEW / EDIT To see Integrations that have already been added, go to **Admin > Integrations.** ![Click Admin => Integrations](/files/kKGbwPMYbGSgbJNHBvF8) A list will show the Source, Synchronization Status, Account, Name, Date for Last Messages Synced, and Last Orders Synced. * A :green\_circle:**green status** means that the Integration **IS** configured correctly. * A :red\_circle:**red status** means the integration is **NOT** configured correctly. ![](/files/fqG9IctbKQnRLzLfrXs6) #### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** **Phone**: US:flag\_us: +1 407-588-2574 | UK:flag\_gb: +44 20 8064 0564 {% endhint %} # Shopline Follow this step-by-step guide to receive Shopline messages in your Replyco account by adding the Shopline Integration. {% hint style="warning" %} Access Rights needed: **Main => Admin (View & Edit)** {% endhint %} To begin receiving customer messages and order information from your Shopline stores(s), you'll need to connect your Replyco account to each Shopline store and set up the Correspondence. {% hint style="warning" %} **IMPORTANT: You MUST complete ALL 3 steps below (Step 1: Info; Step 2: Authorize; Step 3: Set up the Correspondence) for this integration to function properly.** {% endhint %} Click **+ Add Integration** at the top right of the app. Select **Shopline** from the list of integration options.

Click + Add Integration and select Shopline

### **Step 1: Info** * Add an **Account name** (e.g. Shopline UK). * Enter a **Shop URL** (e.g. ). * Enter the **Display Email** (the email that will be displayed to customers). * Enter the **Send Name as** (the name your customers will see). * *(Advanced)* Check **Custom SMTP Configuration** ONLY if you DON'T want to use the API. {% hint style="info" %} **SMTP** allows Replyco to communicate directly with your server rather than using integration API functionality. This is an **alternative method** preferred by some customers. Recommended for advanced users only. {% endhint %} * Click **Authorize.**

Fill in your account details

### **Step 2: Authorize** {% hint style="info" %} **Log in to your Shopline store.** Stay logged into your Replyco account as well. You'll need to be logged in to both so we can connect them. {% endhint %} A secondary screen will ask you to continue with authorization. Press the **Authorize** button. ![Click the Authorise button](/files/-M2dWhHuMCY_6J-qGD44) You will be automatically redirected to your Shopline account. **Log in** using your credentials (if not already logged in). There, you need to install the Replyco App by clicking the "Authorize and install" button at the bottom right corner.

Click "Authorize and install"

After the successful installation, you'll be redirected back to Replyco with the Shopline App validating in the background. ### Step 3: Set Up Email Forwarding {% hint style="warning" %} **\*\* REMINDER: You must configure Email Forwarding to complete your Shopline setup and begin receiving messages. \*\*** {% endhint %}
At this stage, you will need to set up Forwarding from your original Shopline mailbox to a mailbox provided by Replyco (unless you choose to use Custom Settings in Step 1 of this guide). * Copy the **email address** in the box provided**.** This is a special email address that Replyco provides. * In a separate window, log in to your **Email Host** to configure Forwarding and POP/IMAP. This should be the same email host you use to receive customer messages for your Shopline store. * Paste the **address you copied** from Replyco and save**.** * Return back to the above screen in Replyco and click **Authorize. Email forwarding has been set up.** ### Alternatively, if you've already closed this window, but need to find the special Replyco email address, follow these steps: * Go to **Admin > Accounts**. * Click on the **Shopline integration** you want to edit. * Copy the **Replyco email** to your clipboard by clicking on the box.
* In a separate window, log in to your **Email Host** to configure Forwarding and POP/IMAP. This should be the same email host you use to receive customer messages for your Shopline store. * Paste the **address you copied** from Replyco and save**.** **Your Shopline account is now active. Well done!** {% hint style="info" %} It takes a few minutes for messages to begin appearing in your account. If you don't see anything after 10 minutes, and you've verified that new messages have in fact been received in your host account, please contact support. {% endhint %} ### VIEW / EDIT To see Integrations that have already been added, go to **Admin > Accounts**

Admin > Accounts

A list will show the Source, Synchronization Status, Account, Name, Date for Last Messages Synced, and Last Orders Synced. * A :green\_circle:**green status** means that the Integration **IS** configured correctly. * A :red\_circle:**red status** means the integration is **NOT** configured correctly.
#### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** {% endhint %} # WooCommerce Follow this step-by-step guide to receive WooCommerce order data and customer messages in your Replyco account by adding the WooCommerce Integration. {% hint style="warning" %} [Access Rights](broken://pages/wxFu1OagFIfUoc18coEp) needed: **Main => Admin (View & Edit)** {% endhint %} To start receiving WooCommerce customer messages and order data within Replyco, you'll need to have access to your WordPress Admin Dashboard. But to start, head over to your Replyco account. ### Step 1: Add a New Integration To begin, click the **+ Add Integration** button in the upper-right hand corner and then click on the **WooCommerce logo**. ![](/files/-MSZdGHNVFdyXGPqQBPt) ![](/files/-MSZdJH1-8MsyHIrPGh5) ### Step 2: Authorize Replyco — WooCommerce Synchronization From the popup window, click the **Authorize** button to proceed and allow Replyco to import your WooCommerce customer data. ![](/files/-MSZe1zKg1cLBqrNLhWt) {% hint style="warning" %} In order to proceed with the next steps, you will need your WordPress account login credentials. {% endhint %} ### **Step 3: Head Over to Your WordPress Admin Dashboard** Next, leave the Replyco integration setup window open, and in a new tab, go to your **WordPress Dashboard**. You can do this by adding "`wp-admin` " at the end of your website's URL. ![](/files/-MSZfiCLkxv_-e3-qCpV) From here, hover your mouse over **WooCommerce** on the left-hand side of the screen and then click **Settings**. ### Step **4**: Set up Your REST API Key From the WordPress —WooCommerce settings menu, select the **Advanced** tab on the right, and then select the **REST API** tab from the sub-menu. ![](/files/-MSZgm9oSeBmehI6qErG) **Description:** Give your Replyco API key a descriptive name. This is for internal purposes only. **User:** Select a user from the dropdown list. This is usually the WordPress account admin. **Permissions:** Leave this on "Read." Once done, click the **Generate API** button. ### Step 5: Copy Your Consumer Key & Secret You will now see your newly generated Consumer key and Consumer secret. Copy both of these into a blank document. ![](/files/-MSZicZ8kTrcWA6mYRVF) {% hint style="danger" %} **Make sure to save both of these codes in a document for safekeeping. You will NOT be able to access them again after completing this step, as they will both be encrypted.** {% endhint %} ### Step 6: Head Back to Replyco Back in your Replyco integration setup window, finish setting up your WooCommerce integration. ![](/files/-MSZlaMqBWqGB3wET2zy) **Integration Name:** Give your integration any name you want — this is for internal purposes only. **Username:** Enter your WooCommerce account username (this is usually an email address). **Consumer Key**: Paste in the Consumer key you just copied in Step 7. **Consumer Secret:** Paste in the Consumer secret you just copied in Step 7. **Store URL:** Enter your WooCommerce store's web address. **Display Email:** Associate an email address with your new integration. Once done, click the **Authorize** button at the bottom ### Step 7: Set up the Correspondence In order to receive all of your WooCommerce emails, in addition to your WooCommerce order data, you will need to set up email forwarding. Click the **Copy Email Address** button and then click **Authorize**. ![](/files/RmELyfuUf4lrSIFQie3x) Once the forwarding is set up, click the Finish button. ![](/files/lGCEyPyiO0yDsF1wVj1a) ### How to set up the Correspondence after: * Visit the [Integrations page](https://app.replyco.com/integrations). * Click on the newly set up WooCommerce integration. * Scroll down and find the Replyco-generated email address for this integration. ![](/files/6l3cXiy5TrJLNg0481Ds) Set up [Forwarding](/main-sections/adding-accounts/email-accounts/add-your-mailbox-via-forwarding) to this email address OR use your own [Custom SMTP settings](/main-sections/adding-accounts/email-accounts/add-your-mailbox-via-custom-smtp-settings). ### All Done! ### VIEW / EDIT To see Integrations that have already been added, go to **Admin > Integrations.** ![Click Admin => Integrations](/files/kKGbwPMYbGSgbJNHBvF8) A list will show the Source, Synchronization Status, Account, Name, Date for Last Messages Synced, and Last Orders Synced. * A :green\_circle:**green status** means that the Integration **IS** configured correctly. * A :red\_circle:**red status** means the integration is **NOT** configured correctly. ![](/files/HqKAZd43TT3VPkKHXnbf) #### #### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** **Phone**: US:flag\_us: +1 407-588-2574 | UK:flag\_gb: +44 20 8064 0564 {% endhint %} # Live Chats Bring all of your Live Chats to one place by integrating them into Replyco. # Replyco Live Chat Replyco Live Chat provides streamlined customer support and fully customizable instant messaging with your customers. Please choose the instruction according to what your website is built on. # Universal Instruction Follow this step-by-step guide to add the Replyco Live Chat widget to your website. ![](/files/XfF1poCUoomguHvbsl7q) {% hint style="warning" %} [Access Rights](broken://pages/wxFu1OagFIfUoc18coEp) needed: **Main => Instant Messages (View & Edit)** {% endhint %} {% hint style="warning" %} [Access Rights](broken://pages/wxFu1OagFIfUoc18coEp) needed: **Tools => Widgets (View & Edit)** {% endhint %} Adding a Live Chat feature to your website allows you to effortlessly connect with website visitors while offering a streamlined customer service experience. Follow this setup guide if your website doesn’t use a content management system like [WordPress](/main-sections/adding-accounts/live-chats/replyco-live-chat/for-wordpress-website), or an eCommerce platform like [Shopify](/main-sections/adding-accounts/live-chats/replyco-live-chat/for-shopify-website). ### Step 1: Go to the Widgets tab To set up Replyco Live Chat, first go to the **Instant Tools** section, then select the **Widgets** tab. ![Go to the Instant Tools section, then select the Widgets tab](/files/JdX483FSUBQAVyoXjaPE) ### Step 2: Create a New Widget From the widgets page, click the **"+ Create New"** button. ![Click the "+ Create New" button](https://gblobscdn.gitbook.com/assets%2F-LnmKPkZJUdvREy_xia7%2F-MO9G3_lPADaw1n0Q7HT%2F-MO9HrrwOSl-BJRInnsI%2FStep%202_create%20new%20widget.png?alt=media\&token=8881bb38-c19c-4eb3-8eda-2524ea2b84bf) ### **Step 3: Set Up Your Live Chat Appearance** Here you will set up the title, appearance and messaging of your Live Chat Widget, as well as assign Live Chat users. Once you’re done, click the **"Save"** button. ![Select an appearance and working time](/files/ZjeVPvllUntYt7pQFR13) **Theme:** Select a colour for your live chat widget. **Background Color:** Select the colour that appears behind the chat window. **Position:** Choose whether the Live Chat widget appears on the left-hand or right-hand side of the screen. **Working days / Working hours / Holidays:** Selecting your business hours and days of operation, as well as the holidays on which your team isn't available, will determine when web visitors see the "During business hours" or "Outside business hours" message. You may choose to use the working time from your [Company Settings](/main-sections/administrative-processes/company-settings) page. ![Customize the LiveChat Widget text](/files/tKujYtVpTatajiOoDHVO) ![](/files/oALKEnto1Xy58oMmvNKd) **Chat title:** Give your chat a title — this is what web visitors will see immediately after clicking on the Live Chat widget, but before starting a conversation. **Introductory message:** Give your chat an introductory message, such as "How can we help you?" This will be displayed at the top of the chat widget after starting a conversation. **During business hours message:** Write a message that will appear on the Live Chat widget during normal days/hours of operation, as specified above. **Outside business hours message:** Write a message that will appear on the Live Chat widget when your team is unavailable, as specified above. ![Adjust the additional features](/files/uDcbBpLrzDLXRqtRrh3F) **Widget visibility outside working hours**: Leaving this slider in the "On" position will display the widget, while the "Off" position will hide the widget outside of working hours. **Show welcome message:** Leaving this slider in the "On" position will display the "Introductory message" above the Live Chat widget icon at all times. **Play sound for new messages:** Leaving this slider in the "On" position will trigger a sound in your browser tab when new messages are sent or received in the Live Chat widget. **Widget on mobile devices:** Leaving this slider in the "On" position will display the Live Chat widget on devices with a small screen, while the "Off" position will hide the widget on these devices. **Privacy Policy (GDPR):** Leaving this slider in the "On" position will display an obligate checkbox for website visitors when they are providing their name and email address:\ *"I authorize the* [*Replyco*](https://replyco.com/?utm_source=chat-widget) *to process my personal data in accordance with the* [*Privacy Policy*](https://replyco.com/privacy-policy/) *\*".* **Message page tracking:** Leaving this slider in the "On" position will display the URL of the page a visitor is messaging you from. {% hint style="info" %} All fields except the "Holidays" one must be filled in this step before proceeding. {% endhint %} ### **Step 4: Copy the Live Chat HTML Code** Select your newly created Live Chat widget from the **Widgets** screen. Then, click on the **"Installation"** tab and select **"Copy"** to the right of the HTML code. ![ Select the "Installation" tab and then click on "Copy"](https://gblobscdn.gitbook.com/assets%2F-LnmKPkZJUdvREy_xia7%2F-MO9JfJZ9TCqMOdG7RWJ%2F-MO9JmDAvdXIPDnRVA1C%2FStep%204%20Copy%20Code.png?alt=media\&token=ca7c19f8-4499-4d9a-bf53-f437d5a3af56) ### Step 5: Edit Your Website's HTML Next, with your preferred text editor program or integrated developer environment (Sublime Text, Atom, Microsoft Visual Studio, etc.), open the webpage(s) on which you wish to install Live Chat. Alternatively, if you use an online, all-in-one hosting and development solution, like GoDaddy, you can edit or add HTML code directly from their online interface. In your HTML code, between the opening **\** and closing **\** tags, paste the Live Chat code you copied in Step #4. ![](/files/-MQO2Avq_j0iB015EDP-) {% hint style="info" %} **Note: You will need to repeat steps 5 - 6 for every webpage you would like to have the Live Chat widget installed on.** {% endhint %} ### Step 6: Save Your Revised HTML Save your edited HTML document and upload it to your web hosting service. You'll be replacing the previous HTML document for this webpage, so that your new chat widget will be live on the web. If you used an online development and hosting platform to edit your webpage, this will likely be done automatically when you hit “save” or “update.” To make sure, refresh the live webpage after updating, to make sure the chat widget is now there. ### All Done! Your Live Chat widget will now appear on your website. ![](/files/-MOnDyZ0ed7FplGfNki9) ### Using Replyco Live Chat Using your Replyco Live Chat widget couldn't be simpler. Navigate to the **Instant Messages** tab of the Replyco Home screen. From here you can view and respond to all of your Live Chat messages. ![](/files/CjOQBC3jMnHfGvTPDDLC) #### #### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** **Phone**: US:flag\_us: +1 407-588-2574 | UK:flag\_gb: +44 20 8064 0564 {% endhint %} # For Magento Website Follow this step-by-step guide to add the Replyco Live Chat feature to your Magento store.
{% hint style="warning" %} [Access Rights](broken://pages/wxFu1OagFIfUoc18coEp) needed: **Main => Instant Messages (View & Edit)** {% endhint %} {% hint style="warning" %} [Access Rights](broken://pages/wxFu1OagFIfUoc18coEp) needed: **Tools => Widgets (View & Edit)** {% endhint %} Adding a Live Chat feature to your Magento website allows you to effortlessly connect with website visitors while offering a streamlined customer service experience. For this, you’ll need to access your Magento account, but to start, head over to your Replyco home screen. ### Step 1: Go to the Widgets tab To set up Replyco Live Chat, first go to the **Instant Tools** section, then select the **Widgets** tab. ![Go to the Instant Tools section, then select the Widgets tab](/files/JdX483FSUBQAVyoXjaPE) ### Step 2: Create a New Widget From the widgets page, click the **"+ Create New"** button. ![Click the "+ Create New" button](https://gblobscdn.gitbook.com/assets%2F-LnmKPkZJUdvREy_xia7%2F-MO9G3_lPADaw1n0Q7HT%2F-MO9HrrwOSl-BJRInnsI%2FStep%202_create%20new%20widget.png?alt=media\&token=8881bb38-c19c-4eb3-8eda-2524ea2b84bf) ### **Step 3: Set Up Your Live Chat Appearance** Here you will set up the title, appearance and messaging of your Live Chat Widget, as well as assign Live Chat users. Once you’re done, click the **"Save"** button. ![Select an appearance and working time](/files/ZjeVPvllUntYt7pQFR13) **Theme:** Select a colour for your live chat widget. **Background Color:** Select the colour that appears behind the chat window. **Position:** Choose whether the Live Chat widget appears on the left-hand or right-hand side of the screen. **Working days / Working hours / Holidays:** Selecting your business hours and days of operation, as well as the holidays on which your team isn't available, will determine when web visitors see the "During business hours" or "Outside business hours" message. You may choose to use the working time from your [Company Settings](/main-sections/administrative-processes/company-settings) page. ![Customize the LiveChat Widget text](/files/tKujYtVpTatajiOoDHVO) ![](/files/oALKEnto1Xy58oMmvNKd) **Chat title:** Give your chat a title — this is what web visitors will see immediately after clicking on the Live Chat widget, but before starting a conversation. **Introductory message:** Give your chat an introductory message, such as "How can we help you?" This will be displayed at the top of the chat widget after starting a conversation. **During business hours message:** Write a message that will appear on the Live Chat widget during normal days/hours of operation, as specified above. **Outside business hours message:** Write a message that will appear on the Live Chat widget when your team is unavailable, as specified above. ![Adjust the additional features](/files/uDcbBpLrzDLXRqtRrh3F) **Widget visibility outside working hours**: Leaving this slider in the "On" position will display the widget, while the "Off" position will hide the widget outside of working hours. **Show welcome message:** Leaving this slider in the "On" position will display the "Introductory message" above the Live Chat widget icon at all times. **Play sound for new messages:** Leaving this slider in the "On" position will trigger a sound in your browser tab when new messages are sent or received in the Live Chat widget. **Widget on mobile devices:** Leaving this slider in the "On" position will display the Live Chat widget on devices with a small screen, while the "Off" position will hide the widget on these devices. **Privacy Policy (GDPR):** Leaving this slider in the "On" position will display an obligate checkbox for website visitors when they are providing their name and email address:\ *"I authorize the* [*Replyco*](https://replyco.com/?utm_source=chat-widget) *to process my personal data in accordance with the* [*Privacy Policy*](https://replyco.com/privacy-policy/) *\*".* **Message page tracking:** Leaving this slider in the "On" position will display the URL of the page a visitor is messaging you from. {% hint style="info" %} All fields except the "Holidays" one must be filled in this step before proceeding. {% endhint %} ### **Step 4: Copy the Live Chat HTML Code** Select your newly created Live Chat widget from the **Widgets** screen. Then, click on the **"Installation"** tab and select **"Copy"** to the right of the HTML code. ![ Select the "Installation" tab and then click on "Copy"](https://gblobscdn.gitbook.com/assets%2F-LnmKPkZJUdvREy_xia7%2F-MO9JfJZ9TCqMOdG7RWJ%2F-MO9JmDAvdXIPDnRVA1C%2FStep%204%20Copy%20Code.png?alt=media\&token=ca7c19f8-4499-4d9a-bf53-f437d5a3af56) {% hint style="warning" %} **In order to proceed with the next steps, you will need access to your Shopify store’s administrative tools.** {% endhint %} ### **Step 5: Head Over to Your Magento Store** #### **Magento** **2**.x manual installation 1. Access your **Magento admin panel** and navigate to **Content → Design → Configuration**. 2. Locate the store view you wish to configure and select **Edit** from the **Action column**. 3. **Retrieve** the widget code from the **Chat Widget** section in your **Replyco account**. 4. **Return to the Magento admin panel**, expand the **HTML Head** section, and insert the widget code into the **Scripts and Style Sheets** field. **Save** the configuration. 5. Proceed to **System → Cache management**, select **all** checkboxes, and click the **Refresh/Submit** button. This will update the cache with the new widget configuration. #### **Magento** 1.x manual installation 1. Navigate to your **Magento admin panel** and select **System → Configuration → Design → HTML head**. 2. Locate the **Miscellaneous Scripts** field and scroll to it. 3. **Retrieve** the widget code from the **Chat Widget** section in your **Replyco account**. 4. **Return to the Magento admin panel**, and paste the widget code into the **Miscellaneous Scripts** field. Save the configuration by clicking the **Save** **config** button. 5. To update the cache with the new widget configuration, select **all** checkboxes under **System → Cache management** and click the **Refresh/Submit** button. ### All Done! Your Live Chat widget will now appear on all pages of your Magento website. All of the Live Chat messages you receive will appear in the **Instant Messages tab** of your Replyco home screen.
![](/files/-MOnDyZ0ed7FplGfNki9) ### Using Replyco Live Chat Using your Replyco Live Chat widget couldn't be simpler. Navigate to the **Instant Messages** tab of the Replyco Home screen. From here you can view and respond to all of your Live Chat messages. ![](/files/CjOQBC3jMnHfGvTPDDLC) #### #### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** **Phone**: US:flag\_us: +1 407-588-2574 | UK:flag\_gb: +44 20 8064 0564 {% endhint %} # For BigCommerce Website Follow this step-by-step guide to add the Replyco Live Chat feature to your BigCommerce store.
{% hint style="warning" %} [Access Rights](broken://pages/wxFu1OagFIfUoc18coEp) needed: **Main => Instant Messages (View & Edit)** {% endhint %} {% hint style="warning" %} [Access Rights](broken://pages/wxFu1OagFIfUoc18coEp) needed: **Tools => Widgets (View & Edit)** {% endhint %} Adding a Live Chat feature to your BigCommerce website allows you to effortlessly connect with website visitors while offering a streamlined customer service experience. For this, you’ll need to access your BigCommerce account, but to start, head over to your Replyco home screen. ### Step 1: Go to the Widgets tab To set up Replyco Live Chat, first go to the **Instant Tools** section, then select the **Widgets** tab. ![Go to the Instant Tools section, then select the Widgets tab](/files/JdX483FSUBQAVyoXjaPE) ### Step 2: Create a New Widget From the widgets page, click the **"+ Create New"** button. ![Click the "+ Create New" button](https://gblobscdn.gitbook.com/assets%2F-LnmKPkZJUdvREy_xia7%2F-MO9G3_lPADaw1n0Q7HT%2F-MO9HrrwOSl-BJRInnsI%2FStep%202_create%20new%20widget.png?alt=media\&token=8881bb38-c19c-4eb3-8eda-2524ea2b84bf) ### **Step 3: Set Up Your Live Chat Appearance** Here you will set up the title, appearance and messaging of your Live Chat Widget, as well as assign Live Chat users. Once you’re done, click the **"Save"** button. ![Select an appearance and working time](/files/ZjeVPvllUntYt7pQFR13) **Theme:** Select a colour for your live chat widget. **Background Color:** Select the colour that appears behind the chat window. **Position:** Choose whether the Live Chat widget appears on the left-hand or right-hand side of the screen. **Working days / Working hours / Holidays:** Selecting your business hours and days of operation, as well as the holidays on which your team isn't available, will determine when web visitors see the "During business hours" or "Outside business hours" message. You may choose to use the working time from your [Company Settings](/main-sections/administrative-processes/company-settings) page. ![Customize the LiveChat Widget text](/files/tKujYtVpTatajiOoDHVO) ![](/files/oALKEnto1Xy58oMmvNKd) **Chat title:** Give your chat a title — this is what web visitors will see immediately after clicking on the Live Chat widget, but before starting a conversation. **Introductory message:** Give your chat an introductory message, such as "How can we help you?" This will be displayed at the top of the chat widget after starting a conversation. **During business hours message:** Write a message that will appear on the Live Chat widget during normal days/hours of operation, as specified above. **Outside business hours message:** Write a message that will appear on the Live Chat widget when your team is unavailable, as specified above. ![Adjust the additional features](/files/uDcbBpLrzDLXRqtRrh3F) **Widget visibility outside working hours**: Leaving this slider in the "On" position will display the widget, while the "Off" position will hide the widget outside of working hours. **Show welcome message:** Leaving this slider in the "On" position will display the "Introductory message" above the Live Chat widget icon at all times. **Play sound for new messages:** Leaving this slider in the "On" position will trigger a sound in your browser tab when new messages are sent or received in the Live Chat widget. **Widget on mobile devices:** Leaving this slider in the "On" position will display the Live Chat widget on devices with a small screen, while the "Off" position will hide the widget on these devices. **Privacy Policy (GDPR):** Leaving this slider in the "On" position will display an obligate checkbox for website visitors when they are providing their name and email address:\ *"I authorize the* [*Replyco*](https://replyco.com/?utm_source=chat-widget) *to process my personal data in accordance with the* [*Privacy Policy*](https://replyco.com/privacy-policy/) *\*".* **Message page tracking:** Leaving this slider in the "On" position will display the URL of the page a visitor is messaging you from. {% hint style="info" %} All fields except the "Holidays" one must be filled in this step before proceeding. {% endhint %} ### **Step 4: Copy the Live Chat HTML Code** Select your newly created Live Chat widget from the **Widgets** screen. Then, click on the **"Installation"** tab and select **"Copy"** to the right of the HTML code. ![ Select the "Installation" tab and then click on "Copy"](https://gblobscdn.gitbook.com/assets%2F-LnmKPkZJUdvREy_xia7%2F-MO9JfJZ9TCqMOdG7RWJ%2F-MO9JmDAvdXIPDnRVA1C%2FStep%204%20Copy%20Code.png?alt=media\&token=ca7c19f8-4499-4d9a-bf53-f437d5a3af56) {% hint style="warning" %} **In order to proceed with the next steps, you will need access to your BigCommerce store’s administrative tools.** {% endhint %} ### **Step 5: Head Over to Your BigCommerce Store** ### Blueprint themes (legacy) 1. Go to the **My Themes** section in your **BigCommerce admin page** and select the option to **Edit HTML/CSS** under **Storefront**. 2. When the code editor opens, find the **footer.html** file and insert the chat installation code **before the closing \ tag** in the file. 3. **Save** the changes and you're good to go! Your shop site should now load the chat. ### Installing using Script Manager 1. Return to your **BigCommerce panel** and select the '**Script Manager**' option in the '**Storefront**' section. 2. The script editor will open, allowing you to add custom code to your website. **Set the following parameters**: * Name and description: you can set these to '**Replyco**' and '**Live chat**' * Location on page: **Footer** * Pages where the script will be added: **All Pages** * Script category: **Functional** * Script type: **Script** * Insert the chat installation code into the **bottom box**. 3. Click the **save** button at the bottom of the screen. Your chat widget should now appear in your store. {% hint style="info" %} If you cannot find the '**Script Manager**' section on your site, use the '**Footer Scripts**' section instead and **paste the code there**. {% endhint %}

Use the 'Footer Scripts' section if you do not have the 'Script Manager' section

### All Done! Your Live Chat widget will now appear on all pages of your BigCommerce website. All of the Live Chat messages you receive will appear in the **Instant Messages tab** of your Replyco home screen.
![](/files/-MOnDyZ0ed7FplGfNki9) ### Using Replyco Live Chat Using your Replyco Live Chat widget couldn't be simpler. Navigate to the **Instant Messages** tab of the Replyco Home screen. From here you can view and respond to all of your Live Chat messages. ![](/files/CjOQBC3jMnHfGvTPDDLC) #### #### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** **Phone**: US:flag\_us: +1 407-588-2574 | UK:flag\_gb: +44 20 8064 0564 {% endhint %} # For Shopify Website Follow this step-by-step guide to add the Replyco Live Chat feature to your Shopify store. ![](/files/PEvkMxQaI8b9BnXzvVMB) {% hint style="warning" %} [Access Rights](broken://pages/wxFu1OagFIfUoc18coEp) needed: **Main => Instant Messages (View & Edit)** {% endhint %} {% hint style="warning" %} [Access Rights](broken://pages/wxFu1OagFIfUoc18coEp) needed: **Tools => Widgets (View & Edit)** {% endhint %} {% embed url="" %} A video instruction {% endembed %} Adding a Live Chat feature to your Shopify website allows you to effortlessly connect with website visitors while offering a streamlined customer service experience. For this, you’ll need to access your Shopify account, but to start, head over to your Replyco home screen. ### Step 1: Go to the Widgets tab To set up Replyco Live Chat, first go to the **Instant Tools** section, then select the **Widgets** tab. ![Go to the Instant Tools section, then select the Widgets tab](/files/JdX483FSUBQAVyoXjaPE) ### Step 2: Create a New Widget From the widgets page, click the **"+ Create New"** button. ![Click the "+ Create New" button](https://gblobscdn.gitbook.com/assets%2F-LnmKPkZJUdvREy_xia7%2F-MO9G3_lPADaw1n0Q7HT%2F-MO9HrrwOSl-BJRInnsI%2FStep%202_create%20new%20widget.png?alt=media\&token=8881bb38-c19c-4eb3-8eda-2524ea2b84bf) ### **Step 3: Set Up Your Live Chat Appearance** Here you will set up the title, appearance and messaging of your Live Chat Widget, as well as assign Live Chat users. Once you’re done, click the **"Save"** button. ![Select an appearance and working time](/files/ZjeVPvllUntYt7pQFR13) **Theme:** Select a colour for your live chat widget. **Background Color:** Select the colour that appears behind the chat window. **Position:** Choose whether the Live Chat widget appears on the left-hand or right-hand side of the screen. **Working days / Working hours / Holidays:** Selecting your business hours and days of operation, as well as the holidays on which your team isn't available, will determine when web visitors see the "During business hours" or "Outside business hours" message. You may choose to use the working time from your [Company Settings](/main-sections/administrative-processes/company-settings) page. ![Customize the LiveChat Widget text](/files/tKujYtVpTatajiOoDHVO) ![](/files/oALKEnto1Xy58oMmvNKd) **Chat title:** Give your chat a title — this is what web visitors will see immediately after clicking on the Live Chat widget, but before starting a conversation. **Introductory message:** Give your chat an introductory message, such as "How can we help you?" This will be displayed at the top of the chat widget after starting a conversation. **During business hours message:** Write a message that will appear on the Live Chat widget during normal days/hours of operation, as specified above. **Outside business hours message:** Write a message that will appear on the Live Chat widget when your team is unavailable, as specified above. ![Adjust the additional features](/files/uDcbBpLrzDLXRqtRrh3F) **Widget visibility outside working hours**: Leaving this slider in the "On" position will display the widget, while the "Off" position will hide the widget outside of working hours. **Show welcome message:** Leaving this slider in the "On" position will display the "Introductory message" above the Live Chat widget icon at all times. **Play sound for new messages:** Leaving this slider in the "On" position will trigger a sound in your browser tab when new messages are sent or received in the Live Chat widget. **Widget on mobile devices:** Leaving this slider in the "On" position will display the Live Chat widget on devices with a small screen, while the "Off" position will hide the widget on these devices. **Privacy Policy (GDPR):** Leaving this slider in the "On" position will display an obligate checkbox for website visitors when they are providing their name and email address:\ *"I authorize the* [*Replyco*](https://replyco.com/?utm_source=chat-widget) *to process my personal data in accordance with the* [*Privacy Policy*](https://replyco.com/privacy-policy/) *\*".* **Message page tracking:** Leaving this slider in the "On" position will display the URL of the page a visitor is messaging you from. {% hint style="info" %} All fields except the "Holidays" one must be filled in this step before proceeding. {% endhint %} ### **Step 4: Copy the Live Chat HTML Code** Select your newly created Live Chat widget from the **Widgets** screen. Then, click on the **"Installation"** tab and select **"Copy"** to the right of the HTML code. ![ Select the "Installation" tab and then click on "Copy"](https://gblobscdn.gitbook.com/assets%2F-LnmKPkZJUdvREy_xia7%2F-MO9JfJZ9TCqMOdG7RWJ%2F-MO9JmDAvdXIPDnRVA1C%2FStep%204%20Copy%20Code.png?alt=media\&token=ca7c19f8-4499-4d9a-bf53-f437d5a3af56) {% hint style="warning" %} **In order to proceed with the next steps, you will need access to your Shopify store’s administrative tools.** {% endhint %} ### **Step 5: Head Over to Your Shopify Store** Now, go to your Shopify website’s admin dashboard. On the left-hand side, under the category **SALES CHANNELS**, select the **Online Store** tab and then click the **Themes** tab. ![](/files/-MQy9Fd_ReMw2HLr-xRo) ### **Step 6: Edit Your Shopify Theme** On the right-hand side on the screen click the the **Actions** bar for your **Current theme,** and from the drop-down menu select the option **Edit code.** ![](/files/-MQyBaZsRhOTS6Pjm5ca) ### **Step 7: Paste the Live Chat HTML Code** Ensure that you are editing the **"theme.liquid"** html page under the **Layout** section — it should be opened by default. ![](/files/-MQyFCcvWBzQYuobmsfH) Just before the closing \ tag, paste the Live Chat HTML code we copied earlier. When you’re finished, click **"Save"** in the upper-right-hand corner of the screen ### All Done! Your Live Chat widget will now appear on all pages of your Shopify website. All of the Live Chat messages you receive will appear in the **Instant Messages tab** of your Replyco home screen.
![](/files/-MOnDyZ0ed7FplGfNki9) ### Using Replyco Live Chat Using your Replyco Live Chat widget couldn't be simpler. Navigate to the **Instant Messages** tab of the Replyco Home screen. From here you can view and respond to all of your Live Chat messages. ![](/files/CjOQBC3jMnHfGvTPDDLC) #### #### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** **Phone**: US:flag\_us: +1 407-588-2574 | UK:flag\_gb: +44 20 8064 0564 {% endhint %} # For WordPress Website Follow this step-by-step guide to add the Replyco Live Chat widget to your WordPress website. ![](/files/PEvkMxQaI8b9BnXzvVMB) {% hint style="warning" %} [Access Rights](broken://pages/wxFu1OagFIfUoc18coEp) needed: **Main => Instant Messages (View & Edit)** {% endhint %} {% hint style="warning" %} [Access Rights](broken://pages/wxFu1OagFIfUoc18coEp) needed: **Tools => Widgets (View & Edit)** {% endhint %} Adding a Live Chat feature to your WordPress website allows you to effortlessly connect with website visitors while offering a streamlined customer service experience. For this, you’ll need to access your WordPress account, but to start, head over to your Replyco home screen. ### Step 1: Go to the Widgets tab To set up Replyco Live Chat, first go to the **Instant Tools** section, then select the **Widgets** tab. ![Go to the Instant Tools section, then select the Widgets tab](/files/JdX483FSUBQAVyoXjaPE) ### Step 2: Create a New Widget From the widgets page, click the **"+ Create New"** button. ![Click the "+ Create New" button](https://gblobscdn.gitbook.com/assets%2F-LnmKPkZJUdvREy_xia7%2F-MO9G3_lPADaw1n0Q7HT%2F-MO9HrrwOSl-BJRInnsI%2FStep%202_create%20new%20widget.png?alt=media\&token=8881bb38-c19c-4eb3-8eda-2524ea2b84bf) ### **Step 3: Set Up Your Live Chat Appearance** Here you will set up the title, appearance and messaging of your Live Chat Widget, as well as assign Live Chat users. Once you’re done, click the **"Save"** button. ![Select an appearance and working time](/files/ZjeVPvllUntYt7pQFR13) **Theme:** Select a colour for your live chat widget. **Background Color:** Select the colour that appears behind the chat window. **Position:** Choose whether the Live Chat widget appears on the left-hand or right-hand side of the screen. **Working days / Working hours / Holidays:** Selecting your business hours and days of operation, as well as the holidays on which your team isn't available, will determine when web visitors see the "During business hours" or "Outside business hours" message. You may choose to use the working time from your [Company Settings](/main-sections/administrative-processes/company-settings) page. ![Customize the LiveChat Widget text](/files/tKujYtVpTatajiOoDHVO) ![](/files/oALKEnto1Xy58oMmvNKd) **Chat title:** Give your chat a title — this is what web visitors will see immediately after clicking on the Live Chat widget, but before starting a conversation. **Introductory message:** Give your chat an introductory message, such as "How can we help you?" This will be displayed at the top of the chat widget after starting a conversation. **During business hours message:** Write a message that will appear on the Live Chat widget during normal days/hours of operation, as specified above. **Outside business hours message:** Write a message that will appear on the Live Chat widget when your team is unavailable, as specified above. ![Adjust the additional features](/files/uDcbBpLrzDLXRqtRrh3F) **Widget visibility outside working hours**: Leaving this slider in the "On" position will display the widget, while the "Off" position will hide the widget outside of working hours. **Show welcome message:** Leaving this slider in the "On" position will display the "Introductory message" above the Live Chat widget icon at all times. **Play sound for new messages:** Leaving this slider in the "On" position will trigger a sound in your browser tab when new messages are sent or received in the Live Chat widget. **Widget on mobile devices:** Leaving this slider in the "On" position will display the Live Chat widget on devices with a small screen, while the "Off" position will hide the widget on these devices. **Privacy Policy (GDPR):** Leaving this slider in the "On" position will display an obligate checkbox for website visitors when they are providing their name and email address:\ *"I authorize the* [*Replyco*](https://replyco.com/?utm_source=chat-widget) *to process my personal data in accordance with the* [*Privacy Policy*](https://replyco.com/privacy-policy/) *\*".* **Message page tracking:** Leaving this slider in the "On" position will display the URL of the page a visitor is messaging you from. {% hint style="info" %} All fields except the "Holidays" one must be filled in this step before proceeding. {% endhint %} ### **Step 4: Copy the Live Chat HTML Code** Select your newly created Live Chat widget from the **Widgets** screen. Then, click on the **"Installation"** tab and select **"Copy"** to the right of the HTML code. ![ Select the "Installation" tab and then click on "Copy"](https://gblobscdn.gitbook.com/assets%2F-LnmKPkZJUdvREy_xia7%2F-MO9JfJZ9TCqMOdG7RWJ%2F-MO9JmDAvdXIPDnRVA1C%2FStep%204%20Copy%20Code.png?alt=media\&token=ca7c19f8-4499-4d9a-bf53-f437d5a3af56) {% hint style="warning" %} **In order to proceed with the next steps, you will need access to your WordPress account login credentials.** {% endhint %} ### **Step 5: Head over to your WordPress Admin Dashboard** On the left-hand panel of your WordPress Dashboard, hover your mouse over the **Appearance** tab and then select **Widgets**.
![](/files/-MOn3xzmyRhqQQMLA0Kp) ### **Step 6: Add a New Widget** From the “**Available Widgets**” menu, click on **Custom HTML**, and from the dropdown menu click the **Add Widget** button under "**Footer**." ![](/files/-MOn4SYFzNA2V8s0tTfo) ### **Step 7: Paste the Live Chat HTML Code** You will now see the “**Custom HTML**” widget box appear on the right-hand side of the page. Paste the Live Chat HTML code you copied in Step #4 into the Content box and hit **Save.** ![](/files/-MOn5eS1_kfdI2tk7qMY) {% hint style="warning" %} **Ignore the “Title” text entry field above the Content box — it will just create unnecessary text in the footer of your site that the Live Chat widget doesn’t need.** {% endhint %} ### **All Done!** Your Live Chat widget will now appear on your WordPress site. ![](/files/-MOnDyZ0ed7FplGfNki9) ### Using Replyco Live Chat Using your Replyco Live Chat widget couldn't be simpler. Navigate to the **Instant Messages** tab of the Replyco Home screen. From here you can view and respond to all of your Live Chat messages. ![](/files/CjOQBC3jMnHfGvTPDDLC) #### #### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** **Phone**: US:flag\_us: +1 407-588-2574 | UK:flag\_gb: +44 20 8064 0564 {% endhint %} # Social Media Gather all of your Social Media business accounts under one roof by integrating them into Replyco. # Facebook Messenger Follow this step-by-step guide to receive Facebook Messenger messages in your Replyco account by adding the Facebook Messenger integration.
{% hint style="warning" %} **Access Rights Needed**: Main => Admin (View & Edit) Main => Instant Messages {% endhint %} {% hint style="warning" %} **Restricting User Access to Instant Messages** \ You can control access to specific Instant Messages integrations for each user by visiting Instant Messages Accounts and choosing Relevant Accounts. {% endhint %} Replyco seamlessly integrates with Facebook Messenger, enabling efficient customer communication directly from your helpdesk. ### **Step 0: Add Yourself as a Facebook Business Page Manager** {% embed url="" %} 1. Select the Facebook Business Page you wish to integrate with Replyco. 2. Navigate to **Settings and Privacy > Settings**. 3. Locate the **Page Access** section and add yourself to the **People with Facebook Access** list with full access rights. **Once Step 0 is finished, you will be able to integrate your Facebook Messenger into Replyco.** *** ### **Step 1: Add A New Integration** {% embed url="" %} \ Click the **+ Add Account** button at the top right, then select **Facebook**. ### **Step 2: Click “Authorize”** \ Click on **Authorize** to proceed with the Facebook integration. ### **Step 3: Confirm Your Account & Select Page** Click **Edit Settings (1)** and choose a Page you wish to integrate with Replyco to receive and respond to customer messages. Then, click **Next**. > **Please be aware that you can only select one page for integration at a time. To integrate additional pages, you will need to complete the integration process individually for each one.** Verify you’re signed into the correct Facebook account for integration, and select **Continue as \[name] (2)**. Alternatively, choose **Log into another account** if needed. ### **Step 4: Grant Permission to Replyco** \ To ensure smooth integration, leave both permission toggles set to “Yes,” then click **Done**. **All Done!**\ A confirmation message will notify you that Replyco has been successfully linked to your Facebook account. Click **OK** to return to the Replyco home screen. Now, you’ll see the **Instant Messages** tab in Replyco’s menu, where you can view and respond to all incoming Facebook Messenger inquiries. **VIEW / EDIT** To view integrations that have already been added, go to **Admin > Accounts**. A list will display the Source, Synchronization Status, Account, Name, Date for Last Messages Synced, and Last Orders Synced. * A 🟢 green status means that the integration is configured correctly. * A 🔴 red status indicates that the integration is not configured correctly. # Instagram How to connect your company's Instagram Direct to the Replyco App. {% hint style="warning" %} Access Rights needed: **Main => Admin (View & Edit)** {% endhint %} ### **Step 0: Add Yourself as a Facebook Business Page Manager** {% embed url="" %} 1. Select the Facebook Business Page you wish to integrate with Replyco. 2. Navigate to **Settings and Privacy > Settings**. 3. Locate the **Page Access** section and add yourself to the **People with Facebook Access** list with full access rights. **Once Step 0 is finished, you will be able to integrate your Facebook Messenger into Replyco.** *** ### **Step 1: Connect your Instagram account to a public Facebook page** Go to Public Page Settings. ![Open your Public Page Settings](/files/SfaGRifZES2A7o8M5u8P) In the Instagram tab, click Connect account. ![Connect your Instagram account](/files/3AjPHcbF6LqUImLDD0bH) Make sure that the option Allow access to Instagram messages in Inbox is turned on. ![Turn the "Allow access to Instagram messages in Inbox" option ON](/files/fTppuMp6P8FqueXiB4QP) After connecting Instagram to Facebook do not forget to click the "Review Connection" button. ![Click the "Review Connection" button](/files/vUo7FyNcbNANGecJk2OC) Enable Allow Access to Messages in Connect Tools. You can find it in the Instagram mobile app: Settings - Privacy - Messages. Pay attention, Instagram Direct messages will not be delivered without this option. ![Enable the "Allow Access to Messages" option](https://lh4.googleusercontent.com/plkQgGMCl2c8tZZ8qH81qLoq7MjMg2CghL-OKnn6W7rBHsR0C3JzIP_jn-q9oZLdvyvWqGMyuH81yWzzh7tIJKedJSHoFq2zr6gi2fpGLiVkWIhUfkTfXsEHpq4jIOFRuEyBdGu0) Once you authorize your Instagram account, you will see the details of your Instagram account on the Facebook page. ### **Step 2: Connect your Instagram account to Replyco App** After authorizing, continue as the Facebook user, choose Instagram page and Facebook page you want to connect and allow access to all settings: ![](https://lh6.googleusercontent.com/ualLpCmSMmF97odGzkGzJYlXlZKXdVX3_zir1Y3knGUN1KOC0h_i-xC6-qdu_QSKkycdY1ZfHJCmd8IKHbk_NKOUQwKlJf1bev21O4appy1xFR94Z7yaUfha9JIweXyk05ZrW77J) ![](/files/KhtvPcUpbIrcByB89UPK) If you follow all these steps you will be able to successfully add your Instagram integration to Replyco App. {% hint style="warning" %} Please note that you are able to restrict access to certain Instant Messages integrations individually for each user in the [Access Rights](broken://pages/wxFu1OagFIfUoc18coEp) section at **Instant Messages Integrations.** {% endhint %} #### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** **Phone**: US:flag\_us: +1 407-588-2574 | UK:flag\_gb: +44 20 8064 0564 {% endhint %} # Telegram Follow this step-by-step guide to receive Telegram messages in your Replyco account by adding the Telegram integration.
{% hint style="warning" %} [Access Rights](broken://pages/wxFu1OagFIfUoc18coEp) needed: **Main => Admin (View & Edit)** {% endhint %} Replyco now offers seamless integration with the Telegram messenger app, allowing your customers to instantly reach you from virtually any device, safely and securely. ### **Step 1: Add a New Integration** ‌To start, click the **+ Add Integration** button in the upper-right hand corner and then click on the **Telegram logo.** ![Click the + Add Integration button](/files/-MSYqCx554BpXPARKW5X) ![Choose Telegram](/files/-MSYqNoG0D5tVHbyG1OC) ### **Step 2: Authorize Replyco — Telegram Synchronization** From the popup window, click the **Authorize** button to proceed and allow Replyco to receive your Telegram messages. {% hint style="warning" %} In order to proceed, you must have the Telegram application installed on your computer, or whichever device you’re using to set up this integration. {% endhint %} ### **Step 3: Follow the Link to Open Your Telegram App** Click the **Copy** button to the right of “/newbot” and then click the **blue hyperlink** to open up Telegram’s website. ![Click the Copy button](/files/-MSYrYMX1gpP1ZeT3MIH) From here, a popup message will appear prompting you to **Open Telegram**. Follow this link to be redirected to your Telegram messenger app, but **keep your Replyco window open** — we’ll be going back here later to finish the setup. ![](/files/-MSYroiPls_AInBWpVK1) ### **Step 4: Start a Chat with the Telegram Bot** You will now see a new chat with “**BotFather**” (the official Telegram bot setup account) appear in your Telegram app. Click **Start** to initiate a chat with the BotFather account and paste “**/newbot**” (copied in Step 3), or simply type “**/newbot**” and hit enter. ![ Click Start, paste “/newbot” and send the message to this bot](/files/-MSYt1Zc28bVmycrmcjF) ### **Step 5: Create Your Chat Bot** Follow the instructions within the BotFather chat. Here, you will give your customer support chat bot both a title and username. ![](/files/-MSYtaSWExoki9Itf0kP) {% hint style="warning" %} The username must end with “bot”. Ex: “Replyco\_Chat\_Bot” {% endhint %} Once completed, BotFather will send you a congratulations message and provide you with an **API token**. Copy this code and go back to the Replyco Telegram setup window from Step 3. ### **Step 6: Enter Your API Token** Simply paste the code copied in the previous step into the **HTTP API** text entry field and then hit **Authorize**. ![Paste the code into the HTTP API text entry field and then hit Authorize. ](/files/-MSYu4uNVPdP551M3Blc) ### **Step 7: All Done!** ### **Access Your Telegram Messages** To view your Telegram messages, open the **Instant Messages** tab on the left-hand side of the screen. {% hint style="warning" %} Please note that you are able to restrict access to certain Instant Messages integrations individually for each user in the [Access Rights](broken://pages/wxFu1OagFIfUoc18coEp) section at **Instant Messages Integrations.** {% endhint %} ![](/files/-MSYuZdga_SRi6_k1uOq) ![](/files/-MSYucdiZopqHbM_K-qd) #### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** **Phone**: US:flag\_us: +1 407-588-2574 | UK:flag\_gb: +44 20 8064 0564 {% endhint %} # TikTok How to connect your TikTok Shop account to the Replyco App. Access Rights needed: **Main => Admin (View & Edit)** ## Step 1: Start an integration process To add a TikTok Shop account, click the “+ Add Account” button at the top right corner and select TikTok from the available channels.
## Step 2: Authorise Replyco Once you’ve chosen the TikTok in the integrations list, a popup will appear. Click the “Authorise” button to begin the process.
Once you click, you’ll be brought to the TikTok portal. First, you need to choose an account type. {% hint style="danger" %} To authorise the service, you must log in with your main account (sub-accounts don't have permission to authorise services). {% endhint %} Select your original region and click “Next”.
The next screen is called “Install” or “Renew” (if you’re performing a re-login). You’ll need to fill in the form and then click the “Confirm to install” button.
After that, tick the “Acknowledge” box and click the “Authorise” button.
Once the process is complete, you’ll be redirected back to Replyco.
**All Done!**\ A confirmation message will notify you that Replyco has been successfully linked to your TikTok Shop account. Now, you’ll see the **Instant Messages** tab in Replyco’s menu, where you can view and respond to all incoming TikTok Shop inquiries. **VIEW / EDIT** To view integrations that have already been added, go to **Admin > Accounts**.
A list will display the Source, Synchronisation Status, Account, Name, Date for Last Messages Synced, and Last Orders Synced.
* A 🟢 green status means that the integration is configured correctly. * A 🔴 red status indicates that the integration is not configured correctly. #### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** {% endhint %} # WhatsApp Follow this step-by-step guide to receive WhatsApp messages in your Replyco account by adding the WhatsApp integration.
{% hint style="warning" %} [Access Rights](broken://pages/wxFu1OagFIfUoc18coEp) needed: **Main => Admin (View & Edit)** {% endhint %} ### **Step 0: Add yourself as a Facebook Business Page manager** 1. To do that, at the top right corner, choose a business page you are going to integrate into Replyco.

Choose a business page.

2. Click **Settings and privacy => Settings**. ![](/files/7aXOW7hn3a4Lr56mg1QR)![](/files/UVI340hwDhfvGrUoCMU1) 3. Find the **Page access** section.

Find the Page access section

4. Add yourself to the **People with a Facebook access** list. Ensure you will have the full access rights possible.

Add yourself to the People with Facebook access list

{% hint style="danger" %} **What if I cannot find myself in the list of people when trying to provide full access to my Facebook page?** Due to the current Facebook flow, Meta Business Suite admins cannot find themselves there, hence need to delete themselves from the Meta Business Suite page assignees list first. Here is what you need to do: 1. Open Meta Business Suite for the business page you need to integrate into Replyco. ![](/files/gthsLAhC2WTGpDsQLDDq) 2. At the left bottom corner, find the **Settings** section. ![](/files/d3ToUGU8en2RYOkw3M0p) 3. Move to Accounts => Pages and select the page you are going to integrate into Replyco. ![](/files/GlL2WJMLY5JCeCrEQdtU) 4. Go to the Page Access tab, find yourself and click Manage. ![](/files/IoG6oArFB85LjFWHPQsN) 5. Click on the Remove Access option. ![](/files/4Q16n7dehzjpPd2Zq5rI) 6. Once done, you should be able to invite yourself as a Page Manager on Facebook itself. 7. After that, you will still remain as an administrator at your Meta Business Suite. {% endhint %} ### **Step 1: Add a New Integration** ‌To start, click the **+ Add Integration** button in the upper-right-hand corner and then click on the **WhatsApp logo.** ![Click the + Add Integration button](/files/-MSYqCx554BpXPARKW5X)

Choose WhatsApp

### **Step 2: Authorize Replyco — WhatsApp Business Synchronization** From the popup window, click the **Authorize** button to proceed and allow Replyco to receive your WhatsApp messages.

Click Authorize

Once clicked, a new popup window will open and you will be asked to log into your existing Facebook account. Then you need to connect your WhatsApp Business account with Replyco. To begin, click **Get Started**.

Click Get Started

Choose your Meta Business Account associated with your WhatsApp Business. Then click **Next**. {% hint style="warning" %} Please note that your WhatsApp Business account must have a **Payment method added (2)** and your **Business has to be verified (1)**. Kindly refer to the screenshot below: ![](/files/jiAtj59HmNQUB9yKTsDt) {% endhint %}

Choose your Meta Business Account and click Next.

Now, create or select an associated WhatsApp Business profile and click **Next**.

Choose your WhatsApp Business profile and click Next

The next step is to verify your WhatsApp Business number. Choose how you would like to do this and click **Next**.

Choose how you would like to verify your number and click Next.

After that, you will be asked to review what Replyco is requesting permission to do. Click **Continue**.

Review permissions and click Continue.

Once clicked, it will take some seconds to verify the integration. Once succeed, you will see the following screen. Click **Finish**.

Click Finish.

A pop-up window will be closed. Return to a Replyco tab and click **Finish**.

Click Finish.

### All Done! ### ### VIEW / EDIT To see Integrations that have already been added, go to **Admin > Accounts.**

Click Admin => Integrations

A list will show the Source, Synchronization Status, Account, Name, Date for Last Messages Synced, and Last Orders Synced. * A :green\_circle:**green status** means that the Integration **IS** configured correctly. * A :red\_circle:**red status** means the integration is **NOT** configured correctly.
#### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** {% endhint %} # Email Accounts Please choose the way you would like to add your mailbox into Replyco. Or just integrate your mailbox as a native Email Service integration. # Add your Mailbox via Forwarding Your step-by-step guide to adding the Email Integration to your Replyco account. Follow this checklist to view and reply to all emails in one single hub. {% hint style="warning" %} [Access Rights](broken://pages/wxFu1OagFIfUoc18coEp) needed: **Main => Admin (View & Edit)** {% endhint %} Replyco can pull messages from your email account so all of your messages are in one centralized location. This is ideal for any role-based accounts (info@) that multiple users will need access to. Reading your email accounts can be done in 1 of 2 ways: 1. **Forwarding.** You configure your current mailbox to forward messages to the Replyco email address we provide. Everything that is being sent to this Replyco-generated specific email address, will be displayed in Replyco. 2. [**SMTP**](/main-sections/adding-accounts/email-accounts/add-your-mailbox-via-custom-smtp-settings)**.** We will connect to your email server directly and use IMAP/POP protocols for receiving the emails and SMTP for sending them on your behalf when you reply via Replyco. {% hint style="warning" %} **WARNING:** If you are adding an email address that is already receiving notifications from an integration, you could be duplicating the number of tickets coming into the system. {% endhint %} Click on **+ Add Integration** at the top right of the app. Select **Email** from the list of integration options.

Click on + Add Integration and select Email

## SETTING UP EMAIL FORWARDING ### Fill in the required fields and then press **Authorize** button.
**Enter your email address to integrate** - this should be the email address of the mailbox you are going to integrate into Replyco. **Send Name as** - this is the name your recipients will see when you will send outcoming messages via Replyco. Here is an example of what it looks like in Gmail: **Add a custom icon** - is an option that allows you to upload your own icon instead of a standard one:

Custom icons for Email integration

### Set Up a Forwarding Rule Press the **Copy Email Address** button to get a specific Replyco-generated email address for your integration and then **go to your mailbox settings**.

Press the Copy Email Address button

In a separate window, log in to your **Email Host** to configure **Forwarding and POP/IMAP.** When prompted, paste the address you **copied from Replyco.** It may look something like this: ![Create a rule to forward the correspondence to Replyco-generated email address](https://lh6.googleusercontent.com/3RaOiEn8y8D_-e3G1miiN76q8ny0-87mYW1FlAgVlU9wpk_7sQRch3-F2XO4C5z5ZL6GYuO57viVrm5ctJujwEka1GKRRs34b_kMIasIMT_1Xc8mlQaqH-Anw2DvnDny-72BO7CYVN892oBzjQ) * Return back to the **Replyco page**, click **Authorize** to complete. ### All Done! Once you passed all the steps, click the Finish button.

Click the Finish button.

### VIEW / EDIT To see Integrations that have already been added, go to **Admin > Integrations.** ![Click Admin => Integrations](/files/kKGbwPMYbGSgbJNHBvF8) A list will show the Source, Synchronization Status, Account, Name, Date for Last Messages Synced, and Last Orders Synced. * A :green\_circle:**green status** means that the Integration **IS** configured correctly. * A :red\_circle:**red status** means the integration is **NOT** configured correctly.
#### #### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** **Phone**: US:flag\_us: +1 407-588-2574 | UK:flag\_gb: +44 20 8064 0564 {% endhint %} # Add your Mailbox via Custom SMTP settings Your step-by-step guide to adding the Email Integration to your Replyco account via Custom SMTP settings. Follow this checklist to view and reply to all emails in one single hub. {% hint style="warning" %} [Access Rights](broken://pages/wxFu1OagFIfUoc18coEp) needed: **Main => Admin (View & Edit)** {% endhint %} Replyco can pull messages from your email account so all of your messages are in one centralized location. This is ideal for any role-based accounts (info@) that multiple users will need access to. Reading your email accounts can be done in 1 of 2 ways: 1. [**Forwarding**](/main-sections/adding-accounts/email-accounts/add-your-mailbox-via-forwarding)**.** You configure your current mailbox to forward messages to the Replyco email address we provide. Everything that is being sent to this Replyco-generated specific email address, will be displayed in Replyco. 2. **SMTP.** We will connect to your email server directly and use IMAP/POP protocols for receiving the emails and SMTP for sending them on your behalf when you reply via Replyco. {% hint style="warning" %} **WARNING:** If you are adding an email address that is already receiving notifications from an integration, you could be duplicating the number of tickets coming into the system. {% endhint %} Click on **+ Add Integration** at the top right of the app. Select **Email** from the list of integration options.

Click on + Add Integration and select Email

## CONNECTING YOUR MAILBOX VIA CUSTOM SMTP SETTINGS ### Fill in the required fields and then tick the "Custom SMTP Configuration" tickbox.
**Enter your email address to integrate** - this should be the email address of the mailbox you are going to integrate into Replyco. **Send Name as** - this is the name your recipients will see when you will send outcoming messages via Replyco. Here is an example of what it looks like in Gmail: ![](/files/RbIrIB97VsjmMu9D4w2c)![](/files/yOaMZPntPBsHFZZYwRvc) **Add a custom icon** - is an option that allows you to upload your own icon instead of a standard one:

Custom icons for Email integration

### Fill in the correct SMTP and POP/IMAP details and click Authorize. Please be careful when typing the details. Pay attention to the register. {% hint style="info" %} * If you are not sure what details should be used - please contact your mailbox administrator. * If you are the mailbox administrator - please visit your email system's help/guide portal. * If you are still struggling with finding proper details - do not hesitate to contact us using the details at the end of this article. {% endhint %}

Fill in the correct SMTP & POP/IMAP details.

If you are using Gmail/Zoho/Yandex, you may choose it from the list of **Popular Systems**. In that case, we will pull all the settings for you automatically. ### All Done! Once you passed all the steps, click the Finish button.

Click the Finish button.

### VIEW / EDIT To see Integrations that have already been added, go to **Admin > Integrations.** ![Click Admin => Integrations](/files/kKGbwPMYbGSgbJNHBvF8) A list will show the Source, Synchronization Status, Account, Name, Date for Last Messages Synced, and Last Orders Synced. * A :green\_circle:**green status** means that the Integration **IS** configured correctly. * A :red\_circle:**red status** means the integration is **NOT** configured correctly.
#### #### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** **Phone**: US:flag\_us: +1 407-588-2574 | UK:flag\_gb: +44 20 8064 0564 {% endhint %} # Switching from Forwarding to Custom SMTP Would like to use your own email servers instead of Replyco ones? Not a problem. Just follow this guide to switch yourself over. {% hint style="warning" %} [Access Rights](broken://pages/wxFu1OagFIfUoc18coEp) needed: **Main => Admin (View & Edit)** {% endhint %} First of all, visit **Admin => Integrations:** ![Click Admin => Integrations](/files/kKGbwPMYbGSgbJNHBvF8) In the list of your Integrations **choose** the one you would like to switch to Custom SMTP: Scroll the popup window down and press the **Edit button**:

Choose an integration & press Edit

In the opened window enable the "Custom SMTP Configuration" tickbox:

Enable the "Custom SMTP Configuration" tickbox

**Enter your email address to integrate** - this should be the email address of the mailbox you are going to integrate into Replyco. **Send Name as** - this is the name your recipients will see when you will send outcoming messages via Replyco. Here is an example of what it looks like in Gmail: ![](/files/RbIrIB97VsjmMu9D4w2c)![](/files/yOaMZPntPBsHFZZYwRvc) ### Fill in the correct SMTP and POP/IMAP details and click Authorize. Please be careful when typing the details. Pay attention to the register. {% hint style="info" %} * If you are not sure what details should be used - please contact your mailbox administrator. * If you are the mailbox administrator - please visit your email system's help/guide portal. * If you are still struggling with finding proper details - do not hesitate to contact us using the details at the end of this article. {% endhint %}

Fill in the correct SMTP & POP/IMAP details.

If you are using Gmail/Zoho/Yandex, you may choose it from the list of **Popular Systems**. In that case, we will pull all the settings for you automatically. Once finished, **click Authorize**. ### VIEW / EDIT To see Integrations that have already been added, go to **Admin > Integrations.** ![Click Admin => Integrations](/files/kKGbwPMYbGSgbJNHBvF8) A list will show the Source, Synchronization Status, Account, Name, Date for Last Messages Synced, and Last Orders Synced. * A :green\_circle:**green status** means that the Integration **IS** configured correctly. * A :red\_circle:**red status** means the integration is **NOT** configured correctly.
#### #### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** **Phone**: US:flag\_us: +1 407-588-2574 | UK:flag\_gb: +44 20 8064 0564 {% endhint %} # Gmail Your step-by-step guide to adding the Gmail Integration to your Replyco account. Follow this checklist to view and reply to all Gmail messages in one hub. {% hint style="warning" %} [Access Rights](broken://pages/wxFu1OagFIfUoc18coEp) needed: **Main => Admin (View & Edit)** {% endhint %} Replyco can pull messages from your Gmail account so all of your messages are in one centralized location. This is ideal for any role-based accounts (info@) that multiple users will need access to. {% hint style="warning" %} **WARNING:** If you are adding an email address that is already receiving notifications from an integration, you could be duplicating the number of tickets coming into the system. {% endhint %} ### Step 1: Add A New Integration Click on **+ Add Integration** at the top right of the app. ![Click on + Add Integration](/files/-MOs6y0U_BYZ9G1nrWoq) ### Step 2: Choose Gmail Select **Gmail** from the list of currently available Replyco Integrations. ![Select Gmail from the list](https://lh3.googleusercontent.com/n0usVvQqXuNKS1UPuzAperK8J6gKyFTSo6i3ALPpOUUFVQugg0RNbFcxvkGsIB5EBYbSywbQWOaLqY9eXy_uz2A1ErjRZi2emtw3izntV_E6IRjDrlu6asa0kiy77cssUBLk0HXb) ### **Step 3:**‌ Info * Enter the **Integration name**. * Click **Authorize.** ![Enter the Integration name & click Authorize](https://lh3.googleusercontent.com/Sf3mg21AN_cqXa2MdJDmA7RJCBgnAVDbGJGAgNZLInUHxBZlBvIFq3OfKOJWzPjdWEeExrE9e0nzgoZ0IL2cKZ8Cx1uUYFap8lSC7yIZaorGOUgRr6jNxEPgc0wvf62nyETI2hlT) ### Step 4: Authorize * Click **Authorize** (a second time). This will open a new window where you'll be asked to log in or choose an existing account you're already logged in to. ![](https://lh5.googleusercontent.com/Z286ENAbFUWe0MzslC-9vHn04FE-Qd0C9Ylf8GfIU1CxvtrbW60_DTQ45OK5Q5o7tJe8IihsyagrVJWRMCrSUl3DiGRJ0wL1hx-viWbCv3bjRh73FX23MqkTdS_D9Us06VRJjTZH) {% hint style="info" %} A **non-verified app security window** may appear. This is normal as we are in the process of verification and will not cause any harm to your account. Just click on **Go to replyco.com (unsafe)**. {% endhint %} ![Click on Go to replyco.com (unsafe)](https://lh6.googleusercontent.com/vb4GVEAqM_TPAAedcm0AfeheCw-A604zdpvDh2O4Z9PD75w-9DXgbic3AYC7aXru2bgxYPzEeiswjcDAE9JmGeM9-fjlSnTU3jo_tP6y16W0GfkFBeTwQiuGWQyXPGY_Qy_mjcUv) * Click **Allow** in the next TWO pop-up windows. This will give Replyco access to your messages and settings**.** ![Click Allow in the next TWO pop-up windows](https://lh4.googleusercontent.com/TanZPbFyzsPlYSN2jfafdjse3jaWRZ9AWrd79-jAz92K3qKxF_iRPcyll8UtJvsTzFt72K7v4_bmHCyVXb-n2HGTff0EdzpuXWaoSKBE4RqY3dI_sbOHUy0WsMDvvy_Z-OeBe5cg) * Click **Allow** (again), then confirm your choices. ![Click Allow (again), then confirm your choices](https://lh3.googleusercontent.com/6tp0CQe7NU5Zlj2UXsdpEm3GrrOBcrfrlJens8hLRtZBBSjclmN5Cbpo8mgRb651R9Z_gHZp0nastgpt-xPapAH5QqTU0s0O1jtaeWTvaeHOC2TY_gV0mULIoKGWscCFOPvJUr7j) You will see this pop-up window in the Replyco app with the text that your new integration has been successfully saved. However, you still need to complete a couple more steps to complete the integration. ![](https://lh4.googleusercontent.com/nOBHqjFaqHdNd4ddmj4K59Nh2SKRKrbfEwGLIYV3_q3NswUHUyxmgphIhd2_fk-GtI8DuPKq_sgAGEFzuCiQTWduLj9lD4xqsPKGKG7SJj5B4YPaBgcEh6HtZcMMdBH_ja9EybH5) {% hint style="info" %} **Please note that if you have 2-Step Verification activated for your Gmail account, you need to generate and use an App-Specific password. To learn more about how to create and use it, please visit** [**https://support.google.com/accounts/answer/185833?hl=en**](https://support.google.com/accounts/answer/185833?hl=en) **You need to create a specific password for the Replyco Application and use it instead of your regular password when logging in.** {% endhint %} ### **Step 5: Confirm with Google, Check Activity** Google will send an email to confirm that you have granted access to Replyco. * Find the Google Email * Click **Check activity.** ![Click Check activity](https://lh6.googleusercontent.com/KWw8t_QxkGHNIv2Kb7tsNHAbeuqTUZfw76sFcgQsohkzgqPSLC_42IOHyRoqDQalC0vNrWeNkXQGClHPPHZU_cQrPkXusA792MYEIHQQTE-owHn_nnoqb3l8obnqXq46aKSrM5cf) * Click **Yes, it was me.** ![Click Yes, it was me](https://lh4.googleusercontent.com/gzruDGN5cxS2wsgSC7DXKASN-zpUpi0XMM3AyR9QrBhdZrC_EXdDQlkLh_6gr_liFxLXW0zaTdI3t7H0xy649sHfBrqbDy6xHb0_ETZ3DUCgGs_lUCiRT57oaHmVgIhf4Gfm_hD4) ![](https://lh4.googleusercontent.com/4XHG0Zcg3KRJy0rI7qIXf4TDjQG86_dlNSOY00x-rzgZGxZykpercI6R31396Ltv_0UHi1BPPWvYMqh_WZ4c9omW2PwF7L4RqoRgIhpXAWOG3uXL3l6ArIUTsRTbxZtJkWYDfOyt) {% hint style="danger" %} Please note that sometimes you may need to **enable Less Secure Apps access**. \ Go to the [Less secure app access](https://myaccount.google.com/lesssecureapps) section of your Google Account. You might need to sign in. 1. Open your Google Admin console ([admin.google.com](http://admin.google.com/)). 2. Click Security > Basic settings. 3. Under Less secure apps, select Go to settings for less secure apps. 4. In the subwindow, select the Enforce access to less secure apps for all users radio button.
5. Click the Save button. {% endhint %} ### VIEW / EDIT To see Integrations that have already been added, go to **Admin > Integrations.** ![Click Admin => Integrations](/files/kKGbwPMYbGSgbJNHBvF8) A list will show the Source, Synchronization Status, Account, Name, Date for Last Messages Synced, and Last Orders Synced. * A :green\_circle:**green status** means that the Integration **IS** configured correctly. * A :red\_circle:**red status** means the integration is **NOT** configured correctly. ![](/files/vijbuBgC6ou8SNW5EARp) #### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** **Phone**: US:flag\_us: +1 407-588-2574 | UK:flag\_gb: +44 20 8064 0564 {% endhint %} # Outlook Your step-by-step guide to adding the Outlook Integration to your Replyco account. Follow this checklist to view and reply to all Outlook messages in one hub. {% hint style="warning" %} [Access Rights](broken://pages/wxFu1OagFIfUoc18coEp) needed: **Main => Admin (View & Edit)** {% endhint %} Replyco can pull messages from your Outlook account so all of your messages are in one centralized location. This is ideal for any role-based accounts (info@) that multiple users will need access to. {% hint style="warning" %} **WARNING:** If you are adding an email address that is already receiving notifications from an integration, you could be duplicating the number of tickets coming into the system. {% endhint %} ### Step 1: Add A New Integration Click on **+ Add Integration** at the top right of the app. ![Click on + Add Integration](/files/-MOs6y0U_BYZ9G1nrWoq) ### Step 2: Choose Outlook Select **Outlook** from the list of currently available Replyco Integrations. ![Select Outlook from the list](/files/ZNE49hgvzwk92pReABHR) ### **Step 3:**‌ Authorize * Click **Authorize**. ![Click Authorize](/files/Q4i1qORXDqp00kH5TrQx) * Sign in to your Microsoft account ![Sign in to your Microsoft account](/files/0KyZkihtxFWl1jofMAKz) * Let Replyco access your account info. ![](/files/RE8RIuvQektRvHo8tXYr) ### All Done! You will now see a message that your Outlook Integration was saved successfully. Click the **Finish** button. ![](/files/RZ5WVJOGGwTgdbVwqL8R) ### VIEW / EDIT To see Integrations that have already been added, go to **Admin > Integrations.** ![Click Admin => Integrations](/files/kKGbwPMYbGSgbJNHBvF8) A list will show the Source, Synchronization Status, Account, Name, Date for Last Messages Synced, and Last Orders Synced. * A :green\_circle:**green status** means that the Integration **IS** configured correctly. * A :red\_circle:**red status** means the integration is **NOT** configured correctly. ![](/files/L5vMnetYLG2yj38ItCzG) #### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** **Phone**: US:flag\_us: +1 407-588-2574 | UK:flag\_gb: +44 20 8064 0564 {% endhint %} # Phone Systems Please choose a Phone System you would like to integrate to Replyco: # Aircall Follow this step-by-step guide to receive Aircall calls in your Replyco account by adding the Aircall integration. {% hint style="warning" %} [Access Rights](broken://pages/wxFu1OagFIfUoc18coEp) needed: **Main => Admin (View & Edit)** {% endhint %} {% hint style="warning" %} [Access Rights](broken://pages/wxFu1OagFIfUoc18coEp) needed: **Main => Calls (View & Edit)** {% endhint %} Replyco is always trying to suggest **the most efficient tools** to our clients and provide a **seamless** Customer Support experience. That is why we created Aircall integration that will allow you to **streamline** your phone support and **align it with Ticket & Chat correspondence**. ### Step 1: Start authorizing your Aircall integration First of all, please ensure that you have all the access rights needed. When you are ready, click the "**+ Add Integration**" button and choose **Aircall** integration. In the pop-up window click **Authorize** and follow the instructions below.

Click the "+ Add Integration" button

Choose Aircall integration

Click "Authorize"

### Step 2: Log into your Aircall account Once clicked "Authorize", you will be taken to Aircall website, where you need to log into your account and grant access to Replyco app.

Log into your Aircall account

Authorize Replyco application

Once authorized, you need to choose phone numbers to integrate into Replyco:

Choose numbers you want to connect with Replyco

### All done! You are almost finished. To learn more about using the **Calls Module**, please visit [**this**](broken://pages/G2V4snqxvbRG7gIm1X2v) section of our Help Docs portal.
## Aircall features in Replyco Replyco pulls all of your Aircall calls, allows you to listen to them and view all the details you need to help your buyers.

Calls List

You will see Call Details, like Customer Name, duration, Aircall user, etc. We also pull your **Aircall Labels** and **Aircall Notes**, so you always know how to treat your customers.

Call Details, Aircall Labels & Notes

The Handy **Customer Details section** will show your buyer's **contact details** and previous **Orders/Tickets history**.

Customer Details with previous Orders & Tickets

The **In-Built Online Audioplayer** allows you to listen to your recordings without downloading them to your device.

Online Audioplayer

### ### VIEW / EDIT To see Integrations that have already been added, go to **Admin > Integrations.** ![Click Admin => Integrations](/files/kKGbwPMYbGSgbJNHBvF8) A list will show the Source, Synchronization Status, Account, Name, Date for Last Messages Synced, and Last Orders Synced. * A :green\_circle:**green status** means that the Integration **IS** configured correctly. * A :red\_circle:**red status** means the integration is **NOT** configured correctly.
#### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** **Phone**: US:flag\_us: +1 407-588-2574 | UK:flag\_gb: +44 20 8064 0564 {% endhint %} # Order Management Systems Replyco is able to connect to your OMS and use it for pulling additional Order Details to make a bigger Order Picture when you are communicating with your customers. # Billbee Follow this step-by-step guide to start receiving Billbee orders into your Replyco account by adding the native integration. {% hint style="warning" %} [Access Rights](broken://pages/wxFu1OagFIfUoc18coEp) needed: **Main => Admin (View & Edit)** {% endhint %} To begin receiving order information from your Billbee account, you'll need to connect it to Replyco. ## Step 1: Create an API password In order to add your account to Replyco, you need two things: Billbee main account email address and Billbee API password. {% hint style="info" %} Please note: The integration can only be setup with your Billbee main account and the corresponding email address. A setup via an employee account is not possible. {% endhint %} Here is how it can be done. Press the Settings icon and click on the Billbee API section: Press the Settings icon and click on the Billbee API section:

Press Settings => Billbee API

Once done, the General Settings screen will be displayed. Here, you will need to do the following: * Activate the API (1) * Insert your own API password (2) * Click Save

Activate the API, type your API password and click Save

Please save your newly created password, you will need it in the next step. ## Step 2: Add your Billbee account to Replyco Click **+ Add Integration** at the top right of the app. Select **Billbee** from the list of integration options.

Select Billbee

Click the **Authorize** button.

Click the Authorize button

Enter your Username (Billbee account email address) and Password (your Billbee API password created in the previous step). Then click Authorize.

Enter your Username & Password

All done! From now on, we will start pulling your Billbee orders and attach them to related tickets automatically.
### VIEW / EDIT To see Integrations that have already been added, go to **Admin > Integrations.** ![Click Admin => Integrations](/files/kKGbwPMYbGSgbJNHBvF8) A list will show the Source, Synchronization Status, Account, Name, Date for Last Messages Synced, and Last Orders Synced. * A :green\_circle:**green status** means that the Integration **IS** configured correctly. * A :red\_circle:**red status** means the integration is **NOT** configured correctly.
#### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** **Phone**: US:flag\_us: +1 407-588-2574 | UK:flag\_gb: +44 20 8064 0564 {% endhint %} # Brightpearl Follow this step-by-step guide to start receiving BP orders into your Replyco account by adding the native integration.
{% hint style="warning" %} Access Rights needed: **Main => Admin (View & Edit)** {% endhint %} {% hint style="danger" %} **IMPORTANT:** Before integrating your Brightpearl store with Replyco, please get in touch with our support team and provide us with the following information: \- Company email associated with the Brightpearl account. \- Brightpearl company ID. This pre-authorisation step is mandatory before integrating. Without it, you won’t be able to integrate your Brightpearl store correctly. {% endhint %} To begin receiving order information from your Brightpearl account, you'll need to connect it to Replyco. Click **+ Add Account** at the top right of the app. Select **Brightpearl** from the list of integration options.
### **Step 1:**‌ Authorise Click the **Authorize** button.
**Sign in** to your Brightpearl account.
Once done, you need to **Approve Access** to your Brightpearl account.
Once approved, you will be redirected back to Replyco. Click **Finish**.
### All Done! ### VIEW / EDIT To see Integrations that have already been added, go to **Admin > Accounts.**
A list will show the Source, Synchronization Status, Account, Name, Date for Last Messages Synced, and Last Orders Synced. * A :green\_circle:**green status** means that the Integration **IS** configured correctly. * A :red\_circle:**red status** means the integration is **NOT** configured correctly.
#### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** {% endhint %} # ChannelAdvisor Follow this step-by-step guide to start receiving CA orders into your Replyco account by adding the native integration. {% hint style="warning" %} Access Rights needed: **Main => Admin (View & Edit)** {% endhint %} To begin receiving order information from your ChannelAdvisor account, you'll need to connect it to Replyco. Click **+ Add Integration** at the top right of the app. Select **ChannelAdvisor** from the list of integration options. ![Click +Add Integration & select ChannelAdvisor](/files/bWg9BMoLBt1HPxjv9nqk) ### **Step 1:**‌ Authorize Click the **Authorize** button ![Click the Authorize button](/files/Tp2PK8GBn4jckD0aJsYy) **Log into** your ChannelAdvisor account and **select a client** ![Log into your ChannelAdvisor account and select a client](/files/MzAv3CSQDacw70LNrUYu) ### **Step 2: Grant Replyco Access to your CA account** **Choose your CA Account** and then **grant** Replyco access to it ![Choose your CA Account and then click Grant Access](/files/FLnaL48N4kKH5IFB2GSp) Once done, you will be redirected back into Replyco. Click the Finish button. ![Click Finish](/files/NaYh3fhGGatBsRlsYs83) ### All Done! ### VIEW / EDIT To see Integrations that have already been added, go to **Admin > Integrations.** ![Click Admin => Integrations](/files/kKGbwPMYbGSgbJNHBvF8) A list will show the Source, Synchronization Status, Account, Name, Date for Last Messages Synced, and Last Orders Synced. * A :green\_circle:**green status** means that the Integration **IS** configured correctly. * A :red\_circle:**red status** means the integration is **NOT** configured correctly. ![](/files/RNLbEjTv7wSS5pm01vbV) #### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** **Phone**: US:flag\_us: +1 407-588-2574 | UK:flag\_gb: +44 20 8064 0564 {% endhint %} # Katana Follow this step-by-step guide to start receiving Katana orders into your Replyco account by adding the native integration. {% hint style="warning" %} [Access Rights](broken://pages/wxFu1OagFIfUoc18coEp) needed: **Main => Admin (View & Edit)** {% endhint %} To begin receiving order information from your Katana account, you'll need to connect it to Replyco. Click **+ Add Integration** at the top right of the app. Select **Katana** from the list of integration options.

Click +Add Integration & select Katana

### **Step 1:**‌ Authorize Click the **Authorize** button

Click the Authorize button

### **Step 2: Log into** your Katana account Type your Katana **Login Email** & **Password** and then **press LOG IN**.

Log into your Katana account

### All Done! ### VIEW / EDIT To see Integrations that have already been added, go to **Admin > Integrations.** ![Click Admin => Integrations](/files/kKGbwPMYbGSgbJNHBvF8) A list will show the Source, Synchronization Status, Account, Name, Date for Last Messages Synced, and Last Orders Synced. * A :green\_circle:**green status** means that the Integration **IS** configured correctly. * A :red\_circle:**red status** means the integration is **NOT** configured correctly.
#### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** **Phone**: US:flag\_us: +1 407-588-2574 | UK:flag\_gb: +44 20 8064 0564 {% endhint %} # Linnworks Follow this step-by-step guide to receive Linnworks orders in your Replyco account by adding the Linnworks Integration. {% hint style="warning" %} [Access Rights](broken://pages/wxFu1OagFIfUoc18coEp) needed: **Main => Admin (View & Edit)** {% endhint %} In order to begin receiving customer messages and order information from your Linnworks account, you'll need to connect Replyco. Click **+ Add Integration** at the top right of the app. Select **Linnworks** from the list of integration options. ![](https://lh5.googleusercontent.com/bvGN_72JGMDwHxCBZr_RA3lcn0AzYuL2S7S2fKE17euYKzS6uZijwTXw2X3fTZli7fgf0o3VgsYd271svMSWUwd-cDX_guG0FyGbDY5nTkigxG9uR5ytt0TVAW_OlpaoQNzxXFdJ) ### **Step 1:**‌ Authorize ![](https://lh5.googleusercontent.com/WR-4mOqo9sX-D8HCBOAX4lKuGVoWR9TuzwBuZeu7JA0QeVrwMy1XKM-vlLrGq5nM8TsLVjmEaK2sLEDaJ1SDZaOUYJMl-59uoZEPHWcyryT29WvqS9zzxDtZE0w4gp_usgOFcovCNc0iAzcHqw) * Enter your **Linnworks Email** and **Password**. * Check **I agree to the Terms and Conditions.** * Click **Login.** ![](https://lh5.googleusercontent.com/AoHk85RTLz4wleuoIpgG3KWVsVvlRCUNcPne3dGYZ4EFAqfkkghj_rsFuA9ifhoMMXgUA15f8svF0O4Ymgui_vtfMurUobK2ws4oVsiIqoqfrw6bCEAQ21AlKSAGQufCf8GfeiBj) * Click **Install**. ![](https://lh5.googleusercontent.com/hypdMyVL9su2GQaxBPfTC-yWvU7lc0pOzV9tqCfD2Bv_cmLetOLDqxNq0hw5DVeCyUidO8G_z1Gy5pH6smqSWKGi_muNrInUbpb__py0XUpZzM3TXwpfN-IozH2bGRpuMuh3o6w-) * Click **Copy** to copy the application code. We'll enter this into Replyco. ![](https://lh3.googleusercontent.com/D304aQijHs6qMRx1igD1qm1R4YReBGh3jYLU4imjzXTIBWGUz2Xo28fKjSe1jWHOQg9xebe-xR-Jk9NmvsK6C6fqmUEXbPeWDYWIHOm96aHVEN9IzCSJuosBejSWUbkRVoGTPqlpH1fnzSrADQ) * Return to Replyco window. * Paste the **Linnworks code** into **Client ID**. * Click **Authorize.** ![](https://lh4.googleusercontent.com/jbjkrSo3q4ESbHnIuI8ZpHavF2_c8KbdztDSo9ZW3aMy3VHAX2JClsRaKDLLsHGtUj8Ul8t-5VVPhqcESsa0_lm4KpFr0FWc2a-_OhacysChCm17mSXFIgUlSV409JUVmZUUlOKXL4tpNW9AiQ) ​‌ ### ### VIEW / EDIT To see Integrations that have already been added, go to **Admin > Integrations.** ![Click Admin => Integrations](/files/kKGbwPMYbGSgbJNHBvF8) A list will show the Source, Synchronization Status, Account, Name, Date for Last Messages Synced, and Last Orders Synced. * A :green\_circle:**green status** means that the Integration **IS** configured correctly. * A :red\_circle:**red status** means the integration is **NOT** configured correctly.
#### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** **Phone**: US:flag\_us: +1 407-588-2574 | UK:flag\_gb: +44 20 8064 0564 {% endhint %} # Veeqo We are still working on this article. #### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** **Phone**: US:flag\_us: +1 407-588-2574 | UK:flag\_gb: +44 20 8064 0564 {% endhint %} # Working with Modules Replyco offers a comprehensive solution for customer support, with various modules designed to cover every aspect of your communication with clients. # Tickets The Tickets module serves as the core functionality of our application, enabling non-real-time communication with customers through email-like conversations, each pertaining to a specific order. # Ticket Lists This section of the Documentation portal is about navigating between tickets and interacting with them. ## Ticket Folders To ensure efficient organization, all tickets are grouped into Ticket Folders. These folders categorize tickets based on their status and the responsible user. {% hint style="warning" %} Access Rights needed: **Tickets => \[choose a folder you need]** {% endhint %} To access a folder, simply navigate to the **Tickets** section in the left menu and select the desired folder.

Click Tickets, then choose a folder.

Let's explore each folder in detail: * **Not Resolved**: Contains tickets that are still pending resolution. * **My Tickets**: Displays tickets assigned specifically to you. * **Unassigned**: Shows tickets that have not yet been assigned to any team member. * **Resolved**: Contains tickets that have been successfully resolved. * **All Tickets**: Provides an overview of all tickets, excluding those labelled as Archived, Delayed, Snoozed, or Blocked. * **Blocked**: Displays tickets from customers who have been blocked. * **Snoozed**: Contains tickets currently under the Snooze feature. * **Delayed**: Shows tickets with delayed messages that are scheduled for future sending. * **Archive**: Contains tickets with the Archived status. With this organized approach, Replyco simplifies your customer support experience, allowing you to efficiently manage and address customer inquiries. ## Ticket List The Ticket List section is a vital component of managing your tickets efficiently. Here, you will discover how to filter, interact with, and even export tickets as .CSV files.

Ticket List

## Columns & Customization

Ticket List Columns

Ticket list columns provide specific information about your tickets, aiding navigation between them. To tailor the appearance of your ticket list to your preferences, you can customize each column by **adding, removing, resizing,** or **rearranging** them. {% embed url="" %} Columns Customization {% endembed %} To customize columns: 1. Click the **⋮ symbol** at the top. 2. Select the **Edit Columns** button. 3. **Add** or **remove** columns as desired. 4. To **move** a column left or right, **click and hold** the left mouse button, then **drag and drop** it into the desired position. 5. To **resize** a column, locate the **small angle icons** at the bottom right corner of the column names. **Click and hold** the left mouse button on the angle icon, then **drag and drop** the cursor to adjust the column width. ![Choose the columns you need and then click Save](/files/6KjBghdCuzKsyBQ476Tf) ## Filters

Filters Button

Filters are invaluable for displaying specific types of tickets. When viewing any ticket list, simply click the **Filters** **button** to initiate filtering.

Filtering Panel

Once you click the Filters button, a Filtering Panel will appear. This panel offers various criteria for filtering. Simply **select the desired criteria** by clicking the type of criteria and choosing from the available options. ## Search Each Ticket List has a **Search field** that allows you to **quickly navigate across numerous tickets**.

Search Field

**Ticket number, buyer username, subject**, or a certain **message phrase** - our powerful search will find just everything you need. {% hint style="info" %} For those companies, who have lots of tickets, we have the **Advanced Search** {% endhint %}

Advanced Search

This option allows you to use **special searching rules**, where you can specify the “AND” / “OR” conditions as you wish.

Special Searching Conditions

## Ticket List Export In addition to its array of features, Replyco offers a convenient ticket list export function. This feature enables you to obtain a .CSV version of the tickets displayed on the current Ticket List page. To export your data, simply follow these steps: 1. Visit any ticket list page, whether it's the Not Resolved folder or the Blocked folder. 2. Set up the necessary filters and adjust the tickets-per-page setting according to your requirements. 3. Locate the three dots icon at the top of the page. 4. Click on the icon and select "Export," as shown in the screenshot below.

Export button.

Once you initiate the export process, Replyco will generate a .CSV file that can be easily opened using applications such as Excel or Google Sheets. Here is an example of the information you can expect to receive in the exported .CSV file:

Report file example.

With Replyco's ticket list export feature, you can conveniently analyze and work with your ticket data in the format that suits your needs. ## Interaction with Tickets Efficiently managing your tickets is essential in your daily workflow. Replyco provides several methods for interacting with tickets directly from the Ticket List. ## Checkboxes By selecting **one** or **multiple** checkboxes next to the tickets, or by selecting **all** tickets, you can perform actions on the chosen tickets.

Enabled Checkbox

At the top of the screen, you will find a row of **Available Actions**, where you can select the desired action to apply to the selected tickets.

The row of Available Actions

Here is a list of actions: * **Run Rules** - applies all of your active ticket rules to selected tickets; * **Snooze** - allows you to postpone your ticket(s) till a certain time and return to them later; * **Archive** - moves tickets to the Archive folder; * **Mark Read** - marks tickets as Read; * **Mark Resolved** - sets the Resolved status for all tickets you chose; * **Mark Unread** - marks tickets as Unread & makes their subject text bold; * **Merge Tickets** - allows you to gather and unify all selected tickets into one;\ **Please note that this action cannot be undone!** * **Assign User** - allows you to assign selected ticket(s) to one of your Replyco users; * **Assign Labels** - allows you to assign a label(s) to tickets you chose; * **Block Customer** - blocks customers and moves their tickets to the Blocked folder. ## Context Menu Replyco offers an alternative method of ticket interaction through the **Context Menu**.

The Context Menu

To access this menu, simply **right-click** on the ticket you want to work with. The Context Menu provides most of the actions available in the Actions row, offering convenient access to various ticket operations. ## Hovering over tickets Hovering your cursor over a ticket provides you with a preview of its information without the need to open it. This allows you to quickly gather some details about the ticket. Refer to the provided screenshots for an example of this feature in action.

Number of Messages in the ticket

Number of Notes in the ticket + a text of the last note

A text of the last message in the ticket

With these intuitive methods of ticket interaction, Replyco streamlines your workflow, enabling efficient ticket management directly from the Ticket List page. #### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** **Phone**: US:flag\_us: +1 407-588-2574 | UK:flag\_gb: +44 20 8064 0564 {% endhint %} # Inside of a Ticket From the Ticket Header & Replying to a Ticket, to Custom Fields & Related Feedback sections, here you may learn everything about what each ticket consists of. ## Ticket Header After opening a Ticket you will see the main information about it, like **Ticket ID, Subject, Marketplace icon and an Integration name**.

Ticket ID, Subject, Marketplace icon and an Integration name.

On the left, you will find 2 arrows, which will help you to switch between tickets inside a folder you are currently in:

Navigation Arrows.

* If you click on the **left arrow** you will go back to the list of Tickets you were in before. * If you will click on the **right arrow** you will see the Next Unread ticket. ## Messages Area

Messages Area.

This area contains all messages in this ticket including both - sent and received once. At the top right corner, there are several buttons: * Sort messages by ascending/descending: this setting defines the order of letters displayed in a ticket (from oldest to newest or vice-versa); sorting by default can be set up via Account Settings; * "Add note" & "Show only notes" - these buttons are related to the Notes functionality and available only if the "Show Notes in Reply Area" account setting is enabled; #### **Each message has the following Properties and Buttons**:

Message Properties.

Properties: * **Message Type**: Sent/Received; * **Timestamp**; * **Sender Email Address** (for received messages at email-based integrations); * **Sender Profile Name** (for sent messages, displays a name of a Replyco user who sent a message); * **Template used**: displays a name of a template taken as a basis of a sent message; * **Auto-response name**: (for sent messages, displays a name of an auto-response rule triggered); * **CC'ed recipients** (for both - received & sent messages); * **BCC'ed recipients** (for sent messages only). Buttons: * **Show HTML/Text Only**: this button toggles the display mode for this message; an appearance by default can be chosen at the Account Settings page; * **Translate button**: translates this message to a preferred language based on your Account Settings; * **Forward button**: allows forwarding this message to another recipient by creating a child ticket; * **Reply to All button**: allows to reply to a customer and all CC'ed recipients at once; * **Expand/Collapse button**: defines a message's appearance, you can choose a default value at the Account Settings page. #### Ticket Logs

Ticket Logs.

This feature can be enabled on the Account Settings page and displays all noticeable actions a ticket was affected by. It also becomes quite handy when investigating working incidents and trying to find root causes. ## Action Buttons

Action buttons.

Here is a description of each button: * The **Refresh** button reloads all messages in a ticket without reloading the whole page.![](https://lh3.googleusercontent.com/hesucuGrtK3aHgq0AU8tL7PQluIkX19_2XKMhDNdbxuqiFCnpsYwQeZ2-YBxJ6Xw9Ywkad4HJXo_qf4nsip37gE1eQBIqrkvRZFxjhgUzpnbRcB_2BHOAk3NniDcPIPTcaXfGNTizwIuct4Jggzc45duO3jtjG9F2RSg6k8O6Va1EWqcy1gScoKXuEXtFQ) * The **Mark Unread** button redirects you back to the ticket list and marks this ticket as Unread. ![](https://lh3.googleusercontent.com/Dk8DpMOquEpJ8Wmf7f1iLFg6v_by9Z7_YRlwP-NfWtQfuL2L24yyToNdawx_fHNuKHB7ufgo9_OU-ISoiVF8yRZHU1CVdaj988vC7M1tG660BqmSJsm5nJE3TkRxBM4QrK65K4rLUQ88MK-jJbITKUKD8Oz8ToxE8R6uc1Fx2JsJGxtRG_A8J8fE_sgW-w) * The **Snooze** button allows you to postpone a ticket until the time period you wish. ![](https://lh5.googleusercontent.com/a-nw6k-EVr35uZZpesxCWCnoFUzF2aWrv_dw9gCFNYJi6CWPTVNtlReWFxAM9EKs0Xmt8RltAC9xfykpIEP4rFOFxDT9KhVnDbUPVsqj4lA1ya0gqF64FN7JWLcAlIukyekEVoyIoryVt3AyXWk7nnSVThR1jEFvChDDUQvo50-RBTTkdg1xmP0IshriPA) * The **Archive** button sends this ticket into the Archived folder. If a ticket is archived already, then this button will be replaced with the **Restore** button. ![](https://lh5.googleusercontent.com/ky2RXmCtMB2rhM446tYjMnMQedsYg9lKLzDgMGlQRR17moU9eZEa8v6Y2j-n4AkbV3Dcr0Zs_OsA7rBZBcgL7xYS4iPcYKw8F_AW0_azZQwrvYO4SRxcDCEj-1tJA2GfYoLWMR31yxyV6b-zOXLLohn9UZKKRqmWFYu5YqkDK9xvSgaFbXSOZAc-QgaywA) * The **Mark as Resolved/Unresolved** button sets an appropriate Ticket Status. ![](https://lh5.googleusercontent.com/00kRdNM8aBRsf23EYhk8hxxM0mqwALOT9cqJ4BkOkhqJl2Eu6oWOt8mWWn1td7cPdEJCRKUioUtIu603e1Mhtw6oGZgsDrGjDFjdXgBilsJ64rxzXchAykTB5KuOdbQkKg4MYLf18MJ79OhVJFj8mPQci4DUZ-j6jejhtGS5I70ZPH6nmb77T-UU1nk8GQ) * The **Assign User** button allows you to assign this ticket to one of your teammates. ![](https://lh4.googleusercontent.com/8MLjER18FTdZRbcWI0Mr7oeSuUAL_2LtFtDvUiQmEaY0dfuvu1lPZWphm3qhu-eWNPIpIfew2CCaDlB4fLbLC6SJtMwistyyo-sBqBqxGD5w8HtAxxq88n3aIdMGhROFUWUMfv-pwMAgyHnqhHT0dQm4qzdmafyCWPt4aXpWkietiRz1sq3ATZNffrYJSQ) * The **Respond** button opens a Reply Box, where you may type a reply. ![](https://lh5.googleusercontent.com/p_aDD_KksydxkW50YY5Ptu8ohntbAStQAgRlvDKD53la3HTlnXeRlLmDuvBVcXfiF-neCUQiWhjHqdwSya1gLrqCxAi2MwIHaHVu3Pwb5XwnBy04poduQl9x9_7v5aPbv5aTJt0z-dZBHYKTliXocRjlX8yEmlcnYhbmRKMF65zz-F6q2K--I0jYTz3tnw) ## Replying to a Ticket Once pressed, a Reply Box will appear:

Reply Box.

Here is a description of its fields & buttons: * **Send to**: this field contains a customer name; * **CC/BCC**: once clicked, these buttons will display an appropriate field, where you may type an email address of a recipient you would like to CC or BCC; * **Template**: this field allows you to choose one of your text templates enabled for this channel; * **Reply area**: this is where you type your text, paste images, insert snippets or modify a selected template; * **Tags**: this button displays a menu of #tags# available for pasting; * **Translate**: this button allows you to translate your text to another language OR translate and send it right away; * **Preview**: this button opens a preview window, where you may check how your final text will look like from a recipient's side after sending; * **Add Attachment**: this button allows you to upload a file and attach it to a message; * **Resolve after Reply**: this button will mark a ticket as Resolved after sending a message; choose a behaviour by default on the Account Settings page; * **Send with Delay**: if this setting is enabled, all replies will be delayed by a number of minutes you chose; * **Choose Delaying Time**: this button will open a pop-up where you may choose a delay time specifically for this message; * **Save Reply as a Template**: this button saves a current text as a template. ## Ticket Attributes

Ticket Attributes.

Each ticket has the following attributes: 1. **Ticket Status**: Resolved/Not Resolved; 2. **Notification**: shows if this ticket is already assigned to someone else, OR if any of your colleagues are already reading this ticket or even replying to it ([Collision Detection](broken://pages/whgfxyyMj8TkLOXIkwrO) feature needs to be active); 3. **Labels**: shows all labels that were allocated to this ticket; 4. **Priority**: shows a priority that was allocated to this ticket. ## Related Cases

Related Cases.

This section displays if there is any eBay INR or Return Case registered in Replyco and related to this order. Once clicked, you will be redirected to a Case page. To learn more about the Replyco Cases module, please check [this page](/main-sections/working-with-modules/cases). ## Customer Details

Customer Details.

Each ticket has a related customer. Here is a description of Customer Details available from within a ticket: * Email; * Phone; * Shipping Address. You are also able to **block this customer** (and move all his past and future correspondence into the Blocked folder) by clicking the three dots icon at the top right corner. ## Notes

Internal Notes.

You may leave internal notes and @tag your colleagues. ## Order Details This section contains main fields with information related to an order.

Order Details.

At the top of the section, there are several buttons: * **Show full Market Order**: opens a pop-up window with ALL the info a Marketplace shares with Replyco; * **Sync Order from Market**: updates order details with the last info from a Marketplace; * **Show full OMS Order**: opens a pop-up window with ALL the info an OMS (Order Management System) shares with Replyco; if you do not have any OMS integrated into Replyco, you won't see this button; * **Sync Order from OMS**: updates order details with the last info from an OMS (Order Management System); if you do not have any OMS integrated into Replyco, you won't see this button; * **Download Invoice from OMS**: if your OMS supports this, you may download an appropriate invoice for this order after clicking this button. If you click on the three dots icon, you will see these and other additional actions you are able to perform with this order:

Additional Order Actions.

Here is a description of additional Order Actions: * **Remove order**: this option removes an order from the Order Details section, so you could insert another one; * **Edit fields visibility**: this option allows you to manage the visible Order Details fields: delete, add new ones and move their positions in the list; just drag'n'drop the properties from left to right or vice-versa to enable/disable or change the property position in the list; once ready, click Save; tick the "Apply for all users" box to apply this preset for all members of your team;![](/files/jUa5o23AnIaGEM7hU9tk) * **Cancel/Refund/Return Order**: these buttons are only available inside of eBay tickets at the moment and allow you to perform an appropriate action with an order. ## Product Details This section displays brief info about the item(s) ordered.

Ordered Items.

If you switch it to the Related Products position, a common listing product(s) information will be displayed:

Related Products.

## Custom Fields

Custom Fields Section.

To learn more about Custom Fields feature, please visit [**this**](https://docs.replyco.com/main-sections/organizing-and-automatization/tickets/organizing-tools#custom-fields) page. ## Attachments

Attachments Section.

This section allows you to upload files related to a ticket without sending them to your customer. Once uploaded, you may download them later if needed. ## Related Feedback

Related Feedback.

This section displays if there is any eBay or Amazon feedback registered in Replyco and related to this order. Once clicked, you will be redirected to a feedback page. To learn more about the Replyco Feedback module, please check [this page](/main-sections/working-with-modules/feedback). #### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** **Phone**: US:flag\_us: +1 407-588-2574 | UK:flag\_gb: +44 20 8064 0564 {% endhint %} # Ticket Creation & The Global Search Function Learn more about proactive communication via Replyco and about searching through the whole App with just one click! ## Ticket Creation ## Method 1: The Create Ticket button

Ticket Creation (via Create Ticket button).

Once clicked, a Ticket Creation window will open. Here you **need to fill in all the required fields**: * **Subject**; * **Message Text**; * **Recipient Email**; Once done, click the **Create** button. ## Method 2: Clicking on a Customer Email inside a ticket A Customer Email can be found directly inside a ticket:

Customer Email inside of a ticket.

## Method 3: the Order Details popup When opening an order card via the Orders tab, Customers tab, Global Search tab, etc:

Customer Email inside of an Order Card.

Clicking on a Customer Email directly will open a Ticket Creation window with all the details fetched automatically:

Recipient Details fetched automatically.

After that you **need to fill in all the required fields**: * **Subject**; * **Message Text**; Once done, click the **Create** button. ## The Global Search Function Search through all the Tickets, Orders, Cases and other modules with just one click using our Global Search feature.

Global Search icon.

The Global Search

Once clicked, a search field will open. Here are examples of what you can type there: * **Ticket number**; * **Subject phrase**; * **Message phrase**; * **Order ID**; * **Case ID**; * **Customer email**; * **Customer name**, etc. This tool is designed to enhance the way our clients search and gather information. A searching has never been easier! #### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** **Phone**: US:flag\_us: +1 407-588-2574 | UK:flag\_gb: +44 20 8064 0564 {% endhint %} # Instant Messages This module covers all integrations in which communication takes place in real-time. Conversations here are similar to how you are chatting using messengers. # Overview Here are the basic things you should know about the Instant Messages module. {% hint style="info" %} Please note that this module comes with the **STANDARD** pricing plan **and above**. {% endhint %} {% hint style="warning" %} Access Rights needed: **Main => Instant Messages (View & Edit)** {% endhint %} The **Instant Messages** section of your Replyco account enables you to **provide real-time chat communication** to your buyers by integrating your Social Media, Messengers and Website LiveChat widgets under one roof. **First of all, please ensure you have relevant Access Rights to be able to see the Instant Messages module on your left.** ![Instant Messages module on the left-hand panel](/files/dBCq3W2pV28ZNIvCdnHv) ## **Instant Messages Integrations** The Instant Messages module allows you to access the conversations from the following integrations: * [Facebook](/main-sections/adding-accounts/social-media/facebook-messenger) * [Instagram](/main-sections/adding-accounts/social-media/instagram) * [Replyco LiveChat Widget](/main-sections/adding-accounts/live-chats/replyco-live-chat) * [Telegram](/main-sections/adding-accounts/social-media/telegram) ## Setting Up Access Rights Each LiveChat Widget or Instant Messages Integration can be set up in a way that it is visible only to a certain user(s). To learn more about this, please visit the **Access Rights Management section**, there are pages related to Widgets & Instant Messages Integrations. ## Automatization Tools Here in Repyco we are really keen on providing the best ways to work with any module effectively. Just like the Tools section for tickets, we have created the **Instant Tools** section that allows you to create **Templates, Auto-response Rules, and more** for your Instant Messages integrations. ![Instant Tools section on the left-hand panel](/files/UCaLh8sQhfzJlnkUjtlI) {% hint style="info" %} Please note that Auto-Responses & Templates which are added in the Instant Tools section are not applicable to regular Tickets. {% endhint %} #### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** **Phone**: US:flag\_us: +1 407-588-2574 | UK:flag\_gb: +44 20 8064 0564 {% endhint %} # Inside of a Convo Learn more about Replying in chat conversations and about conversation details that may help you address customers' questions more effectively. {% hint style="warning" %} Access Rights needed: **Main => Instant Messages (View & Edit)** {% endhint %} ## Replying in a Chat Conversation Replying to an Instant Messages conversation is just as simple as chatting in messengers! When you enter any Instant Messages conversation, the main thing you see is the **Chatting History** and the **Reply Area**. ### Chatting History

Chatting History.

This area contains all messages sent by both sides. All messages are displayed in chronological order. ### Reply Area

Reply Area.

This area contains the **Reply Box itself** and also the following buttons (from left to right): **Templates**, **Attachment**, and **Send button**. ### Chat Templates Chat Templates will save you time when it's about answering typical queries. Similar to the Ticket Templates functionality, our Instant Messages module also has this extremely important feature. ![Template button](/files/W5ccqen4hVKDpVZWNsHX) To use one of the templates when replying to an Instant Messages conversation, just **click on the Template button and choose the template you need** from the list of available templates. To learn more about how to **create new templates** for your Instant Messages integrations, please visit [this page](/main-sections/organizing-and-automatization/instant-messages/templates). ### Chat Attachments Empower your business communication with customers by sending and receiving attachments. Nowadays, every messenger must have the ability to send and receive attachments. So does the Replyco Instant Messages module. It's just not up for discussion.

The Add Attachment button

To make an attachment, just **click the Add Attachment button and choose a file you need**. ## Convo Information ### Conversation Attributes Each Instant Messages conversation has attributes for better management. Below is a short description of them.

1 - Assigned user; 2- Conversation Status

#### 1. Assigned User This attribute shows users who are responsible for a chat conversation. You may choose multiple users to assign. {% hint style="info" %} **Please note that in order to view the Instant Messages conversations assigned users should have the proper access rights.** To learn more about this, please visit the **Access Rights Management section**, there are pages related to Widgets & Instant Messages Integrations. {% endhint %} #### 2. Conversation Status
This attribute defines whether the conversation is closed or open. For your convenience, all closed conversations are being moved to the Closed folder. If a new message arrives, a closed conversation will be moved back to the Open folder. ### Conversation Details Each Instant Messages conversation has the ability to attach a related customer. Our system does the rest and pulls additional information for your convenience.

1 - Customer Details; 2 - Previous Orders; 3 - Previous Tickets

#### 1. Customer Details This section contains a customer's email address and phone number. Clicking on the email address will allow you to send an email via Replyco and [create a new ticket](/main-sections/working-with-modules/tickets/ticket-creation-and-the-global-search-function). #### 2. Previous Orders' History Here you are able to track all the previous orders that are related to your customer. Please note that only orders that were pulled after you started using Replyco will appear in this section. #### 3. Previous Tickets' History Would like to check previous communication with this client before writing a reply? This section will show you all the Replyco tickets related to a customer. Here in Replyco, we believe that real-time chatting brings you and your customers one more step closer to each other. That is why we will keep working on this module to make it even more versatile and helpful for e-commerce sellers. #### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** **Phone**: US:flag\_us: +1 407-588-2574 | UK:flag\_gb: +44 20 8064 0564 {% endhint %} # Cases This module enables you to process eBay INR Cases and Return/Refund requests directly from within Replyco. Each case contains all the info you need to resolve it. # Overview Here are the basic things you should know about the Cases module. {% hint style="warning" %} Access Rights needed: **Main => Cases (View & Edit)** {% endhint %} The **eBay Cases** section of your Replyco account enables you to **process INR Cases & returns/refunds**, offer **item replacements** and perform other actions related to eBay claims and complaints. ## **What cases are automatically synced with Replyco?** At this time, only cases that have been opened **within 24 hours** of the feature deployment (or within 24 hours of when you started your trial) will be pulled into the **Cases tab** for processing. Cases already in process prior to syncing with Replyco can only be viewed via an **eBay System Notification ticket**. ## Grant Access to the Cases Module All users designated as **Administrators** will have access to cases. Standard users and staff must be granted access by an Administrator. Please find instructions below on how to grant the access. ### **Step 1: Go to the Access Rights section** In order to grant **Admin** and **Cases** access, you will first click on the **Admin tab**. From the **Admin tab**, navigate to **Users** and select the user you are granting access. Click on the **Access Rights tab.** ### **Step 2: Ensure that modules are enabled** At the Access Rights section, mark both the **“View”** and **“Edit”** checkboxes next to **Admin** and **Cases**. Then hit the **Save** button.

Grant the access rights needed and click Save

## How to enter a Case You can access and respond to **eBay Cases** in 2 ways: ### **Method 1: From the Navigation Menu on your left** To respond directly to opened cases from Replyco, you can simply click on **Cases** in the **left navigation menu**. ### **Method 2: From Within a Ticket** As eBay still sends system messages and notifications when actions are being taken on a case (either by the buyer or seller), you can still **access** and even **respond** to any customer message **from within the corresponding ticket**. For cases that have been synced to Replyco, you’ll be able to cross-reference the case with **related messages**.

Enter into any case using Navigation Menu on your left or directly from withing a ticket

## eBay INR (Item Not Received) Cases ### What are eBay INR Cases? INR or “Item Not Received” cases occur when a customer who never received their order reports their missing item(s) to eBay. Once this happens, the seller will have 3 days to respond to the INR case before the buyer can escalate the claim and have [eBay](https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210#section4) step in to resolve the issue themselves. Not responding to INR cases can have a detrimental effect on your seller rating and customer feedback, as well as cause potential eBay account issues. It’s in your best interest to take care of eBay INR cases right away. {% hint style="warning" %} The **Escalate Inquiry** action will prompt eBay to handle the case. In most situations, you’ll want to deal with eBay cases yourself to ensure customer satisfaction and avoid negative reviews. {% endhint %} Upon opening an INR case, you will see a variety of actions that you can take to resolve the customer's issue. What you see will vary, depending on the particular case and how far along you are in the case resolution process. To the right of your eBay case is the **Related Tickets** panel. Click the blue text within this panel for access to the customer tickets associated with this eBay case, in order to quickly pull up any relevant customer support messages. #### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** **Phone**: US:flag\_us: +1 407-588-2574 | UK:flag\_gb: +44 20 8064 0564 {% endhint %} # Case List Your easy-to-understand guide to what you will find in the Case Summary section, including Filters and Customize Your View. {% hint style="warning" %} Access Rights needed: **Main => Cases (View & Edit)** {% endhint %} The **Case Summary** screen provides a snapshot of all active **eBay Cases** that have been synced in Replyco. You can sort column headers (newest to oldest) and view which cases need your attention.

The Case List

### **Filters** Cases are fully searchable and you can **Filter by Status** (Opened, In Progress, Closed), by **Account** (for those that have more than one eBay account), **and more**. **Opened:** The Opened status shows you when a new case has been opened, but no action has yet been taken. **In Progress (noted in yellow):** The In Progress status signifies that a case is still open, but is in the process of being addressed. Further action is likely needed depending on where the buyer / seller is in the resolution process. **Closed (noted in green):** Closed indicates a case has been closed and no further action is required.

The Case List filters

{% hint style="info" %} Please note that we show only **Active** **Cases** **by default**. If you wish to display **Closed** ones, please **enable the "All" additional filter** before searching. {% endhint %} ### **Customize Your View** While inside the **Case List** screen, you will find icons that enable you to **customize your view**. **Edit:** To edit which columns you see in your interface, click on the **Edit button** and select the column by marking the **checkbox**. ![](/files/JDeIoiuTbOr1KeaUHBLm)![](/files/U5pxukNkJcDRBlekb5Q7) **Sync:** For force synchronization, click the **Sync button**. Even though Replyco automatically syncs in the background throughout the day, you’ll need to force sync if you want to see an update immediately.

Sync & Refresh buttons

**Refresh:** Hit **Refresh** to update the page with the latest sync (automated or forced). #### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** **Phone**: US:flag\_us: +1 407-588-2574 | UK:flag\_gb: +44 20 8064 0564 {% endhint %} # Inside of a Case Learn about everything you can do from inside an eBay Case. # Case Information Here is an overview of things you may find in each Case. {% hint style="warning" %} Access Rights needed: **Main => Cases (View & Edit)** {% endhint %} Using Replyco, you can respond directly to an **eBay Case** by tracking and performing the various steps required by eBay. **What’s the difference?** In Replyco, the entire audit trail displays for each case, along with:

Case Stage

General Details

Return Files

You may download all attachments related to a Case.

Related Tickets (previous communication)

Clicking on the **Related Ticket link** will open a new window and take you directly to the original request in Tickets. When viewing that ticket, you’ll also be able to link back to the actual case in Replyco.

Refund Details

Shipment Tracking Info

Customer Details

Order Details

Product Details

#### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** **Phone**: US:flag\_us: +1 407-588-2574 | UK:flag\_gb: +44 20 8064 0564 {% endhint %} # Available Actions {% hint style="warning" %} Access Rights needed: **Main => Cases (View & Edit)** {% endhint %} Available actions to take on a case include: * Approve Request * Issue Full Refund * Issue Partial Refund * Offer Replacement * Send Message * Attach Photos * And much more…

Available Actions

#### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** **Phone**: US:flag\_us: +1 407-588-2574 | UK:flag\_gb: +44 20 8064 0564 {% endhint %} # Feedback Feedback Module allows you to view all of your Amazon & eBay feedbacks left by your buyers just in one place. # Overview Here are the basic things you should know about the Feedback module. {% hint style="warning" %} Access Rights needed: **Main => Feedback (View & Edit)** {% endhint %} The **Feedback** section of your Replyco account enables you to: * **monitor your Feedback flow,** * **process eBay & Amazon Feedback,** * **send automatic Feedback requests for Amazon.** #### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** **Phone**: US:flag\_us: +1 407-588-2574 | UK:flag\_gb: +44 20 8064 0564 {% endhint %} # Feedback Requests The ability to proactively seek feedback from Amazon buyers is vitally important to the health of an Amazon eCommerce business. That’s why we’re so excited to introduce Feedback Requests to you. {% hint style="info" %} * Please note that this functionality is for **Amazon integration only**. * You need at least one **Amazon integration added** to Replyco to set up these Automated Feedback Requests. {% endhint %} {% hint style="warning" %} Access Rights needed: **Main => Admin (View & Edit)** {% endhint %} {% hint style="warning" %} Access Rights needed: **Main => Feedback (View & Edit)** {% endhint %} {% hint style="warning" %} Access Rights needed: **Tools => Automation (View & Edit)** {% endhint %} Here’s how it works. ### **Step 1: Create a feedback rule** Using the Amazon “Request a Review” template, sellers will be able to create a customisable set of rules to automatically trigger feedback requests. The **Feedback Rules** section can be found at **Tools** => **Automation**. Please note that you will need Admin access rights to view or edit. Navigate to the **Feedback Rules** tab. Click on the **+Create Rule** button in the upper right corner. ![Visit the Feedback Rules tab and click on the +Create Rule button.](https://lh5.googleusercontent.com/YrVQcjphJ9PUiU5jefwYuLQb1CFXmeK6qUQxCK4U2bclTTGCv7qa4vX1dt2zeJsMbG8iPGoMEHjkZBGECg9cZJhCensHE86Igsch6cAA4bxAsbh4pPMCNNrUL40loFP53Gedbwpv) Include a **Name** for the rule. Assign **Affected Channels**. You can choose 1 or more Amazon integrations. Create a **Schedule (days)** by entering the number of days after the latest estimated delivery date. Once expired, the feedback request will be sent. **Exclude orders with active tickets** by clicking the toggle button **On** or **Off**. **Exclude orders with open Cases** by clicking the toggle button **On** or **Off**. Click on **Save**. Only new orders will be affected. ### **Step 2: Monitoring** To view current and pending feedback requests, navigate to **Feedback** => **Feedback Requests**. You can elect to manually send a request ahead of schedule or cancel if needed. You can also Filter by Status by clicking on **Pending**, **Cancelled**, or **Sent** from the top of the list view**.** ![Pending, Sent & Cancelled Feedback Requests can be found on the Feedback Requests page.](https://lh3.googleusercontent.com/athd9kas9wvcwC8x3FXNCibKUJ9gu-8tX4iPGMzvP2O8GKypSZb4_GDN1bj17cBXDlzb9jkcC3LC8wj3xqEKJJ4YSL6_g0B8RGWpRlgQW1D7C733pD7ATdvVehYOFG4uX6Ol_J7g) ![](https://lh5.googleusercontent.com/UmbYdMEz98Ti2wMvwBd3yozCSqbdEsqjPACFSDDcFDP_NmbDpYlkJndnmV-wE_54id0wtuVUPvAPvs9Hw8j0rHO4q0Otd5GuvW8FuRXfTMpjAY8zYkU1kjscROezGCYGCiN1YnqV) You may **cancel** a pending Feedback Request or **send** it right away. ### All Done! #### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** **Phone**: US:flag\_us: +1 407-588-2574 | UK:flag\_gb: +44 20 8064 0564 {% endhint %} # Feedback List This is a list all of your feedbacks that are being pulled from your eBay & Amazon shops. {% hint style="warning" %} Access Rights needed: **Main => Feedback (View & Edit)** {% endhint %} {% hint style="info" %} Please note that this module displays **All Feedback from eBay** and only **Neutral & Negative Feedback from Amazon**. {% endhint %} ## Columns & Lines Once you open a Feedback List, you will see a list with the following information in each line: * **User**: this is the username of your buyer who left a Feedback * **Rating**: this is the buyer's rating, which shows the number of feedbacks this buyer has left (for eBay integrations only) * **Comment Type**: can be Positive/Neutral/Negative * **Comment**: this is the text of the review itself * **Created Date**: this is a date the review has been left * **Account**: this is the name of your eBay/Amazon account this review belongs to

Feedback List

## Filters & Sorting The **User, Comment Type, Comment, Created Date & Account columns can be sorted**. Just click on them once or twice to choose the order: ![](/files/TlhDJaGf80O353rxRVqN)![](/files/yMZuRQ3S85GmLstRyCP6) You are also able to **search** among your reviews by using the Search field and **filter** the results by the following parameters: * **Account**: display only reviews related to a certain eBay or Amazon account * **Comment Type**: display only positive/neutral/negative reviews * **Marketplace**: display only eBay or Amazon reviews

Searching & Filtering

#### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** **Phone**: US:flag\_us: +1 407-588-2574 | UK:flag\_gb: +44 20 8064 0564 {% endhint %} # Inside of a Feedback Here are the main things you can find inside of each review. All of them will allow you to streamline your work with Feedback from your customers. {% hint style="warning" %} Access Rights needed: **Main => Feedback (View & Edit)** {% endhint %} ## Feedback Area This area contains the review type, its text & creation date, as well as the main information about the product discussed.

Feedback Area

## Related Tickets

Related Tickets.

This section shows **all the existing tickets related to this Feedback**. This will help you see what led to the unwanted feedback and understand what you need to do in order to avoid similar situations in the future.

Related Feedback inside of tickets.

For your convenience, we also added the **Related Feedback section inside of tickets**, so you could see if the buyer you are chatting with has any existing feedback. ## Customer Details

Customer Details section

This section contains your buyer's **contact data**. It will allow you to **create a new ticket** right away or reach your customers via **phone**. ## Order Details

Order Details section

This section replicates the Tickets' Order Details section and displays the **main information about the order** the review is related to. #### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** **Phone**: US:flag\_us: +1 407-588-2574 | UK:flag\_gb: +44 20 8064 0564 {% endhint %} # User Account Settings Replyco is always trying to push the boundaries of personalization. Where Users are able to customize their Notification preferences, automate actions and streamline their own workflow.

Account Settings

# Personal Information, Notifications & Security This article contains information about User Personal data, Notification Preferences, Signatures creation and Account Security procedures. ## Information Tab The **Information** tab contains the fields to identify each user of your Company. Here are the fields and how they can be used: **Name & Last Name**: these fields are being used almost everywhere in the App: from the #username# tag when you reply to any message and assign tickets to your colleagues, to mentioning your colleagues in Notes. **Mobile**: this field defines a user's phone number. **Email**: this field is being used for receiving notifications, recovering your password and logging into Replyco App. **Profile Picture**: this picture is being used by the [Collision Detection](broken://pages/whgfxyyMj8TkLOXIkwrO) feature and when chatting using the [Instant Messages](/main-sections/working-with-modules/instant-messages) module

Information Tab

## Notifications Tab The **Notifications** tab allows you to manage your Notification Channels and choose Events you would like to be notified about. ### Notification Types

Notification Preferences

**Email**: we will send you a notification about a certain event to the email address you specified in the [Information tab](/main-sections/user-account-settings/personal-information-notifications-and-security). **Mobile**: we will send you a notification about a certain event to Replyco Mobile Application, so you could stay tuned even on-the-go. **Browser**: we will send you a browser notification, so you could see it even when you are on the other tab. ### Notification Events

Browser Notification

**Assign user to Thread (manually)**: when someone assigns a ticket to you. **Assign user to Thread (by rule)**: when you are being assigned to a ticket by an automatic Ticket Rule. **New Thread Message**: when a new message inside of a ticket arrives. **New Chat Message**: when a new message arrives in a chat ([Instant Messages](/main-sections/working-with-modules/instant-messages) module). **New Thread**: when a new ticket arrives. **Thread Snoozing**: when a ticket has been Snoozed. ## Integration Signatures Tab Borrowing the best features from the market-leading email service providers and email clients, we just could not pass through the feature of Signatures. Simply put, a Signature is a text, like your contact information or a favourite quote, that’s automatically added at the end of each message. {% embed url="" %} Adding Signatures video {% endembed %} All Replyco users are able to create individual signatures which can be used across all integrations OR multiple signatures that can be created separately for each marketplace integration. ### Setting Up Your Signature #### **Step 1: Go to My Settings** Click on your **Initial(s)** in the top right corner, then click **My Settings.**

Open the Integration Signatures tab

#### **Step 2: Create Your Signature** Click on the **Create New** button. An Editor mode will be opened. Create your signature by entering the text you need.

Signature Editor Mode

{% hint style="info" %} Please note that you are also able to paste pictures into your Signature. **Ensure that the source the image link is referring to is publicly available.** Otherwise, our system won't able to get an image from your source. {% endhint %}

Signature with a Logo

For our Advanced Users, we have the **Source Mode** of the text editor, which allows you to build your Signature with a **custom HTML code**:

Source Mode

#### **Step 3: Choose Associated Integrations** Once you are done with your Signature text, you need to choose the integrations this signature will be associated with. Click on the blank **Integrations bar**. You’ll see a drop-down menu with a list of available integrations. Select one or many integrations for this signature.

The List of Integrations to associate your Signature with

Click **Save.** #### **All done!** Your Signature will now appear in any messages or responses you create based on the integration you are working from. ## Security Tab This tab is related to your Account Security. From here, you can enable a 2FA and change your Account Password. ### Two-Factor Authentication In order to enable 2FA, you need to visit the **Security** tab and then **click** the **Enable Authentication App** button.

Enabling 2FA

We recommend using the Google Authenticator app. Here are the links: * [**Google Play**](https://play.google.com/store/apps/details?id=com.google.android.apps.authenticator2\&pcampaignid=web_share) * [**App Store**](https://apps.apple.com/us/app/google-authenticator/id388497605) ### Password Reset In order to change your Password, you need to visit the **Security** tab, and scroll down to find the Change Password section. Enter your current password and the new one. Then repeat the new one and **click** the **Change Password** button.

Changing Password

If you are currently not in the Replyco App and forgot your password, please visit the following page and follow the instructions using the link below: {% embed url="" %} **Forgot Password link above** {% endembed %} #### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** **Phone**: US:flag\_us: +1 407-588-2574 | UK:flag\_gb: +44 20 8064 0564 {% endhint %} # User-specific Settings Open the true Personalisation experience with our User-Specific settings that are designed to help you in achieving your best workflow. Just visit Account Settings => Settings tab. # Ticket-related Settings Here is a description of settings that affect the way you see the messages in a ticket and how you reply to them. ## Message Language
This setting defines the **user's native language**. When inside of a ticket, the **Translate button** will translate text to this particular language **by default**, with just one click, saving a few precious seconds of your time. {% hint style="info" %} Please note that this setting is NOT about changing the language of Replyco Platform interface. At this moment in time, the App is available in English language only. {% endhint %} ![The system translates a messages' text into the user's language by default.](/files/OBhwb1Ilc0iiPkyef6Cq) ## Message Order
This setting defines the default messages ordering inside of a ticket. It can be switched to the **Newest to Oldest** OR **Oldest to Newest**. When you enter the ticket, you may choose how to sort messages manually by simply clicking the sort button. This setting **remembers** your individual preferences and **automatically** switches this sorting to the way you need **each time** you visit a ticket.

Oldest to Newest messages sorting inside of a ticket

## Default Message View
This setting defines the default messages view inside of a ticket. It can be switched to **Text** OR **HTML**. When you enter the ticket, you may choose how to display messages by simply clicking the toggle button. This setting **remembers** your individual preferences and **automatically** switches this toggle button to the way you need **each time** you visit a ticket.

Show Text mode

Show HTML mode

## Expand all messages in a thread
Basically, each message inside of a ticket is **collapsed** (except the very last message). In order to expand it, you need to click the **Expand Message button**:

The Expand message button

This option allows you to **choose** whether to expand or leave messages collapsed **by default**. ## Message sending delay
Replyco allows each user to set up a **delay-by-default time** **when sending messages**. When delayed, users can **cancel** the message before the delay time elapses. Similar to an “**undo**” button in Gmail, **but better**!

Cancel Button for Delayed messages

We hope these simple but flexible settings will allow you to interact with ticket messages with more convenience than ever before. #### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** **Phone**: US:flag\_us: +1 407-588-2574 | UK:flag\_gb: +44 20 8064 0564 {% endhint %} # UX/UI Settings Here is a description of settings that affect the way some features or events are being shown. ## Show Tickets List in Ticket Detail screen {% embed url="" %} Say hello to the Gmail-like layout! The new layout allows you to view the ticket list and ticket content on the same page, without having to switch between pages. This layout makes it even easier to stay organized and efficient when managing your tickets.
Please note that this feature is still in beta and is not yet available to all users. If you would like to try out the new Tickets Layout, please contact our Support team and they will be happy to assist you. ## Ticket Badge
This setting allows you to display a **ticket counter on your left**. A ticket counter shows how many tickets of a certain type you currently have in each folder. Ticket Badge supports 3 types of tickets: **Unread, Unresolved & Total**. You are able to choose **up to 2 types at the same time**. In this case, Ticket Badge will have the following format: **Type1/Type2**.

"Total" Ticket Badge

## Load user logs in the ticket
This setting enables the User to see the **action logs inside each ticket**. These logs contain information about **rules triggering, archiving, resolving, etc**. This feature often helps with the investigation of certain working situations and provides you with **full transparency** of each user's actions

Ticket Logs

## Start Screen
{% hint style="info" %} Please note that this setting is available for the [**STANDARD**](broken://pages/3zAAnhg2MhNBvOx4D17E) **price plan and above**. {% endhint %} This setting defines **the first screen you see** once enter the Replyco App or when **pressing the Replyco logo** on your top-left. It can be the **List of Tickets**:

List of Tickets

Or the **Smart Filters** screen:

Smart Filters screen

To learn more about the **Smart Filters** feature, please visit [**this**](broken://pages/b0UcTlh4arvzjDdhYaj8) page. ## Has sound (chats)
{% hint style="info" %} Please note that this setting is available for the [**STANDARD**](broken://pages/3zAAnhg2MhNBvOx4D17E) **price plan and above**. {% endhint %} This setting is available only for Companies with the [**Instant Messages**](/main-sections/working-with-modules/instant-messages) module activated. Each user can decide, whether to receive a **sound notification** upon a chat message arrival by switching this option to **On** or **Off**. ## Show Notes in messages area
{% hint style="info" %} Please note that this setting is related to **Thread Notes** only. {% endhint %} Basically, if this setting is **disabled**, all Notes can be viewed in your right-hand Notes section:

"Show Notes in messages area" option is disabled

**Enabling** this option will bring your **Thread Notes** right into the **Messages Area**:

"Show Notes in messages area" option is enabled

To learn more about the **Internal Notes** feature, please visit [**this**](broken://pages/Y7a1jwoctA4W0kKzJwOa) page. #### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** **Phone**: US:flag\_us: +1 407-588-2574 | UK:flag\_gb: +44 20 8064 0564 {% endhint %} # Action-related Settings Here is a description of the "Leave Tickets Unread" setting. ## Leave Tickets Unread
This setting **keeps a ticket Unread if no actions were taken** after opening it. ## Resolve Tickets After Reply
This simple setting defines if the ticket will be automatically resolved after you send a reply. This setting **remembers** your individual preferences. Basically, it just enables/disables the following tickbox **automatically** **each time** you hit the Reply button:

Resolve After Reply tickbox is enabled by default

## Automatically Return to Ticket List After Resolving
This simple setting defines if you will be taken back to the Ticket List after the ticket is resolved. This setting **remembers** your individual preferences. Basically, if it is disabled, you will stay in the ticket after resolving it. ## Automatically Return to Ticket List After Sending Message
This simple setting defines if you will be taken back to the Ticket List after you send a reply. This setting **remembers** your individual preferences. Basically, if it is disabled, you will stay in the ticket after sending a message. ## Unassign a ticket upon resolution
This setting, when enabled, makes tickets Unassigned automatically each time you resolve them. ## Enable attachment converter for eBay
{% hint style="info" %} Please note that this setting is related to **eBay tickets only**. {% endhint %} If you are going to attach a PDF, DOC or perhaps a video file to your eBay message, it won't be sent, as eBay supports only the following types of attachments: **JPG, JPEG, TIF, PNG, GIF, BMP.** In order to help our clients with this, we have implemented an **Automatic Attachment Converter for eBay**. If you have this option **enabled**, we process your **PDF** attachment and **convert it into PNG images** during the message-sending process. #### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** **Phone**: US:flag\_us: +1 407-588-2574 | UK:flag\_gb: +44 20 8064 0564 {% endhint %} # Customers, Orders & Products Replyco is not just about correspondence, it is a comprehensive solution for sellers, an e-commerce CRM that gathers everything you need together. {% hint style="info" %} [Access Rights](broken://pages/wxFu1OagFIfUoc18coEp) needed: **Tools => Customers/Orders/Products (View & Edit)** {% endhint %}

Tools Section

#### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** **Phone**: US:flag\_us: +1 407-588-2574 | UK:flag\_gb: +44 20 8064 0564 {% endhint %} # Customers All of your buyers and customers can be found here, along with their previous orders, correspondence & notes. {% hint style="warning" %} Access Rights needed: **Tools => Customers (View & Edit)** {% endhint %} ## List of Customers Once you open the Customers page, you will see a list of your contacts **from all channels** you have. You are able to search through this list by Customer's **Name**, **Phone Number** or **Email Address**.

List of Customers

## Contact Card Once the required contact is found, you may click on it to open a Contact Card. Each Contact Card contains info about: * **A marketplace of the first contact;** * **Contact Info;** * **Previous Tickets;** * **Previous Orders;** * **Previous Chats;** * **Internal Notes related to this Customer.**

Contact Card

You are also able to **modify information** in a Contact Card by pressing the **Edit button** (a pencil icon):

Editing a Contact Card

Or merge two customers into one by pressing the **Merge button**:

Merging Customers

#### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** **Phone**: US:flag\_us: +1 407-588-2574 | UK:flag\_gb: +44 20 8064 0564 {% endhint %} # Orders This tab aggregates orders from all of your channels in one place. Each order contains basic info about, customers & items ordered. You are also able to perform certain actions, like Cancellation. {% hint style="warning" %} Access Rights needed: **Tools => Orders (View & Edit)** {% endhint %} ## List of Orders This is the main screen of the Orders section. All of your orders can be found here.

Orders List

## Filtering & Sorting If you need to find certain order(s), you may use a **search**, **filters**, and **sorting**. The **Search** field supports **Order Numbers**, **Customer Names**, and various **Order Management Systems' Order Numbers**. All tickets can be **filtered** **by** certain timeframes (for **Order Creation Date**, **Purchase Date**), and by a certain **Integration Channel**.

The Search field & Filters

All the results can be **sorted by each column**. For example, by ticket count or by order creation date.

All Orders filtered by Created Date & sorted by Ticket Count

## Order Details Each order can be clicked. Once done, a pop-up with the main Order Details will appear. You are able to quickly **create a new ticket** by simply **clicking on the Customer Email**. Clicking on the **Customer's Name** will take you to a relevant [**Contact Card**](/main-sections/customers-orders-and-products/customers#contact-card).

Order Details pop-up

Each order also contains the **Related Tickets section** that shows all the tickets related to this order. And the **Notes section** that contains Order-related notes left by you or your colleagues. {% hint style="info" %} For **eBay Orders**, we have the ability to **process** them **directly from withing Replyco**. You can **Cancel, Refund** or **Return** an order by simply clicking a button. {% endhint %}

Order Processing buttons and Related Tickets section

#### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** **Phone**: US:flag\_us: +1 407-588-2574 | UK:flag\_gb: +44 20 8064 0564 {% endhint %} # Products This tab aggregates products (listings) from all of your channels in one place. Each position contains basic info about your products their description, quantity & related tickets {% hint style="warning" %} Access Rights needed: **Tools => Products (View & Edit)** {% endhint %} ## List of Products This is the main screen of the Products section. All of your products and listings can be found here. Each line contains info about **Quantity**, the **Title of your Product/Listing**, the **Category** of your product, and a **number of tickets** related to the product.

Products List

## Filtering & Sorting If you need to find a certain product(s) or listing(s), you may use a **search**, **filters**, and **sorting**. All tickets can be **filtered** **by** a certain marketplace (like eBay or Amazon).

The Search field & Filters

## Product Details Each product/listing can be clicked. Once done, a pop-up with the main Product Details will appear. If you have a Product Description, it will be also displayed here.

Product Description

Each order also contains the **Related Tickets section** that shows all the tickets related to this order.

Related Tickets

#### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** **Phone**: US:flag\_us: +1 407-588-2574 | UK:flag\_gb: +44 20 8064 0564 {% endhint %} # Organizing & Automatization One of the main reasons of using Replyco is its powerful organizing & automation tools that allow you to streamline routine actions and repetative tasks. Find your best working pace here! # Tickets This section allows you to work with your tickets effectively and create an automatic system that will perform certain scenarios of interaction with tickets that works even while you are offline. # Organizing Tools Bring a new level of effeciency to your day-to-day workflow be learning how to use Replyco organizing tools. ## Labels **Create your own Labels and that will allow you to mark your tickets, filter them & create ticket folders with ease.**

Labels

{% hint style="warning" %} Access Rights needed: **Tools => Labels (View & Edit)** {% endhint %} {% hint style="warning" %} Access Rights needed: **Labels => \[choose what labels you need]** {% endhint %} ### Creating a Label #### **Step 1: Go to Tools** In order to create a new label, go to the **Tools tab**, then go to the **Labels tab.**

Go to Tools => Labels

#### **Step 2: Create New Label** Click the **“Create new”** button for creating a new label.

Click the “Create new” button

#### **Step 3: Label Name & Appearance** Give the label a **name** & choose the **colour** you like. Click the **Save** button.

Label Name & Colour

#### **Step 4: Finish** The new label will be displayed at the Labels list on the **Tools => Labels** & **Labels** pages.

Tools => Labels & Labels pages

### Label as a Tag

Label as a Tag

Each label can be assigned to a ticket whether manually or via **Ticket Rules**. In that case, all the label will be visible on the ticket list in an appropriate column. When you are on the ticket list, you may also filter tickets by a certain label. ### Label as a Folder

Label as a Folder

If you take a look on the left-hand navigation menu, you will find the **Labels section** (which is NOT under the Tools section). You will find a list of **labels you have access to**. Click on any label to open **all tickets with this label**. That is what we call a **folder**. ## Smart Filters **Tired of clearing ticket filters and then setting new ones to achieve another scenario again and again? Here are the Smart Filters that are designed to eliminate this headache once and for all.** Take control over viewing and managing incoming queries with the Smart Filters dashboard. Presort all of your messages into different query types or categories and view them from one central screen. {% embed url="" %} {% hint style="warning" %} Access Rights needed: **Tools => Smart Filters (View & Edit)** {% endhint %} {% hint style="warning" %} Access Rights needed: **Smart Filters => \[choose what Smart Filters you need]** {% endhint %} ### Smart Filters Creation To create a Smart Filter, please visit **Tools => Smart Filters** and press the **Create New** button:

Visit Tools => Smart Filters and press the Create New button.

A Smart Filter creation window will open:

Smart Filter creation window.

Here is a description of the main settings & options to choose: * **Smart Filter icon**: choose one of the default icons or upload your own by enabling the toggler; * **Filter Name**: give your Smart Filter a name. Then you may choose what filters to apply: from a certain word or phrase in a message text or a subject to a certain label or integration. Once done, click the **Save** button. ### Using Smart Filters To quickly switch between your Smart Filters, visit **Tickets => Smart Filters**:

Smart Filters page.

{% hint style="info" %} For your convenience, we have added a User Setting that allows you to choose the **Start Screen** appearance: ![](/files/BJAMi0mCqzDagZJFDLDH) {% endhint %} ## Custom Fields **Bring your Business Analytics to a new level and get some insights about your business using our Custom Fields functionality.** {% hint style="warning" %} Access Rights needed: **Tools => Custom Fields (View & Edit)** {% endhint %} Simply put, a Custom Field is a field with a certain format and type of information. Once set up, it will be displayed in every ticket so your users could insert a specific type of information or choose one/several variant(s) from pre-created options. Here are the examples: ![](/files/Z4mgr5RFA7csocmG1ndX) {% hint style="info" %} Please note that these Custom Fields should be filled manually by your users. {% endhint %} ### Custom Fields Creation To create a new Custom Field, please visit **Tools => Custom Fields** and click the **Create New** button:

Visit Tools => Custom Fields and click the Create New button.

A Custom Field creation window will be opened:

Custom Field creation.

Here is a description of the fields & options: * Name: this is a name of your CS, it will be visible inside of a ticket; * Type: this is a type of an information this CS will contain; * Select options: multiple variants (available for the "List" type only); * Allow multiple options: this setting defines whether it is possible to choose more than one variant in this Custom Field. Once everything is set up, click Save. ### Filling the Custom Fields Each ticket has a Custom Fields section on your right. To fill the Custom Fields, just press the Gear icon:

Click the Gear icon and fill in your Custom Fields

Once filled, click Save. ### Custom Fields Data Export To export your data, please visit **Dashboard => Reports**, find **Custom Fields** and press **Generate**:

Visit Dashboard => Reports, find Custom Fields and press Generate.

Then you need to define what tickets and what information you would like to export:

Export Settings.

Once done, click Download. Replyco generates a .CSV file that could be opened via Excel or Google Sheets. ## Starred Messages This feature allows you to mark important tickets and customers, making them easier to find later under the dedicated "Starred" ticket folder. ### Starring Tickets There are two ways to star a ticket. Users can star tickets **from ticket lists** or **from within a ticket** itself:

Starring a ticket from a ticket list

Starring a ticket while inside a ticket itself

### Starring Customers Replyco allows users to star entire customers. When a customer is starred, all their tickets will appear under the ‘Starred’ ticket folder. Customers can be starred in two ways: either **from within a ticket** itself, or from the **customer contact card**.

Starring a customer while inside a ticket itself

Starring a customer from the Contact Card

### Filtering by Starred tickets We’ve also added a filter to search for starred tickets while on any ticket list. This filter is located under the “Additional Filter” section.

Additional "Starred" filter

#### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** {% endhint %} # Automation Tools Process your tickets much faster by delegating the day-do-day routine to our system. Focus on things that really matter. ## Rules **Assign users, labels or put your Linnworks orders on Hold automatically with our flexible rules system.** {% hint style="warning" %} Access Rights needed: **Tools => Automation (View & Edit)** {% endhint %} Creating rules can save you a lot of time dealing with incoming tickets. You can set up rules to automatically allocate incoming tickets to a specific folder, automatically assign team members or give them Priority. ### Creating a Rule In order to create a rule, please **visit the Tools => Automation => Rules tab** and press the **Create Rule button**.

Tools => Automation => Rules tab

The Create Rule button

Each rule has its own name and can be turned ON/OFF with just one click.

Rule Name & Activation Button

Basically, **each rule** consists of **a block of conditions** & **a block of actions** that will be performed once conditions are met. ### Rule Conditions All conditions are grouped into **categories**: * Message * Ticket * Customer * Order * Product

Conditions Categories

**Each category contains multiple objects**. For example, the Message category has the following objects: * Text (a text of a message itself) * Subject (a thread subject) * Language (a language of a text of a message)

Message Objects

You are able to create **complex conditions** by using **OR & AND buttons**:

A complex condition

### Rule Actions Once **conditions are met**, the system will **perform the actions you chose**. Here is a description of all possible actions: * **Update Ticket Status**: this action sets a status of a ticket, which can be **Resolved** or **Not Set (Not Resolved)**. * **Update Ticket Priority**: this action sets a priority (SLA) for a ticket. You can have a number of priorities at the same time. To learn more about Priorities & SLA, please visit this page. * **Allocate into Label**: this action assigns a ticket with labels that you already created. You may choose more than one label. * **Allocate User**: this action assigns a user to a ticket. Assigned users will see this ticket at their My Tickets folder. * **Archive Ticket**: this action moves a ticket into the Archive folder. * **Mark as Read**: this action marks a ticket as Read. * **Change Order Tag, Change Order Lock State, Change Order Park State**: if you have a Linnworks account integrated into Replyco, then Replyco can interact with your Linnworks orders if such an order is attached to a ticket.

Rule Actions

Once done, click the **Save** button. ### Rules Order When a ticket arrives, the system scans it and applies all the relevant active rules you have. Sometimes you might have rules with similar conditions, but the actions might differ. Replyco allows you to **control the order of rules** applied. Rules on the top will be applied first, while rules on the bottom will be applied after. Hence, **the more any particular rule is important to you, the lower it should be placed**. To **change** the order of a particular rule, just **drag'n'drop it using the sandwich icon**.

Rules Order Changing

{% hint style="warning" %} Please note that the **Replyco** **system** **runs your rules automatically ONLY when a new incoming message arrives into a ticket**. This means that **manually created tickets and messages sent outside of Replyco and then pulled in as tickets WILL NOT be affected by rules**. {% endhint %} ## Templates **Tired of sending the same text again and again? Bin that! Just create templates that will save you hours of typing each day.** {% hint style="warning" %} Access Rights needed for creation and editing: **Tools => Automation (View & Edit)** {% endhint %} Simply put, a **Template is a pre-defined text** that will be inserted into your Reply box. ### Template Creation In order to create a template, please visit the **Tools => Automation => Templates** tab and press **the Create button**.

Visit Tools => Automation => Templates tab and press the Create button

The following window appears on the right-hand side:

Set a Template name & choose associated integrations

**Set a Template name**. This name will appear in the list of available templates when replying to a ticket. **Choose associated integrations**. The template will be visible only when replying to tickets related to these integrations. Once done, type a text of your template:

Type a text of your template

{% hint style="info" %} Please feel free to use **#tags#** that **pull a piece of relevant information automatically** depending on Order Details, Customer Details & Replyco User Details. {% endhint %} {% hint style="info" %} Please note that you are also able to paste pictures into your Signature. **Ensure that the source the image link is referring to is publicly available.** Otherwise, our system won't able to get an image from your source. {% endhint %}

Paste an image, if needed.

For our Advanced Users, we have the **Source Mode** of the text editor, which allows you to build your Signature with a **custom HTML code**. Once done, turn this mode off.

Source Mode

Replyco templates also allow you to upload attachments for your Templates:

Add an attachment to your Template

Once you have finished and inserted all the details, hit **Save**. After saving you are always able to **Edit your Template** by pressing the **pencil button** near the Template you would like to modify:

Edit your templates with the Pencil button

### Using a Template To use a template, just enter a ticket you are going to reply to and start responding to it. In the Reply box, **click on the Template area** and **choose a template** needed:

Click on the Template area and choose a template needed

Edit your response, if needed, and click Send.

Edit your response, if needed

### All Done! ## Auto-Response Rules **This simple guide will take you through the process of setting up an auto-response.** {% hint style="warning" %} Access Rights needed: **Tools => Automation (View & Edit)** {% endhint %} Before setting up an auto-response rule, you need to create a template that is going to be sent. ### Step 1: Create an Auto-Response Template In order to create a template, please visit the **Tools => Automation => Templates** tab and press **the Create button**.

Visit Tools => Automation => Templates tab and press the Create button

The following window appears on the right-hand side:

Set a Template name & choose associated integrations

**Set a Template name**. This name will appear in the list of available templates when replying to a ticket. Once done, type a text of your template:

Type a text for your template.

{% hint style="info" %} Please feel free to use **#tags#** that **pull a piece of relevant information automatically** depending on Order Details, Customer Details & Replyco User Details. {% endhint %} {% hint style="info" %} Please note that you are also able to paste pictures into your Signature. **Ensure that the source the image link is referring to is publicly available.** Otherwise, our system won't able to get an image from your source. {% endhint %}

Paste an image, if needed.

For our Advanced Users, we have the **Source Mode** of the text editor, which allows you to build your Signature with a **custom HTML code**. Once done, turn this mode off.

Source Mode

Replyco templates also allow you to upload attachments for your Templates:

Add an attachment to your Template

Once you have finished and inserted all the details, hit **Save**. Halfway there! Now it’s time to set up some rules for when to activate your after-hours auto-response. ### Step 2: Creating an Auto-Response rule Visit the **Tools => Automation => Auto-response Rules** tab and press the **Create button**.

Visit Tools => Automation => Auto-Response Rules tab and press the Create New button.

Once clicked, an Auto-Response rule creation window will appear:

An Auto-Response rule creation window.

Here is the fields & settings description: * **Rule Name**: this is the name of your AR rule; * **Template to Send**: here you need to choose a template that this AR rule will send to your clients; * **Integrations**: here you need to decide what integration(s) will be covered by this AR rule; * **Date Range**: this option allows you to select whether the AR rule will work endlessly or within a certain date frame; * **Delay Range**: this option allows you to define the number of minutes that should pass from the moment of a client's message arrival till the AR will be sent. It can be a certain value or a range when our system will pick the number of minutes randomly; * **Frequency**: this option allows you to choose whether each customer's message in a ticket will be auto-replied or just the first one; * **Send outside working hours**: this option allows the Auto-Response rule to refer to your Company's Working Hours (can be set up on a Company Settings page) and send ARs outside of them; * **Days**: this setting allows you to define days of the week when this AR will be active; * **Active between**: this setting allows you to define certain hours & minutes when this AR will be active during the days chosen in the previous setting; * **Conditions**: this setting defines when exactly this AR should be triggered. Once everything is set up, click Save:

Once done, click Save.

### All Done! ## Amazon Feedback Requests **The ability to proactively seek feedback from Amazon buyers is vitally important to the health of an Amazon eCommerce business. That’s why we’re so excited to introduce Feedback Requests to you.** {% hint style="info" %} * Please note that this functionality is for **Amazon integration only**. * You need at least one **Amazon integration added** to Replyco to set up these Automated Feedback Requests. {% endhint %} {% hint style="warning" %} Access Rights needed: **Main => Admin (View & Edit)** {% endhint %} {% hint style="warning" %} Access Rights needed: **Main => Feedback (View & Edit)** {% endhint %} {% hint style="warning" %} Access Rights needed: **Tools => Automation (View & Edit)** {% endhint %} Here’s how it works. ### **Step 1: Create a feedback rule** Using the Amazon “Request a Review” template, sellers will be able to create a customisable set of rules to automatically trigger feedback requests. The **Feedback Rules** section can be found at **Tools** => **Automation**. Please note that you will need Admin access rights to view or edit. Navigate to the **Feedback Rules** tab. Click on the **+Create Rule** button in the upper right corner. ![Visit the Feedback Rules tab and click on the +Create Rule button.](https://lh5.googleusercontent.com/YrVQcjphJ9PUiU5jefwYuLQb1CFXmeK6qUQxCK4U2bclTTGCv7qa4vX1dt2zeJsMbG8iPGoMEHjkZBGECg9cZJhCensHE86Igsch6cAA4bxAsbh4pPMCNNrUL40loFP53Gedbwpv) Include a **Name** for the rule. Assign **Affected Channels**. You can choose 1 or more Amazon integrations. Create a **Schedule (days)** by entering the number of days after the latest estimated delivery date. Once expired, the feedback request will be sent. **Exclude orders with active tickets** by clicking the toggle button **On** or **Off**. **Exclude orders with open Cases** by clicking the toggle button **On** or **Off**. Click on **Save**. Only new orders will be affected. ### **Step 2: Monitoring** To view current and pending feedback requests, navigate to **Feedback** => **Feedback Requests**. You can elect to manually send a request ahead of schedule or cancel if needed. You can also Filter by Status by clicking on **Pending**, **Cancelled**, or **Sent** from the top of the list view**.** ![Pending, Sent & Cancelled Feedback Requests can be found on the Feedback Requests page.](https://lh3.googleusercontent.com/athd9kas9wvcwC8x3FXNCibKUJ9gu-8tX4iPGMzvP2O8GKypSZb4_GDN1bj17cBXDlzb9jkcC3LC8wj3xqEKJJ4YSL6_g0B8RGWpRlgQW1D7C733pD7ATdvVehYOFG4uX6Ol_J7g) ![](https://lh5.googleusercontent.com/UmbYdMEz98Ti2wMvwBd3yozCSqbdEsqjPACFSDDcFDP_NmbDpYlkJndnmV-wE_54id0wtuVUPvAPvs9Hw8j0rHO4q0Otd5GuvW8FuRXfTMpjAY8zYkU1kjscROezGCYGCiN1YnqV) You may **cancel** a pending Feedback Request or **send** it right away. #### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** **Phone**: US:flag\_us: +1 407-588-2574 | UK:flag\_gb: +44 20 8064 0564 {% endhint %} # Additional Tools Discover other types of handy tools that are designed to bring even more customization & efficiency into your day-to-day workflow. ## Custom Shipping Links **Tired of copying tracking numbers and pasting them to websites for getting tracking info? Bin that and get clickable tracking numbers for every shipping service you have!** #### **Tracking numbers WITHOUT & WITH a Custom Shipping Link:**
{% hint style="warning" %} Access Rights needed: **Tools => Custom Shipping Links (View & Edit)** {% endhint %} In order to set up your Custom Shipping Links, please visit **Tools => Custom Shipping Links.** Click the **Create New** button. In the Creation window, you will need to **give your Shipping Service a name**. {% hint style="info" %} Please note that the Shipping Service name **should be exactly the same** text you see in the Order Details section inside of a ticket. {% endhint %} Once done, insert a **basic tracking link** for this Shipping Service.
{% hint style="info" %} A **Basic Tracking Link** is a link that you use for checking the status of your parcel but **without a tracking number itself**. Here is an example.\ The full Tracking Link is \ A Basic Tracking Link would be: [https://www.royalmail.com/track-your-item#/tracking-results/](https://www.royalmail.com/track-your-item#/tracking-results/QQ057975716GB)\ ![](/files/IOsixwlhVeU7obD0rgC0) {% endhint %} Once done, click **Save**. ## Snippets **Already using Replyco Templates, but would like to make your replies more personalized without spending additional time? You have come to the right place!** Simply put, Snippets are predefined pieces of text, which are pretty similar to Templates. But unlike Templates, which can only be used once during a customer response, snippets can be used many times in a row. To start using snippets, follow our simple step-by-step guide below. ### Step 1: Go to Snippets Just click **Tools** on the left sidebar and then choose **Snippets**. ![Open the Snippets page](/files/s9yeWtffy2O3eo4dvb5P) ### Step 2: Create a Snippet Click the **+ Create New** button on your top right. ![Click the + Create New button](/files/09x3ZjMF8a4DigquV1wx) Now you have entered the Snippet creation mode. Here are the meanings of fields and settings: * **Template Name** - this will be the name of your snippet. To activate your snippet, you will need to type "/" with the name of it. * **"Enter text here..."** field - this is the text that will replace the snippet name during the snippet activation. Please note that Tags also might be inserted here. * **"Available for everyone"** option - this option defines who will have an access to this snippet. If **enabled**, then this snippet will be visible to every user in your Company. Once **disabled**, this snippet will be available for you only. Once you finished creating a snippet, click **Save**. ![Fill in Snippet details and click Save](/files/ttWkcacUFVU3zzhTY2jO) ### Step 3: Using a Snippet When you are replying to a ticket, **type "/"** and **choose** one of the available snippets to replace it with your predefined text. ![Type "/" and choose your Snippet](/files/D8DCb6zcwhCquS3O1gjH) Pretty simple, isn't it? Combine your Snippets with Templates and Tags to take your customer service to the next level. ## Fallbacks **Worried about sending an empty space instead of a #tag# information? Leave this in past with our Fallbacks functionality.** {% hint style="warning" %} Access Rights needed: **Tools => Fallbacks (View & Edit)** {% endhint %} Sometimes, when you use **#tags#**, you might find out that **nothing is being sent instead of the Order information** related to a tag. This happens when **Order Details do not contain a certain piece of information yet**. There are numerous reasons for that. Fallbacks put a **pre-set phrase** if a system finds nothing to place instead **of missing order information**. To set up Fallbacks, please visit **Tools => Fallbacks**:

Fallbacks page.

On the Fallbacks page, you will find all #tags# Replyco has. Each #tag# has a field, where you may type the replacement phrase. Once done, click the **Save** button at the bottom of the page:

Fallback feature in action

Above is an example of using the Fallback feature. Say goodbye to awkward #tags# situations. #### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** **Phone**: US:flag\_us: +1 407-588-2574 | UK:flag\_gb: +44 20 8064 0564 {% endhint %} # Instant Messages Automizing your Instant Messages communication has never been easier! Check out our Instant Tools to learn more about making your day-to-day chatting activity more effective. # Templates Tired of sending the same text again and again? Bin that! Just create templates that will save you hours of typing each day. ## Template Creation In order to create a template, please visit the **Instant** **Tools => Templates** tab and press the **Create New** button.

Visit the Instant Tools => Templates tab and press the Create New button.

The following window appears on the right-hand side:

Template Creation window.

**Set a Template name**. This name will appear in the list of available templates when replying to a ticket. **Type a text for your template**. This text will be inserted into the reply box when you choose a template.

Template example.

## Using a Template To use a template, just enter a Chat Conversation you are going to reply to. In the Reply box, **click on the Template area** and **choose a template** needed:

Using a template.

Edit your response, if needed, and click **Send**. #### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** **Phone**: US:flag\_us: +1 407-588-2574 | UK:flag\_gb: +44 20 8064 0564 {% endhint %} # Auto-response Rules This simple guide will take you through the process of setting up an auto-response rule for an Instant Message integration. Before setting up an auto-response rule, you need to create a template that is going to be sent. ## Step 1: Create an Auto-Response Template In order to create a template, please visit the **Instant** **Tools => Templates** tab and press the **Create New** button.

Visit the Instant Tools => Templates tab and press the Create New button.

The following window appears on the right-hand side:

Template Creation window.

**Set a Template name**. This name will appear in the list of available templates when replying to a ticket. **Type a text for your template**. This text will be inserted into the reply box when you choose a template.

Template example.

## Step 2: Creating an Auto-Response rule Visit the **Instant** **Tools => Auto-response Rules** tab and press the **Create New** button.

Visit the Instant Tools => Auto-response Rules tab and press the Create New button.

Once clicked, an Auto-Response rule creation window will appear:

Auto-Response rule creation window.

Here is the fields & settings description: * **Rule Name**: this is the name of your AR rule; * **Template to Send**: here you need to choose a template that this AR rule will send to your clients; * **Integrations & Widgets**: here you need to decide what integration(s) or Replyco LiveChat widget(s) will be covered by this AR rule; * **Date Range**: this option allows you to select whether the AR rule will work endlessly or within a certain date frame; * **Delay Range**: this option allows you to define the number of minutes that should pass from the moment of a client's message arrival till the AR will be sent. It can be a certain value or a range when our system will pick the number of minutes randomly; * **Frequency**: this option allows you to choose whether each customer's message in a ticket will be auto-replied or just the first one; * **Send outside working hours**: this option allows the Auto-Response rule to refer to your Company's Working Hours (can be set up on a Company Settings page) and send ARs outside of them; * **Days**: this setting allows you to define days of the week when this AR will be active; * **Active between**: this setting allows you to define certain hours & minutes when this AR will be active during the days chosen in the previous setting; * **Conditions**: this setting defines when exactly this AR should be triggered. Once everything is set up, click Save:

Once done, click Save.

### All Done! #### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** **Phone**: US:flag\_us: +1 407-588-2574 | UK:flag\_gb: +44 20 8064 0564 {% endhint %} # Transcripts This article is about the Transcripts feature that allows you to share a documented version of a chat conversation with your buyer via email. Access Rights needed: **Instant Tools => Transcripts (View & Edit)** ## Step 1: Create a Transcript Template To create a Transcript Template, **visit Instant Tools => Transcripts**:

Visit Instant Tools => Transcripts

Then click on the **+ Create New button**:

Click on the + Create New button

A Transcript Creation window will open. Here, you need to fill in the following fields: * **Name**. This is your transcript's internal name, which will be visible to your team only. * **Account to send Transcripts from**. Here you need to choose one of your email-based integrations to send this transcript template from. * **Subject**. This is the subject of an email your customers will see in their mailbox. * **Greeting**. This is a field, where you can type a text your customers will see at the top of an email, prior to the transcript of a conversation itself. * **Include Conversation Page information**. Once active, a page a conversation started from will also be displayed in a transcript email. Below is an example of what it looks like:

Transcript Template

Live Transcript

## Step 2: Send a Transcript Once a Transcript Template is created, you may use it anytime in Instant Messages conversations which have any email addresses associated. First of all, you need to open a conversation with a customer you would like to send a transcript to. Then, click on the **Three-dots icon** in front of the Customer name at the top right corner:

Click on the Three-dots icon

Two options will be available: 1. **Send a Chat Transcript** 2. **Transform into a Ticket** ### Send a Chat Transcript Once clicked, you need to **choose a Transcript Template** to use:

Choose a Transcript Template to use

Once done, click on the **Send a Chat Transcript** button:

Click on the Send a Chat Transcript button

After sending a transcript, a note about this event will be created automatically in the Notes section:

A note will be created automatically

### Transform into a Ticket Just like with the Transcript Sending, you need to **choose a Transcript Template** to use. Once done, click **Transform Into a Ticket**:

Choose a Transcript Template to use & click Transform Into a Ticket

Once clicked, a **Ticket Creation window will open**, where all the basic fields are pre-populated already:

Ticket Creation window

All you need to do is to check that all fields are correct and click the Create button at the bottom of the page. Just like with regular ticket creation, all the rest options like delaying, attachments, etc. are available to you here. #### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** **Phone**: US:flag\_us: +1 407-588-2574 | UK:flag\_gb: +44 20 8064 0564 {% endhint %} # Cases Here are the Automation tools for our Cases module. # Templates Tired of sending the same text again and again? Bin that! Just create templates that will save you hours of typing each day. This functionality uses Ticket Templates. To learn more about creating the **Ticket Templates**, please visit [**this page**](/main-sections/organizing-and-automatization/instant-messages/templates). #### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** **Phone**: US:flag\_us: +1 407-588-2574 | UK:flag\_gb: +44 20 8064 0564 {% endhint %} # Feedback Here are the Automation tools related to the Replyco Feedback module. # Feedback Rules This guide is related to automated Amazon Feedback Requests. **The ability to proactively seek feedback from Amazon buyers is vitally important to the health of an Amazon eCommerce business. That’s why we’re so excited to introduce Feedback Requests to you.** {% hint style="info" %} * Please note that this functionality is for **Amazon integration only**. * You need at least one **Amazon integration added** to Replyco to set up these Automated Feedback Requests. {% endhint %} {% hint style="warning" %} Access Rights needed: **Main => Admin (View & Edit)** {% endhint %} {% hint style="warning" %} Access Rights needed: **Main => Feedback (View & Edit)** {% endhint %} {% hint style="warning" %} Access Rights needed: **Tools => Automation (View & Edit)** {% endhint %} Here’s how it works. ### **Step 1: Create a feedback rule** Using the Amazon “Request a Review” template, sellers will be able to create a customisable set of rules to automatically trigger feedback requests. The **Feedback Rules** section can be found at **Tools** => **Automation**. Please note that you will need Admin access rights to view or edit. Navigate to the **Feedback Rules** tab. Click on the **+Create Rule** button in the upper right corner. ![Visit the Feedback Rules tab and click on the +Create Rule button.](https://lh5.googleusercontent.com/YrVQcjphJ9PUiU5jefwYuLQb1CFXmeK6qUQxCK4U2bclTTGCv7qa4vX1dt2zeJsMbG8iPGoMEHjkZBGECg9cZJhCensHE86Igsch6cAA4bxAsbh4pPMCNNrUL40loFP53Gedbwpv) Include a **Name** for the rule. Assign **Affected Channels**. You can choose 1 or more Amazon integrations. Create a **Schedule (days)** by entering the number of days after the latest estimated delivery date. Once expired, the feedback request will be sent. **Exclude orders with active tickets** by clicking the toggle button **On** or **Off**. **Exclude orders with open Cases** by clicking the toggle button **On** or **Off**. Click on **Save**. Only new orders will be affected. ### **Step 2: Monitoring** To view current and pending feedback requests, navigate to **Feedback** => **Feedback Requests**. You can elect to manually send a request ahead of schedule or cancel if needed. You can also Filter by Status by clicking on **Pending**, **Cancelled**, or **Sent** from the top of the list view**.** ![Pending, Sent & Cancelled Feedback Requests can be found on the Feedback Requests page.](https://lh3.googleusercontent.com/athd9kas9wvcwC8x3FXNCibKUJ9gu-8tX4iPGMzvP2O8GKypSZb4_GDN1bj17cBXDlzb9jkcC3LC8wj3xqEKJJ4YSL6_g0B8RGWpRlgQW1D7C733pD7ATdvVehYOFG4uX6Ol_J7g) ![](https://lh5.googleusercontent.com/UmbYdMEz98Ti2wMvwBd3yozCSqbdEsqjPACFSDDcFDP_NmbDpYlkJndnmV-wE_54id0wtuVUPvAPvs9Hw8j0rHO4q0Otd5GuvW8FuRXfTMpjAY8zYkU1kjscROezGCYGCiN1YnqV) You may **cancel** a pending Feedback Request or **send** it right away. #### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** **Phone**: US:flag\_us: +1 407-588-2574 | UK:flag\_gb: +44 20 8064 0564 {% endhint %} # Dashboards & Reporting Start here to learn how to track every aspect of your message management and customer service team performance through the detailed Dashboards & Reports. # Dashboard System The Replyco Dashboard System is where you keep tabs on every facet of your message management and customer service team performance. Each of the primary tabs in your Dashboard contains several different viewing options to help you best manage your messaging and team. ## Overview Tab **From new Tickets to sent messages to errors, your Dashboard Overview provides a snapshot of all your messages. Learn about each status and report type here.**
The Dashboard Overview is your hub for message management. It contains all your messages, from new to resolved to archived, with clear labels and sorting so you know what needs your attention. The Overview section also shows useful customer service information, such as Average Resolution Time and Average First Response Time. You can click on the **filtering boxes at the top** to define how you would like to view the information: by Account, Marketplace and/or time range (Last 7 days, Last 90 days, Custom, etc.). There are several different categories available in your Dashboard Overview, all of which you can view full details about and act on by clicking on them. #### New Tickets Displays newly received tickets for a period of time. Although Archived and Snoozed tickets are included in report totals, they are not shown in the clickable ticket list. #### New Unread Tickets with No Response Display any ticket that has one or more unread messages, with no responses. Although Archived or Snoozed tickets are included in report totals, they are not shown in the clickable ticket list. #### Not Resolved Tickets Any ticket with a status of Not Resolved. Although archived or snoozed tickets are included in report totals, they do not display in the clickable ticket list. #### Resolved Tickets Any ticket with a status of Resolved, filtered by the date it was created. Although Archived or Snoozed tickets are included in report totals, they do not display in the clickable ticket list. #### Snoozed Tickets Any ticket that is currently set to Snoozed, including the expiration date and filtered by the date it was created. Although Archived tickets are included in report totals, they do not display in the clickable ticket list. #### Archived Tickets Any tickets that have been Archived, filtered by the date it was created. Although Snoozed tickets are included in report totals, they do not display in the clickable ticket list. #### One & Done Displays how many tickets were closed after the first response. #### Unique Customers Displays the number of unique clients who have applied during the selected timeframe. #### Received Messages The total number of messages received. #### Sent Messages Total number of outgoing messages, including ones sent outside of the Replyco app. #### Messages in Process Messages that are still processing and waiting to be sent. Although Archived or Snoozed tickets are included in report totals, they are not shown in the clickable ticket list. #### Message Errors Messages that have received error notifications and have not been sent. Although Archived or Snoozed tickets are included in report totals, they are not shown in the clickable ticket list. #### Average Resolution Time Time from the date when a ticket is created to the moment the ticket is resolved, divided by the total number of tickets. Auto-responses are not counted. #### Average First Response Time Time from the ticket creation date to the moment the ticket is first responded to, divided by the total number of tickets. Auto-responses are not counted. Archived or Snoozed tickets are included in report totals, but are not shown in the clickable ticket list. #### Average Response Time Time from the message received date to the moment of the response, divided by the total number of messages. Auto-responses are not counted. Archived or Snoozed tickets are included in report totals, but are not shown in the clickable ticket list. #### Within SLA All tickets that HAVE NOT been resolved and that are within the established SLA period and filtered by ticket create date. Archived or Snoozed tickets are included in report totals, but are not shown in the clickable ticket list. #### Overdue SLA All tickets with an SLA period that has expired. Archived or Snoozed tickets are included in report totals, but are not shown in the clickable ticket list. #### Messages Within SLA All messages that HAVE NOT been resolved and responded and that are within the established SLA period and filtered by message date. Archived or Snoozed tickets are included in report totals, but are not shown in the clickable ticket list. #### Messages Overdue SLA All messages with an SLA period that has expired. Archived or Snoozed tickets are included in report totals, but are not shown in the clickable ticket list. #### Ticket Language List of languages used in messages from customers. #### Compare Tickets Report that compares Created Tickets vs Resolved Tickets vs Tickets that have been Responded To. #### Buyer Location Countries from where a buyer originates. ## Dashboard Customization **Replyco allows you to customize the size and location of every widget. In conjunction with the ability to disable irrelevant widgets, it enables you to create your ideal dashboarding experience.** In order to **start** the customization process, just visit the Dashboard Section you need and tap the **Gear** **icon** on your top-right:

The Gear icon.

#### Edit Mode This mode allows you to: * **disable** widgets by clicking "X"; * **resize** widgets by dragging the right bottom corner of widgets; * **move** widgets across the canvas by dragging and dropping them.

Moving a resized widget.

#### Manage Widgets option

Managing Widgets.

Once clicked, this option enables you to choose what widgets to display. You may disable widgets you don't need or vice-versa. ## Performance Tab **The Performance tab within your Replyco Dashboard contains detailed information about every aspect of your team's performance.** ![](/files/-MD0l3afhUHh5q9jWK_V) This Dashboard Section enables you to keep track of factors such as how many messages individual users respond to and tickets created during a certain timeframe. From within this tab, you can view detailed reporting on user performance in order to determine how to best manage your staff. You can also filter your view by Account, Marketplace and/or time range (Last 7 days, Last 90 days, Custom, etc.). The sections below will let you know how employees are performing as well as which days and times are the busiest or most active. #### User Performance Overview of each user and the number of messages they have responded to. #### Ticket Count Created tickets by hour/day/week/month. #### Templates Usage The total number of templates utilized for message delivery ## Channels Tab **View message reports based on Integrations to better manage customer service strategies for each marketplace.**
The Integrations tab in your Replyco Dashboard allows you to sort and view detailed information by integration and/or marketplace. This helps you understand everything you need to know about messages coming in from each selling channel. You can also filter your view by time range (Last 7 days, Last 90 days, Custom, etc.). #### Integrations Diagram chart showing total messages per each integration, broken down by status: New, Overdue, Due Today, Resolved, Not Resolved and Total. #### Marketplaces Diagram chart showing total messages per each marketplace, broken down by status: New, Overdue, Due Today, Resolved, Not Resolved and Total. ## Labels Tab **Your Labels tab shows ticket distribution by Label, broken down by each ticket's status.**
The Labels tab in your Replyco Dashboard shows the distribution of tickets by Label (for example, Amazon, eBay, Shopify, etc.), broken down by status. You can also filter your view by Account, Marketplace and/or time range (Last 7 days, Last 90 days, Custom, etc.). Within this tab, you will be able to see how many tickets for each Label fall into the following categories: * **New** * **Within SLA** * **Overdue SLA** * **Resolved** * **Not Resolved** * **Total** You can click into each category to view more information about individual tickets or to take action on them. ## Users Tab **All the information you need to see about how users are handling and responding to tickets is located inside your Replyco Dashboard's Users tab.**
From tickets that have been assigned to a user but haven't been resolved to average first response times, you can view and address every facet of user behaviour in your User tab. You can also filter your view by Users (All Users or individual users), integration, Marketplace and/or time range (Last 7 days, Last 90 days, Custom, etc.). See below for a full list of the detailed reporting this section contains. {% hint style="info" %} Please note that you can also **choose a particular user**. In this case, widgets will be displayed in a graphic way, like the Overview Tab. {% endhint %} #### Assigned Tickets All tickets that have been assigned to a user, but are NOT resolved. #### Unanswered Tickets Tickets that have been assigned, but have NOT been read or responded to. #### Not Resolved Tickets Tickets that have been assigned, with an ongoing conversation, but have not yet been resolved. #### Resolved Tickets Resolved tickets by individual user. Although Archived or Snoozed tickets are included in report totals, they are not shown in the clickable ticket list. #### Snoozed Tickets Snoozed tickets by individual user. Although Archived tickets are included in report totals, they are not shown in the clickable ticket list. #### Archived Tickets Archived tickets by individual user. Although Snoozed tickets are included in report totals, they are not shown in the clickable ticket list. #### Received Tickets Messages that were received on tickets assigned to an individual user. #### Sent Messages Messages that were sent by an individual user from within the Replyco app. #### Average Resolution Time Displays the average time it takes for an individual user to resolve a ticket. Time from the ticket creation date to the moment the ticket was resolved, divided by the total number of resolved tickets by an individual user. #### Average First Response Time Displays the average time it takes for an individual to initiate a response to the first message in a ticket thread. Time from the ticket creation date to the moment the ticket was responded to, divided by the total number of resolved tickets by an individual user. #### Within SLA All tickets that have NOT been resolved and that are within the established SLA period, for each individual user, filtered by ticket creation date. Although Archived or Snoozed tickets are included in report totals, they are not shown in the clickable ticket list. #### Overdue SLA All tickets whose SLA period has expired, for each individual user. Although Archived or Snoozed tickets are included in report totals, they are not shown in the clickable ticket list. #### Message Count Message responses by hour/day/week/month and individual user. #### User Action Count The number of actions (e.g. resolve, respond to, etc.) taken by the individual user. #### User Action Audit Trail Detailed information about actions taken by the individual user. ## Cases Tab **View everything you need to know about Cases in your Replyco Dashboard's Cases tab.**
From the average resolve times to a list of Cases by status, you can see everything you need to know about Cases in your Replyco Dashboard's Cases tab. You can also filter your view by Account and/or time range (Last 7 days, Last 90 days, Custom, etc.). This tab offers reporting on the following categories: #### Average Resolve Time Average time it took to resolve a case. #### Cases in Progress The number of cases that have not been resolved. #### New Cases Cases that were created within a specific period of time. #### Cases by Status View a list of cases by status. ## Instant Messages #### Recently Created Displays newly received chats for a chosen period of time. #### New Chats Without Response Displays a number of chats that have one or more unread messages, with no responses. #### Open Chats A number of chats with a status of Open. #### Closed Chats A number of chats with a status of Closed. #### Unique Customers Display the number of customers who have applied during the selected time period. #### User Performance Shows how many messages were sent by each user over a selected period of time. The data is displayed by days if the selected period is less than 30 days, by months if it is less than a year, and by years if it is more than a year. #### Chats Count Created chats by hour/day/week/month. #### Accounts Diagram chart showing total chats per each account, broken down by status: New, Open, Closed and Total. #### Marketplaces Diagram chart showing total chats per each channel or platform, broken down by status: New, Open, Closed and Total. #### Assigned Chats All chats that have been assigned to users, but are NOT resolved. #### Unanswered Chats A number of chats that have been assigned to users, but are NOT answered yet. #### Open Chats A number of all open chats assigned to users. #### Closed Chats Resolved chats by users. Although Archived or Snoozed chats are included in report totals, they are not shown in the clickable chat list. #### Received Messages Messages that were received on chats assigned to users. #### Sent Messages Chat messages that were sent by users from within the Replyco app. #### Replies to Close a Chat An average number of users' replies before a chat closing. #### Average Close Time Displays the average time it takes for users to resolve a chat. Time from the chat creation date to the moment the chat was resolved, divided by the total number of resolved chats by users. #### Average First Response Time Displays the average time it takes for users to initiate a response to the first message in a chat thread. Time from the chat creation date to the moment the chat was responded to, divided by the total number of resolved chats by users. #### Messages Count Message responses by hour/day/week/month and users. #### User Action Audit Trail Detailed information of the actions taken by users. #### User Action Count The number of actions (e.g. resolve, respond to, etc.) taken by users. #### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** {% endhint %} # Reports/Exports Replyco allows you to export certain kind of data and download various reports. To learn more about report, please choose it below: ## Custom Fields Report **This report allows you to export a .CSV file along with additional data for each ticket.** {% hint style="info" %} To learn more about the **Custom Fields** functionality, please visit [**this page**](/main-sections/organizing-and-automatization/tickets/organizing-tools#custom-fields). {% endhint %} To export your data, please visit **Dashboard => Reports**, find **Custom Fields** and press **Generate**:

Visit Dashboard => Reports, find Custom Fields and press Generate.

Then you need to define what tickets and what information you would like to export:

Export Settings.

Once done, click Download. Replyco generates a .CSV file that could be opened via Excel or Google Sheets. ## User Actions Report **If you need to know who and when exactly performed a certain action, this report will do a trick for you.** This User Actions Report contains information about users and their actions taken within a certain timeframe. For example, you may find out who and when has viewed, archived or resolved a certain ticket and much more. To export your data, please visit **Dashboard => Reports**, find **User Actions List** and press **Generate**:

Visit Dashboard => Reports, find User Actions List and press Generate.

Then you need to define what tickets and what information you would like to export:

Export settings.

Once done, click Download. Replyco generates a .CSV file that could be opened via Excel or Google Sheets. ## Ticket List Export **This simple report provides you with a .CSV version of tickets displayed on the Ticket List page you are currently on.** To export your data, just visit any ticket list page. No matter whether it is just the Not Resolved folder or the Blocked one. Once you have set up the filters you need and adjusted the tickets-per-page setting, please find the **three dots icon** at the top. Then click on it and choose **Export**, like on the screenshot below:

Export button.

Once done, Replyco generates a .CSV file that could be opened via Excel or Google Sheets.

Report file example.

Above is an example of what you can get. #### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** **Phone**: US:flag\_us: +1 407-588-2574 | UK:flag\_gb: +44 20 8064 0564 {% endhint %} # Administrative Processes In this section you will find information about Billing Settings, User Management & Settings that affect your whole Company Account. # Company Settings From your Company's working time, to Priorities & SLAs, these settings affect your whole Replyco account and all its users. To access the Company settings page, please visit **Admin => Company Settings.**

Visit Admin => Company Settings.

## Company Tab

Company Tab

This tab contains the following fields & settings: **Address & Billing Address**: this information will not be shared with anyone and is for internal purposes only. **Auto-assign on Reply**: when enabled, this option will automatically assign a ticket to a user who replied to it first (only if a ticket does not have an assignee yet). **Dashboards currency**: this setting defines what currency will be displayed in [Dashboards](/main-sections/dashboards-and-reporting/dashboard-system). **Merge eBay/Amazon Notifications**: these options will automatically merge all incoming notifications into a few tickets based on a notification type. **Working Time**: this section allows you to define your working hours. Later it can be used when creating Auto-Responses, [LiveChat Widgets](/main-sections/adding-accounts/live-chats/replyco-live-chat) or new [Priorities](#priorities-and-sla). ## Priorities & SLA

Priorities & SLA.

Simply put, SLA (Service Level Agreement) is a commitment between a service provider and a client. In e-commerce, it is usually a response time or ticket resolution time. Easily set, customise and view message priorities and ticket management protocols (such as “Respond to Amazon inquiries within 24 hours” or “Respond to eBay messages within 12 hours”). Here in Replyco, we have **Respond Till** time and **Resolve Till** time columns on each Ticket List, so you could monitor and sort the most urgent inquiries from your clients. For example, you declare on your website that you always reply to any message within 24 working hours and resolve all the issues within 96 working hours. All of this can be tracked from Replyco. To create a new Priority, visit **Admin => Company Settings => Priorities & SLA** and then press the **Create New** button. A Priority creation window will open.

Priority creation window.

**Priority Name**: this name will be visible in the list of priorities when you assign a priority to a ticket manually AND in the list of priorities when assigning a priority via Rules. **Respond Within & Resolve Within**: these will be deadlines for each ticket this priority will be applied to. **Operational Hrs**: this setting defines what hours will be taken as a basis (Calendar Hours or your Working Hours from the Company Settings tab). Once everything is set up, click **Save**. ## Ticket Merge Settings

Ticket Merge tab.

The Ticket Merging System allows you to automate the merging of tickets from the same customer, ensuring that communication stays organized and manageable. You can configure the merging logic for each integration individually, allowing for a customized approach to different platforms. **How to Set Up Automated Merging** 1. **Select Integration**: Begin by selecting the specific integration for which you want to configure merging settings (e.g., eBay, Amazon, etc.). 2. **Enable Merging**: Enable the "Merge Tickets from the Same Customer" checkbox. This will allow the system to automatically merge new tickets from the same customer, based on the criteria you specify. 3. **Set Merging Timeframe**: Define the number of days during which new tickets from the same customer will be merged. This means if a new ticket is created within this timeframe from the last merge, it will automatically be combined with the existing conversation. * **Example**: If set to 5 days, any ticket created by the same customer within 5 days of the last merged ticket will be merged. * **Note**: Setting this value to `0` will merge all new tickets from the customer, regardless of the timeframe. 4. **Merging Notifications** (eBay and Amazon Only): For eBay and Amazon integrations, you can choose whether to merge all notifications, which helps maintain a single thread of communication. ## Auto-translation Feature
The Auto-translation feature enables you to view translated versions of incoming messages as soon as you enter a ticket. This is designed to save you time during your daily communication with buyers from all over the world. This checkbox is placed under Company Settings > Company tab. Once enabled, you must select a language that will be used for translating all messages written in a language different from the chosen one. {% hint style="info" %} Please note that each user can still select their preferred language for manual translations:\ ![](/files/z5vlFMefltpovftqED0Z) {% endhint %} #### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** **Phone**: US:flag\_us: +1 407-588-2574 | UK:flag\_gb: +44 20 8064 0564 {% endhint %} # User Management Learn how to invite new users into Replyco, edit existing users' information & manage their Access Rights to grant them access to modules, features, and various tools. ## User Inviting **Follow this guide to create and invite users to your Replyco account. There is no limit to the number of users you can add!** {% hint style="warning" %} Access Rights needed: **Main => Admin (View & Edit)** {% endhint %} ### Step 1: Go to Your Users List From the left-hand side of the App screen, click on the **Admin** tab, and then select **Users** from the dropdown menu. ![Visit Admin => Users](/files/iqbLluMPW06Anf7SYvkb) In the Users tab, you can see the user list and their statuses: **Activated** or **Not Activated.** The "**Not Activated**" status means that the user was invited, but has not finished the registration process yet. ![The Statuses of your current users' accounts.](https://lh6.googleusercontent.com/OOXwSdtN1WERWsr3OFDX11hm17_0osifVg91YBAmCPUBStTTfl1PJG0YiGUDOeJMLVngsvgurFMo1PYKC0aRxeyvDD_ubSSFqX5T0_Q2nHHZqexsqKKH__XXACfJXR1G8PbT9Wtq) ### Step 2: Invite a new User On your top-right, you will find the Invite User button. Click on that button to start the process of inviting a new user. ![Click on the Invite User button.](/files/3dPjX4s9iZZ65Hl08xrL) Once clicked, a pop-up window will appear. Fill in all the necessary fields there, choose the basic settings preset for this user, and then click the **Send Invitation** button. * The user's **Name** & **Last name** will be displayed in the App. They will be also used in Tags, e.g. #username# tag. * The **Mobile** field is not necessary for filling. * The **Email** field should contain the user's email address. An invitation letter will be sent there. This email will be also used for logging into Replyco. * The [**Message Language**](/main-sections/user-account-settings/user-specific-settings/ticket-related-settings) setting shows the user's preferred messages language. **Please note that it is NOT the language of the App.** * The **User Role** setting defines the preset of Access Rights this user will have. * The **Default Message View** setting defines the way that ticket messages will be displayed to this user. ![Fill in the user information and then hit the Send Invitation button.](/files/f7ynCZwgJOJgk2kH0Ajh) After sending the invitation letter, you will receive a pop-up notification that a new user was successfully created. ![Notification about successful user creation.](/files/8eaMwrWxDFisRuJIrHlQ) ### Step 3: User Account Activation In order to activate a Replyco account, a user must check his login mailbox and find an invitation email from Replyco. The activation link will be inside that letter. {% hint style="info" %} Sometimes Replyco invitation email might appear in a Spam/Junk folder. Ask your user to check them as well. {% endhint %} {% hint style="warning" %} **Please ensure the user opens an activation link using the Google Chrome browser. We cannot guarantee a stable registration/activation process for other browsers.** {% endhint %} ## User Editing **As a Replyco admin, you can edit basic user information and some other settings without logging into the user's account.** {% hint style="warning" %} Access Rights needed: **Main => Admin (View & Edit)** {% endhint %} ### Step 1: Go to Your Users List From the left-hand side of the App screen, click on the **Admin** tab, and then select **Users** from the dropdown menu. ![Visit Admin => Users](/files/iqbLluMPW06Anf7SYvkb) In the Users tab, you can see the user list**. Click** on the user you would like to Edit**.** An **Information** tab will be opened. ### Step 2: Edit User Information ![User Information tab.](/files/6J6OKxhOC7GVHk3LhQUG) **Here are the fields that can be modified:** * The user's **Name** & **Last name** will be displayed in the App. They will be also used in **Tags**, e.g. #username# tag. * The **Mobile** number field. * The **Email** field. This email will be also used for logging into Replyco. * The [**Message Language**](/main-sections/user-account-settings/user-specific-settings/ticket-related-settings) setting shows the user's preferred message language when using the Translate feature. **Please note that it is NOT the language of the App.** * The **User Role** setting defines the preset of **Access Rights** this user will have. * The **Default Message View** setting defines the way that ticket messages will be displayed to this user. Once the changes were made, **don't forget** to click the **Save** button. ## User Roles **Assign specific roles (User, Moderator, Admin) to individual users.** {% hint style="warning" %} Access Rights needed: **Main => Admin (View & Edit)** {% endhint %} Simply put, User Roles are predefined sets of Access Rights, designed to make setting up user accounts easier. ### Step 1: **Choose a User** From the left-hand side of the App screen, click on the **Admin** tab, and then select **Users** from the dropdown menu. ![Visit Admin => Users](/files/iqbLluMPW06Anf7SYvkb) In the Users tab, you can see the user list**. Click** on the user you would like to Edit**.** An **Information** tab will be opened. ### Step 2: **Choose the Role** From the **User Role** drop-down, select one of the following roles: **User** * Full access to [Ticket Folders](/main-sections/working-with-modules/tickets/ticket-lists) * A default set of [Labels](/main-sections/organizing-and-automatization/tickets/organizing-tools) * [The Global Search Function](/main-sections/working-with-modules/tickets/ticket-creation-and-the-global-search-function#the-global-search-function) * Tools access is limited to [Customers, Orders, and Products](/main-sections/customers-orders-and-products) * Dashboard: Overview section only * All Smart Filters **Moderator:** * Everything the User has, plus: * Access to [Cases](/main-sections/working-with-modules/cases), [Feedback](/main-sections/working-with-modules/feedback), and [Instant Messages](/main-sections/working-with-modules/instant-messages) modules * All [Organizing & Automatization](/main-sections/organizing-and-automatization) tools * Dashboard: [All sections](/main-sections/dashboards-and-reporting/dashboard-system) **Admin:** * Full access to everything, including: * [Admin](/main-sections/administrative-processes) module * [Billing](/main-sections/administrative-processes/billing-details) module ![Choose the Role](/files/oJN46vQ39ltwSnCPJLyi) {% hint style="info" %} Don't forget to click the **Save** button. {% endhint %} {% hint style="info" %} If you modify the user's Access Rights after choosing any Role, the Role name will be changed to **Custom**. {% endhint %} ## Access Rights Management **Replyco offers you a flexible tool that enables you to tweak each user's access rights thoroughly.** {% hint style="warning" %} Access Rights needed: **Main => Admin (View & Edit)** {% endhint %} To open the Access Rights tab, please visit **Admin => Users => \[choose a user you need] => Access Rights**.

Visit Admin => Users => [choose a user you need] => Access Rights.

The Access Rights tab contains many **sections** with **elements & features** you can interact with. Almost every element/feature has the following possible options: **View**: this option allows a user to view the element/feature without the ability to change it.\ **Edit**: this option allows a user to view the element/feature & modify its settings.

View & Edit options for Access Rights elements.

### Sections Description #### Main | Admin | An ability to view Integrations added, Company Settings & Users Settings | An ability to make changes related to these tabs | | ---------------- | ------------------------------------------------------------------------ | ------------------------------------------------ | | Billing | An ability to view the Billing page (Invoices, Charge history, Cards) | An ability to make changes related to this tab | | Cases | An access to the eBay Cases module | An ability to process Cases | | Feedback | An access to the Feedback module | An ability to interact with Feedbacks | | Instant Messages | An access to the Instant Messages module | An ability to interact with Chat Conversations | | Global Search | An access to the Global Search feature | An access to the Global Search feature | | Calls | An access to the Calls module | An ability to interact with Calls | #### Tools | Customers | An ability to view the Customers tab & Customer Cards | An ability to edit Customer Cards | | --------------------- | ---------------------------------------------------------------------------------- | ---------------------------------------------- | | Products | An ability to view the Products tab & Product Cards | An ability to interact with Product Cards | | Orders | An ability to view the Orders tab & Order Cards | An ability to interact with Order Cards | | Automation | An ability to view existing Rules, Templates, Auto-response Rules & Feedback Rules | An ability to edit them | | Labels | An ability to view all existing Labels | An ability to edit them | | Shipping Labels | An ability to view all existing Shipping Labels | An ability to add new and delete existing ones | | Custom Fields | An ability to view all existing Custom Fields | An ability to edit them | | Widgets | An ability to view all existing LiveChats | An ability to edit them | | Smart Filters | An ability to view all existing Smart Filters | An ability to edit them | | Fallbacks | An ability to view all existing Fallbacks | An ability to edit them | | Custom Shipping Links | An ability to view all existing Custom Shipping Links | An ability to edit them | #### Labels This section allows you to enable/disable **a certain label** for a certain user. Disabled labels are not visible to a user. #### Tickets This section allows you to enable/disable **a certain ticket folder** for a certain user. Disabled folders are not visible to a user. If everything is disabled, a user will have only the My Tickets folder with tickets assigned to this user. #### Dashboard This section allows you to enable/disable **a certain Dashboard tab** for a certain user. Disabled tabs are not visible to a user. #### Smart Filters This section allows you to enable/disable **a certain Smart Filter** for a certain user. Disabled Smart Filters are not visible to a user. #### Widgets This section allows you to enable/disable **a certain LiveChat Widget** for a certain user. Disabled LiveChat Widgets are not visible to a user. #### Ticket Accounts This section allows you to enable/disable **certain Ticket Accounts** (Mailbox, eBay/Amazon or any other store you have integrated into Replyco already) for a certain user. Disabled Ticket Accounts are not visible to a user. #### Instant Messages Accounts This section allows you to enable/disable **a certain Instant Messages Integration** (Facebook, Instagram, Telegram, etc.) for a certain user. Disabled Instant Messages Integrations are not visible to a user. Once everything is set up, click **Save**. #### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** **Phone**: US:flag\_us: +1 407-588-2574 | UK:flag\_gb: +44 20 8064 0564 {% endhint %} # Billing Details From this section you will learn everything related to the financial aspects of using Replyco: from payments & plan upgradings to account cancellations. ## Billing Tab **This tap contains info about ticket usage (if relevant), invoices, charging history and your actual bank cards.** To find these pages, please visit **Admin => Billing**.

Visit Admin => Billing.

### Usage

Usage tab.

If you are using one of our older tariff plans based on ticket usage, this tab will provide you with insights about how quickly you are reaching your limits broken down by payment periods in the past. ### Invoices

Invoices tab.

This tab contains info about all the current and previous invoices we issued and sent to you. You may also download them if needed. ### Charges

Charges tab.

This tab contains info about all of your current and previous payments. {% hint style="info" %} If a payment has a red icon, then it means that something went wrong during the charge. Perhaps you need to top up your bank card or ensure that the proper one is added to Replyco. {% endhint %} ### Cards This tab contains info about all of your bank cards added to Replyco. To delete existing ones or change the default one, please contact our Customer Support team. ## Making a Payment **How to make a payment on your Replyco subscription.** Making a payment on your Replyco subscriptions is easy. Simply click **Buy Now** in the lower, left corner of the app and follow the on-screen instructions. ![](/files/-LouNoK73xsJJL6i4-zL) Enter the information requested. ![](/files/-Lou8V90drkWFSx66z7B) You can make payments using any kind of debit/credit card. ![](/files/-LouPtVGc-sBg2Vme-Do) Alternatively, if you require an invoice to be issued for your accounts team, just let us know using . We'll be happy to help. ## Plan Upgrading **Feel ready enough to scale your business and drive your inbox even more effectively? Check this guide about Replyco tariff plan upgrading.** To find out which tariff plan you are currently on, please visit **Admin => Billing**.

Visit Admin => Billing.

On the Billing page, find your current tariff plan name along with the Upgrade button at your **top-right corner**.

The Upgrade button.

To learn more about actual tariff plans you may upgrade to, press the **Upgrade** button.

Actual tariff plans.

Choose your country and click on the tariff plan you are interested in to learn more. Once you are ready with a decision, please contact our Support Team. ## Subscription Termination **We hope you won't need it, but check here for your guide to cancelling your Replyco account.** We always hate to see you go. However, if you wish to cancel your Replyco account, please send an email to ****. If you choose to cancel, for any reason, within 14 days of your first subscription date, we'll be happy to refund 100% of your subscription fee. {% hint style="warning" %} Your data will be kept on our servers for 30 days after your final cancellation date. After this, your data will be removed with no way of restoring it. {% endhint %} #### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** **Phone**: US:flag\_us: +1 407-588-2574 | UK:flag\_gb: +44 20 8064 0564 {% endhint %} # Mobile Application This section of our Help Docs is currently in process... # Main Features # Artificial Intelligence \[AI] This page showcases Replyco's AI features, including automatic categorization, AI-generated conversation summaries, and writing assistance, all designed to enhance your productivity. ## AI Conversation Summary Replyco AI scans the last 15 messages in a ticket or chat conversation and generates a summary of the conversation. This functionality allows users to quickly grasp the context of the conversation without needing to read through all previous correspondence:

AI Ticket Summary

AI Chat Summary

Once a summary is generated, users can view it directly from a Ticket List by hovering over a ticket subject:

Ticket Summary on a Ticket List

Under the Settings tab within the Tools => AI Settings section, you can toggle the AI Conversation Summary feature On/Off. Additionally, you have the option to enable automatic summary generation every time a new message arrives:

AI Summary Settings

## AI Ticket Categorisation Replyco AI automatically scans tickets and generates categories based on their content. These categories appear as regular labels and are displayed in a separate column on a Ticket List:

AI Categories on a Ticket List

We also offer the ability to filter tickets by these AI Categories:

Filtering by AI Category

These categories are also accessible under the Smart Filters tab. Clicking on them will direct you to a ticket list with the corresponding filter applied:

AI Categories under the Smart Filters tab

To manage the AI-generated categories, please navigate to Tools => AI Settings => Categories. Here, you can delete or edit the existing categories as needed:

AI Categories Management

If you prefer not to categorize tickets from specific customers, you can utilize the AI Customers Blacklist tab located under the Tools => AI Settings section:

AI Customers Blacklist

Under the Settings tab within the Tools => AI Settings section, you can toggle the AI Categorization feature On/Off and select the channels for which AI Categorization will be applied:

AI Categories Settings

## AI Writing Assistant Whether you're composing a reply to a chat conversation or crafting a comprehensive response in a ticket, our AI Writing Assistant is here to lend a hand.

Ticket Reply Box

Chat Reply Box

We trust that you'll find these AI features valuable additions to your daily workflow. Your feedback and suggestions are invaluable to us, so please don't hesitate to share your ideas with us on our [Public Roadmap](https://roadmap.replyco.com/). #### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** {% endhint %} # Best Practices Here are the ideas of making your Replyco even more handy. Check them all by choosing a Channel you need. # How to change a Date Format Here is an instruction that will guide you through the process of the Date Format changing.

US Date Format

EU Date Format

The format displayed in the Replyco App depends on the browser language you use. In most cases, the language by default is set to **English**, which equals to **English (US)**. In this case, the date & time format in Replyco will be displayed like on the left screenshot above. To change the date & time format to the EU one, you need to set the browser language to **English (United Kingdom)**. To do that, please follow the instructions below. Please note that our App is designed to work with **Google Chrome** browser, hence depending on your browser, the instructions might differ from what is offered here. {% hint style="info" %} **On Mac or Linux?** Chrome will automatically display in the default system language for your computer. {% endhint %} 1. On your Windows computer, open Chrome. 2. At the top right, click More ![More](https://lh3.googleusercontent.com/E2q6Vj9j60Dw0Z6NZFEx5vSB9yoZJp7C8suuvQXVA_2weMCXstGD7JEvNrzX3wuQrPtL=w36-h36) ![and then](https://lh3.googleusercontent.com/3_l97rr0GvhSP2XV5OoCkV2ZDTIisAOczrSdzNCBxhIKWrjXjHucxNwocghoUa39gw=w36-h36) **Settings**. 3. On the left, click **Languages**. 4. Under "Preferred languages," next to the language you'd like to use, click More ![More](https://lh3.googleusercontent.com/E2q6Vj9j60Dw0Z6NZFEx5vSB9yoZJp7C8suuvQXVA_2weMCXstGD7JEvNrzX3wuQrPtL=w36-h36). * If the language isn't listed, add it by clicking **Add Languages**. 5. Click **Display Google Chrome in this language**. * This option is only available on Windows computers. 6. Restart Chrome to apply the changes. #### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** {% endhint %} --- [Next Page](/llms-full.txt/1)