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!

Access Rights needed: Main => Admin (View & Edit)

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

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.

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.

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 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.

After sending the invitation letter, you will receive a pop-up notification that a new user was successfully created.

Notification about successful user creation.

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.

Sometimes Replyco invitation email might appear in a Spam/Junk folder. Ask your user to check them as well.

Please ensure the user opens an activation link using the Google Chrome browser. We cannot guarantee a stable registration/activation process for other browsers.

User Editing

As a Replyco admin, you can edit basic user information and some other settings without logging into the user's account.

Access Rights needed: Main => Admin (View & Edit)

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

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.

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 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.

Access Rights needed: Main => Admin (View & Edit)

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

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
• A default set of Labels
• The Global Search Function
• Tools access is limited to Customers, Orders, and Products
• Dashboard: Overview section only

• All Smart Filters

Moderator:

• Everything the User has, plus:

• Access to Cases, Feedback, and Instant Messages modules
• All Organizing & Automatization tools
• Dashboard: All sections

Admin:

• Full access to everything, including:

• Admin module
• Billing module

Choose the Role

Don't forget to click the Save button.

If you modify the user's Access Rights after choosing any Role, the Role name will be changed to Custom.

Access Rights Management

Replyco offers you a flexible tool that enables you to tweak each user's access rights thoroughly.

Access Rights needed: Main => Admin (View & Edit)

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?

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 (lower right of the App)

Email: [e-mail]

Phone: US🇺🇸 [phone] | UK🇬🇧 [phone]