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.

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.

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.

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.

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

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.

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

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.

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

Moderator:

Admin:

  • Full access to everything, including:

  • Admin module

  • Billing module

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.

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.

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.

Instant Messages Integrations

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: help@replyco.com

Phone: USπŸ‡ΊπŸ‡Έ +1 407-588-2574 | UKπŸ‡¬πŸ‡§ +44 20 8064 0564

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