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
Full access to Ticket Folders
A default set of Labels
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:
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: US🇺🇸 +1 407-588-2574 | UK🇬🇧 +44 20 8064 0564
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