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.
Last updated
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.
Last updated
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)
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.
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.
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.
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)
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.
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.
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.
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.
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.
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.
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
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
This section allows you to enable/disable a certain label for a certain user. Disabled labels are not visible to a user.
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.
This section allows you to enable/disable a certain Dashboard tab for a certain user. Disabled tabs are not visible to a user.
This section allows you to enable/disable a certain Smart Filter for a certain user. Disabled Smart Filters are not visible to a user.
This section allows you to enable/disable a certain LiveChat Widget for a certain user. Disabled LiveChat Widgets are not visible to a user.
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.
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
