Only incoming customer messages and optional notifications are counted toward your monthly limit. You can send as many messages as you want every month. You can also have unlimited eBay and Amazon system notifications forwarded to your helpdesk.
Absolutely. ChannelReply was specifically developed to do just that. ChannelReply consolidates all of your eBay and Amazon messages into Zendesk, Freshdesk, Help Scout, Gorgias or Desk.com for faster, more efficient customer service.
We mainly use "CRM" to refer to a customer relationship management or helpdesk platform. The CRMs ChannelReply currently supports are Zendesk, Freshdesk, Help Scout, Gorgias and Desk.com.
Yes. ChannelReply has no independent user interface, so you must connect it to Zendesk, Freshdesk, Help Scout, Gorgias or Desk to answer your messages. However, Freshdesk’s Sprout plan is compatible with ChannelReply and totally free, so you don’t have to pay a dime for a helpdesk if you only want the basics.
We support eBay globally. No matter which eBay site you sell on, ChannelReply is compatible!
For Amazon, we currently support the United States, Canada, Mexico, Brazil, the United Kingdom, France, Germany, Spain, Italy, Turkey, India, Australia, and Japan.
Don’t see your country on the list? Let us know! We’ll do our best to make it happen.
Of course! You can group and tag/label incoming messages from Amazon and/or eBay. In fact, we think it’s a great idea.
ChannelReply is compatible with all Freshdesk account levels, with most functionality available on Sprout (free) and all ChannelReply tools available on all paid Freshdesk plans.
Zendesk users must have a Team account or better.
Help Scout users need the Standard plan or above to use ChannelReply. Help Scout Plus and Company accounts have the added feature of being able to use ChannelReply data in Custom Fields.
Desk users must have Desk Canvas (available on Pro accounts or better) enabled to use all ChannelReply features.
All Gorgias account levels are compatible with ChannelReply.
All messages are sent and received immediately.
ChannelReply is specifically designed to work with messages sent directly from customers. Some messages—namely messages that don’t require replies (i.e. order notifications)—just need to be forwarded from Amazon to your helpdesk's mailbox.
Normally, ChannelReply only processes messages sent directly from customers. To receive inquiries, cases and returns, you can subscribe to Resolution Center Support on the eBay page of your ChannelReply account.
You can also toggle other ChannelReply-powered notifications by editing a connected eBay account and clicking "OPEN ADVANCED OPTIONS."
Some messages—namely, eBay emails that don’t require replies—just need to be forwarded from eBay to your CRM’s mailbox.
Integrating your Amazon and eBay messages with your helpdesk account takes about 15 to 30 minutes. Visit our help page for complete, easy-to-follow instructions. No fuss, no muss.
Yes. We present all sent/received messages in a threaded, easy-to-read form. Threaded messaging makes it much easier to visualize conversations and search for various customer service touchpoints.
Note that threaded messaging is not available for ChannelReply tickets in Freshdesk's free Sprout plan.
We offer ChannelReply as a month-to-month service so you don’t have to make any long-term commitments. However, you can choose annual billing during signup to get a discounted rate.
Absolutely. All ChannelReply plans allow unlimited eBay and Amazon integrations.
Not at all. We use eBay’s messaging API, so all of your messages will be sent/received directly via your CRM—no separate email address required.
ChannelReply pulls in everything you might need: customer name, order ID, ASIN, item title, a direct link to the message within Amazon, direct links to mark each message as either “response not required” or “suspicious behavior,” and more.
In short: everything you need. ChannelReply pulls in the eBay User ID, Item Title, Item ID, Message ID, a link to the item, and a link to the actual message on eBay, among other things. If the eBay user is a current customer, ChannelReply will even be able to give you the customer’s name.
You can have an unlimited number of agents using ChannelReply at no extra cost.
Yes! If you use Freshdesk, Zendesk, or Desk.com, you can manage eBay Resolution Center inquiries, cases, and returns directly from your helpdesk. Generate an eBay label with an RMA, issue a refund, or provide required info without logging into eBay.
Don't like the idea of your agents having that much power? No worries, you can easily disable this feature from the eBay page of your ChannelReply account.
These features are currently unavailable for Help Scout and Gorgias due to API limitations. However, if you use one of these helpdesks, you can still opt in to notifications about Resolution Center activity.
Yes, in most cases, it’s possible to do this if you have one of your helpdesk’s higher account levels.
While we don't yet provide the capability to solve A-to-z Guarantee cases or Amazon returns from within our system, we do provide a direct link to each case, allowing you to track the entire customer service experience, create notes, and hold your customer service agent(s) accountable.
We’ll be happy to help you set up ChannelReply. Contact us to get started!
Absolutely! We encourage the use of macros and canned responses in handling your eBay and Amazon messages.