Need help finding your way around ChannelReply? This article shows how to navigate your account and update your settings, and explains what everything does.
Click on any screenshot to see the full-sized image.
The ChannelReply dashboard includes five sections:
This block shows the following info:
“Helpdesk Settings” will show you the helpdesk you’ve chosen. Clicking on it will take you to Helpdesk Settings to manage your helpdesk’s options.
If you haven’t chosen a helpdesk yet, or if you’ve just disconnected one, “CHOOSE HELPDESK” will show you the list of available helpdesks. Clicking on one will take you to a setup walkthrough.
If you haven’t connected any marketplace accounts, you will see all available marketplaces in grey. Clicking on a grey logo will take you to the setup walkthrough for connecting that marketplace.
Once you’ve connected a marketplace account, that marketplace’s logo will be colored in and the number of connected accounts will be shown. Clicking on it will take you to that marketplace’s management page, where you can edit connected accounts or connect new accounts.
The marketplaces shown here will depend on which helpdesk you use. All supported helpdesks have Amazon, eBay, Back Market, Etsy, Newegg and Walmart integrations available. Shopify is available for all supported helpdesks except Gorgias. (That's because Gorgias already has an exceptional native integration!)
If the slider shown here is green, it means your account is active and messages are being delivered. If it is grey, ChannelReply is not delivering messages. You must connect a helpdesk and at least one marketplace account to activate messaging.
Note that deactivating messaging does not cancel your subscription. Your subscription is managed from the “Billing Details” tab.
When you're on the dashboard, you'll see CR Feedback at the top of the page.
Clicking this will take you to the CR Feedback dashboard. If you don't have CR Feedback yet, you'll be able to sign up here by clicking "TRY CR FEEDBACK."
(If you don't have ChannelReply, you can start your free trial of CR Feedback here instead.)
If you already have CR Feedback, you'll see all your options for managing Amazon feedback requests.
See "CR Feedback Instructions" for more info on using this powerful tool!
You can see all your requests, including delivered, pending and failed requests across both Amazon and eBay in the Statistics section. Simply click Statistics and select CR Feedback from the top.
This section provides an overview of your total requests. Requests Delivered: Total number of requests that have been successfully delivered. Pending Requests: Requests that are currently scheduled for delivery or where we’re attempting to get order information. Undeliverable Requests: Expired requests with no data after 20 days and the ones where you’ve manually opted out of sending the requests.
You can search for anything from order ID to item title, product and more. Just type in your search term and hit enter.
Select whether you want to see Amazon or eBay requests.
Filter the feedback requests by their current status. We currently have have the following filters available:
Select a date range to see feedback requests sent only during that time frame. You can use the given options like “Today,” “Yesterday,” or “Last 7 Days,” or select “Custom Range” to enter your own date range.
Note that the way some of these requests are displayed may not be intuitive to everyone at first. We display requests on the following dates in Statistics:
Delivered and Delivered_test: Sent_at between fromDate and toDate
Sending: Send_at between fromDate and toDate
Failed: Failed_at between fromDate and toDate
The rest, that have send_at: Send_at between fromDate and toDate
The rest, that don’t have send_at: Created_at between fromDate and toDate
This means that some requests, mainly "Sending" requests, will appear on future dates in the report. So, for example, you may see that you have 200 pending requests at the top of the screen, but no yellow-status Sending requests at all if you’re looking at previous dates. You’ll need to specifically set your date range to include the future to see those scheduled requests.
Also note that the report currently defaults to only showing today's requests, so if you have low request volumes, you may not see much at first until you set a date range.
You can access the ChannelReply Statistics tab anytime by clicking "Statistics" in the left-hand menu and choosing ChannelReply at the top.
On this page, you will see a tile for each marketplace you have connected to ChannelReply. (Marketplaces you have not connected will not appear.)
On each tile, you'll see your current message count for each marketplace. You'll also see some details like how many are buyer messages vs. how many are notifications that count toward your limit.
From inside your account, you can access User Information by clicking “User Information” on the left.
The User Information tab includes the following info and settings:
This section allows you to change your personal details: your name, email address, company, timezone, and password. You can make changes by clicking “EDIT PERSONAL DETAILS” on the right.
The email address listed here is the login email for your account. If you change your email address, you will need to use the new one to sign in to ChannelReply in the future. Your password will stay the same.
Note that your new address will also receive your account notifications, such as message limit warnings. Invoices and other billing notifications will continue going to your old email address. You can change your billing email under "Billing Details," as described later in this article.
Changing the timezone will change the times and dates displayed by ChannelReply in your helpdesk. By default, the timezone is set to GMT.
You can change your password anytime by clicking "Change password." You will simply need to enter your old password and your new password to complete the change.
Note: If you're unable to change your password from this screen, please contact us and our awesome support team will get help you with this right away!
Clicking "ADD EMERGENCY EMAIL" allows you to enter the name and email of a secondary contact. This contact will receive copies of all important account notifications. For example, it will get warnings about message limits and token expirations.
Make sure the email address you enter here is checked at least daily.
Use the slider at the bottom of the page to subscribe to or unsubscribe from the ChannelReply newsletter. We’re constantly adding new features, so be sure to subscribe to keep up with the latest improvements! We always try to keep our newsletters short and never send more than two per week.
Note that if you have previously unsubscribed, you may need to contact us to ask us to re-subscribe you to our newsletter. Our email system is designed to stop us from accidentally re-subscribing people without their permission. It's a good idea to reach out if you haven't received any newsletters in the last 30 days.
The Helpdesk Settings tab can be accessed in the left-hand menu when you are logged in to your account.
You will need to select one to continue with setup. If you aren’t sure which helpdesk would be best for you, you can find our advice in “Which Helpdesk Should I Use with ChannelReply?”
Once you select a helpdesk, you’ll be taken to our setup walkthrough. We also have written instructions available at the following links: Zendesk, Freshdesk, Help Scout, Gorgias, Zoho Desk, Kustomer, Re:amaze.
Already chose and connected a helpdesk? In that case, you will see all the options for managing your helpdesk integration here.
The exact options vary between helpdesks, but here are some of the most common features:
The Marketplaces tab can be accessed in the left-hand menu of your account.
You will be shown the menu of available marketplace integrations. These include Amazon, eBay, Back Market, Etsy, Newegg and Walmart on any account. You will also see Shopify if you use Zendesk, Freshdesk, Help Scout or Re:amaze.
If you have no connected accounts, the marketplace will be shown in grey with “No Accounts Connected” under it. Once you’ve added at least one, it will be colored in and show the number of connected accounts.
Clicking on a grey marketplace icon will take you to the setup walkthrough for that marketplace. For a written guide on connecting any marketplace, click on its name here: Amazon, Back Market, eBay, Etsy, Newegg, Shopify, Walmart US, or Walmart Canada.
Clicking on a colored icon will take you to your connected accounts page, where you can review and edit existing accounts or connect a new account.
Editing an existing account will allow you to access a wide variety of options you didn’t see during setup. For example, you can create and edit tags and toggle options like eBay Resolution Center Support.
You can find Billing Details in the left-hand menu of your account.
Clicking on it will open a popover where you can manage all your billing information.
If your account has been cancelled, you can reactivate it in no time. Just follow the instructions in “How to Reactivate ChannelReply.” As soon as reactivation is complete, you’ll be able to use all features of ChannelReply again.
Congratulations on setting up your ChannelReply account! If you ever get stuck, please don’t hesitate to contact us.