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 shows the following information:
This block shows the following information:
“MY CRM” will show you the helpdesk you’ve chosen. Clicking on it will take you to CRM Settings to manage your helpdesk’s options.
If you haven’t chosen a helpdesk yet, or if you’ve just disconnected your helpdesk, “CHOOSE CRM” will show you the list of available helpdesks. Clicking on one will take you to the setup guide for that helpdesk.
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 guide 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 and Walmart integrations available. Shopify is available for all supported helpdesks except Gorgias (since 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.
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, and company. 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.
This section shows a detailed breakdown of which eBay, Amazon and Walmart messages are currently counting toward your monthly message limit. (Shopify data is not yet shown.) Included are the following:
Clicking "ADD EMERGENCY EMAIL" allows you to enter the name and email of a secondary contact. This contact will receive all important account notifications, including message limit warnings and account authorization expirations. This contact's inbox should be 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.
The CRM Settings tab can be accessed in the left-hand menu when you are logged in to your account.
If you have not yet selected a helpdesk, you will be shown the menu of available options: Zendesk, Freshdesk, Help Scout, Gorgias and Re:amaze. 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.
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.
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. 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.