Onsite Support Integration Instructions

Integrating ChannelReply with Onsite only takes a couple minutes. Just follow the quick guide below!

1. Sign In

Sign in to Onsite Support as an administrator. You can create an Onsite account here if you don’t have one yet.

In a separate tab, log in to ChannelReply or create your account for free.

Creating a ChannelReply account starts a free trial, but Onsite users get unlimited free access even after the trial ends! Be sure to contact us to have us enable your free plan after you’ve completed these instructions.

2. Select Onsite

In ChannelReply, select Onsite as your helpdesk. You can choose it during your initial account setup…

…or from your ChannelReply dashboard.

3. Enter Your Domain

Go to your Onsite screen and check the URL in your address bar. If it contains onsitesupport.io, copy it now. (It can be from any page in your Onsite account.)

Return to ChannelReply and paste it into the Domain field. Everything except for the unique part of your domain will be removed.

If you have just entered your domain, skip to step 4.

If your URL does not contain onsitesupport.io, you will need to find your original Onsite URL. Click "Administration" (the gear icon in the lower-left corner of your Onsite account.)

Open "Support Channels." Find "Community Portal" and click "Options" (the gear icon) on its right. Select "Custom Domain."

A popover will appear, and you'll see a sentence in all caps at the bottom. Copy the URL at the end of the all-caps sentence.

Paste it into the Domain field in ChannelReply.

Finally, return to Onsite and X out of the Custom Domain popover.

4. Enter Your API Key

If you are currently on the main menu in Onsite, you will see "MENU" in the upper-left corner. If not, you will see a three-lines icon in the upper-left corner, which you should click now to open the main menu.

Go to Users > Administrators.

Click on the account that you want to be responsible for the ChannelReply integration. Note that downgrading or deleting this administrator or changing their API key will disrupt the connection. Private notes generated by ChannelReply will also appear as being posted by this administrator.

Next, click “Options” (the gear icon in the upper right), then “API Settings.”

Make sure the Status field shows "Enabled." If it does not, click the "Enabled" button at the bottom of the popover.

Next, copy the Key.

Paste it into the Onsite API Key field in ChannelReply. Then hit “TEST CONNECTION.”

If you see a connection error, please see "Onsite Support Connection Error Troubleshooting" for help.

If the connection succeeds, “TEST CONNECTION” will change to “CONNECTED.” ChannelReply and Onsite are now fully integrated! Click "NEXT" to proceed.

You will arrive on the screen shown below.

Choose any marketplace to connect it and continue with setup. Written instructions for all our supported marketplaces are available at the links below:

• Amazon – Answer all your Seller Central messages from Onsite with the help of detailed order info.
• eBay – Handle all your eBay support from Onsite, even solving Resolution Center cases.
• Walmart US – Powerful messaging integration with detailed order info and actions like cancellations.
• Walmart CA – Basic two-way messaging with your Canadian customers.
• Etsy – Get all your Etsy messages in Onsite along with comprehensive order information.
• Shopify – Deep integration with advanced features like order histories and refund actions.
• Back Market – Support your Back Market customers faster than you could from Back Market's own interface.
• Newegg – Answer Newegg messages, process cancellations and more in Onsite.

5. Claim Your Free Account

Make sure you get to keep using ChannelReply for free! Contact us and let us know you’ve integrated your Onsite account. You’ll be given unlimited free access to ChannelReply for as long as you continue to use it with Onsite.

Advanced Setup

ChannelReply can do way more than just pull your messages and order data into Onsite. These optional features will help you support your customers exponentially faster than before!

Custom Fields (Placeholders)

ChannelReply's custom fields can supercharge your support. For example, you can auto-enter Amazon, eBay, Etsy, Walmart, Shopify, Back Market and Newegg data in canned replies. You can also set up triggers and reports based on order details. See "Onsite Support Custom Fields Setup (Variables)" for instructions on this optional feature.

Autoresponders

We're working on developing autoresponders for Onsite Support presently. We'll update this article with a link as soon as we have a setup guide ready.

Text Remover

If you have signatures or templates that include links, contact info, or marketing materials, be careful. They may breach marketplace communication policies. We recommend either deleting them in Onsite or using our text remover.

The text remover deletes any specific text of your choice from all of your responses that are delivered by ChannelReply. You can even use it for multiple specific strings of text. Just note that the text must be exact.

How to Get Help

We’re always happy to assist you! Contact us for email support ASAP or schedule a call to talk to a real, live ChannelReply expert.