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Connect OTTO

Connect your OTTO seller account and the emails your OTTO customers write arrive in Replyco as tickets, with the OTTO order beside them; you answer them by email from Replyco. The connection has two halves, and the second one is the step people miss: Replyco reads your orders through OTTO’s own interface, but customer emails reach Replyco only through an address that Replyco creates for the account. Until those emails reach the address, you see orders and no tickets.

Before you start

Section titled “Before you start”
You needWhere it lives
The Admin permission in ReplycoAdminUsers; see Invite users and set what they can do
A login for your OTTO seller account that can add appsOTTO’s partner portal
Access to the mailbox that receives OTTO’s customer emails, to forward themYour email provider
The address your replies should come fromYour email provider
A free account on your planAdminBilling; see Billing

Availability: every plan includes OTTO, and Replyco checks OTTO for new orders. Companies on an older plan may not have order sync; see What each plan includes.

Steps

Section titled “Steps”

  1. Select + Add Account in the top bar.

    The Add Account page opens with one tile per marketplace; the OTTO tile is among them. To connect another channel instead, see Add Account.

    The Add Account page in Replyco, opened with + Add Account in the top bar. The first group shows one tile per marketplace and webstore: Amazon, eBay, eBay v2 with a Beta badge, Shopify, WooCommerce and BigCommerce in the first row, then Magento, Etsy, OTTO, Fruugo, Wish and Kaufland, and Shopline below. The OTTO tile in the second row is highlighted; selecting it opens the dialog Authorize Replyco to sync with OTTO at its first step, INFO.
    OTTO appears as the OTTO tile among the marketplaces on the Add Account page.
    What this screenshot shows
    Screen
    Add Account (/integrations/add)
    Highlighted
    button “”, marketplace-tiles, enabled. opens the OTTO connect dialog
    Also visible
    marketplace and webstore tiles; Mailbox Accounts heading below
    Purpose
    start connecting OTTO

  2. Select the OTTO tile. The dialog Authorize Replyco to sync with OTTO opens at its first step, INFO.

    Enter an Account Name your team recognises; it labels every ticket from OTTO. In Display Email, enter the address your replies are sent from, and in Send Name as the name customers see next to it. Leave Custom SMTP Configuration unticked to receive OTTO’s emails at a Replyco address; the other choice is under Options. Select Authorize.

    The dialog Authorize Replyco to sync with OTTO at its first step, INFO, with three steps in the progress bar. Account Name is filled in with Northwind Electronics OTTO, Display Email with support@northwind-electronics.example.com and Send Name as with Northwind Electronics; the Custom SMTP Configuration check box below is unticked. The Authorize button is highlighted; selecting it keeps these details and moves the dialog to the step that sends you to OTTO. A Need help? link sits under the button.
    Display Email is the address your replies to OTTO customers are sent from.
    What this screenshot shows
    Screen
    Authorize Replyco to sync with {{name}} (/integrations/add)
    Highlighted
    button “Authorize”, dialog-bottom, enabled. keeps the details and moves to the AUTHORIZE step
    Also visible
    Account Name: Northwind Electronics OTTO; Display Email: support@northwind-electronics.example.com; Send Name as: Northwind Electronics; Custom SMTP Configuration unticked
    Purpose
    enter the OTTO account details

  3. The dialog moves to AUTHORIZE. Select Authorize again: the Replyco app opens in OTTO’s partner portal in a new browser tab. Sign in with your OTTO seller account, add the Replyco app and allow its access.

    Replyco asks OTTO for access to your orders. Stay in the OTTO tab: when you have allowed access, OTTO sends you back to Replyco, which saves the account.

    The dialog Authorize Replyco to sync with OTTO at its second step, AUTHORIZE; the first step shows a tick. The dialog says to complete the OTTO account in a few easy steps, that Replyco will not modify or delete your existing OTTO orders, products or customers, and that Authorize redirects you to OTTO to log in. The Authorize button is highlighted; selecting it opens the Replyco app in OTTO's partner portal in a new browser tab, where you allow Replyco access to your OTTO seller account.
    Authorize opens the Replyco app in OTTO's partner portal in a new tab.
    What this screenshot shows
    Screen
    Authorize Replyco to sync with {{name}} (/integrations/add)
    Highlighted
    button “Authorize”, dialog-bottom, enabled. opens the Replyco app in the OTTO partner portal in a new tab
    Also visible
    step AUTHORIZE; Need help? link
    Purpose
    send the seller to OTTO to allow access

  4. Back in Replyco, Almost done... appears. Select Copy Email Address to copy the address Replyco created for the account, then select Done.

    Done works only after you copied the address; until then Replyco shows Click the copy icon and save the e-mail address before you proceed.. You can copy the address again at any time from the account’s details under Setup Email Forwarding:.

    The Almost done... dialog that Replyco shows after OTTO returns you and the OTTO account was saved. Under the heading Set Up Email Forwarding it says to click the box below to copy your Replyco email to the clipboard, because you will need to add this address to your email client settings. The Copy Email Address box is highlighted; selecting it copies the address Replyco created for this OTTO account. The Done button below it closes the dialog once the address is copied.
    Copy the Replyco address; OTTO's customer emails have to reach it before any ticket arrives.
    What this screenshot shows
    Screen
    Almost done... (/integrations/otto/success)
    Highlighted
    button “Copy Email Address”, dialog, enabled. copies the account's Replyco address
    Also visible
    Set Up Email Forwarding; Done button; Need help? link
    Purpose
    copy the address OTTO's customer emails must reach

  5. In the mailbox that receives your OTTO customers’ emails, set up forwarding of those emails to the Replyco address. For how forwarding works, see Mailbox by forwarding.

  6. (Optional, recommended) Open the account on AdminAccounts and publish the Domain authentication (DKIM) record for the domain of your Display Email.

    Replyco sends your replies on your behalf; with the record in place, strict mail providers such as Gmail and Microsoft accept them. See Accounts.

What happens next

Section titled “What happens next”

The account appears on AdminAccounts and starts to sync at once. Replyco checks OTTO for new orders every few minutes. Tickets arrive only after you have set up forwarding: Replyco checks the Replyco address for new emails every five minutes, and emails from before the forwarding are not imported. When an OTTO email names an order number, Replyco puts that order beside the ticket. When the next customer email arrives, check that a ticket appears in TicketsNot Resolved.

Replying to OTTO customers

Section titled “Replying to OTTO customers”
  • Every OTTO ticket can be answered. Select Respond and write as in any ticket; see Answer a ticket.
  • Your reply goes out by email from your Display Email, with your Send Name as, to the address the customer’s email came from. It is sent by email, not through OTTO’s interface.
  • Templates, attachments, translation and delayed sending work as for any email reply.

Options

Section titled “Options”
ChoiceWhen to pick itEffect
A Replyco address (Custom SMTP Configuration unticked)You can forward OTTO’s customer emails from your mailboxReplyco creates a mailbox for the account, shows its address to copy, and sends your replies through its own mail server.
Your own mailbox (Custom SMTP Configuration ticked)OTTO’s customer emails arrive in a mailbox you want Replyco to read directlyEnter the mailbox’s login and its IMAP or POP3 and SMTP servers. Replyco reads that mailbox and sends through your server. After OTTO sends you back, Replyco asks Set up Folders to Sync messages from instead of showing an address; This step is optional. You can do it later at any time. See Mailbox with IMAP and SMTP.

If something goes wrong

Section titled “If something goes wrong”
SymptomCheckFix
You must complete ALL FIELDS in order to save this account!Account Name or Display Email is empty.Fill in both; Send Name as is optional.
Email is invalidDisplay Email is not a complete address.Enter an address such as support@yourshop.com.
“Integration with this name already exists”Another OTTO account in Replyco has the same Account Name.Start again with a different name.
“You reached your current plan maximum integrations count. Contact support for more info.”Your plan has no free account; + Add Account is then also missing from the top bar.Delete an account you no longer use, or change your plan on AdminBilling.
“Bad authorization on Otto. It seems like Otto login or password is wrong. Error:” followed by OTTO’s textOTTO did not confirm Replyco’s access, for example because the app was not added to your seller account.Start again from + Add Account and add the Replyco app in OTTO’s partner portal.
“Authentication failed.”You ticked Custom SMTP Configuration and your mailbox refused the login.Check the mailbox’s login and servers, then start again.
Orders arrive but no ticketsAre OTTO’s customer emails forwarded to the Replyco address?Set up the forwarding with the address from the account’s details.
A notification says “Action required: please re-login your Otto integration.”OTTO changed how apps connect, and Replyco paused the account’s sync until you log in again.Open the account on AdminAccounts and select Re-login; the steps are the same as above.
The account shows BlockedOTTO no longer accepts Replyco’s access.Select Re-login in the account’s details; see Fix a blocked or silent account.
Section titled “Related”