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Connect Brightpearl

Connect Brightpearl and Replyco finds the Brightpearl sales order behind each ticket: the Brightpearl order number appears in the ticket’s order panel and links to the order in Brightpearl, agents open or refresh the full order without leaving the conversation, and order notes travel both ways. Replyco also adds a note with a link to the ticket to the order in Brightpearl, so your Brightpearl users can jump to the conversation. Brightpearl brings no messages of its own. Connecting Brightpearl starts with Replyco support: they prepare the connection before you sign in to Brightpearl.

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
The pre-authorisation by Replyco support: send them the company email associated with your Brightpearl account and your Brightpearl company IDReplyco support; see Help and support
A Brightpearl login for the account you want to connect, allowed to approve appsBrightpearl
Sales orders in Brightpearl that carry the marketplace’s order number as their external reference; Replyco finds orders by their ID or external referenceBrightpearl, the sales order
Your marketplace and shop accounts connected in Replyco, so there are orders to matchAdminAccounts; see Add Account
A free account on your plan; Brightpearl counts as oneAdminBilling; see Billing

Availability: every plan. A company connects one Brightpearl account.

Steps

Section titled “Steps”

  1. Contact Replyco support with the company email associated with your Brightpearl account and your Brightpearl company ID, and wait until support confirms the pre-authorisation.

    Without this step the connection cannot be completed correctly.

  2. Select + Add Account in the top bar and scroll to Order Management System Accounts.

    The lower part of the Add Account page in Replyco, opened with + Add Account in the top bar. Under Mailbox Accounts (Gmail, Email, Outlook) comes the group Order Management System Accounts with six tiles: Linnworks, ChannelAdvisor, Veeqo, Katana, Billbee and Brightpearl. The Brightpearl tile is highlighted; selecting it opens the dialog that connects Brightpearl to Replyco by signing in to Brightpearl. The group Social Media and Phone Accounts starts below.
    Brightpearl is in the order management group of Add Account.
    What this screenshot shows
    Screen
    Add Account (/integrations/add)
    Highlighted
    button “”, oms-group, enabled. opens the Brightpearl connection dialog
    Also visible
    Mailbox Accounts: Gmail, Email, Outlook; Order Management System Accounts: Linnworks, ChannelAdvisor, Veeqo, Katana, Billbee, Brightpearl
    Purpose
    entry point for connecting Brightpearl

  3. Select the Brightpearl tile. The dialog Authorize Replyco to sync with Brightpearl opens at AUTHORIZE, with the reminder IMPORTANT: about the pre-authorisation. Select Authorize.

    Brightpearl’s sign-in opens in a new browser tab. The dialog in the tab you started from moves on to FINISH and shows Your Brightpearl account is now ready., but the account is saved only when Brightpearl sends you back, in the next steps.

    The dialog "Authorize Replyco to sync with Brightpearl" at its first step, AUTHORIZE. Below the usual text a red box starts with the highlighted heading IMPORTANT: and asks you to get in touch with Replyco's support team before integrating, with two items: the company email associated with the Brightpearl account, and the Brightpearl company ID. It adds that this pre-authorisation step is mandatory. The Authorize button and a Need help? link follow.
    Send support your Brightpearl company email and company ID before you select Authorize.
    What this screenshot shows
    Screen
    Add Account (/integrations/add)
    Highlighted
    “”, dialog-middle, shown. none
    Also visible
    IMPORTANT box: company email, Brightpearl company ID; Authorize button
    Purpose
    start the Brightpearl sign-in

  4. In the Brightpearl tab, sign in to Brightpearl: enter your Brightpearl account ID, select “Sign in” and complete Brightpearl’s sign-in.

    Brightpearl's sign-in page on a dark blue background, which opens in a new browser tab after you select Authorize in Replyco. Under the Brightpearl logo, the heading reads "Sign in to your account". The single field holds the Brightpearl account ID, with the link "Forgotten your Account ID?" below it. The orange "Sign in" button, with the pointer on it, continues to Brightpearl's login; "Or sign in to Brightpearl Training" is at the bottom.
    Enter your Brightpearl account ID and select "Sign in".
    What this screenshot shows
    Screen
    ()
    Highlighted
    “”, , .
    Also visible
    account ID field; Forgotten your Account ID?; Sign in; Or sign in to Brightpearl Training
    Purpose

    Brightpearl asks “Approve Access?”. Select “Approve” to give Replyco access to your Brightpearl account.

    Brightpearl's approval page on a dark blue background, shown after you sign in. Under the Brightpearl logo, it asks "Approve Access?" and states in large letters "Replyco is requesting access to your Brightpearl account", with Replyco in orange. The wide orange "Approve" button below it, with the pointer on it, grants the access; Brightpearl then sends you back to Replyco, which saves the account.
    Select "Approve" to give Replyco access to your Brightpearl account.
    What this screenshot shows
    Screen
    ()
    Highlighted
    “”, , .
    Also visible
    Approve Access?; Replyco is requesting access to your Brightpearl account; Approve
    Purpose

  5. Brightpearl returns you to Replyco, which shows Validating Brightpearl account... while it saves the account, then Almost done... with Your Brightpearl account is now ready.. Select Finish; Replyco opens the home page.

    Stay on the page until the dialog appears. Leaving while Replyco saves asks Are you sure you want to leave this page? You have some unsaved changes.

    The page Brightpearl returns you to after you approve Replyco, /integrations/brightpearl/success, with the dialog Almost done... A blue check mark stands above the line "Your Brightpearl account is now ready.": Replyco has saved the account, named Brightpearl. The Finish button at the bottom is highlighted; selecting it closes the dialog and opens the Replyco home page. The new account is listed under Admin, Accounts.
    Back from Brightpearl, Replyco saves the account; Finish takes you to the home page.
    What this screenshot shows
    Screen
    Almost done... (/integrations/brightpearl/success)
    Highlighted
    button “Finish”, dialog-bottom, enabled. closes the dialog and opens the home page
    Also visible
    check mark; Your Brightpearl account is now ready.
    Purpose
    the account is saved

What happens next

Section titled “What happens next”

The account appears on AdminAccounts with the name “Brightpearl”; for what the list shows, see Accounts. From now on, Replyco asks Brightpearl for the order whenever it saves an order from one of your marketplaces or shops, and whenever a ticket needs its order. It searches Brightpearl for a sales order whose ID or external reference is the marketplace’s order number, or the order-like number in the subject of a ticket that has no order yet. When exactly one order matches, Replyco adds the Brightpearl order number to the order.

When Brightpearl knows the order:

  • Order Details in the ticket shows Brightpearl Order ID, a link to the order in Brightpearl, and two more icons: Show full Brightpearl Order and Sync Order from Brightpearl. If you use more than one order management system, these actions are in the panel’s ⋮ menu.
  • Replyco adds a note to the order in Brightpearl: “Ticket in Replyco”, followed by the link to the ticket. It does so when the order is linked to a ticket, when a new message arrives on it and when the ticket is resolved or set back to unresolved, once per ticket.
  • Sync Notes with Brightpearl in the order’s notes copies notes written in Replyco to the order in Brightpearl and shows the notes Brightpearl has. With Auto-sync notes from order management systems on, opening the notes does the same; see Company Settings.

When a ticket’s order has no Brightpearl number, the panel offers a field for the Brightpearl order ID; type the number and select the save icon in the field. The placeholder #brightpearl_order_id# inserts the number into replies; see Snippets and placeholders.

To check it worked, open a ticket about a recent order that is in Brightpearl and look for Brightpearl Order ID. If the panel does not list the field, select the gear in Order Details and move it to Visible Fields. For the order panel, see The ticket screen.

If Brightpearl stops accepting Replyco’s access, the account needs a new sign-in: open it on AdminAccounts and select Re-login, which opens Brightpearl’s sign-in again for the same account.

Deleting the Brightpearl account removes only the connection. Tickets, orders and customers belong to your marketplace, shop and mailbox accounts, so they stay; the warning about tickets, orders and customers in the delete question applies to those accounts. To delete an account, see Accounts.

If something goes wrong

Section titled “If something goes wrong”
SymptomCheckFix
Brightpearl refuses to connect or Replyco does not save the accountDid Replyco support confirm the pre-authorisation for your Brightpearl company ID?Send support the company email and Brightpearl company ID, wait for their confirmation, then start again from the Brightpearl tile.
Replyco refuses to save the accountIs a Brightpearl account already on AdminAccounts?Use the existing account; a company connects one Brightpearl account.
“You reached your current plan maximum integrations count. Contact support for more info.”Your plan’s number of accounts is used up.See Add Account.
A ticket’s order shows no Brightpearl numberIn Brightpearl, is the marketplace’s order number the sales order’s external reference?Type the Brightpearl order number into the Brightpearl field of Order Details and select the save icon.
The Brightpearl field shows Perform a relogin of the integration before searching for ordersBrightpearl no longer accepts Replyco’s access.Select Re-login on the account; see Fix a blocked or silent account.
Section titled “Related”