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Release notes

Connect ChannelAdvisor

Connect ChannelAdvisor and Replyco finds the ChannelAdvisor order behind each ticket: the ChannelAdvisor order number appears in the ticket’s order panel, links to the order in ChannelAdvisor, and lets agents open the full order or refresh it, with its products, without leaving the conversation. ChannelAdvisor brings no messages of its own; it adds its order data to the tickets your marketplace, shop and mailbox accounts create. You connect it by signing in to ChannelAdvisor and approving Replyco’s access to your orders and inventory.

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 ChannelAdvisor login for the account you want to connect, allowed to grant an app access to orders and inventoryChannelAdvisor
Orders in ChannelAdvisor that carry the marketplace’s order number as the Site Order ID or the Secondary Site Order ID; Replyco finds orders by these two fieldsChannelAdvisor, the order’s details
Your marketplace and shop accounts connected in Replyco, so there are orders to matchAdminAccounts; see Add Account
A free account on your plan; ChannelAdvisor counts as oneAdminBilling; see Billing

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

Steps

Section titled “Steps”

  1. 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 ChannelAdvisor tile is highlighted; selecting it opens the dialog that connects ChannelAdvisor to Replyco by signing in to ChannelAdvisor. The group Social Media and Phone Accounts starts below.
    ChannelAdvisor 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 ChannelAdvisor connection dialog
    Also visible
    Mailbox Accounts: Gmail, Email, Outlook; Order Management System Accounts: Linnworks, ChannelAdvisor, Veeqo, Katana, Billbee, Brightpearl
    Purpose
    entry point for connecting ChannelAdvisor

  2. Select the ChannelAdvisor tile. The dialog Authorize Replyco to sync with ChannelAdvisor opens at AUTHORIZE. Select Authorize.

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

    The dialog "Authorize Replyco to sync with ChannelAdvisor", opened from the ChannelAdvisor tile, at its first step, AUTHORIZE, of two. It says the ChannelAdvisor account can be completed in a few easy steps, that you add a ChannelAdvisor account to sync orders, statuses and more, and that after Authorize you are redirected to ChannelAdvisor to log in. The Authorize button is highlighted; selecting it opens the ChannelAdvisor sign-in in a new browser tab. A Need help? link sits below it.
    Authorize opens ChannelAdvisor's own sign-in in a new tab; approve Replyco there.
    What this screenshot shows
    Screen
    Add Account (/integrations/add)
    Highlighted
    button “Authorize”, dialog, enabled. opens the ChannelAdvisor sign-in in a new tab
    Also visible
    step AUTHORIZE of 2; Authorize button; Need help? link
    Purpose
    start the ChannelAdvisor sign-in

  3. In the ChannelAdvisor tab, sign in, choose your client and select “Select Client”.

    ChannelAdvisor's "Select a client" page, which follows the sign-in in the tab that opened from Replyco. Under the heading, the signed-in user's email is shown in bold, then a drop-down list with the chosen client, your company in ChannelAdvisor, and a ticked "Remember this choice" checkbox. The blue "Select Client" button continues; "Log in as a different user" is below it. ChannelAdvisor's footer links sit at the bottom left.
    After signing in, choose your client and select "Select Client".
    What this screenshot shows
    Screen
    ()
    Highlighted
    “”, , .
    Also visible
    signed-in email; client drop-down; Remember this choice; Select Client; Log in as a different user
    Purpose

    Tick the ChannelAdvisor accounts Replyco should use and select “Grant Access” to approve Replyco’s access to your orders and inventory.

    ChannelAdvisor's "Grant Access" page for Replyco, under the ChannelAdvisor logo and your client's name. The account list is open, with "Search Accounts", "Select All" and "Clear", and one account with a UK flag ticked. Below, ChannelAdvisor shows Replyco's description as an eCommerce helpdesk that centralises customer messages in one inbox. The blue "Grant Access" button approves Replyco's access to the ticked accounts; "Select a different client" goes back.
    Tick your ChannelAdvisor accounts and select "Grant Access".
    What this screenshot shows
    Screen
    ()
    Highlighted
    “”, , .
    Also visible
    account list with Search Accounts, Select All, Clear; one account ticked; Grant Access; Select a different client
    Purpose

  4. ChannelAdvisor returns you to Replyco, which saves the account and shows Almost done... with Your ChannelAdvisor 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 ChannelAdvisor returns you to after you approve Replyco, /integrations/channeladvisor/success, with the dialog Almost done... A blue check mark stands above the line "Your ChannelAdvisor account is now ready.": Replyco has saved the account, named ChannelAdvisor. 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 ChannelAdvisor, Replyco saves the account; Finish takes you to the home page.
    What this screenshot shows
    Screen
    Almost done... (/integrations/channeladvisor/success)
    Highlighted
    button “Finish”, dialog-bottom, enabled. closes the dialog and opens the home page
    Also visible
    check mark; Your ChannelAdvisor 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 “ChannelAdvisor”; for what the list shows, see Accounts. From now on, Replyco asks ChannelAdvisor for the order whenever it saves an order from one of your marketplaces or shops, and whenever a ticket needs its order. It looks for a ChannelAdvisor order whose Site Order ID or Secondary Site Order ID is the marketplace’s order number, with any # removed; for a ticket without an order, it uses the order-like number in the subject. When exactly one order matches, Replyco adds the ChannelAdvisor order number and the order’s products.

When ChannelAdvisor knows the order, Order Details in the ticket shows ChannelAdvisor Order ID, a link to the order in ChannelAdvisor, and two more icons: Show full ChannelAdvisor Order and Sync Order from ChannelAdvisor. If you use more than one order management system, these actions are in the panel’s ⋮ menu. When a ticket’s order has no ChannelAdvisor number, the panel offers a field for the ChannelAdvisor order ID; type the number and select the save icon in the field. The placeholder #channelAdvisor_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 ChannelAdvisor and look for ChannelAdvisor 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 ChannelAdvisor stops accepting Replyco’s access, the account needs a new sign-in: open it on AdminAccounts and select Re-login, which opens ChannelAdvisor’s sign-in again for the same account.

Deleting the ChannelAdvisor 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
Replyco opens the home page and no ChannelAdvisor account appearsThe return page was opened without ChannelAdvisor’s approval, for example from a bookmark or after you declined.Start again from the ChannelAdvisor tile and approve Replyco in ChannelAdvisor.
Replyco refuses to save the accountIs a ChannelAdvisor account already on AdminAccounts?Use the existing account; a company connects one ChannelAdvisor 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 ChannelAdvisor numberIn ChannelAdvisor, is the marketplace’s order number the order’s Site Order ID or Secondary Site Order ID?Type the ChannelAdvisor order number into the ChannelAdvisor field of Order Details and select the save icon.
The ChannelAdvisor field shows Perform a relogin of the integration before searching for ordersChannelAdvisor no longer accepts Replyco’s access.Select Re-login on the account; see Fix a blocked or silent account.
Section titled “Related”