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Release notes

Connect Katana

Connect Katana and Replyco finds the Katana sales order behind each ticket: the Katana order number appears in the ticket’s order panel, links to the sales order in Katana, and lets agents open the full order or refresh it without leaving the conversation. Katana 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 Katana and approving Replyco there.

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 Katana login for the Katana account you want to connect, allowed to approve appsKatana
Sales orders in Katana that carry the shop’s order number as their order number or ecommerce order ID; Replyco finds orders by these two fieldsKatana, 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; Katana counts as oneAdminBilling; see Billing

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

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

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

    The dialog "Authorize Replyco to sync with Katana", opened from the Katana tile, at its first step, AUTHORIZE, of two. It says the Katana account can be completed in a few easy steps, that you add a Katana account to sync orders, statuses and more, and that after Authorize you are redirected to Katana to log in. The Authorize button is highlighted; selecting it opens the Katana sign-in in a new browser tab. A Need help? link sits below it.
    Authorize opens Katana'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 Katana sign-in in a new tab
    Also visible
    step AUTHORIZE of 2; Authorize button; Need help? link
    Purpose
    start the Katana sign-in

  3. In the Katana tab, sign in to Katana: type the email and password of your Katana login and select “LOG IN”. Then approve Replyco’s access to your Katana account.

    Katana's "Log in to continue" window, which opens in a new browser tab after you select Authorize in Replyco. Under the Katana logo, the orange "Sign in with Xero" button comes first, then "or" and two empty fields: the email address, with the placeholder yours@example.com, and "your password". The wide blue "LOG IN" button at the bottom signs you in with the email and password of your Katana login.
    Enter the email and password of your Katana login and select "LOG IN".
    What this screenshot shows
    Screen
    ()
    Highlighted
    “”, , .
    Also visible
    Sign in with Xero; email field; password field; LOG IN
    Purpose

  4. Katana returns you to Replyco, which saves the account and shows Almost done... with Your Katana 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 Katana returns you to after you approve Replyco, /integrations/katana/success, with the dialog Almost done... A blue check mark stands above the line "Your Katana account is now ready.": Replyco has saved the account, named Katana. 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 Katana, Replyco saves the account; Finish takes you to the home page.
    What this screenshot shows
    Screen
    Almost done... (/integrations/katana/success)
    Highlighted
    button “Finish”, dialog-bottom, enabled. closes the dialog and opens the home page
    Also visible
    check mark; Your Katana 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 “Katana”; for what the list shows, see Accounts. From now on, Replyco asks Katana 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 Katana sales order whose order number is that number, then for one whose ecommerce order ID is that number; for a ticket without an order, it uses the order-like number in the subject. When exactly one order matches, Replyco adds the Katana order number to the order.

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

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