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Connect Magento

Connect your Magento 2 store and the emails your customers send to your store’s support address arrive in Replyco as tickets; Replyco also imports your store’s orders, and your replies go back to the customer by email, from your own address. The connection has two parts: you give Replyco an access token of your store’s REST API, and you forward your store’s customer emails to an address Replyco creates for the account. Replyco only reads from your store: orders, products and customers.

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 free account on your planAdminBilling; see Billing
A Magento access token that can read orders, products and customers through the REST APIYour Magento admin
The address of your store, starting with https://Your store
The email address your customers write to, and access to its forwarding settingsYour email host
Access to your domain’s DNS, to authenticate the domain of your sender address (you can do this later)Your DNS provider or domain registrar

Availability: every plan includes Magento, with its orders. Companies on an older plan may not have order sync; see What each plan includes.

Create the access token in Magento

Section titled “Create the access token in Magento”

Replyco reads your store with the access token of an integration that you create in your Magento admin. Create it first and keep the token at hand for the form in Replyco.

  1. In your Magento admin, open Stores › Configuration › Services › OAuth › Consumer Settings, set Allow OAuth Access Tokens to be used as standalone Bearer tokens to Yes and save the configuration. Replyco sends the token to your store as a bearer token, so this option must be on.

  2. Open System › Integrations, under Extensions.

    The System menu of the Magento 2 admin, opened from SYSTEM in the dark left-hand bar, below Dashboard, Sales, Catalog, Customers, Marketing, Content, Reports and Stores. The menu groups its pages under Data Transfer, Extensions, Tools, Permissions, Action Logs and Other Settings. Under Extensions, Integrations is underlined in red; it opens the list of your store's integrations, where you add the one for Replyco.
    Integrations sits under Extensions in Magento's System menu.
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    Data Transfer; Extensions › Integrations, underlined; Tools; Permissions; Other Settings
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  3. Select Add New Integration. On the Integration Info tab, enter Replyco as the name, and enter the password of your admin user under Current User Identity Verification.

    The New Integration page in the Magento 2 admin, opened with Add New Integration, at the Integration Info tab of BASIC SETTINGS; an API tab sits below it. Under General, the required Name field, holding Replyco, is underlined in red, followed by the optional Email, Callback URL and Identity link URL. Under Current User Identity Verification, the required Your Password field asks for the password of the admin user you are signed in as. Back and Save are at the top right.
    Name the integration Replyco and confirm with your admin password.
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    Name, underlined; Email; Callback URL; Identity link URL; Your Password; API tab; Save button
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  4. Open the API tab and set Resource Access to All. Then go back to Integration Info and select Save.

    The API tab of the new integration in the Magento 2 admin. The Resource Access drop-down is open and shows its two choices, Custom, which is the current value, and All, which is outlined in red. Below the drop-down begins the Resources tree, used only when you pick individual resources. Choosing All gives the integration access to every resource of the store's API, so the token can read the orders, products and customers Replyco imports.
    Set Resource Access to All.
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    Resource Access drop-down, open; Custom; All, outlined; Resources
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  5. Back on System › Integrations, the new integration is listed as Inactive. Select Activate next to it.

    The Integrations page of the Magento 2 admin, reached again through System › Integrations, with Add New Integration at the top right and a search row above the table. The table has the columns Name, Status, Activate, Edit and Delete. The newly saved integration Replyco in the first row has the status Inactive, and a red arrow points to its Activate link. Integrations that are already active offer Reauthorize instead; the names of the other integrations are hidden.
    A saved integration starts inactive; select Activate next to it.
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    Add New Integration button; columns Name, Status, Activate, Edit, Delete; new integration: Inactive, Activate link
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  6. Magento lists the resources the integration asks for. Select Allow.

    The approval page that Magento shows after you select Activate. It says that the integration you selected asks you to approve access to the following, and an API tab lists the resources, starting with Dashboard and Analytics. The Allow button at the top right is under the pointer; selecting it approves the access and creates the integration's tokens.
    Approve the integration's access with Allow.
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    approval text; API tab with the resource tree; Allow button
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  7. Magento shows the integration’s tokens. Copy the access token, then select Done. Replyco needs only this token; you enter it as Token.

    The Integration Details that Magento shows once you allow access. They list four values: Consumer Key, Consumer Secret, Access Token and Access Token Secret. The Access Token row is underlined in red, and its field shows the placeholder text Unique Token Here instead of a real token. The access token is the only one of the four values Replyco needs; you paste it into the Token field of the Replyco form.
    Copy the access token; it is the token Replyco asks for.
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    Consumer Key; Consumer Secret; Access Token, underlined; Access Token Secret
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Steps

Section titled “Steps”

  1. Select + Add Account in the top bar.

    The Add Account page opens with one tile per marketplace and webstore. For every other channel, 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 Magento tile at the start of the second row is highlighted; selecting it opens the dialog Authorize Replyco to sync with Magento.
    Magento has its own tile among the marketplaces and webstores on the Add Account page.
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    Add Account (/integrations/add)
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    button “”, marketplace-tiles, enabled. opens the Magento connect dialog
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    marketplace and webstore tiles; Mailbox Accounts heading below
    Purpose
    start connecting Magento

  2. Select the Magento tile. The dialog opens at AUTHORIZE, which says that Replyco will not change or delete your Magento orders, products or customers, and that you enter the account’s details next. Select Authorize to move on to INFO.

  3. Fill in the form, then select Authorize:

    • Account Name: a name your team recognises, for example your store and the channel. It labels every ticket from this account.
    • Token: the access token; see Create the access token in Magento.
    • API URL: the address of your store, such as https://northwind-electronics.example.com, without a path at the end. Replyco adds the path of the REST API, /rest/V1/, itself.
    • Display Email: the address your customers see on your replies, usually your store’s support address.
    • Send Name as (optional): the name your replies are sent as.

    Replyco checks the token and the address with your store before it saves: it reads one order through the REST API. If your store refuses, Replyco shows your store’s answer and does not save the account.

    Leave Custom SMTP Configuration unticked to send replies through Replyco’s mail server; the choice is explained under Options.

    The dialog Authorize Replyco to sync with Magento at its second step, INFO, out of five steps; the first step, AUTHORIZE, shows a tick. Account Name is filled in with Northwind Electronics Magento, Token with a fictional access token, API URL with https://northwind-electronics.example.com, Display Email with support@northwind-electronics.example.com and Send Name as with Northwind Electronics; the Custom SMTP Configuration check box is unticked. The Authorize button is highlighted; selecting it saves the Magento account.
    Enter the integration access token, the address of your store and the address your replies are sent from.
    What this screenshot shows
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    Authorize Replyco to sync with {{name}} (/integrations/add)
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    button “Authorize”, dialog-bottom, enabled. saves the Magento account
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    Account Name: Northwind Electronics Magento; Token filled; API URL: https://northwind-electronics.example.com; Display Email: support@northwind-electronics.example.com; Send Name as: Northwind Electronics; Custom SMTP Configuration unticked
    Purpose
    enter the Magento credentials, store address and sender details

  4. Replyco saves the account, confirms with Account successfully saved. and moves to EMAIL. Select Copy Email Address, then Continue.

    In your email host, forward the emails that reach your customer address to the copied address. Only forwarded emails become tickets. You can copy the address again at any time from the account’s details under Setup Email Forwarding:.

    The dialog Authorize Replyco to sync with Magento at its third step, EMAIL, after the 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 Magento account. The Continue button below it moves on once the address is copied.
    Copy the Replyco address; your store's customer emails must be forwarded to it before any ticket arrives.
    What this screenshot shows
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    Authorize Replyco to sync with {{name}} (/integrations/add)
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    button “Copy Email Address”, dialog, enabled. copies the account's Replyco forwarding address
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    step EMAIL; Set Up Email Forwarding; Continue button
    Purpose
    copy the address the store's customer emails must be forwarded to

  5. At DOMAIN AUTH, Replyco shows a DKIM record for the domain of your Display Email. Add it as a TXT record at your DNS provider and select Verify DNS, or select Skip and confirm with Skip anyway to do it later.

    DNS changes can take a few hours to take effect, so you can continue and verify later in the account’s Email settings. For an address on a public mailbox domain, such as gmail.com, domain authentication is not available and the step only offers Continue. See Mailbox by forwarding for what the record does.

    The dialog Authorize Replyco to sync with Magento at its fourth step, DOMAIN AUTH, headed Domain authentication (DKIM). It explains that Replyco sends your outgoing mail on your behalf and that strict recipients such as Gmail and Microsoft may reject or flag it without DKIM; Deliverability shows Limited. The DKIM record lists Type TXT, Host / Name rco1._domainkey.northwind-electronics.example.com and a long Value, each with a copy icon, followed by four How to add it steps. The Verify DNS button is highlighted; Skip sits beside it.
    Publish the DKIM record for the domain of your Display Email, or skip the step and set it up later.
    What this screenshot shows
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    Authorize Replyco to sync with {{name}} (/integrations/add)
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    button “Verify DNS”, dialog-bottom, enabled. checks whether the DKIM record is published
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    step DOMAIN AUTH; Deliverability: Limited; DKIM record: Type TXT, Host / Name, Value with copy icons; How to add it steps; Skip button
    Purpose
    authenticate the sending domain so replies pass DMARC

  6. The dialog shows Your account was saved successfully.. Select Finish.

What happens next

Section titled “What happens next”

The account appears on AdminAccounts; to check how its sync is going, see Accounts. Every email your email host forwards to the Replyco address becomes a ticket; Replyco checks the address for new mail about every five minutes, and emails from before you set up forwarding are not imported. To check that it works, send a test email to your store’s support address and wait for the ticket in TicketsNot Resolved. To reply to it, see Answer a ticket.

Replyco imports the orders created in your store since the day before, with the products in them, then checks for new orders every few minutes. They appear in ToolsOrders; see Orders. When a message arrives, Replyco takes the digits in its subject as an order number and shows that order beside the ticket: a subject such as Your order #000000123 brings up order 000000123.

Your replies go out by email from the Display Email address, with the Send Name as name, through Replyco’s mail server. Once the DKIM record is verified, Replyco signs them for your domain, so strict recipients such as Gmail and Microsoft accept them.

Options

Section titled “Options”
ChoiceWhen to pick itEffect
Custom SMTP Configuration unticked (the default)You forward your store’s emails to ReplycoReplyco creates the forwarding address and sends your replies through its own mail server
Custom SMTP Configuration tickedReplyco should read and send through your own mailboxYou enter your mailbox’s IMAP and SMTP settings in the form, and Replyco reads and sends through that mailbox. 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!Every field except Send Name as is required.Fill in the empty field and select Authorize again.
The address must start with "http".API URL must be a full address.Enter your store’s address with https:// at the start.
Email is invalidDisplay Email must be a complete email address.Enter the full address, for example your store’s support address.
An error message from your store when you select AuthorizeYour store refused the token or could not be reached at the API URL.Check that the token can read orders, that your store allows OAuth access tokens as standalone bearer tokens, and that the address opens your store; see Create the access token in Magento. Then select Authorize again.
“Shop already exist”A Magento account with this API URL is already connected.Use the existing account on AdminAccounts.
“Integration with this name already exists”Another Magento account in Replyco has the same Account Name.Choose a different account name.
“You reached your current plan maximum integrations count. Contact support for more info.”Your plan’s number of accounts is used up.Delete an account you no longer use, or change your plan on AdminBilling.
Click the copy icon and save the e-mail address before you proceed.Continue works only after you have copied the address.Select Copy Email Address, then Continue.
The account is connected, but no tickets arriveDoes your email host forward the store’s customer emails to the Replyco address?Set up the forwarding again with the address from the account’s details; see Fix a blocked or silent account.
Last Orders Sync shows Marketplace data sync is Temporarily Blocked.Open the account and read the reason after Blocking reason:: your store refuses the token, or a website firewall or cookie check on your site blocks Replyco’s requests. Messages still arrive; only the orders stop.Enter a valid token with Edit in the account’s details, and let Replyco’s requests to your store’s REST API through the firewall; see Accounts.
Section titled “Related”