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Connect Shopline

Connect your Shopline store and the emails your customers send to your store’s support address arrive in Replyco as tickets, with the customer’s Shopline order beside them; the replies you send from Replyco go back to the customer by email, from your own address. The connection has two parts: you approve Replyco in your Shopline store admin, and you forward your store’s customer emails to an address Replyco creates for the account. Replyco only reads from your store: it asks for read access to orders, pages, customers, inventory and products. On the Add Account page, the tile is labelled Shopline.

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 Shopline admin login that can approve apps for the storeYour Shopline store admin
The address of your Shopline store, such as https://<your-store>.myshopline.comYour Shopline store admin
The email address your customers write to, and access to its forwarding settingsYour email host

Availability: every plan includes Shopline, with its 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 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 alone in the third row. The Shopline tile is highlighted; selecting it opens the dialog Authorize Replyco to sync with Shopline.
    Shopline has its own tile, labelled Shopline, at the end of the marketplaces and webstores.
    What this screenshot shows
    Screen
    Add Account (/integrations/add)
    Highlighted
    button “”, marketplace-tiles, enabled. opens the Shopline connect dialog
    Also visible
    marketplace and webstore tiles; Mailbox Accounts heading below
    Purpose
    start connecting Shopline

  2. Select the Shopline tile. The dialog opens at its first step, INFO. Fill in the form:

    • Account Name: a name your team recognises, for example your store and the channel. It labels every ticket from this account.
    • Shop URL: the address of your store, starting with https:// and without a slash at the end. Replyco opens the authorisation page of your store admin at this address.
    • 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.

    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 Shopline at its first step, INFO, out of three steps. Account Name is filled in with Northwind Electronics Shopline, Shop URL with https://northwind-electronics.example.com, Display Email with support@northwind-electronics.example.com and Send Name as with Northwind Electronics; Shop URL and Display Email each have an information icon, and the Custom SMTP Configuration check box is unticked. The Authorize button is highlighted; selecting it saves the account and prepares the Shopline authorisation.
    Enter the address of your Shopline store and the address your replies are sent from.
    What this screenshot shows
    Screen
    Authorize Replyco to sync with {{name}} (/integrations/add)
    Highlighted
    button “Authorize”, dialog-bottom, enabled. saves the account and moves to the AUTHORIZE step
    Also visible
    step INFO of three; Account Name: Northwind Electronics Shopline; Shop 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 Shopline store address and sender details

  3. Select Authorize. Replyco saves the account and moves to AUTHORIZE; select Authorize again.

    Your Shopline store admin opens in a new browser tab at the authorisation page. Finish the approval in the same browser: Replyco keeps the sign-in state in this browser until Shopline returns you. The Replyco tab moves on to FINISH.

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

  4. In Shopline, approve Replyco’s access. Sign in to your Shopline store if you are asked to. Shopline shows You are about to install Replyco Helpdesk, with the read access the app asks for: products, orders, customers, inventory and pages. Select Authorize and install.

    The Shopline page "You are about to install Replyco Helpdesk", which your Shopline store admin shows in the new tab once you are signed in. Your shop and Replyco Helpdesk appear side by side with their logos. Shopline lists the actions the app may perform with your shop data, each with a short description: Read products, Read orders, Read customers, Read inventory and Read page. Cancel is at the bottom left and the Authorize and install button at the bottom right.
    Replyco only asks Shopline for read access; select Authorize and install.
    What this screenshot shows
    Screen
    ()
    Highlighted
    “”, , .
    Also visible
    your shop and Replyco Helpdesk; Read products; Read orders; Read customers; Read inventory; Read page; Cancel and Authorize and install buttons
    Purpose

    Shopline returns you to Replyco, which completes the connection and shows Almost done....

  5. Select Copy Email Address. In your email host, forward the emails that reach your customer address to the copied address, and save. Then select Continue.

    Continue works once you have copied the address. Replyco confirms with Account successfully saved. and takes you back to the start screen. 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 when Shopline returns you after the approval. 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 Shopline account. The Continue button below it finishes the setup 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
    Screen
    Almost done... (/integrations/shopline/success)
    Highlighted
    button “Copy Email Address”, dialog, enabled. copies the account's Replyco forwarding address
    Also visible
    Set Up Email Forwarding; Continue button
    Purpose
    copy the address the store's customer emails must be forwarded to

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 your store’s recent orders, then checks for new orders every few minutes; they appear in ToolsOrders (see Orders). When a message arrives, Replyco looks for the customer’s order: among the orders Shopline holds for the sender’s email address, the one whose number is in the subject or the text, or else an order whose number is in the subject. The order it finds shows beside the ticket.

Your replies go out by email from the Display Email address, with the Send Name as name. So that strict recipients such as Gmail and Microsoft accept them, authenticate your domain with DKIM in the account’s Email settings; see Mailbox by forwarding.

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, sends your replies through its own mail server, and shows the forwarding step after the approval
Custom SMTP Configuration tickedReplyco should read and send through your own mailboxYou enter your mailbox’s IMAP and SMTP settings in the first step; after the approval, Replyco asks which mail folders to sync instead of showing the forwarding step. 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".Shop URL must be a full address.Enter the address with https:// at the start.
Store URL shouldn't end with /The address in Shop URL ends with a slash.Remove the slash at the end and select Authorize again.
Email is invalidDisplay Email must be a complete email address.Enter the full address, for example your store’s support address.
“Shop already exist”A Shopline account with this Shop URL is already connected.Use the existing account on AdminAccounts.
“Integration with this name already exists”Another Shopline account in Replyco has the same Account Name.Choose a different account name.
Last Orders Sync shows Marketplace data sync is Temporarily Blocked. with the reason “Finish authorization integration in the store or make Re-login to unlock”The approval in your Shopline store admin was not finished, so Replyco has no access to the store yet.Open the account, select Re-login and approve Replyco in Shopline; see Accounts.
The account is connected, but no tickets arriveDoes your email host forward the store’s customer emails to the Replyco address? The address is in the account’s details under Setup Email Forwarding:.Set up the forwarding again with that address; see Fix a blocked or silent account.
Section titled “Related”