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Connect WooCommerce

Connect your WooCommerce 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 a REST API key of your store, and you forward your store’s customer emails to an address Replyco creates for the account. Replyco only reads from your store through the WooCommerce REST API: orders, the products in them 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 WooCommerce REST API key (Consumer Key and Consumer Secret) that can read orders, products and customersYour WooCommerce 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 WooCommerce, with its orders. Companies on an older plan may not have order sync; see What each plan includes.

Create the REST API key in WooCommerce

Section titled “Create the REST API key in WooCommerce”

Replyco reads your store with a REST API key that you create in your WordPress admin. Create it first and keep both parts at hand for the form in Replyco.

  1. Open your WordPress admin by adding /wp-admin to your store’s address, and sign in. In the menu, point to WooCommerce and select Settings.

    The WordPress admin dashboard of a store, opened by adding wp-admin to the end of the website's address. The left-hand menu lists Dashboard, Posts, Media, Pages, Comments, WooCommerce, Products, Analytics, Marketing, Appearance, Plugins, Users and Tools. WooCommerce is outlined in red and its sub-menu is open: Home, Orders, Customers, Coupons, Reports, Settings, Status and Extensions. The pointer is on Settings, also outlined in red, which opens the WooCommerce settings with the Advanced tab.
    In the WordPress admin, open WooCommerce › Settings.
    What this screenshot shows
    Screen
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    “”, , .
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    WooCommerce menu, outlined; WooCommerce sub-menu; Settings, outlined
    Purpose

  2. Select the Advanced tab, then REST API, and add a new key. Under Key details, enter a description you will recognise, such as Replyco, choose the WordPress user the key belongs to, usually the site’s administrator, and leave Permissions at Read. Select Generate API key.

    The Key details form for a new REST API key in the WooCommerce settings, under the Advanced tab and its REST API section. Description holds Replyco WooCommerce Key, a name for your own reference. User is an empty drop-down for choosing the WordPress user the key belongs to, usually the site's administrator. Permissions is set to Read. The Generate API key button below the form is outlined in red.
    A key with Read permission is all Replyco needs.
    What this screenshot shows
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    Description: Replyco WooCommerce Key; User drop-down; Permissions: Read; Generate API key button
    Purpose

  3. WooCommerce shows the new consumer key and consumer secret. Copy both now: WooCommerce hides the secret once you leave the page, and you then have to create a new key.

    The WooCommerce settings at the Advanced tab, with the tabs General, Products, Shipping, Payments, Accounts & Privacy, Emails, Integration and Advanced, and the REST API section selected. A green notice reads "API Key generated successfully. Make sure to copy your new keys now as the secret key will be hidden once you leave this page." Below it, Consumer key and Consumer secret each have a Copy button; their values are blacked out. A QR code, blurred because it holds the same keys, and a Revoke key link follow.
    Copy both keys before you leave the page; WooCommerce hides the secret afterwards.
    What this screenshot shows
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    success notice; Consumer key with Copy button; Consumer secret with Copy button; QR code, blurred; Revoke key link
    Purpose

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 WooCommerce tile in the first row is highlighted; selecting it opens the dialog Authorize Replyco to sync with WooCommerce.
    WooCommerce has its own tile among the marketplaces and webstores on the Add Account page.
    What this screenshot shows
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    Add Account (/integrations/add)
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    button “”, marketplace-tiles, enabled. opens the WooCommerce connect dialog
    Also visible
    marketplace and webstore tiles; Mailbox Accounts heading below
    Purpose
    start connecting WooCommerce

  2. Select the WooCommerce tile. The dialog opens at AUTHORIZE, which says that Replyco will not change or delete your WooCommerce 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.
    • Consumer Key and Consumer Secret: the two parts of your REST API key; see Create the REST API key in WooCommerce.
    • Store 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 WooCommerce REST API 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.

    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 WooCommerce at its second step, INFO, out of five steps; the first step, AUTHORIZE, shows a tick. Account Name is filled in with Northwind Electronics WooCommerce, Consumer Key and Consumer Secret with a fictional key pair starting ck_ and cs_, Store 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 WooCommerce account.
    Enter the REST API key pair, 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 WooCommerce account
    Also visible
    Account Name: Northwind Electronics WooCommerce; Consumer Key and Consumer Secret filled; Store 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 WooCommerce keys, 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 WooCommerce 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 WooCommerce 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
    Also visible
    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 WooCommerce 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
    Screen
    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
    Also visible
    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 placed in your store in the last two days, with the products in them, then checks for new orders every few minutes. They appear in ToolsOrders; see Orders.

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".Store URL must be a full address.Enter the address with https:// in front.
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 WooCommerce account with this Store URL is already connected.Use the existing account on AdminAccounts.
“Integration with this name already exists”Another WooCommerce 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:. Replyco stops importing orders when your store keeps refusing the key or cannot be reached at the Store URL. Messages still arrive; only the orders stop.Check the key’s read access in WooCommerce, or create a new key, then select Re-login in the account’s details and enter the key and the store address; see Accounts.
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