Users

Q: How do I add a colleague?

Open Admin›Users, select Invite User, fill in name, last name and e-mail, choose a role and select Send Invitation, then Yes. Replyco e-mails the invitation and shows a registration link you can copy. For the whole procedure, see Invite users and set what they can do.

For: Account owners and administratorsRequires: The Admin permission; user permissions and roles are part of every current planScreenshots show sample data

AdminUsers is where administrators manage the people who work in Replyco: everyone your company has invited, their status, and what each person may see and do. Owners and administrators use it to invite a new colleague, give them a role, narrow their access to some ticket lists, labels or accounts, and block or remove someone who has left. To prepare a whole team at once, see Set up Replyco for your team; for the invitation step by step, see Invite users and set what they can do.

Availability: the Users screen is in the Admin menu for users with the Admin permission. Every plan includes user roles and the Access Rights tab, and during a trial every feature is on. Companies on an older plan may not have them; see What each plan includes. What each permission opens across Replyco is explained in User permissions and roles.

What you can do here

See everyone who uses Replyco. The list shows every user of your company with their status, Active, Blocked or Not Activated, and a red A for administrators. Find a user and read their status
Invite a colleague. Enter a name and e-mail address and pick a role; Replyco e-mails an invitation and gives you a registration link to copy. Invite a colleague · Invite users and set what they can do
Send an invitation again. A colleague who has not registered yet keeps their registration link, which you can copy again at any time. Send an invitation again
Keep details up to date. Change a user’s name, e-mail address, mobile number, the language Replyco translates messages into for them and how messages open. Change a user’s details · Translations
Give a ready-made role. Admin, Moderator and User set a user’s permissions, ticket lists and dashboards in one step. Change a user’s role · User permissions and roles
Decide exactly what each person sees. Access Rights sets, per user, the areas they may view or edit, their ticket lists, dashboards, labels, Smart Filters, live chat widgets and accounts. Set what a user can see and do · Labels · Manage Smart Filters
Stop someone from signing in. Blocking ends their sessions at once and keeps the user; unblocking lets them back in. Block or unblock a user
Remove a user. Deleting takes the user off the list for good. Delete a user

The screen at a glance

The Users screen under Admin in Replyco. A table with the columns Full Name and Status lists the seven users of Northwind Electronics: Chloe Osborne (Blocked), Simon Wagner, Laura Graf, Theo Rowe, Joseph Walker and Henry Clarke (all Active) and Isla Walker (Not Activated). A red letter A after a name marks a user with the Admin permission and Edit rights; Theo Rowe and Joseph Walker have none. Page buttons PREV, 1 and NEXT sit below the table. At the top right the blue Invite User button is highlighted; it opens the form for inviting a colleague. — Every user of your company with their status; the red A marks administrators, and Invite User adds a colleague.

Region	What it shows	What you do there
Title bar	Users and, at the right, Invite User	Invite a colleague
The list	One row per user: Full Name with a red A for administrators, and Status	Select a row to open the user’s details
Page buttons, below the list	Ten users per page, with buttons for the previous and next page	Move between pages
Details, right of the list	Appears when you select a user: the tabs Information and Access Rights	Change the user, block or delete them, set their access

Find a user and read their status

The list shows every user of your company, ten per page, with their full name and status. Select a row to open that user’s details next to the list; select Cancel in the details to close them again.

Status	Meaning
Active	The user has registered and can sign in
Not Activated	The user was invited but has not finished registration yet
Blocked	An administrator blocked the user; they cannot sign in

A red A after a name marks a user with the Admin permission and Edit rights; hover it and it reads Admin. In the example above, Theo Rowe and Joseph Walker work without administrator rights, and Isla Walker has been invited but has not registered yet.

A user without a full name is listed by their e-mail address.

Invite a colleague

Every person who works in Replyco needs their own user. You invite them from this screen, and they finish their registration from the e-mail.

Select Invite User at the top right of AdminUsers.

The form Invite User opens.
Fill in Name, Last Name and Email. Mobile is optional.
Check Message language, English unless you change it, and Default Message View, which starts on HTML.
Choose the User Role: Admin, Moderator or User. User is preselected.

Name, last name and e-mail are required; the role decides what the new colleague can open from the start.
What this screenshot shows
Screen
Invite User (/users)
Highlighted
button “Send Invitation”, dialog-footer, enabled. asks for confirmation
Also visible
Name Maya, Last Name Collins, Email maya.collins@example.com; Message language English; User Role User; Default Message View HTML
Purpose
invite a colleague
Select Send Invitation, then Yes in the question that appears.

Replyco creates the user, e-mails the invitation and shows the registration link, which you can copy with Copy. The new colleague appears in the list with the status Not Activated.

The invitation is on its way; Copy gives you the registration link to send yourself, for example in a chat.
What this screenshot shows
Screen
Invite User (/users)
Highlighted
“”, dialog-body, enabled. copies the registration link
Also visible
the confirmation text about the sent invitation; Copy box; OK button
Purpose
the result of an invitation

The e-mail, sent from Replyco with the subject Invite to Replyco, tells the colleague that you invited them and contains a button to get started. It opens the invitation variant of the sign-in screen, where they create their password and set up two-factor authentication, which is mandatory for every new user; see Sign in and Two-factor authentication. Once they have registered, their status changes to Active.

A new user starts with every label, Replyco’s default Smart Filters and every connected account, and with the permissions, ticket lists and dashboards of their role. Adjust that right away on their Access Rights tab if they should see less; see Set what a user can see and do.

Replyco refuses the invitation when a field is empty (All fields required.), when the e-mail address is not valid (User Email is invalid.) and when it is a disposable address (“Email address is disabled!”). An e-mail address can belong to only one Replyco user, in any company, so a colleague who once signed up on their own with the same address cannot be invited with it.

Send an invitation again

A colleague whose status is Not Activated still has their registration link. Select them in the list: next to Status, Copy invite link copies the link, and you can send it to them in a chat or an e-mail of your own.

The Users screen with Isla Walker selected; her row in the list shows the status Not Activated. On the Information tab to the right, her details show Name Isla, Last Name Walker, Email isla.walker@example.com and the role Custom. Next to Status Not Activated, the link Copy invite link with a copy icon is highlighted; it copies her registration link again. At the bottom there is a Delete button but no Block User button, and Cancel and Save on the right. — Until an invited colleague registers, their status is Not Activated and you can copy their invite link again.

For example, Isla Walker cannot find the invitation. Select her row, select Copy invite link and paste the link into a message to her; she registers from it as from the e-mail. The link disappears once she has registered.

Change a user’s details

Select the user and stay on the Information tab. Change what you need and select Save; Replyco saves the details, closes them and confirms with Success. Cancel closes the details without saving.

The Users screen with Theo Rowe selected. The details open to the right of the list on the Information tab, next to the Access Rights tab. The fields show Name Theo, Last Name Rowe, an empty Mobile, Email theo.rowe@example.com and Message language English. The label User Role is highlighted; its drop-down shows Moderator, with an information icon beside it. Default Message View is set to Text, and Status shows Active. At the bottom are the red-outlined Delete and Block User buttons on the left and Cancel and Save on the right. — Select a user to change their details and role; Save applies the role's permissions, ticket lists and dashboards.

Field	What it holds
Name and Last Name	The name shown to colleagues, for example as the assignee of a ticket. A new name also replaces the old one on the user’s tickets
Mobile	A phone number for your records; optional
Email	The address the user signs in with; required and checked for a valid format
Message language	The language Replyco translates a customer’s message into when this user selects the translate icon in a ticket; see Translations
User Role	The user’s role; see Change a user’s role
Default Message View	Whether messages open as HTML or as Text for this user
Status	Active, Blocked or Not Activated; read only

Each user can change their own language and message view later in their Account Settings.

Change a user’s role

A role is a ready-made set of access: permissions, ticket lists and dashboards. Pick it under User Role on the Information tab and select Save. The information icon beside the drop-down sums up the three roles in Replyco’s own words:

The Information tab of Theo Rowe on the Users screen, with the pointer on the information icon after the User Role drop-down. The highlighted icon has opened its tooltip, which covers the drop-down and explains the three roles: User has full access to Tickets and Labels and limited access to Tools (only Customers, Orders and Products), Dashboard (Overview) and Main (Global Search); Moderator has a limitation only in Main (Cases, Feedback, Chats and Global Search available); Admin has full access rights. — The icon beside User Role sums up what each role can open.

Role	What it gives, as the product describes it	Suits
User	Full access to tickets and labels; of the tools only customers, orders and products; of the dashboards only Overview; of the main areas only the global search	Agents who answer customers
Moderator	Limited only in the main areas, where cases, feedback, chats and the global search are available	Team leads who also run tools and automation
Admin	Full access rights, including the Admin menu	Owners and administrators

Admin and Moderator leave out the Chats dashboard by design. For anyone who should see the chat figures, tick it under Dashboard on Access Rights.

Saving a role replaces the user’s permissions, ticket lists and dashboards with the role’s set. Their labels, Smart Filters, live chat widgets and accounts stay as they are. When a user’s access matches none of the three roles, for example after you changed one box on Access Rights, the drop-down shows Custom; you cannot pick Custom, it only tells you the access was adjusted by hand.

Example: Theo Rowe leads the Northwind returns team. Give him Moderator, save, and then open Access Rights to check the details.

Set what a user can see and do

The Access Rights tab of a user holds ten sections. Select a section’s title to open it, tick or clear boxes, then select Save at the bottom. Replyco saves only the sections you changed and confirms with Permissions have been updated. What each permission opens across Replyco, menu by menu, is in User permissions and roles.

Open AdminUsers and select the user.
Select the Access Rights tab.
Open a section, for example Main, and tick what the user may do.

Access Rights sets, per user, which areas they may view or edit; Edit always includes View.
What this screenshot shows
Screen
Access Rights (/users)
Highlighted
“”, access-rights-main, expanded. shows the Main permissions with View and Edit
Also visible
Admin, Billing, Cases, Feedback, Chats, Global Search, Calls with View and Edit ticked; the other nine sections collapsed
Purpose
set what a user may open and change
Open the other sections you need, such as Tickets for the ticket lists or Tickets Accounts for the accounts.
Select Save.

The colleague sees the change in their menu the next time Replyco loads for them, for example after they reload the page.

Section	What you tick	Effect
Main	View and Edit for Admin, Billing, Cases, Feedback, Chats, Global Search and Calls	Which main areas appear in the user’s menu, and whether they may change things there
Tools	View and Edit for Customers, Orders, Automation, Labels, Shipping Labels, Custom Fields, Smart Filters, Fallbacks and Custom Shipping Links	Which tools the user may open or edit
Chat Tools	View and Edit for Automation, Widgets and Transcripts	Which chat tools the user may open or edit
Labels	Each label, plus No Label	Which labels and their tickets the user sees; No Label shows tickets that carry no label. See Labels
Tickets	Each ticket list	Which lists appear under Tickets; My Tickets is always included. See Ticket lists
Dashboard	Each dashboard	Which dashboards appear under Dashboard. See How the dashboards count
Smart Filters	Each Smart Filter	Which of the Smart Filters the user sees. See Manage Smart Filters
Live Chat	Each live chat widget	The widgets whose chats the user is responsible for: the existing ones as soon as you save and every new one; clearing a widget takes the user off its chats again. See Live chat widget
Tickets Accounts	Each account that brings in tickets	Only the tickets of ticked accounts appear for the user. See Accounts
Chat Accounts	Each chat account	For each ticked account, the user becomes responsible for its chats, the existing ones as soon as you save and every new one, which then appear for them under Open. Clearing the account takes them off those chats again; chats assigned to them still appear. See User permissions and roles

Edit includes View. Ticking Edit ticks View too and locks it; clear Edit first to leave a permission at View, then clear View to take it away. The sections from Labels down have one View box per item and the links Select all and Deselect all.

The Access Rights tab of Simon Wagner with the Tickets section expanded and highlighted. Above its table are the links Select all and Deselect all. The table has the columns Name and View and lists the ticket lists Not Resolved, Unassigned, Resolved, All Tickets, Blocked, Snoozed, Archive, Delayed and Starred, each with View ticked. My Tickets is not listed because every user always has it. The sections Main to Labels are collapsed above, Dashboard and Smart Filters below. — Tick the ticket lists a user sees in the sidebar; My Tickets is always included.

The Access Rights tab of Simon Wagner with the Tickets Accounts section expanded and highlighted, below the collapsed sections from Main to Live Chat. The table lists the accounts that bring in tickets, each with a View box: Northwind Electronics UK (ticked), northwind-electronics (ticked), Northwind Store (clear), support@northwind-electronics.example.com (ticked) and NorthwindHome (clear). Chat Accounts is collapsed below, followed by the Cancel and Save buttons. — A user sees only the tickets of the accounts ticked here; chat accounts have their own section.

Example: Simon Wagner handles only marketplace customers. On his Tickets Accounts, tick Northwind Electronics UK, northwind-electronics and the support mailbox and clear Northwind Store and NorthwindHome; after he reloads Replyco, the Shopify and Etsy tickets no longer appear in his lists.

Block or unblock a user

Block a user when they should stop working in Replyco but you want to keep them, for example during a long absence. Select the user and select Block User at the bottom of the Information tab. Replyco ends every session of that user at once, sets the status to Blocked and closes the details. A blocked user cannot sign in; see Sign in.

To let them back in, select the user and select Unblock User; the status returns to Active. Neither action asks for confirmation.

You cannot block yourself, and a user who has not registered yet has no Block User button; delete them instead if they should not join.

Delete a user

Select the user and select Delete at the bottom left of the Information tab. Replyco asks Are you sure you want to delete this user? Select Yes to delete the user, or No to keep them.

The Information tab of Joseph Walker on the Users screen, whose role shows User. Above the red-outlined Delete button at the bottom left, a confirmation bubble is open and highlighted. It asks "Are you sure you want to delete this user?" with the buttons No and Yes. Yes deletes the user and removes them from the list; No keeps them. The Block User, Cancel and Save buttons are still visible along the bottom. — Deleting a user asks for confirmation; blocking keeps the user but stops them from signing in.

The user disappears from the list and from the user lists in Replyco’s filters. You cannot delete yourself.

Every control, explained

The controls of AdminUsers, in the order the screen shows them.

Invite User

Where

Top right of the screen, a blue button.

What

Opens the form Invite User with Name, Last Name, Mobile, Email, Message language, User Role and Default Message View, and the buttons Cancel and Send Invitation. Every field except Mobile is required; the e-mail address must be valid, must not be a disposable address and must not belong to another Replyco user. After Send Invitation and Yes, Replyco e-mails the invitation and shows the registration link with Copy.

Why

Each colleague gets their own user, so assignments, history and permissions belong to a person.

The user list

Where

Left of the screen, ten users per page.

What

Column	What it shows	Why
Full Name	The user’s name, or their e-mail address when the name is empty, and a red A for the Admin permission with Edit rights	See who administers your company
Status	Active, Not Activated or Blocked	Spot colleagues who have not registered or are blocked

Selecting a row opens the user’s details on the right.

Why

One place to check who can work in Replyco.

Information

Where

Details of the selected user, first tab. Saved with Save at the bottom right.

What

Name, Last Name, Mobile, Email, Message language, User Role, Default Message View and Status. Save refuses an empty e-mail address (User email is required.) and an invalid one (User Email is invalid.), then saves, closes the details and shows Success.

Why

Keep names and addresses right, and set each person’s translation language and message view.

User Role

Where

Information tab and the invitation form, a drop-down with an information icon. Shown with user roles, which every current plan includes.

What

Admin, Moderator or User. Choosing one replaces the user’s permissions, ticket lists and dashboards with the role’s set when you save. Shows Custom when the user’s access matches no role. A new user starts with User.

Why

Give a colleague sensible access in one step, then fine-tune it on Access Rights.

Copy invite link

Where

Information tab, next to Status, shown while the status is Not Activated.

What

Copies the user’s registration link, the same one the invitation e-mail contains.

Why

Send the invitation again yourself when the e-mail did not arrive.

Block User and Unblock User

Where

Information tab, bottom left, next to Delete. Not shown for yourself or for a user who has not registered.

What

Block User ends all of the user’s sessions, sets Blocked and stops them from signing in. Unblock User sets Active again. No confirmation.

Why

Stop access at once without losing the user.

Delete

Where

Information tab, bottom left. Not shown for yourself.

What

Asks Are you sure you want to delete this user? and, after Yes, deletes the user. On a plan priced per user, the question is Removing a user will immediately adjust your subscription price. The updated cost will take effect and be reflected in your next invoice.

Why

Remove people who have left for good.

Access Rights

Where

Details of the selected user, second tab. Shown with user permissions, which every current plan includes. Saved with Save at the bottom.

What

Ten collapsible sections: Main, Tools and Chat Tools with View and Edit per permission; Labels, Tickets, Dashboard, Smart Filters, Live Chat, Tickets Accounts and Chat Accounts with one View box per item and Select all and Deselect all. Save stores the sections that changed and shows Permissions have been updated; Cancel closes the details.

Why

Give each person exactly the lists, labels and accounts their job needs.

Who sees what

Part	Shown when
Users in the Admin menu	The user has the Admin permission
User Role	User roles, part of every current plan
The Access Rights tab	User permissions, part of every current plan
Copy invite link	The user’s status is Not Activated
Block User or Unblock User	Another user who has registered
Delete	Another user
The price warnings	Your plan is priced per user

What you need to know

Topic	Fact
One address, one user	An e-mail address can belong to only one Replyco user, in any company.
New users	Start with the role’s permissions, ticket lists and dashboards, every label with No Label ticked, Replyco’s default Smart Filters and every account.
Roles	A saved role replaces permissions, ticket lists and dashboards; labels, Smart Filters, widgets and accounts stay.
My Tickets	Always part of every user’s ticket lists.
Edit and View	Edit includes View.
When changes apply	A colleague’s menu follows their new access the next time Replyco loads for them.
Last administrator	The only administrator cannot remove their own Admin rights.
Blocking	Ends the user’s sessions at once and keeps the user.
Price	On a plan priced per user, inviting or deleting a user changes the price at once.
Paging	Ten users per page.

Frequently asked questions

General

Who can manage users in Replyco?

Anyone with the Admin permission sees Users in the Admin menu and can open AdminUsers; every current plan includes the screen. The Admin role gives that permission with Edit rights, which the red A in the list marks. See User permissions and roles.

Users appears in the Admin menu when your user has the Admin permission; ask an administrator to tick it for you. Every current plan includes user permissions and roles, but a company on an older plan may not have them. See What each plan includes and User permissions and roles.

What does the red A next to a name mean?

It marks a user with the Admin permission and Edit rights, which is what the Admin role gives. Hover it and it reads Admin. Users without it, like agents with the User role, have no A in AdminUsers.

Inviting

How do I add a colleague?

Open AdminUsers, select Invite User, fill in name, last name and e-mail, choose a role and select Send Invitation, then Yes. Replyco e-mails the invitation and shows a registration link you can copy. For the whole procedure, see Invite users and set what they can do.

My colleague did not get the invitation e-mail. What can I do?

Ask them to look in their junk folder first. Then open AdminUsers, select their row, which shows Not Activated, and select Copy invite link next to Status. Send them the copied link yourself; they register from it as from the e-mail.

Why can’t I invite someone with their e-mail address?

An e-mail address can belong to only one Replyco user, in any company, so an address that already has its own Replyco sign-up cannot be invited. Replyco also refuses disposable addresses with “Email address is disabled!”, an empty field with All fields required. and a malformed address with User Email is invalid..

Which role should a new agent get?

User, which Replyco preselects: full access to tickets and labels, customers and orders among the tools, the Overview dashboard and the global search. Give Moderator to team leads who also run tools and automation, and Admin only to people who manage users, settings and billing. You can adjust each person afterwards on Access Rights in AdminUsers.

Does inviting a user change what I pay?

On a plan priced per user, yes: the confirmation reads Adding a new user will immediately adjust your subscription price. The updated cost will take effect and be reflected in your next invoice. and the price changes at once; deleting a user changes it back. If you pay through Shopify, Replyco opens Shopify so you can approve the new price. See Billing.

Roles and access

Why does the role say Custom?

The user’s permissions, ticket lists or dashboards no longer match any of the three roles, usually because someone changed a box on Access Rights. Custom is a description, not a choice. Pick Admin, Moderator or User under User Role and select Save to go back to a role’s set.

I changed a user’s role. Why do they still see the same labels?

A role sets permissions, ticket lists and dashboards only. Labels, Smart Filters, live chat widgets and accounts stay as they are. Change those in their sections on the Access Rights tab of the user in AdminUsers and select Save.

How do I give someone access to only one marketplace?

Open AdminUsers, select the user, open Access Rights and then Tickets Accounts. Tick that marketplace’s account, clear the others and select Save. Chat accounts are in Chat Accounts, a separate section. See Accounts.

Why can’t a colleague see tickets that others see?

Access is set per user in several sections, and a ticket must pass all of them. On the user’s Access Rights in AdminUsers, check Tickets Accounts for the account, Labels for the ticket’s label or No Label for unlabelled tickets, and Tickets for the list. See Ticket lists.

I changed a colleague’s access. When do they see it?

The next time Replyco loads for them. Ask them to reload the page; their menu then shows the lists, dashboards and areas you set on Access Rights in AdminUsers.

Can I remove my own administrator rights?

Only if another user keeps the Admin permission with Edit rights. When you are the only administrator, Replyco refuses with “You’re the only administrator of this account. You cannot remove administrative rights.” Give a colleague the Admin role in AdminUsers first.

Blocking and deleting

What is the difference between blocking and deleting a user?

Block User ends the user’s sessions at once and stops them from signing in, but keeps them in AdminUsers, so you can unblock them later. Delete removes the user from the list after Are you sure you want to delete this user? Block a colleague who may come back; delete one who has left for good.

What should I do with the tickets of a colleague who leaves?

Reassign them before you delete the user: filter a ticket list by their name, select the tickets and assign them to a colleague or leave them unassigned; see Assign, label and merge tickets. Then block or delete the user in AdminUsers.

Why is there no Block User button for a user?

Block User is not offered for your own user or for a user whose status is Not Activated. Someone who never registered cannot sign in anyway; delete them in AdminUsers if they should not join.

Troubleshooting

Symptom	What to check
Users is missing from the Admin menu	Your user has the Admin permission; on an older plan, the plan includes user permissions and roles (What each plan includes)
The invitation is refused with All fields required.	Name, Last Name and Email are all filled in
The invitation is refused with “Email address is disabled!”	The address is a regular mailbox, not a disposable address
The invitation cannot be sent for an address	The address is not already used by another Replyco user, for example from an earlier sign-up
The colleague never got the invitation	Their junk folder; the address in their details; then Copy invite link and send the link yourself
A colleague still sees a list or area you removed	You selected Save on Access Rights; they reloaded Replyco
A colleague sees no tickets of an account	The account is ticked in Tickets Accounts; the ticket’s label or No Label is ticked in Labels
The role shows Custom	Access was changed by hand; pick a role and save to reset it

Users

What you can do here

The screen at a glance

Find a user and read their status

Invite a colleague

Send an invitation again

Change a user’s details

Change a user’s role

Set what a user can see and do

Block or unblock a user

Delete a user

Every control, explained

Invite User

The user list

Information

User Role

Copy invite link

Block User and Unblock User

Delete

Access Rights

Who sees what

What you need to know

Frequently asked questions

General

Who can manage users in Replyco?

Why is there no Users item in my Admin menu?

What does the red A next to a name mean?

Inviting

How do I add a colleague?

My colleague did not get the invitation e-mail. What can I do?

Why can’t I invite someone with their e-mail address?

Which role should a new agent get?

Does inviting a user change what I pay?

Roles and access

Why does the role say Custom?

I changed a user’s role. Why do they still see the same labels?

How do I give someone access to only one marketplace?

Why can’t a colleague see tickets that others see?

I changed a colleague’s access. When do they see it?

Can I remove my own administrator rights?

Blocking and deleting

What is the difference between blocking and deleting a user?

What should I do with the tickets of a colleague who leaves?

Why is there no Block User button for a user?

Troubleshooting

Related