Onsite Support Integration Instructions

Integrating ChannelReply with Onsite Support can be done in seconds. Just follow one of the quick guides below!

Continue reading if you don't have a ChannelReply account yet. Otherwise, jump to "If You Already Have ChannelReply."

If You Don't Have ChannelReply Yet

Sign up for Onsite if you have not done so already.

If you already have Onsite or have just finished creating your account, visit your Threecolts dashboard. Make sure you see Onsite Support listed under "Active Products."

If you don't see Onsite on your dashboard and are sure you've signed into the correct account, you may need to switch your organization. You can do this by clicking Organizations (the blue/purple icon that looks like two buildings in the upper right).

Once you see Onsite under Active Products, find ChannelReply and click "Try."

Hit "Create a new account."

A ChannelReply account will automatically be generated and integrated with your Onsite account. This may take ten seconds or so, so please wait for the page to finish loading.

Once the account has been generated, you'll arrive on a screen like the one shown below.

ChannelReply is now fully integrated with Onsite! Your account will also be activated with our free plan for Onsite users automatically. You can now choose which marketplace to connect first.

If You Already Have ChannelReply

Sign in to Threecolts as the account that has ChannelReply connected. You should see ChannelReply listed under Active Products on your Threecolts dashboard.

If you don't see ChannelReply on your dashboard and are sure you've signed into the correct account, you may need to switch your organization. You can do this by clicking Organizations (the blue/purple icon that looks like two buildings in the upper right).

Once you see ChannelReply under Active Products, there are three different possibilities. Click on the one that's true for you:

1. I see ChannelReply and Onsite under Active Products on my Threecolts dashboard.
2. I see ChannelReply on my Threecolts dashboard, but I don't have an Onsite account yet.
3. I have an Onsite account, but I don't see it on my Threecolts dashboard.

1. ChannelReply and Onsite are Active in Threecolts

Click "Launch" under ChannelReply.

After a few seconds, you'll arrive in ChannelReply. If you had no helpdesk integrated, you'll see the Onsite integration success screen shown below!

You will be automatically enrolled in our free plan for Onsite Support users. You can go ahead and choose which marketplace to connect first, or click "BACK TO MY ACCOUNT" to exit setup.

If you already had a different helpdesk connected, you'll be taken to your ChannelReply dashboard. You'll need to remove your current helpdesk before you can integrate with Onsite. Click either "Helpdesk Settings" button.

Click "CHANGE HELPDESK ACCOUNT" at the bottom of the screen to open the dropdown. Then click the button that also says "CHANGE HELPDESK ACCOUNT."

Hit "CONFIRM" to disconnect your current helpdesk.

Finally, choose Onsite as your new helpdesk.

ChannelReply will automatically integrate with Onsite. Once the integration completes, you'll arrive on the success screen shown below.

You will be automatically enrolled in our free plan for Onsite users. You can now exit setup by clicking "BACK TO MY ACCOUNT" or choose a marketplace to connect.

2. You Have ChannelReply but Not Onsite

Find Onsite Support on your Threecolts dashboard (you may need to scroll down to find it). Click "Try."

Complete checkout. Then either click "Go to Product" on the checkout success screen or hit "Launch" under Onsite Support on your Threecolts dashboard.

You'll be asked questions about your Onsite account. Once you've answered them, your account will be generated, and you'll be taken to your Onsite dashboard.

Return to your Threecolts dashboard. Under "ChannelReply," click "Launch."

After a few seconds, you'll arrive in ChannelReply. If you had no helpdesk integrated, you'll see the Onsite integration success screen shown below!

You will be automatically enrolled in our free plan for Onsite users. You can now choose which marketplace to connect first or click "BACK TO MY ACCOUNT" to exit setup.

If you already had a different helpdesk connected, you'll be taken to your ChannelReply dashboard. You'll need to remove your current helpdesk before you can integrate with Onsite. Click either "Helpdesk Settings" button.

Click "CHANGE HELPDESK ACCOUNT" at the bottom of the screen to open the dropdown. Then click the button that also says "CHANGE HELPDESK ACCOUNT."

Hit "CONFIRM" to disconnect your current helpdesk.

Finally, choose Onsite as your new helpdesk.

ChannelReply will automatically integrate with Onsite. Once the integration completes, you'll arrive on the success screen shown below.

You will be automatically enrolled in our free plan for Onsite users. You can exit setup by clicking "BACK TO MY ACCOUNT" or choose a new marketplace to connect.

3. You Have an Onsite Account but Only See ChannelReply on Your Threecolts Dashboard

This means your ChannelReply and Onsite accounts are on different Threecolts organizations. It won't be possible to integrate them as long as they stay on different organizations like this.

If you've already done a lot of work setting up ChannelReply and want to keep your marketplace integrations, please contact us. Let us know which email address should own both your Onsite account and your ChannelReply account. We'll have the Threecolts developer team merge your accounts for you. Once you see both ChannelReply and Onsite on your Threecolts dashboard, follow the option 1 instructions.

If you don't mind losing your existing ChannelReply account and starting over, you can get set up right away. Click the Organizations button in your Threecolts bar (it will look like two blue or purple buildings).

Switch to the organization that owns your Onsite account. (If you don't have any other organizations connected, you'll need to log out of Threecolts and log in as someone with access to Onsite instead.)

Once you see Onsite listed as one of the active products on your dashboard, find ChannelReply and click "Try."

Click "Create a new account." Your ChannelReply account will be generated and automatically integrated with Onsite. It will also be enrolled in our free plan for Onsite users.

You'll then arrive on the ChannelReply success screen shown below.

Choose Which Marketplace to Connect First

Choose any marketplace to connect it and continue with setup. Written instructions for all our supported marketplaces are available at the links below:

• Amazon – Answer all your Seller Central messages from Onsite with the help of detailed order info.
• eBay – Handle all your eBay support from Onsite, even solving Resolution Center cases.
• Walmart US – Powerful messaging integration with detailed order info and actions like cancellations.
• Walmart CA – Basic two-way messaging with your Canadian customers.
• Etsy – Get all your Etsy messages in Onsite along with comprehensive order information.
• Shopify – Deep integration with advanced features like order histories and refund actions.
• Back Market – Support your Back Market customers faster than you could from Back Market's own interface.
• Newegg – Answer Newegg messages, process cancellations and more in Onsite.
• WooCommerce – Provide comprehensive support including messaging, refunds, and order status updates.

We also support two additional marketplaces not yet shown on the success screen, but available on your ChannelReply dashboard:

• Mirakl – Connect all your Mirakl seller accounts from sites like Macy's, Kohl's, and Bol.
• Octopia – Integrate with Cdiscount and a suite of other European marketplaces like Castorama and Empik.

Advanced Setup

ChannelReply can do way more than just pull your messages and order data into Onsite. These optional features will help you support your customers exponentially faster than before!

Custom Fields (Placeholders)

ChannelReply's custom fields can supercharge your support. For example, you can auto-enter Amazon, eBay, Etsy, Walmart, Shopify, Back Market, Newegg and WooCommerce data in canned replies. You can also set up triggers and reports based on order details. See "Onsite Support Custom Fields Setup (Variables)" for instructions on this optional feature.

Autoresponders

Wish you could build an autoresponder that would count toward things like Amazon's 24-hour response time SLA? You can! Check out "Ecommerce Autoresponder Setup for Onsite Support" for an in-depth guide.

Text Remover

If you have signatures or templates that include links, contact info, or marketing materials, be careful. They may breach marketplace communication policies. We recommend either deleting them in Onsite or using our text remover.

The text remover deletes any specific text of your choice from all of your responses that are delivered by ChannelReply. You can even use it for multiple specific strings of text. Just note that the text must be exact.

How to Get Help

We’re always happy to assist you! Contact us for email support ASAP or schedule a call to talk to a real, live ChannelReply expert.