Setting your company business hours

Adding your working hours to XSellco allows you to make sure your SLAs are only active when your team is available, so your response metrics won’t suffer when you’re off the clock. When you set your business hours, you can specify this when setting your SLA targets so that only the hours your team is available will count against your target response times in your SLA settings.

Follow the steps below to add or edit your support team’s working hours.

1. In your XSellco dashboard, go to Settings > Company Settings.

locating company settings

2. In the Business hours section, click Add weekly time restriction.

3. Enter the days and times that you are available every week. See the screenshot below as an example of how to display that you are available Monday to Friday from 9.00am – 5:30pm.

enter your business hours

4. Once you are happy with your settings, hit Save changes. 

5. During holiday periods, you can easily edit your availability by modifying your usual business hours.

 

Got questions? Get in touch with us at support@xsellco.com

Adding a User

Adding Users in your XSellco Help Desk allows different members of your team to gain access to their own XSellco accounts so that they can tailor settings such as their preferred language, available working hours and Live Chat availability.

Creating different user accounts also enables better team collaboration by allowing agents to assign queries to agents with the right expertise, or automatically route Live Chats to available agents.

Once you have created a user, they can now use their own email to log into the XSellco Help Desk.

Creating a user

  1. Go to Settings > Users
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  2. Select Add User in the top left corner.
  3. Enter the User’s name and the email address they will be using to log into XSellco.
  4. If the User is in a different time zone, you can set this yourself, or allow XSellco to automatically detect the time zone based on where they are when they log into their account.
  5. Set the User’s preferred language, so that their XSellco dashboard will be visible in their native language. By setting this, all auto-translated messages will be translated into the agent’s preferred language. The agent can edit their preferred language at any time in their own settings.

Setting Live Chat availability

Each agent will now be able to set their own available working hours to determine when they would like to appear as Available on Live Chat.

Once your agent is logged into their own account, follow the steps outlined in this article under ‘Set your Live Chat availability’, to set Live Chat availability for individual agents.

Got questions? Get in touch with us at support@xsellco.com

Outlook via IMAP and SMTP

For an Outlook account you need to firstly verify your account if you have not done so already. To do this go to Settings > Forwarding and follow the steps to verify the account.
verify outlook account

Now that you have completed the preliminary step you can return to ReplyManager to complete the set up.
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Gmail via IMAP

For a Gmail account you are required to enable IMAP before entering your details into ReplyManager. To do this log into your Gmail account, go to Settings and from the top navigation bar click ‘Forwarding and POP/IMAP’. Here you need to make sure IMAP is enabled as seen below.
google settings

Now that you have completed the preliminary step you can return to ReplyManager to complete the set up.
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Yahoo! Mail via IMAP and SMTP

For a Yahoo account you need to allow sign in to a non Yahoo application. To do this go to Settings > Account Info > Account security. You will be asked to log into your account at this point. You will then be presented with the screen below. You need to ‘Allow apps that use less secure sign in’.
yahoo settings

Now that you have completed the preliminary step you can return to ReplyManager to complete the set up.
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Creating auto-responses and reminders

Using auto-responses and reminders in your XSellco Help Desk allows you to make sure that no query ever goes unanswered. XSellco’s smart auto-responder with time delay makes it look like a real human reply, so you can automatically respond to queries without losing the human touch. For Amazon sellers, this feature avoids auto-responses being detected by Amazon, so you can maintain perfect response metrics even while you’re off the clock!

Setting up auto-responses

  1. Go to your Messages dashboard and select Templates in the left side menu.Email_templates
  2. Select Add Message Template in the top left corner.
  3. Enter a template name, and select Auto-replies only in the drop down box below. Click Active Template to make sure your auto-reply is enabled.2017-04-27_1724
  4.  In the Message Template section, choose the language of your template, enter a Subject line and type your message. You can use SmartTags here to personalize your auto-replies with the customer’s name to make it look even more like a human response.2017-04-28_0929
  5. Scroll down to Autoresponder Options. Here you can choose how much you would like to delay sending your auto-response. Rather than a customer receiving an auto-response instantly, a time delay makes it look more like a human response. This is particularly useful to prevent Amazon from detecting your message as an auto-response.
  6. Next, go to Recurring date & time conditions. This is where you enter specific days and times that your auto-response should trigger.  For example, if you are out of the office for several days in a row, such as weekends, this section will look something like this:
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  7. To set an auto-response for specific dates such as holidays, go to One-off date & time constraints. Enter the dates and times that you will be out of the office.

    To ensure you don’t forget to activate your auto-responder, you can set the dates for all your holidays at once.

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  8. Once you are happy with your settings, select Create Channel Message Template. Your auto-responses will be available to edit in the Templates section as shown below:

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You can create as many types of auto-responses as you like by following the steps above. To delete a template or auto-response, go to your Templates section, select the template, and uncheck the Active Template box to move it to Inactive.

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Setting a reminder

You can close any ticket and set a reminder to reopen the ticket again at a certain date. In the message simply, click Remind me later, and select the date that you would like the message to reopen.

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All messages where you have set a reminder will stay in the Later tab in your left side menu until they are reopened, in which case they will appear again in your Open messages.

In the ticket information, any agent will see that the message has been reopened, and who set the reminder.

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Got any questions? Get in touch with our support team at support@xsellco.com

How to integrate ChannelAdvisor with ReplyManager

Integrate ChannelAdvisor

Connecting your ChannelAdvisor account with ReplyManager enables you to centralize all your customer support in one dashboard. Reply and react instantly to your customer queries, and streamline your business on one simple platform. You can view all your tickets in the Fusion dashboard.

When you select a support ticket, ReplyManager automatically extracts all customer information and order history so that your support team can respond intelligently and quickly to your customers. You can also open your ChannelAdvisor account from within a ReplyManager ticket. Just follow these simple steps and you’ll be up and running in no time.

Step 1:

  • While logged into your ReplyManager account, click on the ‘Settings’ tab located on the top navigation bar
  • From the left side menu, click on ‘Channels’

Step 2:

  • A notification will be sent to your ChannelAdvisor account
  • You will need to retrieve your Profile ID(s)’ from My Account > Developer Network > Account Authorizations
  • Now enter your ‘ChannelAdvisor Profile ID(s)’ to connect the channels
  • Save your changes
  • Once you have done this you must authorize Fusion requests within your ChannelAdvisor account

 

CA - Find Profile ID

 

Now locate your Profile Ids by expanding the Developer Permissions tab:

 

CA - Developer Permissions

Step 2.1:

  • If you require multiple Profile IDs, you can add more marketplaces in your Channel Advisor account.
  • To do this, you can go to Marketplaces > Add Marketplace
  • Once the onboarding process is complete, this Marketplace will be visible with its own Profile ID

 

CA - Add Marketplace

Step 3:

  • Next, click on the Amazon/eBay Channel you wish to integrate with
  • Once in the Channel Settings, select the Integration Tab
  • Now, you can add in the Profile ID from your Channel Advisor account

 

CA - Integration Tab

 Step 4:

  • Once the Profile ID is entered, select the ‘Update Status’ to send an Authorization request to your Channel Advisor account
  • Log into your ChannelAdvisor account with your ‘Username’ and ‘Password’
  • To find the Pending Requests, select My Account > Developer Network > Account Authorizations from your Dashboard menu.
  • In order to progress with the integration, click on ‘Pending Authorization’ request(s) and approve our requests

Congratulations, you’ve successfully integrated your ChannelAdvisor account with ReplyManager.

How to use the Integration:

The Channel Advisor integration allows you to access Channel Advisor information directly related to a customers order in your account. To open the Channel Advisor details, you can go into a message from your customer with an order attached. You can then select the ‘View’ option towards the top right-hand side and then select ‘Open in Channel Advisor’.

 

Open CA Details

 

Once opened, it will direct you into your Channel Advisor Account. This will then allow you to see all relevant information to the order and the product that is stored in Channel Advisor.

Have you questions regarding the ChannelAdvisor integration? We’re happy to help, email us on support@replymanager.com

Printing and attaching invoices

If you have integrated your XSellco Help Desk with your order management system like Linnworks or Skubana, your customer invoices will be automatically pulled in with each order. This allows you to get a complete view of all order details, print your customer invoices and attach invoices to messages right within your XSellco dashboard.

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Setting SLA targets

An SLA (Service Level Agreement), establishes the period of time in which your agents should respond to tickets. In your XSellco Help Desk it’s easy to stay on top of your target response times with the SLA counter, which prioritizes tickets based on how long you have left to respond before breaching your targets.

SLA counter in message dashboard

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Using Inbox Filters

Inbox filters are one of the many time saving features in your XSellco Help Desk. Find tickets based on date and time, and attend to important messages like Returns and Cancellations with the click of a button. Granular filters allow you to instantly access certain types of messages for even faster responses and more efficient workflows.

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