Set Up ChannelReply Integration

Overview

If you sell on marketplaces like Amazon, eBay, Walmart, or Etsy, buyer messages usually land in each marketplace's own inbox, separate from the rest of your customer service. ChannelReply (built by Threecolts) closes that gap: it routes your marketplace messages into Gladly through a Custom Channel, so your agents can handle marketplace conversations right alongside email, chat, and every other channel you support.

This article walks through connecting ChannelReply to Gladly and linking your first marketplace account.

Before you start

Make sure you have:

• A ChannelReply account, or start a free trial if you don't have one yet.

• Administrator access in Gladly. You'll need to create an API token and set up a Custom Channel, both of which live under Gladly Settings.

• Seller credentials for the marketplace account(s) you want to connect (Amazon, eBay, Etsy, Walmart, and others are supported).

Connect ChannelReply to Gladly

Connect ChannelReply to Gladly

Step 1: Sign in to ChannelReply

Sign in to your ChannelReply account through Threecolts. It opens in a new tab.

Step 2: Select Gladly as your helpdesk

Choose Gladly as your helpdesk. You can do this right after creating your account, on the screen that follows the welcome page, or later from your ChannelReply dashboard.

Step 3: Set up ChannelReply in Gladly

Gladly receives marketplace messages through a Custom Channel, and ChannelReply uses a Gladly API token to send and receive them. In this step, you'll create both in Gladly, then copy three values to paste into ChannelReply: your API token, your Channel ID, and your Entry Point Address. Keep your Gladly tab open while you work through the rest of this section.

Create an API token

In Gladly, open the main menu from the top-left corner and click Settings.

1. Under App Developer Tools, click API Tokens.

2. Create a new API token.

3. Copy the token and set it aside. You'll paste it into ChannelReply in Step 4.

Create the ChannelReply Custom Channel

1. Still in Settings, under Channels, click Custom Channels.

2. Click Add Channel.

3. On the Add Channel screen, set the following:

   1. Channel name. This is what shows up in Gladly. We recommend "ChannelReply."

   2. Select the channel icon. Choose Generic Icon, or any icon you prefer.

   3. Leave Display the channel in the Customer Profile turned on.

   4. Turn on Activate Message Groups, Allow agents to initiate an outbound message, and Allow agents to send attachments.

   5. Default Inbox. Select the inbox where marketplace messages should arrive.

   6. Entry Point SLA (minutes). Leave the default of 1440 unless your team uses a different SLA.

4. Click Save. Gladly confirms the channel has been added.

Add an Entry Point

1. Open the channel you just created to reach its Entry Points page.

2. Click Add Entry Point.

3. Enter a Name you'll recognize inside Gladly, then an Entry Point Address that maps inbound messages to the customer, for example channelreply_amazon.

4. Click Save.

   Double-check the Entry Point Address before you save it

   Gladly only lets you edit and save this field once.

Copy your integration data

1. On the Entry Points page, find your entry point and open its More options menu (the three-dot icon on the right).

2. Click View integration data.

3. Copy the Channel ID and the Entry Point Address.

You now have everything ChannelReply needs: your API token, your Channel ID, and your Entry Point Address.

Step 4: Enter your Gladly info in ChannelReply

Back in ChannelReply's Gladly setup page, fill in:

• Gladly URL. The address of your Gladly account, for example https://yourcompany.gladly.com.

• API Token. The token you created in Step 3.

• Channel ID. From your integration data.

• Entry Point Address. From your integration data.

Click Connect Gladly Account. When the connection succeeds, the button confirms you're connected.

If it doesn't connect, double-check the API token and Channel ID for stray spaces, and confirm the entry point saved correctly in Gladly.

Step 5: Connect your marketplace accounts

Once Gladly is connected, ChannelReply takes you to the final setup step: connecting your marketplace accounts. Choose the first marketplace you want to connect and authorize it. After it's authorized, you'll land back on your ChannelReply dashboard, where you can connect additional marketplaces the same way.

Things to watch out for

• The Entry Point Address can only be edited and saved once. Get it right the first time, since ChannelReply will use this value to route messages going forward.

• A failed connection is usually a copy-paste issue. If ChannelReply won't connect to your Gladly account, recheck the API token and Channel ID for extra spaces, and confirm the Entry Point saved successfully in Gladly.

When to contact Gladly

If something isn't connecting on the Gladly side (your Custom Channel, Entry Point, or API token), reach out to Gladly Support.

For issues connecting a specific marketplace account or with your ChannelReply subscription, contact ChannelReply/Threecolts support.