Help Scout Integration Now Available

We’re happy to announce that we now provide Help Scout integration with Walmart, Shopify, eBay and Amazon. Now you can support all your customers from one clean, easy-to-use platform!

Last updated 8/16/2021.

eBay, Amazon, Shopify & Walmart, United on Help Scout

ChannelReply delivers all your ecommerce marketplace messages to Help Scout. Finally, you can support all your online customers from one place! It also provides order and customer data and threads marketplace messages.

ChannelReply in Help Scout. Shopify customer and order data appears in the ChannelReply app on the right, and in the Custom Fields in the upper center of the page.

No more checking eBay, then Amazon, then one email address, then the next. Help Scout unites all your support in one place—ecommerce marketplaces, email, live chat, even phone support. And its powerful features like saved replies and workflows can do way more than normal marketplace messaging tools.

Start your free trial of ChannelReply and see how much faster and easier support becomes! Or, if you already have ChannelReply, jump straight to our Help Scout integration instructions to connect your account.

Stay Focused—Stay on One Screen

A conversation with an eBay customer. Customer and agent replies are threaded into the same conversation; further replies would thread the same way.

Nothing will derail a train of thought faster than having to switch programs. And if ChannelReply only delivered messages, you’d still have to check your seller accounts to find out what was ordered, when it should arrive, etc. That’s why we also deliver all that info to Help Scout!

In Help Scout, you’ll see all of the following and more in the ChannelReply app:

• eBay info:
  • Customer name
  • Buyer’s user ID
  • Order ID
  • Listing item title
  • Listing item number
• Amazon info:
  • Order ID
  • Purchase date
  • Listing name
  • ASIN
  • Listing hyperlink
• Walmart info: 
  • Buyer name
  • Order ID
  • Customer order ID
  • Listing title
  • Fulfillment option
• Shopify info:
  • Item title
  • Variation title
  • SKU
  • Shopify domain
  • Billing address
• General info across all channels:
  • Shipping service level
  • Shipping address
  • Carrier name*
  • Tracking ID*
  • Order quantity
  • Total amount charged to the customer

*Not available on Amazon MFN orders.

With all that available on the ticket, odds are good you’ll never need to look at eBay, Amazon, Shopify or Walmart to write your answers. But, in that unlikely event, you can use the listing hyperlinks to jump straight to the item in question. No searching required!

Everything Else You Need to Know

An eBay return notification generated by ChannelReply.

ChannelReply focuses on buyer messages, but we know those aren’t the only messages you need to get! You can easily forward all normal marketplace notifications to Help Scout:

• Return notifications
• eBay Resolution Center cases
• Amazon A-to-z Guarantee claims
• Walmart escalations
• New order notifications

…and everything else generated by any supported marketplace. On top of that, ChannelReply can ping you anytime you get negative feedback on Amazon.

Automate Your Replies

Our Help Scout ecommerce autoresponder system lets you automate replies to online shoppers. The responses even count toward Amazon's 24-hour response time limit!

One Help Scout auto-reply can work for all our supported marketplaces. But if you prefer, you can create unique replies for each Amazon, eBay, Shopify or Walmart account.

If you have access to Help Scout Custom Fields, you can also use marketplace data in your autoresponder conditions. For example, you can send different replies to customers who order specific items, or who want a package shipped to a certain state or country. 

In other words, there's a ton of possibilities. These autoresponders can save you countless hours on support!

Help Customers on the Go

An Amazon message shown in Help Scout's mobile app for Android.

Help Scout doesn’t glue you to your desk. Just log in from your phone’s browser or use their mobile apps to support your customers anytime, anywhere.

With ChannelReply, you’ll be able to answer ecommerce messages and view custom fields on mobile, even if you use Help Scout’s sleek apps. Plus, you can always view all ChannelReply data in your mobile browser.

Help Scout + ChannelReply = Ecommerce Help Desk

Help Scout connects all your standard support channels. ChannelReply makes Help Scout integration with Walmart, Shopify, eBay and Amazon possible. Put them together and you have one awesome ecommerce help desk!

Ready to see it in action? Try Help Scout free for 15 days and start your free trial of ChannelReply!