ReplyManager launches eBay Order Search feature

We are delighted to announce the launch of a new feature - eBay Order Search.

eBay Order Search allows ReplyManager customers to search eBay orders related to a Buyer ID or email address without having to leave ReplyManager. This new feature is designed to save online sellers time, offering deeper integration and support for eBay queries.

eBay System Messages- Replying with ReplyManager

eBay sellers receive many system messages on a daily basis. Most times, the seller does not have to do anything with these system messages. There are a few instances, however, that eBay will require the seller to respond.

ReplyManager Launches eBay Return & Cancellation Processing

ReplyManager is pleased to announce the addition of the eBay After-Sale integration allowing eBay sellers to process returns and cancellations directly from within ReplyManager Version 6.5. Now, in addition to managing messages on multiple channels, sellers in the US, UK and Germany will be able to perform all of their customer support needs without having to login into eBay at all.

ReplyManager v5.6x Now Available - eBay Image Uploader, Simplified Auto-Responders, and More!

ReplyManager is pleased to announce the release of Version 5.6x, offering new and enhanced features that continue to help online sellers manage incoming customer email. The new version was officially released on November 10th and includes features such as: eBay Photo Sharing, Simplified Auto-Responders, Google Login, Email Preview on Hover, and a new look to the HTML Editor.

Assigning Multiple "From" Email Addresses to a Folder

How many great products do we have that we are only using some of the features and are not taking the time to use all of the features? The next few blog posts will be reminders of quick and convenient email features within ReplyManager that you may not be using! This first one is about assigning multiple “from” email addresses to a folder when replying to customer email!

Why is this helpful?

Problem Reading One or More Accounts

There is a NEW feature in the ReplyManager program to alert Administrators that one or more of the mail accounts are having a problem reading. The message is displayed in the upper left hand of the application (in the logo area). An Administrator should review the Maintenance > Accounts area, which is a summary of the mail accounts entered into the program. The last column entitled "Last Read" will show the time in bold RED of the active account that has not read email for more than 1 hour.

Here is what you need to do:

See When Emails Have Gone Unread

Actively monitoring your email account reading in ReplyManager is a MUST. There may not always be up-to-date communication between your IT department and the departments using ReplyManager. Active accounts will turn RED, in the "Last Read" column, that have read times older than 1 hour. Administrators and Super Administrators in the program, have access to the Maintenance Account area, and can make the appropriate updates to begin the email account readings again.

These are just a few of the reasons why an account will stop reading:

• A change is made to the POP or IMAP account, such as username or password
  
• Changes made to the mail servers on which the email account resides
  
• New firewalls being installed on customer servers

Be sure to call 877-848-1310 or email us at support@replymanager.com with any questions!

ReplyManager API Now Available

With the new v5.5 of ReplyManager, an API (application programming interface ) was added to allow for other software programs to communicate with ReplyManager directly.

One example of the feature: the API can be used to dynamically update a Rule within the ReplyManager program if the information for the rule changes or is updated on a recurring basis. Activation of this feature is done by an Administrator or Super Administrator only, please see the Help WIKI on the ReplyManager program.

If you have any questions about this feature, please send us an email at support@ireplymanager.com or call us at 877-848-1310.

Display Email Images (Or Not) - It's Your Choice

ReplyManager now gives you the choice to display images in your emails or not. Once you make the selection, the system will stay with that selection until you change it back. If you want to use the feature, click the toggle button "Hide Images" or "Display Images" located at the top of the opened email under the header.

Why use the button?

• The page may load faster when not displaying the images.
  
• You may not always want to see the images on emails, including some of the Spam emails.
  
• These images may not always be coming from a secure site; when trying to load these onto a secure page, some browsers give you annoying warning messages.
  

To Auto-Respond or Not... Temporarily That is.

ReplyManager Rules Management allows users to set certain parameters and assign categories, status, folders or to even send an auto-responder. Auto-responders are a great tool for immediately providing information to potential customers and then following up with them when time allows. Version 5.5 offers the ability to temporarily disable an auto-responder without deleting it in case you want to use it for another time. For instance, the auto-responder may contain specific details to be sent out only on the weekend or holidays to alert customers as to when they can expect a response or may contain specific customer service information. Here is how to do it…

Go to Maintenance, then Rules. Create a new rule or select an existing rule with an auto-responder. Scroll down to the Auto-responder and check the Enabled box to display the auto-responder information (if there is any). Auto-responders can be configured in a specific folder or as an action to a rule. Configuring an auto-responder on a rule allows for emails to be routed into the same folder (Sales folder, for example) but have had different auto-responses sent to email originators.

Autoresponders are a great tool for immediately providing information to potential customers and then following up with them when time allows. This feature is available to administrators and super administrators only.

More Email Rules for Better Routing

ReplyManager rules management allows users to set multiple criteria for routing emails by assigning categories, status and folders. With the addition of multiple categories in version 5.5, a new feature allows managers to now assign categories and "continue to evaluate." What this means is that an email can meet the criteria for one Rule, automatically be assigned a category and then continue to be evaluated by another, lower ranking rule with additional actions. Rules are assigned a ranking of 1 to 10, higher ranking rules will be evaluated first. For example...

• An email meets the criteria of Rule 1 and is assigned a category and routed into a folder.
  
• An email meets the criteria of the Rule 1, is assigned a category and continues to be evaluated by the Rule 2 to be assigned an additional or second level category.
  
• Rule 3 (final rule) will route the email into a specific folder.
  

The additional or second level categories allow emails to be grouped by topic, status(urgency), project, customer service agent or many other tags.

Setting multiple rules, conditions and actions to route emails allows for:

• Grouping emails within folders
  
• Filtering or sorting
  
• Quicker recognition
  
• Better flagging of emails for responding
  
• Managing and deleting unwanted email
  

If the emails in your folders were automatically tagged with correct categories, routed to the proper folders, you could filter, sort, review and respond, and be done - automatically!

View ReplyManager in English, French & Spanish

ReplyManager is now truly a global communication tool with our latest version which allows users to view the software interface in multiple languages. Current available languages include French, Spanish and English.


Super Administrators can change the default language interface for an entire section by going to Setup: Sections. Choose the language from the User Interface Language Drop down. Click on Save Changes.

To change the language for all login screens for the account, click on Setup: Preferences. Choose the language from the User Interface Language Drop down. Click on Save Changes.

Your language not available? If you are interested in translating ReplyManager, please Send Us a Message. Our staff will contact you regarding the translation process.

ReplyManager also supports special characters, and includes spell check in 5 languages (English, Spanish, French, Dutch and German).

Assign Mutiple Category Tags to Organize Email

Assigning or "tagging" an email within a folder, was just enhanced to being able to assign multiple categories or "tags" to an email.

Creating
Categories can be created by going to Maintenance>Categories, clicking the "Add New Category", type in the name and click on the Color Palette icon to select a color. Editing or deleting a category is a simple, one step process.

Assigning
While viewing the list of emails within a folder, select one or more of the emails, scroll to the bottom of the page, select from "set category to" and click "change". Categories can also be assigned or "tagged" to specific emails by opening the email and choosing one or more categories from the drop down list, then clicking Update.

Filtering
Once you have selected a folder to view emails, you can filter the list by selecting from the “view”, “since” and/or “category” drop down lists, then click on the Filter button. Once you change a filter, your user account will save the settings and will automatically default to that setting the next time you access the folder.

In ReplyManager, assigning category tags to emails allows the User to refer to specific actions if emails can’t be answered immediately, assign responsibilities or further organize the email within the folder. If multiple steps need to be taken to address the email, keep accurate notes in the email ticketing system so that the next person knows where you left off.

How To Download Multiple Attachments in One Zip File

One of the new features for ReplyManager allows users to download multiple images in a single zip file with one click.

To download, scroll to the bottom of the email where images are attached. Click on Download (next to Attachment Disposition). A zip file with ALL images will be downloaded to your desktop.

Files remain with the email, even after download, so users will still be able to view or download files one at a time. To remove ALL attachments, click on the Remove button. Careful, this cannot be undone!

Keeping Email Secure with Password Protection

ReplyManager now provides further security to password protected email accounts by providing an automated account lock-out. If a user tries to access their account with the incorrect password more than 5 times, their account will be locked (just for that person) for 5 minutes. After that, they will be able to try again. If a user is unable to remember a password, they should contact an administrator of their account to have it reset.

Avoid Multiple Staff Answering the Same Email

ReplyManager was created to allow multiple users within a company or team to login and view role-based emails within the same folder. These team members may be answering emails at the same time. To avoid duplicate work, we've added a feature to warn users when someone else is viewing that email.

The warning "This message thread is currently being viewed by another user" is displayed at the top of the email thread. It DOES NOT prevent users from performing any functions on the email.

Streamline Email Management with Merge Tickets

With the latest version of ReplyManager (v5.5) we have added a Merge Tickets feature that allows users to select a group of emails and merge them into one conversation. This helps keep messages organized when a customer sends an email outside the original thread (i.e. they don't reply to an email sent from the system). Here is how:

• From the Folders View, mark the checkbox next to the emails you want to merge.
• Click on the Merge Button, located at the bottom of the page.
• A pop-up box will appear to confirm the merge.
  • You can view the emails to be merged by clicking on the linked Email ID.
  • To remove an email from the merge, click on the Remove link next to the email or Remove All.
  • To continue with the merge, click on Proceed with Merge.
  • To cancel, click on Cancel. Doing this does NOT remove your emails from the merge, but only closes the window. The system saves the selected emails in the Merge queue until they are either merged or deleted from the queue.

A Taste of Whats To Come in ReplyManager

ReplyManager version 5.5 is planned to be released starting on Friday, April 2nd. The release is the result of a combined effort of our support team and valued customers. We are also taking the opportunity to upgrade our service infrastructure by moving to "The Cloud." This will allow us to provide customers with a choice of data center locations to increase the speed of service connectivity. We currently have data centers in Virginia (US) and Ireland (Europe) and are planning to expand to Singapore (Asia) later in the year.

Here is a sneak preview of the features to come:

• Assign multiple categories to an email message (like assigning multiple tags)
• Merge multiple messages for better records management
• Download multiple attachments in a single message as a zip file
• Image toggle allows users to choose whether or not to view embedded images within the email
• Quick preview of a message when looking at the message list
• Warning message displayed when two users are looking at the same message thread
• At-A-Glance account monitoring to make sure email accounts are being read properly
• A new rule that allows users to assign a category and then continue evaluating other rules
• Support for multiple user interface languages: English, French and Spanish (with plans to expand to other languages)
• Added an API to allow for other software programs to communicate with ReplyManager

Quick Email Preview on Hover

Users that sift through hundreds of emails at a time can now prioritize by getting a quick Email Preview when hovering over the email ID from the folder view. When implemented, this feature was automatically turned on, but it can be managed by Super Administrators.

To turn on or off, go to Setup: Sections. Click on the Section you want to edit. Mark (or un-mark) the checkbox next to "Show Email Preview on Hover"