Wall Communication

Wall Communication is ShipEdge Core’s internal messaging system. Use it to communicate with your warehouse team, ask questions, report issues, and get support. Think of it as a message board where you can post topics and have conversations with your team.

Quick Communication

Wall Communication helps you stay connected with your warehouse team and ShipEdge support. Post questions, share updates, and get quick responses without leaving the system.

Why Use Wall Communication?

Direct Team Communication

Communicate directly with your warehouse team and ShipEdge support. Get answers to questions quickly without email delays.

Track Conversations

All messages are stored in one place. You can see the full conversation history and track which topics are resolved.

Email Notifications

Get email notifications when new posts or replies are added. Stay updated even when you’re not logged in.

Organized Topics

Topics can be marked as done, escalated, or archived. Keep your communication organized and easy to follow.

Understanding Wall Communication Views

What you see in Wall Communication depends on your user type:

Seller Users (UserLevel 1)

Seller users see:

• Your Account Wall: Posts specific to your account
• News Section: Announcements and updates from ShipEdge (admin/warehouse posts)
• Dashboard Charts: Inventory, orders, and expenses overview

You can:

• Create new topics for your account
• Reply to topics about your account
• View archived topics for your account

Warehouse Users (UserLevel 2)

Warehouse users see:

• All Warehouse Posts: All topics posted by accounts and warehouse team
• Open Topics: Topics that need attention (not marked as done)
• Topics Without Replies: Topics waiting for responses

You can:

• View all warehouse communication
• Reply to any topic
• Mark topics as done
• Escalate topics to system admin

Warehouse Managers (UserLevel 2, Manager)

Warehouse managers see:

• All Warehouse Posts: Complete view of all communication
• Top Orders Chart: Visual overview of orders from last 30 days
• Full Management: All warehouse user capabilities plus management features

System Admins (UserLevel 3)

System admins see:

• Escalated Topics: Topics that need admin attention
• Wall Rates: Rating and feedback system
• All System Communication: Complete system-wide view

How to Create a New Topic

1. Navigate to Wall Communication

   Click Wall in the main navigation menu. The Wall Communication page opens.

2. Find the Post Box

   Look for the text area at the top of the page labeled “What’s on your mind?” or similar posting area.

3. Write Your Message

   Type your question, comment, or message in the text box. You can include:

   • Questions about orders or inventory
   • Issues or problems you’re experiencing
   • Requests for information
   • Updates or status reports

4. Post Your Topic

   Click the Post button (or similar submit button). Your topic is created and appears on the wall.

Message Formatting

Wall Communication supports:

• Line breaks (press Enter for new lines)
• URLs (automatically converted to clickable links)
• Email addresses (automatically converted to mailto links)
• Basic text formatting

How to Reply to a Topic

1. Find the Topic

   Scroll through the wall to find the topic you want to reply to. Topics show the original message and any existing replies.

2. Click Reply

   Click the Reply button below the topic or reply you want to respond to.

3. Write Your Reply

   Type your response in the reply text box that appears.

4. Submit Your Reply

   Click the reply submit button. Your reply is added to the conversation thread.

Managing Topics

Marking Topics as Done

Warehouse users and managers can mark topics as resolved:

1. Find the Topic

   Locate the topic that has been resolved or answered.

2. Mark as Done

   Click the Done button or checkbox (if available). The topic is marked as resolved and moved to archived topics.

Escalating Topics

Warehouse users can escalate important topics to system administrators:

1. Find the Topic

   Locate the topic that needs admin attention.

2. Escalate

   Click the Escalate button (if available). The topic is flagged for system admin review.

Viewing Archived Topics

1. Open Archived Topics

   Click Archived Topics link at the top of the Wall Communication page.

2. Browse Archived Topics

   View all topics that have been marked as done or archived. You can still view the conversation history.

Email Notifications

Wall Communication can send email notifications for new posts and replies. Configure your email preferences:

Account-Level Email Settings

1. Navigate to Preferences

   Go to Preferences > Communications Settings tab.

2. Find Wall Communications Setting

   Look for the Wall communications dropdown field.

3. Choose Notification Level

   Select one of these options:

   • Off: No email notifications
   • New Topic from Shipedge: Get emails only for new topics posted by ShipEdge (admin/warehouse)
   • New Topic or Reply from Shipedge: Get emails for new topics and replies from ShipEdge
   • New Topic or Reply from anyone: Get emails for all new topics and replies

4. Set Courtesy Copy (CC)

   Enter email addresses in the Courtesy Copy (cc) field to receive copies of wall communication emails.

5. Save Settings

   Click Save to apply your email notification preferences.

System-Level Email Settings

Warehouse managers and system admins can configure system-wide email settings:

1. Navigate to Email Configuration

   Go to Email Configuration page (warehouse/admin access required).

2. Open Wall Communication Tab

   Click the Wall Communication tab.

3. Configure Send Emails

   Choose when to send emails:

   • Disabled: No system emails sent
   • New posts: Send emails for new topics only
   • New posts and replies: Send emails for new topics and all replies

4. Set Notification Emails

   Enter email addresses in the Notification emails field for system-wide notifications.

5. Save Configuration

   Click Save to apply system-wide email settings.

Additional Features

Hours of Operation

View warehouse hours of operation:

1. Open Hours of Operation

   Click Hours of Operation link at the top of the Wall Communication page.

2. View Schedule

   A popup window shows the warehouse operating hours and schedule.

Wall Rates (Admin Only)

System administrators can access the Wall Rates page to view ratings and feedback:

1. Navigate to Wall Rates

   Click Wall Rates link at the top of the Wall Communication page (admin access only).

2. View Ratings

   See ratings and feedback submitted through the wall communication system.

Dashboard Charts (Seller Users)

Seller users see dashboard charts showing:

• Inventory Overview: Current inventory status
• Orders Status: Recent orders breakdown
• Expenses: Expense tracking and trends

These charts update automatically and provide quick insights into your account status.

Best Practices

Clear Subject Lines

When creating topics, be clear and specific about what you need. Include order numbers, SKUs, or specific details to help the team respond quickly.

One Topic Per Issue

Create separate topics for different issues or questions. This makes it easier to track and resolve each item.

Mark Resolved Topics

Mark topics as done when they’re resolved. This keeps the active wall clean and helps team members focus on open issues.

Use Replies for Follow-ups

Use the reply feature for follow-up questions or clarifications. This keeps the conversation organized in one thread.

Check Archived Topics

Before creating a new topic, check archived topics to see if your question was already answered.

Configure Email Notifications

Set up email notifications so you don’t miss important updates. Choose the notification level that works best for your workflow.

Troubleshooting

Cannot See Wall Communication

Problem: Wall Communication link doesn’t appear in navigation.

Solution:

1. Verify you’re logged in with a valid account
2. Check your user permissions (Wall Communication is available to all user types)
3. Contact your system administrator if the link is missing

Not Receiving Email Notifications

Problem: Email notifications are not arriving.

Solution:

1. Check your email notification settings in Preferences > Communications Settings
2. Verify your email address is correct in your profile
3. Check spam/junk folder for wall communication emails
4. Ensure “Wall communications” is not set to “Off”
5. Verify system email configuration if you’re a warehouse manager

Cannot Reply to Topics

Problem: Reply button doesn’t appear or doesn’t work.

Solution:

1. Ensure you’re logged in with appropriate permissions
2. Refresh the page and try again
3. Check if the topic is archived (archived topics may have limited reply options)
4. Verify your user type has reply permissions

Topic Not Showing

Problem: Created topic doesn’t appear on the wall.

Solution:

1. Refresh the page - topics may take a moment to appear
2. Check if you’re viewing the correct wall (account-specific vs. warehouse view)
3. Verify topic wasn’t filtered out by visibility settings
4. Check archived topics if topic was marked as done

Cannot Mark Topic as Done

Problem: Done button doesn’t appear or doesn’t work.

Solution:

1. Verify you have warehouse user or manager permissions (sellers cannot mark topics as done)
2. Ensure you’re viewing a topic you have permission to manage
3. Refresh the page and try again
4. Contact warehouse manager if you need topics marked as done

Related Documentation

• User Types & Permissions - Understand user roles and access levels
• Navigation Basics - Learn how to navigate ShipEdge Core
• Account Preferences - Configure account settings and preferences