# Table of Contents
- [Commslayer help center](#commslayer-help-center)
- [Setting up Commslayer | Help center](#setting-up-commslayer-help-center)
- [Tips and tricks (you didn't know about) | Help center](#tips-and-tricks-you-didn-t-know-about-help-center)
- [Enable external forwarding in Microsoft 365 | Help center](#enable-external-forwarding-in-microsoft-365-help-center)
- [How to add the chat widget to your Shopify store | Help center](#how-to-add-the-chat-widget-to-your-shopify-store-help-center)
- [Introduction to the AI agent | Help center](#introduction-to-the-ai-agent-help-center)
- [Migration to-do & checklist | Help center](#migration-to-do-checklist-help-center)
- [Standard email setup for Gmail / Google Workspace | Help center](#standard-email-setup-for-gmail-google-workspace-help-center)
- [Standard email setup for Microsoft 365 / Outlook | Help center](#standard-email-setup-for-microsoft-365-outlook-help-center)
- [From Gorgias to Commslayer | Help center](#from-gorgias-to-commslayer-help-center)
- [From Re:amaze to Commslayer | Help center](#from-re-amaze-to-commslayer-help-center)
- [Migrating data from other helpdesks | Help center](#migrating-data-from-other-helpdesks-help-center)
- [From Zendesk to Commslayer | Help center](#from-zendesk-to-commslayer-help-center)
- [From Help Scout to Commslayer | Help center](#from-help-scout-to-commslayer-help-center)
- [Connect your email | Help center](#connect-your-email-help-center)
- [Using automations | Help center](#using-automations-help-center)
- [Getting started | Help center](#getting-started-help-center)
- [Assigning tickets in Commslayer | Help center](#assigning-tickets-in-commslayer-help-center)
- [Spam management in Commslayer | Help center](#spam-management-in-commslayer-help-center)
- [Create a CSAT survey | Help center](#create-a-csat-survey-help-center)
- [How to setup the AI agent | Help center](#how-to-setup-the-ai-agent-help-center)
- [Setting up a contact form | Help center](#setting-up-a-contact-form-help-center)
- [Knowledge sources | Help center](#knowledge-sources-help-center)
- [Writing guidance | Help center](#writing-guidance-help-center)
- [Training the AI agent | Help center](#training-the-ai-agent-help-center)
- [How to hide the chat icon and trigger the chat with a link or button | Help center](#how-to-hide-the-chat-icon-and-trigger-the-chat-with-a-link-or-button-help-center)
- [Order tracking on the chat widget | Help center](#order-tracking-on-the-chat-widget-help-center)
- [Quick help links in the chat widget | Help center](#quick-help-links-in-the-chat-widget-help-center)
- [Customize the chat widget | Help center](#customize-the-chat-widget-help-center)
- [Setting up a help center | Help center](#setting-up-a-help-center-help-center)
- [Help center | Help center](#help-center-help-center)
- [Creating help categories to group articles | Help center](#creating-help-categories-to-group-articles-help-center)
- [Chat widget | Help center](#chat-widget-help-center)
- [Add help articles in multiple languages | Help center](#add-help-articles-in-multiple-languages-help-center)
- [Customizing the look and feel of the help center | Help center](#customizing-the-look-and-feel-of-the-help-center-help-center)
- [AI agent | Help center](#ai-agent-help-center)
- [Using Commslayer | Help center](#using-commslayer-help-center)
- [Understanding reports | Help center](#understanding-reports-help-center)
- [Overview report | Help center](#overview-report-help-center)
- [Agents report | Help center](#agents-report-help-center)
- [AI agent report | Help center](#ai-agent-report-help-center)
- [Reports | Help center](#reports-help-center)
- [Inboxes report | Help center](#inboxes-report-help-center)
- [Recharge integration | Help center](#recharge-integration-help-center)
- [Loop integration | Help center](#loop-integration-help-center)
- [Set up a custom domain for your help center | Help center](#set-up-a-custom-domain-for-your-help-center-help-center)
- [Skio integration | Help center](#skio-integration-help-center)
- [Judge.me + Commslayer integration guide | Help center](#judge-me-commslayer-integration-guide-help-center)
- [Integrations | Help center](#integrations-help-center)
- [Meta inbox not showing or stuck? | Help center](#meta-inbox-not-showing-or-stuck-help-center)
- [Why open tickets don't match your inbox count | Help center](#why-open-tickets-don-t-match-your-inbox-count-help-center)
- [Troubleshooting | Help center](#troubleshooting-help-center)
- [Basic troubleshooting | Help center](#basic-troubleshooting-help-center)
- [Conversations not loading? | Help center](#conversations-not-loading-help-center)
- [Your Gmail account has been rate limited Google | Help center](#your-gmail-account-has-been-rate-limited-google-help-center)
- [Order Editing | Help center](#order-editing-help-center)
- [Order Editing on the Thank-You Page | Help center](#order-editing-on-the-thank-you-page-help-center)
- [Connect Claude and ChatGPT via MCP | Help center](#connect-claude-and-chatgpt-via-mcp-help-center)
- [Order Editing on Chat Widget | Help center](#order-editing-on-chat-widget-help-center)
- [Add agents | Help center](#add-agents-help-center)
- [Connect Instagram & Messenger | Help center](#connect-instagram-messenger-help-center)
- [Standard email setup for other providers | Help center](#standard-email-setup-for-other-providers-help-center)
- [Connect your email to Commslayer – GoDaddy | Help center](#connect-your-email-to-commslayer-godaddy-help-center)
- [Connect your email to Commslayer – Cloudflare | Help center](#connect-your-email-to-commslayer-cloudflare-help-center)
- [Gmail quick setup | Help center](#gmail-quick-setup-help-center)
- [Connect your email to Commslayer – Namecheap | Help center](#connect-your-email-to-commslayer-namecheap-help-center)
- [Connect your email to Commslayer – Shopify | Help center](#connect-your-email-to-commslayer-shopify-help-center)
- [Gmail alias setup | Help center](#gmail-alias-setup-help-center)
- [Frequently Asked Questions | Help center](#frequently-asked-questions-help-center)
- [Connect your email to Commslayer – Zoho Mail | Help center](#connect-your-email-to-commslayer-zoho-mail-help-center)
- [Standard email setup for Proton Mail | Help center](#standard-email-setup-for-proton-mail-help-center)
- [Microsoft 365 alias setup | Help center](#microsoft-365-alias-setup-help-center)
- [Standard email setup for Titan Mail | Help center](#standard-email-setup-for-titan-mail-help-center)
- [How to work tickets efficiently in Commslayer | Help center](#how-to-work-tickets-efficiently-in-commslayer-help-center)
- [Understanding conversation views: All, Open, Resolved, and Pending | Help center](#understanding-conversation-views-all-open-resolved-and-pending-help-center)
- [AI agent capabilities and actions | Help center](#ai-agent-capabilities-and-actions-help-center)
- [How to change the email linked to your Shopify shop | Help center](#how-to-change-the-email-linked-to-your-shopify-shop-help-center)
- [Exclude products from AI recommendations | Help center](#exclude-products-from-ai-recommendations-help-center)
- [How does auto-assignment work? | Help center](#how-does-auto-assignment-work-help-center)
- [Connect AI agent to external systems with custom actions | Help center](#connect-ai-agent-to-external-systems-with-custom-actions-help-center)
- [Using Macros | Help center](#using-macros-help-center)
- [Build a shipping issues tracker with custom actions | Help center](#build-a-shipping-issues-tracker-with-custom-actions-help-center)
- [AI Agent Comments | Help center](#ai-agent-comments-help-center)
- [Keyboard Shortcuts in Commslayer | Help center](#keyboard-shortcuts-in-commslayer-help-center)
- [How do I mark a ticket as spam? | Help center](#how-do-i-mark-a-ticket-as-spam-help-center)
- [Teams report | Help center](#teams-report-help-center)
- [How to Export Your Ticket History | Help center](#how-to-export-your-ticket-history-help-center)
- [Labels report | Help center](#labels-report-help-center)
- [CSAT report | Help center](#csat-report-help-center)
- [How to disconnect WhatsApp from Commslayer | Help center](#how-to-disconnect-whatsapp-from-commslayer-help-center)
- [Gmail rate limit exceeded error | Help center](#gmail-rate-limit-exceeded-error-help-center)
- [Contact support to add email inbox | Help center](#contact-support-to-add-email-inbox-help-center)
- [How to enable AI social media comment moderation | Help center](#how-to-enable-ai-social-media-comment-moderation-help-center)
- [How to add another Shopify store to your Commslayer account | Help center](#how-to-add-another-shopify-store-to-your-commslayer-account-help-center)
- [How to move a Shopify store to a different Commslayer account | Help center](#how-to-move-a-shopify-store-to-a-different-commslayer-account-help-center)
- [How to Download a Conversation as a PDF | Help center](#how-to-download-a-conversation-as-a-pdf-help-center)
- [How to hide the chat widget on specific pages | Help center](#how-to-hide-the-chat-widget-on-specific-pages-help-center)
- [Testing the AI agent | Help center](#testing-the-ai-agent-help-center)
- [Managing spam | Help center](#managing-spam-help-center)
- [Enable AI agent without blowing up your support inbox | Help center](#enable-ai-agent-without-blowing-up-your-support-inbox-help-center)
---
# Commslayer help center
How to setup and use Commslayer
===============================
Search for the articles here or browse the categories below.
### Featured Articles
[Setting up Commslayer](https://app.commslayer.com/hc/help-center/articles/1719397922-how-to)
[Tips and tricks (you didn't know about)](https://app.commslayer.com/hc/help-center/articles/1729160271-quirks-and-features)
[Enable external forwarding in Microsoft 365](https://app.commslayer.com/hc/help-center/articles/1734521170-enable-external-forwarding-in-microsoft-365)
[Migration to-do & checklist](https://app.commslayer.com/hc/help-center/articles/1745923285-migration-to_do-checklist)
[How to add the chat widget to your Shopify store](https://app.commslayer.com/hc/help-center/articles/1741089207-how-to-add-chat-to-your-shopify-store)
[Introduction to the AI agent](https://app.commslayer.com/hc/help-center/articles/1741785323-ai-agent-and-playground-explained)
👋
### [Getting started](https://app.commslayer.com/hc/help-center/en/categories/getting-started)
How to get started with Commslayer
[Setting up Commslayer](https://app.commslayer.com/hc/help-center/articles/1719397922-how-to)
[Connect your email](https://app.commslayer.com/hc/help-center/articles/1769599502-connect-your-email)
[Standard email setup for Microsoft 365 / Outlook](https://app.commslayer.com/hc/help-center/articles/1769599503-standard-email-setup-for-microsoft-365-outlook)
[Enable external forwarding in Microsoft 365](https://app.commslayer.com/hc/help-center/articles/1734521170-enable-external-forwarding-in-microsoft-365)
[Standard email setup for Gmail / Google Workspace](https://app.commslayer.com/hc/help-center/articles/1769599503-standard-email-setup-for-gmail-google-workspace)
19 articles
[View all](https://app.commslayer.com/hc/help-center/en/categories/getting-started)
🔌
### [Migrating data from other helpdesks](https://app.commslayer.com/hc/help-center/en/categories/migrating-data-from-other-helpdesks)
How to migrate your data from other platforms
[Migration to-do & checklist](https://app.commslayer.com/hc/help-center/articles/1745923285-migration-to_do-checklist)
[From Gorgias to Commslayer](https://app.commslayer.com/hc/help-center/articles/1724752255-from-gorgias-to-commslayer)
[From Re:amaze to Commslayer](https://app.commslayer.com/hc/help-center/articles/1724751433-how-to-migrate-from-re-amaze)
[From Help Scout to Commslayer](https://app.commslayer.com/hc/help-center/articles/1740028807-from-help-scout-to-commslayer)
[From Zendesk to Commslayer](https://app.commslayer.com/hc/help-center/articles/1771928461-from-zendesk-to-commslayer)
5 articles
[View all](https://app.commslayer.com/hc/help-center/en/categories/migrating-data-from-other-helpdesks)
🧑💻
### [Using Commslayer](https://app.commslayer.com/hc/help-center/en/categories/using-commslayer)
[Using automations](https://app.commslayer.com/hc/help-center/articles/1754908932-using-automations)
[Spam management in Commslayer](https://app.commslayer.com/hc/help-center/articles/1758104197-spam-management-in-commslayer)
[Assigning tickets in Commslayer](https://app.commslayer.com/hc/help-center/articles/1765362536-assigning-tickets-in-commslayer)
[Setting up a contact form](https://app.commslayer.com/hc/help-center/articles/1749711156-how-to)
[Create a CSAT survey](https://app.commslayer.com/hc/help-center/articles/1754908736-c)
18 articles
[View all](https://app.commslayer.com/hc/help-center/en/categories/using-commslayer)
✨
### [AI agent](https://app.commslayer.com/hc/help-center/en/categories/ai-agent)
Speed up your support with AI
[Introduction to the AI agent](https://app.commslayer.com/hc/help-center/articles/1741785323-ai-agent-and-playground-explained)
[How to setup the AI agent](https://app.commslayer.com/hc/help-center/articles/1754482484-how-to-setup-ai-agent)
[Training the AI agent](https://app.commslayer.com/hc/help-center/articles/1768290162-training-the-ai-agent)
[Writing guidance](https://app.commslayer.com/hc/help-center/articles/1768289190-writing-guidance)
[Knowledge sources](https://app.commslayer.com/hc/help-center/articles/1768290163-knowledge-sources)
13 articles
[View all](https://app.commslayer.com/hc/help-center/en/categories/ai-agent)
💬
### [Chat widget](https://app.commslayer.com/hc/help-center/en/categories/chat-widget)
[How to add the chat widget to your Shopify store](https://app.commslayer.com/hc/help-center/articles/1741089207-how-to-add-chat-to-your-shopify-store)
[How to hide the chat icon and trigger the chat with a link or button](https://app.commslayer.com/hc/help-center/articles/1737615520-how-to-hide-the-chat-icon-and-trigger-the-chat-with-a-link-or-button)
[Customize the chat widget](https://app.commslayer.com/hc/help-center/articles/1753434898-customize-the-chat-widget)
[Quick help links in the chat widget](https://app.commslayer.com/hc/help-center/articles/1754908272-popular-links-in-the-chat-widget)
[Order tracking on the chat widget](https://app.commslayer.com/hc/help-center/articles/1754908316-order-tracking-on-the-chat-widget)
6 articles
[View all](https://app.commslayer.com/hc/help-center/en/categories/chat-widget)
🛟
### [Help center](https://app.commslayer.com/hc/help-center/en/categories/help-center)
How to enable a help center page with Commslayer
[Setting up a help center](https://app.commslayer.com/hc/help-center/articles/1754908468-setting-up-a-help-center-for-your-shopify)
[Creating help categories to group articles](https://app.commslayer.com/hc/help-center/articles/1754908549-creating-categories-to-group-articles)
[Add help articles in multiple languages](https://app.commslayer.com/hc/help-center/articles/1754908587-support-multiple-languages-by-adding-locales)
[Customizing the look and feel of the help center](https://app.commslayer.com/hc/help-center/articles/1754908614-customizing-the-look-and-feel-of-the-help-center)
[Set up a custom domain for your help center](https://app.commslayer.com/hc/help-center/articles/1756107455-set-up-a-custom-domain-for-your-help-center)
5 articles
[View all](https://app.commslayer.com/hc/help-center/en/categories/help-center)
📊
### [Reports](https://app.commslayer.com/hc/help-center/en/categories/reports)
Understand your helpdesk performance with reports on tickets, agents, AI, and customer satisfaction.
[Understanding reports](https://app.commslayer.com/hc/help-center/articles/1769511273-understanding-reports)
[Overview report](https://app.commslayer.com/hc/help-center/articles/1769511273-overview-report)
[Agents report](https://app.commslayer.com/hc/help-center/articles/1769511274-agents-report)
[AI agent report](https://app.commslayer.com/hc/help-center/articles/1769511275-ai-agent-report)
[Inboxes report](https://app.commslayer.com/hc/help-center/articles/1769511276-inboxes-report)
8 articles
[View all](https://app.commslayer.com/hc/help-center/en/categories/reports)
⛓️
### [Integrations](https://app.commslayer.com/hc/help-center/en/categories/integrations)
How to integrate Commslayer with other apps
[Connect Claude and ChatGPT via MCP](https://app.commslayer.com/hc/help-center/articles/1768296514-connect-claude-and-chatgpt-via-mc)
[Judge.me + Commslayer integration guide](https://app.commslayer.com/hc/help-center/articles/1758091261-judge-me-commslayer-integration-guide)
[Recharge integration](https://app.commslayer.com/hc/help-center/articles/1764601829-recharge-integration)
[Loop integration](https://app.commslayer.com/hc/help-center/articles/1768478738-loop-subscription-actions)
[Skio integration](https://app.commslayer.com/hc/help-center/articles/1768544460-skio-integration)
6 articles
[View all](https://app.commslayer.com/hc/help-center/en/categories/integrations)
🔍
### [Troubleshooting](https://app.commslayer.com/hc/help-center/en/categories/troubleshooting)
Resolutions and useful tips to different common scenarios
[Why open tickets don't match your inbox count](https://app.commslayer.com/hc/help-center/articles/1764165204-why-open-tickets-don-t-match-your-inbox-count)
[Meta inbox not showing or stuck?](https://app.commslayer.com/hc/help-center/articles/1755678452-meta-inbox-not-showing-or-stuck)
[Basic troubleshooting](https://app.commslayer.com/hc/help-center/articles/1764323033-basic-troubleshooting)
[Your Gmail account has been rate limited Google](https://app.commslayer.com/hc/help-center/articles/1765979621-your-gmail-account-has-been-rate-limited-google)
[Conversations not loading?](https://app.commslayer.com/hc/help-center/articles/1757404609-conversations-not-loading)
7 articles
[View all](https://app.commslayer.com/hc/help-center/en/categories/troubleshooting)
🛒
### [Order Editing](https://app.commslayer.com/hc/help-center/en/categories/order-editing)
Let customers make changes to their order right after checkout.
[Order Editing on the Thank-You Page](https://app.commslayer.com/hc/help-center/articles/1774626631-how-to-edit-your-order-after-checkout)
[Order Editing on Chat Widget](https://app.commslayer.com/hc/help-center/articles/1775141249-order-editing-on-chat-widget)
2 articles
[View all](https://app.commslayer.com/hc/help-center/en/categories/order-editing)
---
# Setting up Commslayer | Help center
[Home](https://app.commslayer.com/hc/help-center/en)
[Getting started](https://app.commslayer.com/hc/help-center/en/categories/getting-started)
Setting up Commslayer
Setting up Commslayer
=====================
Last updated on Feb 02, 2026
Ready to get your helpdesk up and running? Here's everything you need.
1\. Install the app[#](https://app.commslayer.com/hc/help-center/articles/1719397922-how-to#1-install-the-app "1. Install the app")
------------------------------------------------------------------------------------------------------------------------------------
* Head to the [Shopify App Store](https://apps.shopify.com/commslayer)
* Click install
* Create your account and sign in
Done. You're in.
2\. Moving from another platform?[#](https://app.commslayer.com/hc/help-center/articles/1719397922-how-to#2-moving-from-another-platform "2. Moving from another platform?")
-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------
If you're switching from Gorgias, Re:amaze, Zendesk, or Help Scout, start here: [Migration checklist](https://app.commslayer.com/hc/help-center/articles/1745923285-migration-to_do-checklist)
3\. Connect your email[#](https://app.commslayer.com/hc/help-center/articles/1719397922-how-to#3-connect-your-email "3. Connect your email")
---------------------------------------------------------------------------------------------------------------------------------------------
Your support email is probably the first channel you'll want set up.
**[Connect your email →](https://app.commslayer.com/hc/help-center/articles/1769599502-connect-your-email)
**
That guide covers both setup options:
* **Standard setup** (10 min) — Works with any provider, no sending limits
* **Gmail quick setup** (2 min) — Instant, but capped at 1,500 emails/day
4\. Invite your team[#](https://app.commslayer.com/hc/help-center/articles/1719397922-how-to#4-invite-your-team "4. Invite your team")
---------------------------------------------------------------------------------------------------------------------------------------
Got people to help you handle support? Add them now so they're ready when messages start flowing.
**To add an agent:**
1. Go to **Settings → Agents**
2. Click **Add agent**
3. Enter their name, email, and role
4. They'll get an activation email to set up their account
**Roles explained:**
* **Agent** — Can view and respond to conversations in their assigned inboxes. The standard support rep role.
* **Manager** — Everything agents can do, plus: manage inboxes, create automation rules, configure the AI agent, export conversations, and update account settings. Good for team leads.
* **Administrator** — Full access. Can add and remove team members, manage billing, and configure everything. Usually the account owner.
Once your team is set up, you can assign agents to specific inboxes so they only see relevant conversations. [How to assign agents to inboxes →](https://app.commslayer.com/hc/help-center/articles/1730703368-how-to-add-an-agent)
5\. Make your messages look good[#](https://app.commslayer.com/hc/help-center/articles/1719397922-how-to#5-make-your-messages-look-good "5. Make your messages look good")
---------------------------------------------------------------------------------------------------------------------------------------------------------------------------
Set up your signature:
1. Go to **Profile settings**
2. Upload a profile picture (optional)
3. Scroll to **Message signature** and customize it
6\. Quick responses at your fingertips[#](https://app.commslayer.com/hc/help-center/articles/1719397922-how-to#6-quick-responses-at-your-fingertips "6. Quick responses at your fingertips")
---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
Save time with canned responses:
1. Go to **Settings** → **Canned responses**
2. Create templates for common questions
3. Use them by typing `/` in any conversation
Pro tip: Add personalized info like order numbers or tracking URLs using `{{` in your templates.
What's next?[#](https://app.commslayer.com/hc/help-center/articles/1719397922-how-to#whats-next "What's next?")
----------------------------------------------------------------------------------------------------------------
You're set up to handle email. Here's what else you can do:
* **Add live chat** — [How to add the chat widget to your store →](https://app.commslayer.com/hc/help-center/articles/1741089207-how-to-add-chat-to-your-shopify-store)
* **Connect Instagram & Messenger** — [Connect Instagram & Messenger →](https://app.commslayer.com/hc/help-center/articles/1770012862-connect-instagram-messenger)
* **Set up AI Agent** — [Introduction to the AI agent →](https://app.commslayer.com/hc/help-center/articles/1741785323-ai-agent-and-playground-explained)
* **Create automations** — [Using automations →](https://app.commslayer.com/hc/help-center/articles/1754908932-using-automations)
* **Create a Help center** — [Setting up a Help center →](https://app.commslayer.com/hc/help-center/articles/1754908468-setting-up-a-help-center-for-your-shopify)
* **Learn the shortcuts** — [Tips and tricks you didn't know about →](https://app.commslayer.com/hc/help-center/articles/1729160271-quirks-and-features)
* * *
Questions? Reach out at karri@commslayer.com
---
# Tips and tricks (you didn't know about) | Help center
[Home](https://app.commslayer.com/hc/help-center/en)
[Using Commslayer](https://app.commslayer.com/hc/help-center/en/categories/using-commslayer)
Tips and tricks (you didn't know about)
Tips and tricks (you didn't know about)
=======================================
Last updated on Mar 09, 2026
Commslayer has many undocumented quirks and features. Some are useful, some aren’t. But all are good to know!
In this living document, I’ll walk you through some essential tricks:
* [Bulk editing tickets – how to select multiple tickets at once](https://app.commslayer.com/hc/help-center/articles/1729160271-quirks-and-features#bulk-editing-tickets-how-to-select-multiple-tickets-at-once)
* [Sorting & filtering conversation list](https://app.commslayer.com/hc/help-center/articles/1729160271-quirks-and-features#sorting-and-filtering-conversation-list)
* [CMD + K opens the console](https://app.commslayer.com/hc/help-center/articles/1729160271-quirks-and-features#cmd-k-opens-the-console)
* [How to trigger automation based on the subject line or message content](https://app.commslayer.com/hc/help-center/articles/1729160271-quirks-and-features#how-to-trigger-automation-based-on-the-subject-line-or-message-content)
* [My new agent can’t see any inboxes?!](https://app.commslayer.com/hc/help-center/articles/1729160271-quirks-and-features#my-new-agent-can-t-see-any-inboxes)
* [How to add new views](https://app.commslayer.com/hc/help-center/articles/1729160271-quirks-and-features#how-to-add-new-views)
* [How to mention other people on private note](https://app.commslayer.com/hc/help-center/articles/1729160271-quirks-and-features#how-to-mention-other-people-on-private-notes)
### Bulk editing tickets – how to select multiple tickets at once
This is a slightly unintuitive easter egg in the UI.
### Sorting & filtering conversation list
This little dropdown causes 20% of my support load. You can use it to switch between different ticket statuses (Open, Snoozed, Resolved, All, etc.).
If you leave it on 'ALL', you'll see all your tickets on the conversation list. Remember to switch back to 'Open' to just see the new open conversations when you play around with it.
### CMD + K opens the console
Makes switching between dark and light mode easy.
### How to trigger an automation based on the subject line or message content
Many are using this to build spam filters as the app doesn't have a built-in spam folder. Switch the triggering event to "_Message created_" and you'll find the "_Message content_" option.
### My new agent can’t see any inboxes?!
You need to add them to Commslayer. You can do it under **Settings → Agents** and assign inboxes to that agent.
### How to add new views
Adding a new view is easy, but saving it isn't as intuitive
1. Click the **+** icon beside **Views**.
2. Select **New View**.
3. Configure the view - add a name, choose the ticket status, and select the assignee.
4. Click **Create View** to save it.
### How to mention other people on private notes
Just '@' them!
---
# Enable external forwarding in Microsoft 365 | Help center
[Home](https://app.commslayer.com/hc/help-center/en)
[Getting started](https://app.commslayer.com/hc/help-center/en/categories/getting-started)
Enable external forwarding in Microsoft 365
Enable external forwarding in Microsoft 365
===========================================
Last updated on Feb 02, 2026
If you're having trouble forwarding emails to Commslayer, it's often because Microsoft 365 blocks external forwarding by default. When this happens, you'll likely receive an error message in your inbox that looks like this:
550 5.7.520 Access denied, Your organization does not allow external forwarding. Please contact your administrator for further assistance. AS(7550)
This message can be misleading—it might sound like Commslayer rejected the email. In reality, Microsoft 365 blocked the email from even leaving your account because external forwarding isn't enabled. To fix this, you'll need to adjust your Microsoft 365 settings by following these steps.
* * *
### Step 1: Sign in to Microsoft 365 admin center
1. Go to the [Microsoft 365 Admin Center](https://admin.microsoft.com/)
and sign in with your admin credentials.
2. Navigate to the [Microsoft Defender Portal](https://security.microsoft.com/)
.
* * *
### Step 2: Access the outbound spam filter policy
1. In the Microsoft Defender Portal, go to **Email & collaboration** > **Policies & rules**.
2. Select **Threat policies**, then click on **Anti-spam outbound policy (Default)**.
3. Under **Protection settings**, find the section labeled **Automatic forwarding rules**.
4. Click **Edit protection settings**.
5. In the **Forwarding rules** section, change the dropdown to **On - Forwarding is enabled**.
6. In the **Restriction placed on users who reach the message limit** section, set the option to **No action, alert only** to avoid unnecessary disruptions if limits are reached.
5. Click **Save** to confirm the changes.
* * *
### Step 3: Redirect emails instead of forwarding
For Commslayer to function properly, emails need to be **redirected** rather than simply forwarded. Forwarded emails appear to come from the original sender, which can interfere with proper delivery. Redirected emails maintain the original sender's information, ensuring seamless integration with Commslayer.
**How to set up email redirection**
1. Sign in to your **Outlook on the Web** account.
2. Go to **Settings** > **Mail** > **Rules**.
3. Create a new rule with the following settings:
* **Condition**: Apply to all messages (or set a specific condition as needed).
* **Action**: Select **Redirect to** and enter the Commslayer email address.
4. Check the option to **Stop processing more rules** to ensure this rule applies correctly.
5. Save the rule.
* * *
### Step 4: Test email redirection
1. Send a test email to the account with redirection enabled.
2. Confirm that the email successfully redirects to your Commslayer account while retaining the original sender's details.
* * *
### Troubleshooting
If you still encounter issues:
* Double-check that the **Outbound spam filter policy** was updated and saved.
* Ensure that your organization's security policies allow external forwarding and redirection.
* Verify that the redirection rule in Outlook was set up correctly with no conflicting rules.
* Confirm that the redirection address is correct and active.
For further assistance, contact your IT administrator or Microsoft 365 support.
---
# How to add the chat widget to your Shopify store | Help center
[Home](https://app.commslayer.com/hc/help-center/en)
[Chat widget](https://app.commslayer.com/hc/help-center/en/categories/chat-widget)
How to add the chat widget to your Shopify store
How to add the chat widget to your Shopify store
================================================
Last updated on Mar 19, 2026
Follow these steps to install the Commslayer chat widget on your Shopify store.
* * *
**1\. Open Inboxes and click Add inbox**
1. Log into your Commslayer account.
2. Click **Settings** in the left-hand menu.
3. Navigate to **Inboxes**.
4. Click the **Add inbox** button in the top-right corner.
* * *
**2\. Choose the Chat widget channel**
1. You'll see a list of available channels: Chat widget, Email, Meta comments & DMs, TikTok, WhatsApp, [Judge.me](http://judge.me/)
, and Aircall.
2. Select **Chat widget**.
* * *
**3\. Create your inbox**
1. Select the **Store** this inbox will be associated with.
2. Fill in the **Inbox name**, **Welcome heading**, and **Welcome tagline** under Copywriting.
3. Customize the widget under **Branding**. Upload a logo and choose a widget color.
4. Optionally configure **Quick help links**, **Pre-chat form**, **Business hours**, and **CSAT surveys**.
5. Click **Create inbox** at the bottom of the page.
* * *
**4\. Add agents**
1. You'll be prompted to add agents — the team members who will respond to incoming chats.
2. Select agents from the dropdown and click **Add agents** to confirm.
> **Note:** As an administrator, add yourself as an agent to each inbox you create if you need access to all messages.
* * *
**5\. Enable the chat widget on your store**
1. After adding agents, you'll see the **Enable chat on your store** screen.
2. Your chat widget won't appear on your store until you enable it in Shopify.
3. Click **Enable in theme editor** — this will open your Shopify theme editor directly.
4. In the theme editor, go to the **App embeds** tab in the left sidebar.
5. Find **Commslayer chat widget** and toggle it **on**.
6. Click **Save** in the top-right corner of the theme editor.
* * *
**6\. Verify the chat widget**
1. Open your Shopify storefront (live or preview mode).
2. Look for the Commslayer chat icon in the bottom corner of the page.
3. Send a test message to confirm everything is working correctly.
* * *
**You're all set!**
Your chat widget is now live on your Shopify store. Any messages from customers will appear in your Commslayer inbox.
If you run into any issues:
* Make sure the Commslayer chat widget is **toggled on** in the Shopify theme editor App embeds tab.
* Double-check that at least one agent is added to the inbox.
* Reach out to us at [karri@commslayer.com](mailto:karri@commslayer.com)
if the widget still isn't showing.
Happy chatting!
---
# Introduction to the AI agent | Help center
[Home](https://app.commslayer.com/hc/help-center/en)
[AI agent](https://app.commslayer.com/hc/help-center/en/categories/ai-agent)
Introduction to the AI agent
Introduction to the AI agent
============================
Last updated on Feb 23, 2026
What is the AI Agent?
---------------------
The AI Agent is an autonomous support bot that handles customer tickets without human intervention. Built specifically for Shopify stores, it manages common support tasks that plague e-commerce stores. You can customize its tone, leverage your store data, and provide specific instructions for handling tickets.
When enabled, the AI Agent is automatically assigned to new tickets and responds immediately unless configured otherwise. Human agents can remove the AI Agent from any conversation as needed.
Key Features
------------
**Require approval** Not ready to let AI respond on its own? Enable "Require approval" and your team reviews every message and action before it reaches the customer. Approve, edit, or hand over. The safest way to get started.
**Playground** Test the AI Agent safely by simulating conversations using your actual Shopify customer data.
**Shopify Actions** The agent performs essential e-commerce tasks:
* Order tracking and shipping updates
* Address modifications
* Order cancellations
* Item replacements (size, color changes)
* Order tagging
* Standard helpdesk functions (ticket assignment, private notes)
**Knowledge & Guidance** Train the agent using your store's products, store pages, help articles, canned responses, text snippets and custom guidances for specific support scenarios. Commslayer also auto-suggests saving knowledge when your team responds to AI handovers or edits AI drafts.
**Multi-Platform Support** Deploy across email, live chat, direct messages, and social media comments.
**Ask human agent** When the AI gets stuck, it can pause and ask your team for input instead of handing over the entire conversation. The answer is saved to AI knowledge so the AI learns for next time.
Common Questions
----------------
_**How do I prevent hallucinations?**_
The agent is programmed to handover tickets when uncertain about available knowledge or guidance. The most effective prevention method is rigorous testing in the Playground using your historical tickets. Users who thoroughly test against old tickets see the best results.
_**Can I limit which tickets the agent handles?**_
Yes, in two ways. Start with **Require approval** mode so the AI drafts responses but nothing is sent without your team's review. Once you're confident, turn off approval and use **"Restrict to enabled intents"** so the AI only handles tickets that match your guidance scenarios. Everything else gets handed over to your team.
_**What model powers the agent?**_
We use multiple providers with proprietary technology for testing, evaluation, and tool execution. Our agent reliably follows complex, multi-step processes without the $1-per-ticket costs charged by other platforms.
_**How do I add custom documents to the knowledge base?**_
Copy your documentation into help center articles and leave them in draft status. Control which articles the AI Agent accesses through Knowledge settings.
Alternatively, add text snippets to cover specific topics, FAQs, or policies directly. PDF and spreadsheet uploads are not currently supported.
_**Does the agent work with multiple stores?**_
The AI Agent functions across all stores connected to your account, but shares knowledge between them. For separate brands, use distinct Commslayer accounts (easily switchable via the top-left dropdown menu).
_**Can the agent process customer images?**_
Yes! AI agent is able to access and analyze pictures sent by customers.
---
# Migration to-do & checklist | Help center
[Home](https://app.commslayer.com/hc/help-center/en)
[Migrating data from other helpdesks](https://app.commslayer.com/hc/help-center/en/categories/migrating-data-from-other-helpdesks)
Migration to-do & checklist
Migration to-do & checklist
===========================
Last updated on Apr 09, 2026
**Step 1: Install the app**
Install Commslayer from the Shopify App Store: [https://apps.shopify.com/commslayer](https://apps.shopify.com/commslayer)
**Step 2: Run the migration tool for Gorgias/Help Scout/Re:amaze/Zendesk**
Create API keys in your old platform and run the migration tool under **Settings → Account settings**. The import won't affect your current helpdesk operations.
* It usually takes between 1 hour to 1 day.
* This is a one-time import. If you want a fresh import later, you'll need to delete the old inbox and rerun it.
API key instructions for each platform:
* [From Gorgias to Commslayer →](https://app.commslayer.com/hc/help-center/articles/1724752255-from-gorgias-to-commslayer)
* [From Re:amaze to Commslayer →](https://app.commslayer.com/hc/help-center/articles/1724751433-how-to-migrate-from-re-amaze)
* [From Help Scout to Commslayer →](https://app.commslayer.com/hc/help-center/articles/1740028807-from-help-scout-to-commslayer)
**⚠️ Important: The import inbox is read-only**
The migration tool creates a separate inbox just for storing your conversation history. You cannot reply to tickets through this inbox.
To handle new tickets and send responses, you need to set up a real email inbox in Step 6. Until that's done, you can view imported conversations but not respond to them.
**Step 3: Create a Meta inbox**
Go to **Settings → Inboxes → Add inbox → Meta**
* Meta can stay connected to multiple apps at once.
* You'll get two inboxes:
* One for DMs (Facebook & Instagram)
* One for comments on ads and posts
_(Optional: Enable AI social media moderation under AI Agent → Social Media Moderation.)_
**Step 4: Create a Help Center**
Copy and paste your help articles into your new Commslayer Help Center. You can create a help center here:
Go to **Help center → New article**
**Step 5: Set up automation rules**
Add any missing automation rules manually. These don't get imported.
Go to **Settings → Automations**
**Step 6: Connect Gmail or set up an email inbox**
Follow this guide: [Connect your email →](https://app.commslayer.com/hc/help-center/articles/1769599502-connect-your-email)
_Important:_
Don't leave Gmail connected to multiple helpdesks for too long. Google might throttle your ability to reply to tickets via API.
**Step 7: Review canned responses**
Check that the variables work. You can see available variables by typing `{{` inside the text editor.
**Step 8: Invite your agents**
Invite your team to Commslayer and make sure everyone sets up their email signatures. You can do it under **Settings → Agents**
**Step 9: Test your setup**
Send a test message through every channel (email, chat, social media) to make sure everything works.
**Step 10: Make the switch**
This is the moment you flip from your old helpdesk to Commslayer. The cleanest way to handle it:
1. Keep replying from your old helpdesk while you finish setup
2. Re-run the migration to pick up the latest status changes (resolved tickets in the old tool come over as resolved)
3. Redirect your email to Commslayer
4. Disconnect your inbox from your old helpdesk
5. From this point on, handle all new tickets in Commslayer. New conversations only land here now. Don't keep checking your old helpdesk for new ones.
6. Wrap up the leftover old tickets directly in your old helpdesk. No new tickets will arrive there since the redirect is gone, but you can still reply to clear out the rest.
**What about replies sent from the old helpdesk during the transition?**
You don't lose them. Two things happen:
* **Threading carries the conversation.** Most helpdesks thread emails correctly. When your customer replies back, the full conversation comes through and lands in Commslayer in the right thread.
* **If your inbox is connected directly (not just redirect), it's even tighter.** When Commslayer is connected to your mailbox via API, every reply sent from the old tool through that same mailbox shows up automatically as a real message, not just as quoted context.
**Why you can't run both at once for new tickets**
Email redirects usually only point to one destination at a time. Once you flip the redirect to Commslayer, new tickets stop arriving in the old tool. That's fine. You can still reply to whatever's left.
* * *
**Final checklist**
* Helpdesk data has been migrated successfully
* All agents are invited
* Every agent has set up their signature
* All automations are in place
* All canned responses work and have correct variables
* Autoresponders are set up (if needed)
* Business hours are enabled (if needed)
* Test messages have been sent from every channel
If you've any questions or need help, send a message to [karri@commslayer.com](mailto:karri@commslayer.com)
---
# Standard email setup for Gmail / Google Workspace | Help center
[Home](https://app.commslayer.com/hc/help-center/en)
[Getting started](https://app.commslayer.com/hc/help-center/en/categories/getting-started)
Standard email setup for Gmail / Google Workspace
Standard email setup for Gmail / Google Workspace
=================================================
Last updated on Mar 03, 2026
Connect your Gmail or Google Workspace email to Commslayer using the recommended Standard setup. This gives you unlimited sending with no daily caps.
**Time required:** About 10 minutes
**Note:** This is different from Gmail Quick Setup (OAuth). Standard setup requires DNS configuration but removes the 1,500 emails/day limit.
Before you start
----------------
You'll need:
* Access to your domain's DNS settings (GoDaddy, Namecheap, Cloudflare, Google Domains, Shopify, etc.)
* An email address on your domain (like [support@yourstore.com](mailto:support@yourstore.com)
) with a mailbox you can forward from
**Don't use personal Gmail addresses.** Free @gmail.com addresses like [yourname@gmail.com](mailto:yourname@gmail.com)
or [yourstorename@gmail.com](mailto:yourstorename@gmail.com)
won't work with Standard setup. You need a Google Workspace email on your own domain.
Step 1: Create your inbox in Commslayer
---------------------------------------
1. Go to **Settings → Inboxes** and click **Add inbox**
2. Select \*\*Email \*\*
3. Choose **Standard setup** (the recommended option)
4. Enter your support email address (e.g., [support@yourstore.com](mailto:support@yourstore.com)
)
5. Give your inbox a name (e.g., "Support" or your store name)
6. Click \*\*Create inbox \*\*
Step 2: Add DNS records
-----------------------
Commslayer will show you two DNS records to add. These let us send emails on your behalf.
### Add the DKIM record
1. Log in to your domain registrar (where you manage your domain's DNS)
2. Find DNS settings or DNS management
3. Add a new **TXT** record:
* **Name/Host:** Copy from Commslayer (looks like `xxxxxxxx._domainkey`)
* **Value:** Copy the long string from Commslayer
* **TTL:** Leave as default
4. Save the record
### Add the Return-Path record
1. Add a new **CNAME** record:
* **Name/Host:** Copy from Commslayer (looks like `pm-bounces`)
* **Value:** Copy from Commslayer
* **TTL:** Leave as default
2. Save the record
### Verify your records
Click **Verify** in Commslayer. Records usually verify within a few minutes, but can take up to 48 hours to propagate.
**Tip:** If you're using Cloudflare, make sure the proxy is set to "DNS only" (gray cloud) for these records.
Step 3: Set up email forwarding in Gmail
----------------------------------------
1. Open Gmail and click the gear icon → **See all settings**
2. Go to the **Forwarding and POP/IMAP** tab
3. Click **Add a forwarding address**
4. Paste the forwarding address from Commslayer
5. Click **Next**, then **Proceed**
6. **Important:** Google sends a confirmation email to Commslayer. Open your Commslayer inbox, find the email from Google, and click the confirmation link. Forwarding won't work until you do this.
7. Back in Gmail settings, select **Forward a copy of incoming mail to** and choose your Commslayer address
8. Choose **keep Gmail's copy in the Inbox** (recommended)
9. Click **Save Changes**
Step 4: Test your setup
-----------------------
Send a test email to your support address from a different email account. It should appear in your Commslayer inbox within a minute or two.
Only new forwarded emails will appear in Commslayer. Historical emails are not imported.
What changes with Standard setup
--------------------------------
With Standard setup, Commslayer sends emails through our servers instead of Gmail's servers.
**Sent emails won't appear in Gmail.** Your replies to customers will only be visible in Commslayer. They won't show up in Gmail's Sent folder. Incoming emails still appear in both Gmail and Commslayer (since they're forwarded).
This is normal. Commslayer becomes your main workspace for customer conversations.
Common issues
-------------
### DNS records not verifying
* Wait up to 48 hours for propagation (usually much faster)
* Check [whatsmydns.net](https://www.whatsmydns.net/)
to see if your records have propagated
* Make sure you didn't include your domain twice in the Name field
* If using Cloudflare, ensure proxy is off (gray cloud)
### Forwarding not working
* Check your Commslayer inbox for the Google confirmation email. You must click the link before forwarding activates
* Verify forwarding is enabled in Gmail settings (not just added)
* Check that the correct forwarding address is selected
### Emails not appearing in Commslayer
* Make sure no Gmail filters are intercepting emails before forwarding
Need help?
----------
Contact us at [karri@commslayer.com](mailto:karri@commslayer.com)
if you get stuck.
---
# Standard email setup for Microsoft 365 / Outlook | Help center
[Home](https://app.commslayer.com/hc/help-center/en)
[Getting started](https://app.commslayer.com/hc/help-center/en/categories/getting-started)
Standard email setup for Microsoft 365 / Outlook
Standard email setup for Microsoft 365 / Outlook
================================================
Last updated on Mar 03, 2026
Connect your Microsoft 365 or Outlook email to Commslayer using the recommended Standard setup. This gives you unlimited sending with no daily caps.
**Time required:** About 10 minutes
Before you start
----------------
You'll need:
* Admin access to your Microsoft 365 account
* Access to your domain's DNS settings (GoDaddy, Namecheap, Cloudflare, Shopify, etc.)
* An email address on your domain (like [support@yourstore.com](mailto:support@yourstore.com)
) with a mailbox you can forward from — not a free @gmail.com address
Step 1: Create your inbox in Commslayer
---------------------------------------
1. Go to **Settings → Inboxes** and click **Add inbox**
2. Select \*\*Email \*\*
3. Choose **Standard setup** (the recommended option)
4. Enter your support email address (e.g., [support@yourstore.com](mailto:support@yourstore.com)
)
5. Give your inbox a name (e.g., "Support" or your store name)
6. Click \*\*Create inbox \*\*
Step 2: Add DNS records
-----------------------
Commslayer will show you two DNS records to add. These let us send emails on your behalf.
### Add the DKIM record
1. Log in to your domain registrar (where you bought your domain)
2. Find DNS settings or DNS management
3. Add a new **TXT** record:
* **Name/Host:** Copy from Commslayer (looks like `xxxxxxxx._domainkey`)
* **Value:** Copy the long string from Commslayer
* **TTL:** Leave as default
4. Save the record
### Add the Return-Path record
1. Add a new **CNAME** record:
* **Name/Host:** Copy from Commslayer (looks like `pm-bounces`)
* **Value:** Copy from Commslayer
* **TTL:** Leave as default
2. Save the record
### Verify your records
Click **Verify** in Commslayer. Records usually verify within a few minutes, but can take up to 48 hours to propagate.
**Troubleshooting:** If verification fails, double-check that you copied the values exactly. Some registrars automatically add your domain to the end - if so, remove your domain from the Name field.
Step 3: Enable external forwarding in Microsoft 365
---------------------------------------------------
Microsoft 365 blocks external forwarding by default. You need to enable it before emails can reach Commslayer.
[**Enable external forwarding in Microsoft 365 →**](https://app.commslayer.com/hc/help-center/articles/1734521170-enable-external-forwarding-in-microsoft-365)
— Follow this guide for step-by-step instructions with screenshots.
**Quick version:**
1. Go to the [Microsoft Defender Portal](https://security.microsoft.com/)
2. Navigate to **Email & collaboration → Policies & rules → Threat policies**
3. Click **Anti-spam outbound policy (Default)** → **Edit protection settings**
4. Set **Forwarding rules** to **On - Forwarding is enabled**
5. Set **Restriction placed on users who reach the message limit** to **No action, alert only**
6. Save
Then set up email redirection in Outlook:
1. Sign in to [Outlook on the web](https://outlook.office.com/)
2. Go to **Settings → Mail → Rules**
3. Create a new rule: Apply to all messages → **Redirect to** → paste the Commslayer forwarding address
4. Check **Stop processing more rules**
5. Save the rule
Step 4: Test your setup
-----------------------
Send a test email to your support address from a different email account. It should appear in your Commslayer inbox within a minute or two.
Only new forwarded emails will appear in Commslayer - historical emails are not imported.
Common issues
-------------
### "Your organization does not allow external forwarding"
You'll see an error like: `550 5.7.520 Access denied, Your organization does not allow external forwarding.`
This means Microsoft 365 blocked the email from leaving your account. Follow [Enable external forwarding in Microsoft 365 →](https://app.commslayer.com/hc/help-center/articles/1734521170-enable-external-forwarding-in-microsoft-365)
to fix it.
### Emails not arriving
* Double-check that the outbound spam filter policy was updated and saved
* Ensure your organization's security policies allow external forwarding and redirection
* Verify the redirection rule in Outlook was set up correctly with no conflicting rules
* Confirm the redirection address is correct (copy it fresh from Commslayer)
### DNS records not verifying
* Wait up to 48 hours for propagation
* Check [whatsmydns.net](https://www.whatsmydns.net/)
to see if your records have propagated
* Make sure you didn't include your domain twice in the Name field
Need help?
----------
Contact us at [karri@commslayer.com](mailto:karri@commslayer.com)
if you get stuck.
---
# From Gorgias to Commslayer | Help center
[Home](https://app.commslayer.com/hc/help-center/en)
[Migrating data from other helpdesks](https://app.commslayer.com/hc/help-center/en/categories/migrating-data-from-other-helpdesks)
From Gorgias to Commslayer
From Gorgias to Commslayer
==========================
Last updated on Dec 12, 2025
**Moving from Gorgias? No Sweat!**
Our tool helps you bring over your data from Gorgias:
* Ticket history
* Contacts
* Tags
* Agents
* Response templates
**Here's how to do it:**
* Log into your Gorgias account
* Go to Settings → REST API
* Hit the "Create API key" button
* In Commslayer, find Settings → Account settings → Gorgias importer
It'll take about an hour to bring everything over. Grab a coffee while you wait!
---
# From Re:amaze to Commslayer | Help center
[Home](https://app.commslayer.com/hc/help-center/en)
[Migrating data from other helpdesks](https://app.commslayer.com/hc/help-center/en/categories/migrating-data-from-other-helpdesks)
From Re:amaze to Commslayer
From Re:amaze to Commslayer
===========================
Last updated on Dec 12, 2025
Moving from Re:amaze to Commslayer is easy with our migration tool. Here's what you need to know:
### What you can move
Our tool helps you bring over your:
* Ticket history
* Contacts
* Tags
* Agents
* Response templates
### How to use the migration tool
1. Go to **Settings** in Commslayer
2. Scroll down to the bottom of the page
3. Find the migration tool
### Getting your Re:amaze API token
To use the migration tool, you need an API token from Re:amaze. Here's how to get it:
1. Go to Settings in your Re:amaze account
2. Click on "API Token" under the Developer section
3. Click "Generate New Token"
That's all you need to do to start your move to Commslayer.
Need help? Email [karri@commslayer.com](mailto:karri@commslayer.com)
if you have any questions or problems.
Welcome to Commslayer!
---
# Migrating data from other helpdesks | Help center
[Home](https://app.commslayer.com/hc/help-center/en)
Migrating data from other helpdesks
🔌
Migrating data from other helpdesks
===================================
How to migrate your data from other platforms
5 articles
[### Migration to-do & checklist\
\
Step 1: Install the app Install Commslayer from the Shopify App Store: https://apps.shopify.com/commslayer Step 2: Run the migration tool for Gorgias/Help Scout/Re:amaze/Zendesk Create API keys in your old platform and run the migration tool under Settings → Account settings. The import won't affect your current helpdesk operations. - It usually takes between 1 hour to 1 day. - This is a one-time import. If you want a fresh import later, you'll need to delete the old inbox and rerun it. API key instructions for each platform: - From Gorgias to Commslayer → - From Re:amaze to Commslayer → - From Help Scout to Commslayer → ⚠️ Important: The import inbox is read-only The migration tool creates a separate inbox just for storing your conversation history. You cannot reply to tickets through this inbox. To handle new tickets and send responses, you need to set up a real email inbox in Step 6. Until that's done, you can view imported conversations but not respond to them. Step 3: Create a Meta inbox Go to Settings → Inboxes → Add inbox → Meta - Meta can stay connected to multiple apps at once. - You'll get two inboxes: - One for DMs (Facebook & Instagram) - One for comments on ads and posts (Optional: Enable AI social media moderation under AI Agent → Social Media Moderation.) Step 4: Create a Help Center Copy and paste your help articles into your new Commslayer Help Center. You can create a help center here: Go to Help center → New article Step 5: Set up automation rules Add any missing automation rules manually. These don't get imported. Go to Settings → Automations Step 6: Connect Gmail or set up an email inbox Follow this guide: Connect your email → Important: Don't leave Gmail connected to multiple helpdesks for too long. Google might throttle your ability to reply to tickets via API. Step 7: Review canned responses Check that the variables work. You can see available variables by typing {{ inside the text editor. Step 8: Invite your agents Invite your team to Commslayer and make sure everyone sets up their email signatures. You can do it under Settings → Agents Step 9: Test your setup Send a test message through every channel (email, chat, social media) to make sure everything works. Step 10: Make the switch This is the moment you flip from your old helpdesk to Commslayer. The cleanest way to handle it: 1. Keep replying from your old helpdesk while you finish setup 2. Re-run the migration to pick up the latest status changes (resolved tickets in the old tool come over as resolved) 3. Redirect your email to Commslayer 4. Disconnect your inbox from your old helpdesk 5. From this point on, handle all new tickets in Commslayer. New conversations only land here now. Don't keep checking your old helpdesk for new ones. 6. Wrap up the leftover old tickets directly in your old helpdesk. No new tickets will arrive there since the redirect is gone, but you can still reply to clear out the rest. What about replies sent from the old helpdesk during the transition? You don't lose them. Two things happen: - Threading carries the conversation. Most helpdesks thread emails correctly. When your customer replies back, the full conversation comes through and lands in Commslayer in the right thread. - If your inbox is connected directly (not just redirect), it's even tighter. When Commslayer is connected to your mailbox via API, every reply sent from the old tool through that same mailbox shows up automatically as a real message, not just as quoted context. Why you can't run both at once for new tickets Email redirects usually only point to one destination at a time. Once you flip the redirect to Commslayer, new tickets stop arriving in the old tool. That's fine. You can still reply to whatever's left. Final checklist - Helpdesk data has been migrated successfully - All agents are invited - Every agent has set up their signature - All automations are in place - All canned responses work and have correct variables - Autoresponders are set up (if needed) - Business hours are enabled (if needed) - Test messages have been sent from every channel If you've any questions or need help, send a message to karri@commslayer.com\
\
Last updated on Apr 09, 2026](https://app.commslayer.com/hc/help-center/articles/1745923285-migration-to_do-checklist)
[### From Gorgias to Commslayer\
\
Moving from Gorgias? No Sweat! Our tool helps you bring over your data from Gorgias: - Ticket history - Contacts - Tags - Agents - Response templates Here's how to do it: - Log into your Gorgias account - Go to Settings → REST API - Hit the "Create API key" button - In Commslayer, find Settings → Account settings → Gorgias importer It'll take about an hour to bring everything over. Grab a coffee while you wait!\
\
Last updated on Dec 12, 2025](https://app.commslayer.com/hc/help-center/articles/1724752255-from-gorgias-to-commslayer)
[### From Re:amaze to Commslayer\
\
Moving from Re:amaze to Commslayer is easy with our migration tool. Here's what you need to know: What you can move Our tool helps you bring over your: - Ticket history - Contacts - Tags - Agents - Response templates How to use the migration tool 1. Go to Settings in Commslayer 2. Scroll down to the bottom of the page 3. Find the migration tool Getting your Re:amaze API token To use the migration tool, you need an API token from Re:amaze. Here's how to get it: 1. Go to Settings in your Re:amaze account 2. Click on "API Token" under the Developer section 3. Click "Generate New Token" That's all you need to do to start your move to Commslayer. Need help? Email karri@commslayer.com if you have any questions or problems. Welcome to Commslayer!\
\
Last updated on Dec 12, 2025](https://app.commslayer.com/hc/help-center/articles/1724751433-how-to-migrate-from-re-amaze)
[### From Help Scout to Commslayer\
\
Moving from Help Scout? We've got you covered! Our migration tool brings over all your important Help Scout data: 1. Conversation history 2. Customer data 3. Tags and folders 4. Team members 5. Saved replies Ready to switch? Here's what to do: 1. Log into your Help Scout account 2. Head to Your Profile → My Apps (Note: NOT Manage → Apps!) 3. Click "Create My App" 4. Give it a name (like "Commslayer Migration") 5. Copy your Client ID and Client Secret 6. Add a random Redirection URL (it's not used for anything) 7. In Commslayer, navigate to Settings → Account settings → HelpScout importer 8. Paste your credentials and click "Start Import" The migration usually takes around 45 minutes, depending on how much data you have. Perfect time for a coffee break! ☕ Need help? Email karri@commslayer.com Note: Your Help Scout account will remain unchanged during the migration, so you can keep working during the transfer.\
\
Last updated on Aug 25, 2025](https://app.commslayer.com/hc/help-center/articles/1740028807-from-help-scout-to-commslayer)
[### From Zendesk to Commslayer\
\
Moving from Zendesk? Easy. Our migration tool brings over your Zendesk data: - Ticket history - Contacts - Tags Here's how to do it: 1. Log into your Zendesk account 2. Go to Admin Center → Apps and integrations → APIs → API tokens 3. Make sure Token Access is enabled 4. Click "Add API token" and copy the token 5. In Commslayer, head to Settings → Account settings → Zendesk importer 6. Enter your Zendesk subdomain, email, and API token 7. Hit "Start Import" Migration usually takes about an hour depending on your data size. Go grab a coffee — you've earned it! ☕ Need help? Email karri@commslayer.com Note: Your Zendesk account stays completely untouched during the migration, so you can keep working while we do our thing.\
\
Last updated on Feb 24, 2026](https://app.commslayer.com/hc/help-center/articles/1771928461-from-zendesk-to-commslayer)
---
# From Zendesk to Commslayer | Help center
[Home](https://app.commslayer.com/hc/help-center/en)
[Migrating data from other helpdesks](https://app.commslayer.com/hc/help-center/en/categories/migrating-data-from-other-helpdesks)
From Zendesk to Commslayer
From Zendesk to Commslayer
==========================
Last updated on Feb 24, 2026
**Moving from Zendesk? Easy.**
Our migration tool brings over your Zendesk data:
* Ticket history
* Contacts
* Tags
**Here's how to do it:**
1. Log into your Zendesk account
2. Go to Admin Center → Apps and integrations → APIs → API tokens
3. Make sure Token Access is enabled
4. Click "Add API token" and copy the token
5. In Commslayer, head to Settings → Account settings → Zendesk importer
6. Enter your Zendesk subdomain, email, and API token
7. Hit "Start Import"
Migration usually takes about an hour depending on your data size. Go grab a coffee — you've earned it! ☕
Need help? Email [karri@commslayer.com](mailto:karri@commslayer.com)
**Note**: Your Zendesk account stays completely untouched during the migration, so you can keep working while we do our thing.
---
# From Help Scout to Commslayer | Help center
[Home](https://app.commslayer.com/hc/help-center/en)
[Migrating data from other helpdesks](https://app.commslayer.com/hc/help-center/en/categories/migrating-data-from-other-helpdesks)
From Help Scout to Commslayer
From Help Scout to Commslayer
=============================
Last updated on Aug 25, 2025
Moving from Help Scout? We've got you covered! Our migration tool brings over all your important Help Scout data:
1. Conversation history
2. Customer data
3. Tags and folders
4. Team members
5. Saved replies
Ready to switch? Here's what to do:
1. Log into your Help Scout account
2. Head to **Your Profile** → **My Apps** (Note: NOT Manage → Apps!)
3. Click "Create My App"
4. Give it a name (like "Commslayer Migration")
5. Copy your Client ID and Client Secret
6. Add a random Redirection URL (it's not used for anything)
7. In Commslayer, navigate to Settings → Account settings → HelpScout importer
8. Paste your credentials and click "Start Import"
The migration usually takes around 45 minutes, depending on how much data you have. Perfect time for a coffee break! ☕
Need help? Email [karri@commslayer.com](mailto:karri@commslayer.com)
**Note**: Your Help Scout account will remain unchanged during the migration, so you can keep working during the transfer.
---
# Connect your email | Help center
[Home](https://app.commslayer.com/hc/help-center/en)
[Getting started](https://app.commslayer.com/hc/help-center/en/categories/getting-started)
Connect your email
Connect your email
==================
Last updated on Mar 03, 2026
Connect your support email to Commslayer to manage all customer conversations in one place.
What email address should I use?
--------------------------------
Use a professional email on your own domain:
* support@yourstore.com ✓
* help@yourstore.com ✓
* hello@yourbrand.com ✓
**Do not use personal Gmail addresses** like yourname@gmail.com or yourstorename@gmail.com. These have stricter rate limits and look unprofessional to customers.
If you don't have a domain email yet, set one up through Google Workspace or Microsoft 365 first.
Two ways to connect
-------------------
### Standard setup (recommended)
* **Setup time:** 10 minutes
* **Sending limits:** None
* **Works with:** Gmail, Outlook, Zoho, any provider
* **Best for:** Most stores
### Gmail quick setup
* **Setup time:** Instant
* **Sending limits:** 1,500 emails/day
* **Works with:** Gmail only
* **Best for:** Low-volume testing
**We recommend Standard setup** for all stores. It works with any email provider and has no sending limits. Gmail's 1,500 emails/day cap can cause delivery failures during busy periods like sales or holidays.
Which should you choose?
------------------------
**Choose Standard setup if:**
* You expect more than 50 emails per day
* You use Microsoft 365, Outlook, Zoho, or another provider
* You want reliable delivery without limits
* You're running a growing store
**Choose Gmail only if:**
* You're testing Commslayer with low volume
* You're certain you won't exceed 1,500 emails/day
Get started
-----------
### Standard setup (recommended)
Pick your email provider:
* [Gmail / Google Workspace setup](https://app.commslayer.com/hc/help-center/articles/1769599503-standard-email-setup-for-gmail-google-workspace)
* [Microsoft 365 / Outlook setup](https://app.commslayer.com/hc/help-center/articles/1769599503-standard-email-setup-for-microsoft-365-outlook)
* [Other providers (Zoho, custom domain, etc.)](https://app.commslayer.com/hc/help-center/articles/1769599504-standard-email-setup-for-other-providers)
* [GoDaddy](https://app.commslayer.com/hc/help-center/articles/1771601133-connect-your-email-to-commslayer-go_daddy)
* [Namecheap](https://app.commslayer.com/hc/help-center/articles/1771601159-connect-your-email-to-commslayer-namecheap)
* [Cloudflare](https://app.commslayer.com/hc/help-center/articles/1771601187-connect-your-email-to-commslayer-cloudflare)
* [Shopify](https://app.commslayer.com/hc/help-center/articles/1771601218-connect-your-email-to-commslayer-shopify)
### Gmail quick setup
* [Gmail quick setup](https://app.commslayer.com/hc/help-center/articles/1769599504-gmail-quick-setup)
- Instant connection, 1,500 emails/day limit
---
# Using automations | Help center
[Home](https://app.commslayer.com/hc/help-center/en)
[Using Commslayer](https://app.commslayer.com/hc/help-center/en/categories/using-commslayer)
Using automations
Using automations
=================
Last updated on Feb 02, 2026
Automations run actions on conversations based on rules you define. When something happens (a new conversation, a message), Commslayer checks your conditions and executes the actions.
How automations work
--------------------
Each automation has three parts:
* **Event** — What triggers the automation (new conversation, new message, etc.)
* **Conditions** — What must be true for the automation to run (sender email contains "noreply", subject includes "refund", etc.)
* **Actions** — What happens when conditions match (add label, assign agent, send reply, resolve)
You can combine multiple conditions with AND/OR logic, and chain multiple actions together.
Events
------
* **Conversation created** — Runs when a new conversation comes in
* **Conversation updated** — Runs when something changes (status, assignee, labels, etc.)
* **Conversation opened** — Runs when a closed conversation is reopened
* **Message created** — Runs when a new message is added to a conversation
Conditions
----------
Set conditions based on:
* **Inbox** — Which channel the conversation came from
* **Email subject** — Text in the subject line
* **Message content** — Text in the message body
* **Email address** — Sender's email, including partial matches
* **Labels** — Whether specific labels are present
* **Country** — Customer's location
* **Status** — Open, pending, snoozed, resolved
* **Assignee** — Which agent (or no agent) is assigned
* **Shopify customer tags** — Tags from your Shopify customer data
* **Shopify purchase history** — Whether they've ordered before, total spend
* **Customer intent** — Detected intent from AI
Conditions support operators like "equals", "contains", "starts with", "is one of", and "is present/not present".
Actions
-------
* **Send message** — Auto-reply to the customer
* **Add label** — Tag the conversation
* **Remove label** — Remove a tag
* **Assign agent** — Route to a specific agent
* **Assign team** — Route to a team
* **Change status** — Set to open, pending, or snoozed
* **Resolve conversation** — Close and skip CSAT survey
* **Change priority** — Set urgency level
* **Send email to team** — Notify team members via email
* **Send webhook** — POST conversation data to an external URL
* * *
Example: Auto-reply to new conversations
----------------------------------------
Send an acknowledgment when customers reach out.
* **Event:** Conversation created
* **Conditions:** Inbox equals "Email Support"
* **Actions:** Send message → "Thanks for reaching out. We'll get back to you within 24 hours."
Example: Label conversations by content
---------------------------------------
Tag refund requests automatically.
* **Event:** Message created
* **Conditions:** Message content contains "refund" OR "money back"
* **Actions:** Add label → "Refund request"
Example: Auto-resolve by sender
-------------------------------
Close automated notifications from no-reply addresses.
* **Event:** Conversation created
* **Conditions:** Email address contains "noreply@" OR Email address contains "no-reply@"
* **Actions:** Resolve conversation
Example: Auto-resolve by subject
--------------------------------
Skip order confirmation emails.
* **Event:** Conversation created
* **Conditions:** Email subject contains "Order confirmation" OR Email subject contains "Shipping notification"
* **Actions:** Resolve conversation, Add label → "Auto-closed"
* * *
Tips
----
* Automations won't loop infinitely. If an automation changes something that triggers another automation, Commslayer limits executions to prevent runaway rules.
* Test your conditions carefully. Use "contains" for partial matches, "equals" for exact matches.
* Order matters when multiple automations could match the same conversation—they run in the order they were created.
---
# Getting started | Help center
[Home](https://app.commslayer.com/hc/help-center/en)
Getting started
👋
Getting started
===============
How to get started with Commslayer
19 articles
[### Setting up Commslayer\
\
Ready to get your helpdesk up and running? Here's everything you need. 1. Install the app - Head to the Shopify App Store - Click install - Create your account and sign in Done. You're in. 2. Moving from another platform? If you're switching from Gorgias, Re:amaze, Zendesk, or Help Scout, start here: Migration checklist 3. Connect your email Your support email is probably the first channel you'll want set up. Connect your email → That guide covers both setup options: - Standard setup (10 min) — Works with any provider, no sending limits - Gmail quick setup (2 min) — Instant, but capped at 1,500 emails/day 4. Invite your team Got people to help you handle support? Add them now so they're ready when messages start flowing. To add an agent: 1. Go to Settings → Agents 2. Click Add agent 3. Enter their name, email, and role 4. They'll get an activation email to set up their account Roles explained: - Agent — Can view and respond to conversations in their assigned inboxes. The standard support rep role. - Manager — Everything agents can do, plus: manage inboxes, create automation rules, configure the AI agent, export conversations, and update account settings. Good for team leads. - Administrator — Full access. Can add and remove team members, manage billing, and configure everything. Usually the account owner. Once your team is set up, you can assign agents to specific inboxes so they only see relevant conversations. How to assign agents to inboxes → 5. Make your messages look good Set up your signature: 1. Go to Profile settings 2. Upload a profile picture (optional) 3. Scroll to Message signature and customize it 6. Quick responses at your fingertips Save time with canned responses: 1. Go to Settings → Canned responses 2. Create templates for common questions 3. Use them by typing / in any conversation Pro tip: Add personalized info like order numbers or tracking URLs using {{ in your templates. What's next? You're set up to handle email. Here's what else you can do: - Add live chat — How to add the chat widget to your store → - Connect Instagram & Messenger — Connect Instagram & Messenger → - Set up AI Agent — Introduction to the AI agent → - Create automations — Using automations → - Create a Help center — Setting up a Help center → - Learn the shortcuts — Tips and tricks you didn't know about → Questions? Reach out at karri@commslayer.com\
\
Last updated on Feb 02, 2026](https://app.commslayer.com/hc/help-center/articles/1719397922-how-to)
[### Connect your email\
\
Connect your support email to Commslayer to manage all customer conversations in one place. What email address should I use? Use a professional email on your own domain: - support@yourstore.com ✓ - help@yourstore.com ✓ - hello@yourbrand.com ✓ Do not use personal Gmail addresses like yourname@gmail.com or yourstorename@gmail.com. These have stricter rate limits and look unprofessional to customers. If you don't have a domain email yet, set one up through Google Workspace or Microsoft 365 first. Two ways to connect Standard setup (recommended) - Setup time: 10 minutes - Sending limits: None - Works with: Gmail, Outlook, Zoho, any provider - Best for: Most stores Gmail quick setup - Setup time: Instant - Sending limits: 1,500 emails/day - Works with: Gmail only - Best for: Low-volume testing We recommend Standard setup for all stores. It works with any email provider and has no sending limits. Gmail's 1,500 emails/day cap can cause delivery failures during busy periods like sales or holidays. Which should you choose? Choose Standard setup if: - You expect more than 50 emails per day - You use Microsoft 365, Outlook, Zoho, or another provider - You want reliable delivery without limits - You're running a growing store Choose Gmail only if: - You're testing Commslayer with low volume - You're certain you won't exceed 1,500 emails/day Get started Standard setup (recommended) Pick your email provider: - Gmail / Google Workspace setup - Microsoft 365 / Outlook setup - Other providers (Zoho, custom domain, etc.) - GoDaddy - Namecheap - Cloudflare - Shopify Gmail quick setup - Gmail quick setup - Instant connection, 1,500 emails/day limit\
\
Last updated on Mar 03, 2026](https://app.commslayer.com/hc/help-center/articles/1769599502-connect-your-email)
[### Standard email setup for Microsoft 365 / Outlook\
\
Connect your Microsoft 365 or Outlook email to Commslayer using the recommended Standard setup. This gives you unlimited sending with no daily caps. Time required: About 10 minutes Before you start You'll need: - Admin access to your Microsoft 365 account - Access to your domain's DNS settings (GoDaddy, Namecheap, Cloudflare, Shopify, etc.) - An email address on your domain (like support@yourstore.com) with a mailbox you can forward from — not a free @gmail.com address Step 1: Create your inbox in Commslayer 1. Go to Settings → Inboxes and click Add inbox 2. Select \*\*Email \*\* 3. Choose Standard setup (the recommended option) 4. Enter your support email address (e.g., support@yourstore.com) 5. Give your inbox a name (e.g., "Support" or your store name) 6. Click \*\*Create inbox \*\* Step 2: Add DNS records Commslayer will show you two DNS records to add. These let us send emails on your behalf. Add the DKIM record 1. Log in to your domain registrar (where you bought your domain) 2. Find DNS settings or DNS management 3. Add a new TXT record: - Name/Host: Copy from Commslayer (looks like xxxxxxxx.\_domainkey) - Value: Copy the long string from Commslayer - TTL: Leave as default 4. Save the record Add the Return-Path record 1. Add a new CNAME record: - Name/Host: Copy from Commslayer (looks like pm-bounces) - Value: Copy from Commslayer - TTL: Leave as default 2. Save the record Verify your records Click Verify in Commslayer. Records usually verify within a few minutes, but can take up to 48 hours to propagate. Troubleshooting: If verification fails, double-check that you copied the values exactly. Some registrars automatically add your domain to the end - if so, remove your domain from the Name field. Step 3: Enable external forwarding in Microsoft 365 Microsoft 365 blocks external forwarding by default. You need to enable it before emails can reach Commslayer. Enable external forwarding in Microsoft 365 → — Follow this guide for step-by-step instructions with screenshots. Quick version: 1. Go to the Microsoft Defender Portal 2. Navigate to Email & collaboration → Policies & rules → Threat policies 3. Click Anti-spam outbound policy (Default) → Edit protection settings 4. Set Forwarding rules to On - Forwarding is enabled 5. Set Restriction placed on users who reach the message limit to No action, alert only 6. Save Then set up email redirection in Outlook: 1. Sign in to Outlook on the web 2. Go to Settings → Mail → Rules 3. Create a new rule: Apply to all messages → Redirect to → paste the Commslayer forwarding address 4. Check Stop processing more rules 5. Save the rule Step 4: Test your setup Send a test email to your support address from a different email account. It should appear in your Commslayer inbox within a minute or two. Only new forwarded emails will appear in Commslayer - historical emails are not imported. Common issues "Your organization does not allow external forwarding" You'll see an error like: 550 5.7.520 Access denied, Your organization does not allow external forwarding. This means Microsoft 365 blocked the email from leaving your account. Follow Enable external forwarding in Microsoft 365 → to fix it. Emails not arriving - Double-check that the outbound spam filter policy was updated and saved - Ensure your organization's security policies allow external forwarding and redirection - Verify the redirection rule in Outlook was set up correctly with no conflicting rules - Confirm the redirection address is correct (copy it fresh from Commslayer) DNS records not verifying - Wait up to 48 hours for propagation - Check whatsmydns.net to see if your records have propagated - Make sure you didn't include your domain twice in the Name field Need help? Contact us at karri@commslayer.com if you get stuck.\
\
Last updated on Mar 03, 2026](https://app.commslayer.com/hc/help-center/articles/1769599503-standard-email-setup-for-microsoft-365-outlook)
[### Enable external forwarding in Microsoft 365\
\
If you're having trouble forwarding emails to Commslayer, it's often because Microsoft 365 blocks external forwarding by default. When this happens, you'll likely receive an error message in your inbox that looks like this: 550 5.7.520 Access denied, Your organization does not allow external forwarding. Please contact your administrator for further assistance. AS(7550) This message can be misleading—it might sound like Commslayer rejected the email. In reality, Microsoft 365 blocked the email from even leaving your account because external forwarding isn't enabled. To fix this, you'll need to adjust your Microsoft 365 settings by following these steps. Step 1: Sign in to Microsoft 365 admin center 1. Go to the Microsoft 365 Admin Center and sign in with your admin credentials. 2. Navigate to the Microsoft Defender Portal. Step 2: Access the outbound spam filter policy 1. In the Microsoft Defender Portal, go to Email & collaboration > Policies & rules. 2. Select Threat policies, then click on Anti-spam outbound policy (Default). 3. Under Protection settings, find the section labeled Automatic forwarding rules. 4. Click Edit protection settings. 5. In the Forwarding rules section, change the dropdown to On - Forwarding is enabled. 6. In the Restriction placed on users who reach the message limit section, set the option to No action, alert only to avoid unnecessary disruptions if limits are reached. 5. Click Save to confirm the changes. Step 3: Redirect emails instead of forwarding For Commslayer to function properly, emails need to be redirected rather than simply forwarded. Forwarded emails appear to come from the original sender, which can interfere with proper delivery. Redirected emails maintain the original sender's information, ensuring seamless integration with Commslayer. How to set up email redirection 1. Sign in to your Outlook on the Web account. 2. Go to Settings > Mail > Rules. 3. Create a new rule with the following settings: - Condition: Apply to all messages (or set a specific condition as needed). - Action: Select Redirect to and enter the Commslayer email address. 4. Check the option to Stop processing more rules to ensure this rule applies correctly. 5. Save the rule. Step 4: Test email redirection 1. Send a test email to the account with redirection enabled. 2. Confirm that the email successfully redirects to your Commslayer account while retaining the original sender's details. Troubleshooting If you still encounter issues: - Double-check that the Outbound spam filter policy was updated and saved. - Ensure that your organization's security policies allow external forwarding and redirection. - Verify that the redirection rule in Outlook was set up correctly with no conflicting rules. - Confirm that the redirection address is correct and active. For further assistance, contact your IT administrator or Microsoft 365 support.\
\
Last updated on Feb 02, 2026](https://app.commslayer.com/hc/help-center/articles/1734521170-enable-external-forwarding-in-microsoft-365)
[### Standard email setup for Gmail / Google Workspace\
\
Connect your Gmail or Google Workspace email to Commslayer using the recommended Standard setup. This gives you unlimited sending with no daily caps. Time required: About 10 minutes Note: This is different from Gmail Quick Setup (OAuth). Standard setup requires DNS configuration but removes the 1,500 emails/day limit. Before you start You'll need: - Access to your domain's DNS settings (GoDaddy, Namecheap, Cloudflare, Google Domains, Shopify, etc.) - An email address on your domain (like support@yourstore.com) with a mailbox you can forward from Don't use personal Gmail addresses. Free @gmail.com addresses like yourname@gmail.com or yourstorename@gmail.com won't work with Standard setup. You need a Google Workspace email on your own domain. Step 1: Create your inbox in Commslayer 1. Go to Settings → Inboxes and click Add inbox 2. Select \*\*Email \*\* 3. Choose Standard setup (the recommended option) 4. Enter your support email address (e.g., support@yourstore.com) 5. Give your inbox a name (e.g., "Support" or your store name) 6. Click \*\*Create inbox \*\* Step 2: Add DNS records Commslayer will show you two DNS records to add. These let us send emails on your behalf. Add the DKIM record 1. Log in to your domain registrar (where you manage your domain's DNS) 2. Find DNS settings or DNS management 3. Add a new TXT record: - Name/Host: Copy from Commslayer (looks like xxxxxxxx.\_domainkey) - Value: Copy the long string from Commslayer - TTL: Leave as default 4. Save the record Add the Return-Path record 1. Add a new CNAME record: - Name/Host: Copy from Commslayer (looks like pm-bounces) - Value: Copy from Commslayer - TTL: Leave as default 2. Save the record Verify your records Click Verify in Commslayer. Records usually verify within a few minutes, but can take up to 48 hours to propagate. Tip: If you're using Cloudflare, make sure the proxy is set to "DNS only" (gray cloud) for these records. Step 3: Set up email forwarding in Gmail 1. Open Gmail and click the gear icon → See all settings 2. Go to the Forwarding and POP/IMAP tab 3. Click Add a forwarding address 4. Paste the forwarding address from Commslayer 5. Click Next, then Proceed 6. Important: Google sends a confirmation email to Commslayer. Open your Commslayer inbox, find the email from Google, and click the confirmation link. Forwarding won't work until you do this. 7. Back in Gmail settings, select Forward a copy of incoming mail to and choose your Commslayer address 8. Choose keep Gmail's copy in the Inbox (recommended) 9. Click Save Changes Step 4: Test your setup Send a test email to your support address from a different email account. It should appear in your Commslayer inbox within a minute or two. Only new forwarded emails will appear in Commslayer. Historical emails are not imported. What changes with Standard setup With Standard setup, Commslayer sends emails through our servers instead of Gmail's servers. Sent emails won't appear in Gmail. Your replies to customers will only be visible in Commslayer. They won't show up in Gmail's Sent folder. Incoming emails still appear in both Gmail and Commslayer (since they're forwarded). This is normal. Commslayer becomes your main workspace for customer conversations. Common issues DNS records not verifying - Wait up to 48 hours for propagation (usually much faster) - Check whatsmydns.net to see if your records have propagated - Make sure you didn't include your domain twice in the Name field - If using Cloudflare, ensure proxy is off (gray cloud) Forwarding not working - Check your Commslayer inbox for the Google confirmation email. You must click the link before forwarding activates - Verify forwarding is enabled in Gmail settings (not just added) - Check that the correct forwarding address is selected Emails not appearing in Commslayer - Make sure no Gmail filters are intercepting emails before forwarding Need help? Contact us at karri@commslayer.com if you get stuck.\
\
Last updated on Mar 03, 2026](https://app.commslayer.com/hc/help-center/articles/1769599503-standard-email-setup-for-gmail-google-workspace)
[### Gmail quick setup\
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Connect your Gmail account to Commslayer instantly using Google sign-in. No DNS configuration required. Time required: 2 minutes Warning: Gmail quick setup has a 1,500 emails per day limit. If you expect higher volume, use Standard setup for Gmail instead. When to use Gmail quick setup This option makes sense if: - You're testing Commslayer before fully committing - Your store has low email volume (under 200 emails/day) - You need to get started immediately and will switch to Standard setup later Before you start You'll need: - A Google Workspace account on your domain (like support@yourstore.com) - Permission to grant Commslayer access to read and send emails Don't use personal Gmail addresses. Do not connect free @gmail.com addresses like yourname@gmail.com or yourstorename@gmail.com. Personal accounts have stricter rate limits and your customers will see a personal email address instead of your brand. Step 1: Create your inbox 1. Go to Settings → Inboxes and click Add inbox 2. Select Email 3. Choose Gmail (not Standard setup) 4. Click Authorize Gmail inbox access Step 2: Sign in with Google 1. A Google sign-in popup will appear 2. Select your Gmail account 3. Review the permissions Commslayer needs: - Read your emails - Send emails on your behalf 4. Click Allow Step 3: Configure your inbox 1. Select which Shopify store to connect (if you have multiple) 2. Give your inbox a name (e.g., "Support" or your store name) 3. Click Create inbox That's it! Your Gmail is now connected. What happens next - New emails appear in Commslayer immediately - Previous emails from the last 2 days will sync (takes 10-30 minutes) - You can reply to customers directly from Commslayer About the daily limit Gmail's API allows around 1,500 emails per day. This includes both incoming and outgoing messages. For newer Gmail accounts or accounts with little sending history, rate limiting can kick in much earlier, sometimes at 500-800 emails. When you hit Gmail's rate limit: - You'll see an error in Commslayer - Sending and receiving stops for 6-12 hours - The limit resets automatically, but high volume can trigger it again If this happens, contact us at karri@commslayer.com. We'll help you switch to Standard setup, which has no sending limits. Switching to Standard setup If you outgrow the Gmail limit, contact us at karri@commslayer.com and we'll help you switch to Standard setup. No emails will be lost during the transition. Need help? Contact us at karri@commslayer.com if you get stuck.\
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Last updated on Feb 04, 2026](https://app.commslayer.com/hc/help-center/articles/1769599504-gmail-quick-setup)
[### Gmail alias setup\
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Route a specific email alias from your Gmail inbox to Commslayer while keeping your other aliases in Gmail. Time required: 15-20 minutes When you need this This setup is for you if: - You have a Gmail or Google Workspace inbox with multiple aliases (e.g., support@, info@, sales@yourstore.com) - You want only ONE alias (like support@yourstore.com) to go to Commslayer - Your other aliases should stay in Gmail as usual Before you start You'll need: - A Gmail or Google Workspace account with aliases configured - Access to your domain's DNS settings - An email address on your domain (like support@yourstore.com) with a mailbox you can forward from — not a free @gmail.com address Step 1: Create your inbox in Commslayer 1. Go to Settings → Inboxes and click Add inbox 2. Select Email 3. Choose Standard setup (the recommended option) 4. Enter your alias email address (e.g., support@yourstore.com) 5. Give your inbox a name (e.g., "Support") 6. Click Create inbox Step 2: Add DNS records Commslayer will show you two DNS records to add. These let you send emails from your alias. Add the DKIM record 1. Log in to your domain registrar 2. Find DNS settings 3. Add a new TXT record: - Name/Host: Copy from Commslayer (looks like xxxxxxxx.\_domainkey) - Value: Copy the long string from Commslayer 4. Save the record Add the Return-Path record 1. Add a new CNAME record: - Name/Host: Copy from Commslayer (looks like pm-bounces) - Value: Copy from Commslayer 2. Save the record Click Verify in Commslayer. This usually takes a few minutes. Step 3: Set up Gmail forwarding First, add Commslayer as a forwarding address: 1. Open Gmail and click the gear icon → See all settings 2. Go to Forwarding and POP/IMAP 3. Click Add a forwarding address 4. Paste the forwarding address from Commslayer 5. Click Next, then Proceed 6. Important: Google sends a confirmation email to Commslayer. Open your Commslayer inbox, find the email from Google, and click the confirmation link. Forwarding won't work until you do this. 7. Keep forwarding set to Disable forwarding — we'll use a filter instead Step 4: Create a filter for your alias This filter ensures only emails to your support alias go to Commslayer. Your other aliases stay in Gmail. 1. In Gmail, click the search options dropdown (arrow in search bar) 2. In the To field, enter your alias (e.g., support@yourstore.com) 3. Click Create filter 4. Check Forward it to and select your Commslayer forwarding address 5. Optionally check Skip the Inbox if you don't want these emails in Gmail too 6. Click Create filter Step 5: Test your setup Send a test email to your alias from a different email account. It should appear in your Commslayer inbox. Emails to your other aliases will continue arriving in Gmail as usual. Common issues Forwarding not working Check your Commslayer inbox for the Google confirmation email — you must click the link before forwarding activates. Emails to other aliases also going to Commslayer Check your filter - make sure the To field has only your support alias, not your main Gmail address. Can't find the filter option Go to Gmail Settings → Filters and Blocked Addresses → Create a new filter DNS records not verifying - Wait up to 48 hours for propagation - Check whatsmydns.net to see propagation status Need help? Contact us at karri@commslayer.com if you get stuck.\
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Last updated on Feb 02, 2026](https://app.commslayer.com/hc/help-center/articles/1769599505-gmail-alias-setup)
[### Standard email setup for other providers\
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Connect your email to Commslayer using the recommended Standard setup. This works with Zoho, Fastmail, ProtonMail, cPanel email, and any other email provider. Time required: About 10 minutes Before you start You'll need: - Access to your domain's DNS settings (GoDaddy, Namecheap, Cloudflare, Shopify, etc.) - Access to your email provider's settings to set up forwarding - An email address on your domain (like support@yourstore.com) with a mailbox you can forward from — not a free @gmail.com address Step 1: Create your inbox in Commslayer 1. Go to Settings → Inboxes and click Add inbox 2. Select \*\*Email \*\* 3. Choose Standard setup (the recommended option) 4. Enter your support email address (e.g., support@yourstore.com) 5. Give your inbox a name (e.g., "Support" or your store name) 6. Click \*\*Create inbox \*\* Step 2: Add DNS records Commslayer will show you two DNS records to add. These let us send emails on your behalf. Add the DKIM record 1. Log in to your domain registrar (where you bought your domain) 2. Find DNS settings or DNS management 3. Add a new TXT record: - Name/Host: Copy from Commslayer (looks like xxxxxxxx.\_domainkey) - Value: Copy the long string from Commslayer - TTL: Leave as default 4. Save the record Add the Return-Path record 1. Add a new CNAME record: - Name/Host: Copy from Commslayer (looks like pm-bounces) - Value: Copy from Commslayer - TTL: Leave as default 2. Save the record Verify your records Click Verify in Commslayer. Records usually verify within a few minutes, but can take up to 48 hours to propagate. Step 3: Set up email forwarding Set up forwarding in your email provider to send incoming emails to Commslayer. 1. Log in to your email provider's settings or control panel 2. Find forwarding, email routing, or email rules 3. Create a rule to forward all incoming email to the address shown in Commslayer 4. Save and enable the rule Important: Many providers send a confirmation email to verify the forwarding address. This email arrives in your Commslayer inbox — check there, find the confirmation email, and click the link. Forwarding won't work until you do this. Tips: - Use forward or redirect (not "send as" or "reply to") - Forward all messages, not just specific ones - Keep a copy in your original inbox if you want a backup Step 4: Test your setup Send a test email to your support address from a different email account. It should appear in your Commslayer inbox within a minute or two. Only new forwarded emails will appear in Commslayer - historical emails are not imported. Common issues Forwarding not working Check your Commslayer inbox for a confirmation email from your email provider — you must click the link before forwarding activates. This is the most common issue. DNS records not verifying - Wait up to 48 hours for propagation - Check whatsmydns.net to see propagation status - Make sure you didn't include your domain twice in the Name field - Copy values exactly - no extra spaces Emails not appearing in Commslayer - Verify forwarding is enabled and active - Check that the forwarding address is correct (copy it fresh from Commslayer) - Look for any filters or rules that might be intercepting emails Provider blocking external forwarding Some providers block forwarding to external addresses by default. Check your provider's documentation or contact their support to enable it. Need help? Contact us at karri@commslayer.com if you get stuck.\
\
Last updated on Mar 03, 2026](https://app.commslayer.com/hc/help-center/articles/1769599504-standard-email-setup-for-other-providers)
[### Add agents\
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1\. Open settings Go to the top left-hand menu and click Settings. 2. Go to agents In the settings menu, click Agents. This will show a list of your team members. Click Add agent. In the pop-up, enter the agent’s name, email, and choose their role (agent or administrator). Click Add agent to save. The agent will get an email to activate their account. 4. Assign the agent to an inbox After adding the agent, go back to Settings and click on Inboxes. Choose the inbox you want to assign the agent to by clicking the ⚙️-icon. In the Collaborators section, find Agents and select the agent’s name from the dropdown. Click Update to save.\
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Last updated on Feb 02, 2026](https://app.commslayer.com/hc/help-center/articles/1730703368-how-to-add-an-agent)
[### Connect Instagram & Messenger\
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Connect your Instagram and Facebook accounts to handle DMs, Messenger conversations, and comments from Commslayer. What you can manage Once connected, you'll receive: - Instagram Direct Messages - Facebook Messenger conversations - Comments on Instagram and Facebook posts (organic and ads) Before you start Your Instagram account must be linked to a Meta Business Manager. If it's not connected yet: 1. Go to business.facebook.com 2. Open Settings → Accounts → Instagram accounts 3. Click Add and follow the prompts to connect your Instagram This is a Meta requirement—Commslayer can't access Instagram accounts that aren't linked to Business Manager. Connect to Commslayer 1. Go to Settings → Inboxes → Add inbox 2. Select Meta 3. Click Connect with Facebook and log in 4. Approve all permissions Commslayer requests 5. Select the Pages and Instagram accounts you want to connect 6. Click Done Tip: If you're connecting multiple accounts, select all Pages and Instagram accounts on your first authentication. Adding more later requires re-authenticating. After connecting New messages and comments will appear in your Commslayer inbox. Historical messages are not imported—only new conversations going forward. Send a test DM to your Instagram or a Messenger message to your Page to confirm everything works. Troubleshooting If your Meta inbox isn't showing up or seems stuck, follow the steps in Meta inbox not showing or stuck? to reset the connection.\
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Last updated on Feb 02, 2026](https://app.commslayer.com/hc/help-center/articles/1770012862-connect-instagram-messenger)
[### Frequently Asked Questions\
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Quick answers to the most common questions about Commslayer. Getting Started How do I sign up and set up Commslayer? Head to commslayer.com and create an account. The setup guide walks you through connecting your first inbox and installing the Shopify app. See Setting up Commslayer for full instructions. Can I migrate from Gorgias, Helpscout, or another helpdesk? Yes. Commslayer has importers for Gorgias and other platforms. See the Migration to-do & checklist for a step-by-step guide. Can I connect multiple stores to one account? Yes, you can connect unlimited stores to one account and only pay for one plan. If the stores are different brands, we recommend keeping them in separate accounts so the AI agent doesn't get confused between brands. Switching between accounts is easy from the top-left menu. How do I add teammates as agents? Go to Settings → Agents and invite them by email. See Add agents for details. Email Setup How do I connect my email inbox? Follow the guide for your email provider: - Gmail / Google Workspace - Microsoft 365 / Outlook - Other providers Why aren't my replies showing up in my Gmail sent folder? With the standard DNS setup, emails are sent from Commslayer's servers, so replies won't appear in your Gmail sent folder. If you need replies to show there, connect using the Gmail API option. This requires a paid Google Workspace account. I set up Gmail forwarding but emails aren't arriving. What's wrong? After setting up forwarding in Gmail, Google sends a confirmation email to your Commslayer inbox. You need to click the link in that email to approve the forwarding. Can I connect a Microsoft 365 / Outlook inbox? Yes. You may need to enable external forwarding in Microsoft 365 first, then follow the standard setup guide. Is there a cost for adding more email inboxes? No, adding more inboxes doesn't cost extra. Pricing & Plans Where can I find pricing? See commslayer.com/pricing for current plans and costs. Can I manage multiple stores under one plan? Yes, unlimited stores on one account with one subscription. Separate accounts are recommended for separate brands. AI Agent How do I test the AI agent before going live? Use the AI Playground. It lets you simulate conversations with the AI without affecting real customers. Guidance rules with "testing" status are active there. See Testing the AI agent for full instructions. Why isn't the AI agent replying to emails? A few things to check: - The AI agent takes 1 to 3 minutes to reply to emails. This is intentional. - If "Restrict to enabled guidances" is on, the AI only picks up conversations that match an enabled guidance rule. - Make sure the AI agent is enabled on that inbox in Settings → Inboxes. Can the AI look up Shopify orders? Yes. On email and SMS, the AI automatically looks up orders using the customer's email or phone. On chat and social channels, it asks for the order number plus the email or phone used at checkout to verify identity. Can I customize how the AI verifies customers for order lookups? No. Order verification is built in and can't be overridden with guidance rules. This protects customer data. If verification fails, the AI asks for an alternate email and hands off to a human if it still can't match. Why can't the AI find orders when I test in the playground? The playground uses a default email that doesn't exist in Shopify. To test order lookups, select a real customer contact in the playground's contact selector, or use the "Test" button on a real conversation to import that customer's context. How do I stop the AI from handling certain conversations? Use autolabels to tag conversations you want the AI to skip, or unassign the AI agent from specific inboxes in Settings → Inboxes. Can I connect the AI agent to external systems? Yes, use custom actions to connect via HTTP webhooks. See Connect AI agent to external systems with custom actions. Shopify Integration Why isn't Commslayer showing customer info from Shopify? The two most common causes: - The customer emailed from a different address than the one they used at checkout. - You have multiple shops connected to the same account, and each inbox can only be linked to one shop. What Shopify actions can the AI agent perform? The AI can tag orders, edit order items, update marketing consent, remove items, hold or cancel fulfillment, change shipping addresses, create orders, and more. Actions can be enabled or disabled individually in Settings → AI Actions. Social & Messaging Channels How do I connect Instagram and Facebook Messenger? See Connect Instagram & Messenger. During setup, make sure to grant Commslayer access to all the pages you want connected. If a page is missing, re-add the inbox and use the "Previous settings" link in Meta's popup to check your page selections. Will Commslayer sync my old Facebook / Instagram DMs? No, only new messages going forward are synced. Send a test message after connecting to confirm it's working. Automations, Macros & Labels What's the difference between a macro and an automation? A macro is triggered manually. You click a button to run it on a conversation. An automation runs automatically when a trigger condition is met (e.g., a new conversation is created). Can incoming tickets be auto-assigned to agents? Yes. Enable auto-assignment on your inbox, and tickets will be distributed round-robin to online agents. When no agents are online, tickets go to the unassigned queue. How does ticket reassignment work when a conversation is reopened? If the ticket was originally assigned to an agent, it returns to that agent when reopened. Reports & Exports Where can I find agent performance reports? Go to Reports → Agents. Metrics include closed tickets, tickets replied, first response time, and resolution time. Each agent can view their own stats even without admin access. Can I use business hours in reports? Yes. Set up business hours on your inbox, then toggle "Business hours" in the Reports section to calculate metrics against those hours. Can I export my conversations? Yes. Go to Account Settings to export all conversations. Every report can also be exported. Does Commslayer have a public API? An API is planned. In the meantime, you can export conversation data from Account Settings. Help Center Can I set up a public help center for my customers? Yes. Commslayer includes a built-in help center. You can customize the look, add a custom domain, and publish articles in multiple languages. See Setting up a help center to get started. Feature Requests & Bugs How do I submit a feature request? Head to our feature request board to submit and vote on feature ideas. The team reviews all requests and factors them into the roadmap. I found a bug. What's the best way to report it? Reach out via the in-app chat or email karri@commslayer.com with a description of the issue and, if possible, a link to the affected conversation.\
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Last updated on Feb 16, 2026](https://app.commslayer.com/hc/help-center/articles/1771000257-frequently-asked-questions)
[### Connect your email to Commslayer – GoDaddy\
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Connect your email to Commslayer using the recommended Standard setup. This guide is for domains managed in GoDaddy. Time required: About 10 minutes Before you start You'll need: - Access to your GoDaddy account (domain DNS settings) - Access to your email provider's settings to set up forwarding - An email address on your own domain (e.g. support@yourstore.com) — not a free @gmail.com address Step 1: Create your inbox in Commslayer 1. Go to Settings → Inboxes and click Add inbox 2. Select \*\*Email \*\* 3. Choose Standard setup (the recommended option) 4. Enter your support email address (e.g. support@yourstore.com) 5. Give your inbox a name (e.g. "Support" or your store name) 6. Click \*\*Create inbox \*\* Commslayer will show you two DNS records to add. Keep this page open. Step 2: Add DNS records in GoDaddy Open GoDaddy DNS settings 1. Log in to GoDaddy 2. Go to My Products → find your domain → click DNS 3. Click Manage DNS Add the DKIM record 1. Click Add New Record 2. Set the type to TXT 3. Fill in: - Name: Copy from Commslayer (looks like xxxxxxxx.\_domainkey) — GoDaddy appends your domain automatically, so don't add it yourself - Value: Copy the long string from Commslayer - TTL: Leave as default (1 hour) 4. Click Save Add the Return-Path record 1. Click Add New Record 2. Set the type to CNAME 3. Fill in: - Name: Copy from Commslayer (looks like pm-bounces) - Value: Copy from Commslayer - TTL: Leave as default 4. Click Save Verify your records Go back to Commslayer and click Verify. Records usually verify within a few minutes but can take up to 48 hours. GoDaddy note: GoDaddy sometimes auto-appends your domain to the Name field. Double-check you haven't ended up with something like pm-bounces.yourstore.com.yourstore.com. Step 3: Set up email forwarding 1. Log in to your email provider's settings or control panel 2. Find Forwarding, Email routing, or Email rules 3. Create a rule to forward all incoming email to the address shown in Commslayer 4. Save and enable the rule Important: Many providers send a confirmation email to verify the forwarding address. This email arrives in your Commslayer inbox — check there, find the confirmation email, and click the link. Forwarding won't work until you do this. Use forward or redirect — not "send as" or "reply to". Forward all messages, not just specific ones. Step 4: Test your setup Send a test email to your support address from a different email account. It should appear in your Commslayer inbox within a minute or two. Only new forwarded emails will appear in Commslayer — historical emails are not imported. Common issues Forwarding not working Check your Commslayer inbox for a confirmation email from your email provider — you must click the link before forwarding activates. This is the most common issue. DNS records not verifying - Wait up to 48 hours for propagation - Check whatsmydns.net to see propagation status - Make sure you didn't duplicate the domain in the Name field - Copy values exactly — no extra spaces Emails not appearing in Commslayer - Verify forwarding is enabled and active - Check that the forwarding address is correct (copy it fresh from Commslayer) - Look for any filters or rules that might be intercepting emails Provider blocking external forwarding Some providers block forwarding to external addresses by default. Check your provider's documentation or contact their support to enable it. Need help? Contact us at karri@commslayer.com if you get stuck.\
\
Last updated on Mar 03, 2026](https://app.commslayer.com/hc/help-center/articles/1771601133-connect-your-email-to-commslayer-go_daddy)
[### Connect your email to Commslayer – Zoho Mail\
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Before you start You'll need: - Access to your Zoho Mail account (Settings or Admin Console) - Access to your domain's DNS settings (wherever your domain is registered) - An email address on your own domain (e.g. support@yourstore.com) — not a free @zohomail.com address Step 1: Create your inbox in Commslayer 1. Go to Settings → Inboxes and click Add inbox 2. Select Email 3. Choose Standard setup (the recommended option) 4. Enter your support email address (e.g. support@yourstore.com) 5. Give your inbox a name (e.g. "Support" or your store name) 6. Click Create inbox Commslayer will show you two DNS records to add. Keep this page open. Step 2: Add DNS records in your domain registrar Zoho Mail hosts your email, but DNS records are managed wherever your domain is registered (e.g. GoDaddy, Namecheap, Cloudflare). Log in to your registrar and open your domain's DNS settings. Add the DKIM record 1. Click Add New Record (or equivalent) 2. Set the type to TXT 3. Fill in: - Name / Host: Copy from Commslayer (looks like xxxxxxxx.\_domainkey) — do not append your domain manually, most registrars do this automatically - Value: Copy the long string from Commslayer - TTL: Leave as default (1 hour) 4. Click Save Add the Return-Path record 1. Click Add New Record 2. Set the type to CNAME 3. Fill in: - Name / Host: Copy from Commslayer (looks like pm-bounces) - Value / Points to: Copy from Commslayer - TTL: Leave as default 4. Click Save Verify your records Go back to Commslayer and click Verify. Records usually verify within a few minutes but can take up to 48 hours. Zoho Mail note: If your domain was registered through Zoho, log in to the Zoho Mail Admin Console, go to Domains, select your domain, and navigate to the DNS tab to add records directly. Step 3: Set up email forwarding in Zoho Mail 1. Log in to your Zoho Mail account at mail.zoho.com 2. Click the Settings gear icon in the top right corner 3. Go to Mail Accounts 4. Select the email address you want to forward from 5. Under the Forwards section, paste the forwarding address shown in Commslayer 6. Click Add — Zoho Mail will send a confirmation code to your Commslayer inbox 7. Open your Commslayer inbox, find the verification email, and copy the confirmation code 8. Paste the code back in Zoho Mail's Forwards section and click Confirm Important: Forwarding won't activate until you complete the verification step. The confirmation code email will arrive in your Commslayer inbox — check there if you don't see it elsewhere. Use forward — not "send as" or "reply to". Forward all messages, not just specific ones. Step 4: Test your setup Send a test email to your support address from a different email account. It should appear in your Commslayer inbox within a minute or two. Only new forwarded emails will appear in Commslayer — historical emails are not imported. Common issues Forwarding not working Check your Commslayer inbox for the confirmation code from Zoho Mail — forwarding won't activate until you verify the address. This is the most common issue. DNS records not verifying - Wait up to 48 hours for propagation - Check whatsmydns.net to see propagation status - Make sure you didn't duplicate the domain in the Name / Host field - Copy values exactly — no extra spaces Emails not appearing in Commslayer - Verify forwarding is enabled and the confirmation step is complete - Check that the forwarding address matches exactly what's shown in Commslayer - Look for any Zoho Mail filters or rules that might be intercepting emails before they're forwarded Zoho Mail free plan limitation Email forwarding to external addresses is not available on Zoho Mail's free plan. You'll need to be on a paid Zoho Mail plan to enable forwarding. Need help? Contact us at karri@commslayer.com if you get stuck.\
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Last updated on Mar 26, 2026](https://app.commslayer.com/hc/help-center/articles/1774543366-connect-your-email-to-commslayer-zoho-mail)
[### Connect your email to Commslayer – Namecheap\
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Connect your email to Commslayer using the recommended Standard setup. This guide is for domains managed in Namecheap. Time required: About 10 minutes Before you start You'll need: - Access to your Namecheap account (domain DNS settings) - Access to your email provider's settings to set up forwarding - An email address on your domain (like support@yourstore.com) with a mailbox you can forward from — not a free @gmail.com address Step 1: Create your inbox in Commslayer 1. Go to Settings → Inboxes and click Add inbox 2. Select \*\*Email \*\* 3. Choose Standard setup (the recommended option) 4. Enter your support email address (e.g., support@yourstore.com) 5. Give your inbox a name (e.g., "Support" or your store name) 6. Click Create inbox Commslayer will show you two DNS records to add. Keep this page open. Keep this page open — you'll need to copy values from it. Step 2: Add DNS records in Namecheap Open Namecheap DNS settings 1. Log in to Namecheap 2. Go to Domain List and click Manage next to your domain 3. Click the Advanced DNS tab Add the DKIM record 1. Under Host Records, click Add New Record 2. Set the type to TXT Record 3. Fill in: - Host: Copy from Commslayer (looks like xxxxxxxx.\_domainkey) — Namecheap automatically appends your domain, so don't add it yourself - Value: Copy the long string from Commslayer - TTL: Automatic 4. Click the green ✓ checkmark to save Add the Return-Path record 1. Click Add New Record again 2. Set the type to CNAME Record 3. Fill in: - Host: Copy from Commslayer (looks like pm-bounces) - Value: Copy from Commslayer - TTL: Automatic 4. Click the green ✓ checkmark to save 1. Verify your records Go back to Commslayer and click Verify. Records usually verify within a few minutes but can take up to 48 hours to propagate. Step 3: Set up email forwarding Set up forwarding in your email provider to send incoming emails to Commslayer. 1. Log in to your email provider's settings or control panel 2. Find Forwarding, Email routing, or Email rules 3. Create a rule to forward all incoming email to the address shown in Commslayer 4. Save and enable the rule Important: Many providers send a confirmation email to verify the forwarding address. This email arrives in your Commslayer inbox — check there, find the confirmation email, and click the link. Forwarding won't work until you do this. Note for Namecheap Email Hosting users: If your mailbox is hosted by Namecheap, you can set up forwarding directly from the Namecheap Email panel under Private Email → Manage → Forwarding. Tips: - Use forward or redirect (not "send as" or "reply to") - Forward all messages, not just specific ones - Keep a copy in your original inbox if you want a backup Step 4: Test your setup Send a test email to your support address from a different email account. It should appear in your Commslayer inbox within a minute or two. Only new forwarded emails will appear in Commslayer — historical emails are not imported. Common issues Forwarding not working Check your Commslayer inbox for a confirmation email from your email provider — you must click the link before forwarding activates. This is the most common issue. DNS records not verifying - Wait up to 48 hours for propagation - Check whatsmydns.net to see propagation status - Make sure you didn't include your domain twice in the Host field - Copy values exactly — no extra spaces Emails not appearing in Commslayer - Verify forwarding is enabled and active - Check that the forwarding address is correct (copy it fresh from Commslayer) - Look for any filters or rules that might be intercepting emails Provider blocking external forwarding Some providers block forwarding to external addresses by default. Check your provider's documentation or contact their support to enable it. Need help? Contact us at karri@commslayer.com if you get stuck.\
\
Last updated on Feb 27, 2026](https://app.commslayer.com/hc/help-center/articles/1771601159-connect-your-email-to-commslayer-namecheap)
[### Connect your email to Commslayer – Cloudflare\
\
Connect your email to Commslayer using the recommended Standard setup. This guide is for domains managed in Cloudflare. Time required: About 10 minutes Before you start You'll need: - Access to your Cloudflare account (domain DNS settings) - Access to your email provider's settings to set up forwarding - An email address on your domain (like support@yourstore.com) with a mailbox you can forward from — not a free @gmail.com address Step 1: Create your inbox in Commslayer 1. Go to Settings → Inboxes and click Add inbox 2. Select \*\*Email \*\* 3. Choose Standard setup (the recommended option) 4. Enter your support email address (e.g. support@yourstore.com) 5. Give your inbox a name (e.g. "Support" or your store name) 6. Click Create inbox Commslayer will show you two DNS records to add. Keep this page open. Step 2: Add DNS records in Cloudflare Open Cloudflare DNS settings 1. Log in to Cloudflare 2. Select your domain from the dashboard 3. Click DNS in the left sidebar, then Records Add the DKIM record 1. Click Add record 2. Set the type to TXT 3. Fill in: - Name: Copy from Commslayer (looks like xxxxxxxx.\_domainkey) — Cloudflare appends your domain automatically - Content: Copy the long string from Commslayer - TTL: Auto 4. Set Proxy status to DNS only (grey cloud, not orange) 5. Click Save Add the Return-Path record 1. Click Add record 2. Set the type to CNAME 3. Fill in: - Name: Copy from Commslayer (looks like pm-bounces) - Target: Copy from Commslayer - TTL: Auto 4. Set Proxy status to DNS only (grey cloud, not orange) 5. Click Save Proxy status: Both records must be set to DNS only. If Cloudflare proxies them (orange cloud), DNS verification will fail. Verify your records Go back to Commslayer and click Verify. Cloudflare propagates quickly — records often verify within minutes. Step 3: Set up email forwarding 1. Log in to your email provider's settings or control panel 2. Find Forwarding, Email routing, or Email rules 3. Create a rule to forward all incoming email to the address shown in Commslayer 4. Save and enable the rule Using Cloudflare Email Routing? Go to Email → Email Routing → Routing Rules and set the destination to the forwarding address shown in Commslayer. Important: Many providers send a confirmation email to verify the forwarding address. That email arrives in your Commslayer inbox — check there, find it, and click the link. Forwarding won't work until you do this. Use forward or redirect — not "send as" or "reply to". Forward all messages, not just specific ones. Step 4: Test your setup Send a test email to your support address from a different email account. It should appear in your Commslayer inbox within a minute or two. Only new forwarded emails will appear in Commslayer — historical emails are not imported. Common issues Forwarding not working Check your Commslayer inbox for a confirmation email from your email provider — you must click the link before forwarding activates. This is the most common issue. DNS records not verifying - Make sure both records have Proxy status: DNS only — not proxied - Wait up to 48 hours for propagation (usually much faster with Cloudflare) - Check whatsmydns.net to see propagation status - Copy values exactly — no extra spaces Emails not appearing in Commslayer - Verify forwarding is enabled and active - Check that the forwarding address is correct (copy it fresh from Commslayer) - Look for any filters or rules that might be intercepting emails Provider blocking external forwarding Some providers block forwarding to external addresses by default. Check your provider's documentation or contact their support to enable it. Need help? Contact us at karri@commslayer.com if you get stuck.\
\
Last updated on Feb 27, 2026](https://app.commslayer.com/hc/help-center/articles/1771601187-connect-your-email-to-commslayer-cloudflare)
[### Connect your email to Commslayer – Shopify\
\
Connect your email to Commslayer using the recommended Standard setup. This guide is for stores using a Shopify-managed domain. Time required: About 10 minutes Before you start You'll need: - Access to your Shopify admin (domain DNS settings) - Access to your email provider's settings to set up forwarding - An email address on your domain (like support@yourstore.com) with a mailbox you can forward from — not a free @gmail.com address Note: Shopify manages DNS only for domains purchased through Shopify. If you bought your domain elsewhere and connected it to Shopify, edit DNS at your original registrar (GoDaddy, Namecheap, Cloudflare, etc.) instead. Step 1: Create your inbox in Commslayer 1. Go to Settings → Inboxes and click Add inbox 2. Select \*\*Email \*\* 3. Choose Standard setup (the recommended option) 4. Enter your support email address (e.g. support@yourstore.com) 5. Give your inbox a name (e.g. "Support" or your store name) 6. Click \*\*Create inbox \*\* Commslayer will show you two DNS records to add. Keep this page open. Step 2: Add DNS records in Shopify Open Shopify DNS settings 1. Log in to your Shopify admin 2. Go to Settings → Domains 3. Click on your domain 4. Click Manage DNS or DNS settings Add the DKIM record 1. Click Add record (or the + button next to TXT records) 2. Set the type to TXT 3. Fill in: - Name / Host: Copy from Commslayer (looks like xxxxxxxx.\_domainkey) - Value / Content: Copy the long string from Commslayer - TTL: Leave as default 4. Click Save Add the Return-Path record 1. Click Add record 2. Set the type to CNAME 3. Fill in: - Name / Host: Copy from Commslayer (looks like pm-bounces) - Value / Target: Copy from Commslayer - TTL: Leave as default 4. Click Save Shopify DNS limitations: Shopify's DNS editor has limited record types. If you can't add the records needed, consider managing DNS through Cloudflare instead. Verify your records Go back to Commslayer and click Verify. Records usually verify within a few minutes but can take up to 48 hours. Step 3: Set up email forwarding 1. Log in to your email provider's settings or control panel 2. Find Forwarding, Email routing, or Email rules 3. Create a rule to forward all incoming email to the address shown in Commslayer 4. Save and enable the rule Using Shopify Email Forwarding? Go to Shopify admin → Settings → Domains → your domain → Email forwarding and update the forwarding destination to the address Commslayer provides. Important: Many providers send a confirmation email to verify the forwarding address. That email arrives in your Commslayer inbox — check there, find it, and click the link. Forwarding won't work until you do this. Use forward or redirect — not "send as" or "reply to". Forward all messages, not just specific ones. Step 4: Test your setup Send a test email to your support address from a different email account. It should appear in your Commslayer inbox within a minute or two. Only new forwarded emails will appear in Commslayer — historical emails are not imported. Common issues Forwarding not working Check your Commslayer inbox for a confirmation email from your email provider — you must click the link before forwarding activates. This is the most common issue. DNS records not verifying - Wait up to 48 hours for propagation - Check whatsmydns.net to see propagation status - Make sure you didn't include your domain twice in the Name field - Copy values exactly — no extra spaces - If Shopify doesn't support the record types needed, consider managing DNS through Cloudflare instead Emails not appearing in Commslayer - Verify forwarding is enabled and active - Check that the forwarding address is correct (copy it fresh from Commslayer) - Look for any filters or rules that might be intercepting emails Provider blocking external forwarding Some providers block forwarding to external addresses by default. Check your provider's documentation or contact their support to enable it. Need help? Contact us at karri@commslayer.com if you get stuck.\
\
Last updated on Mar 03, 2026](https://app.commslayer.com/hc/help-center/articles/1771601218-connect-your-email-to-commslayer-shopify)
[### Microsoft 365 alias setup\
\
Microsoft 365 alias setup Route a specific email alias from your Microsoft 365 inbox to Commslayer while keeping your other aliases in Outlook. Time required: 15–20 minutes When you need this This setup is for you if: - You have a Microsoft 365 (Outlook) inbox with multiple aliases (e.g., support@, info@, sales@yourstore.com) - You want only one alias (like support@yourstore.com) to go to Commslayer - Your other aliases should stay in Outlook as usual Before you start You'll need: - A Microsoft 365 account with aliases configured - Access to your domain's DNS settings - An email address on your domain (like support@yourstore.com) with a mailbox you can forward from — not a free @outlook.com or @hotmail.com address Step 1: Create your inbox in Commslayer 1. Go to Settings → Inboxes and click Add inbox 2. Select Email 3. Choose Standard setup (the recommended option) 4. Enter your alias email address (e.g., support@yourstore.com) 5. Give your inbox a name (e.g., "Support") 6. Click Create inbox Step 2: Add DNS records Commslayer will show you two DNS records to add. These let you send emails from your alias. Add the DKIM record 1. Log in to your domain registrar (or Microsoft 365 admin center if your DNS is hosted there) 2. Find DNS settings 3. Add a new TXT record: - Name/Host: Copy from Commslayer (looks like xxxxxxxx.\_domainkey) - Value: Copy the long string from Commslayer 4. Save the record Add the Return-Path record 1. Add a new CNAME record: - Name/Host: Copy from Commslayer (looks like pm-bounces) - Value: Copy from Commslayer 2. Save the record Click Verify in Commslayer. This usually takes a few minutes. Step 3: Set up Outlook forwarding First, add Commslayer as a forwarding address in Outlook: 1. Sign in to outlook.office.com 2. Click the gear icon → View all Outlook settings 3. Go to Mail → Forwarding 4. Do not enable the global forwarding option here — we'll use a rule instead (see Step 4) 5. Copy the forwarding address shown in Commslayer — you'll need it for the rule below Step 4: Create a rule for your alias This rule ensures only emails sent to your support alias are forwarded to Commslayer. Your other aliases stay in Outlook. 1. In Outlook settings, go to Mail → Rules 2. Click Add new rule 3. Give your rule a name (e.g., "Forward support alias to Commslayer") 4. Under Add a condition, select To and enter your alias (e.g., support@yourstore.com) 5. Under Add an action, select Forward to and paste your Commslayer forwarding address 6. Optionally add a second action: Move to → a separate folder (so these emails don't clutter your inbox) 7. Click Save Note: If you manage multiple mailboxes via Microsoft 365 admin, you can also set this up as a mail flow rule (transport rule) in the Exchange admin center under Mail flow → Rules. This is useful if the alias is a shared mailbox rather than an alias on a personal account. Step 5: Test your setup Send a test email to your alias from a different email account. It should appear in your Commslayer inbox within a few minutes. Emails to your other aliases will continue arriving in Outlook as usual. Common issues Forwarding not working Double-check that your Outlook rule is enabled and that the To condition exactly matches your alias address. Emails to other aliases also going to Commslayer Review your rule — make sure the To condition specifies only your support alias, not a broader condition like "any recipient." Rule not appearing in Outlook settings Some Microsoft 365 configurations require rules to be set via the Exchange admin center instead of the standard Outlook web interface. Contact your IT admin if you don't see the Rules option. DNS records not verifying - Wait up to 48 hours for propagation - Check whatsmydns.net to see propagation status - If DNS is managed via Microsoft 365 admin, make sure you're editing records under Settings → Domains → \[your domain\] → DNS records Need help? Contact us at karri@commslayer.com if you get stuck.\
\
Last updated on Mar 25, 2026](https://app.commslayer.com/hc/help-center/articles/1774448575-microsoft-365-alias-setup)
[### Standard email setup for Proton Mail\
\
Connect your Proton Mail email to Commslayer using the recommended Standard setup. This gives you unlimited sending with no daily caps. Time required: About 10–15 minutes Note: Proton Mail requires a paid plan (Proton Mail Plus, Unlimited, or any Business plan) to use email forwarding. Free Proton accounts do not support auto-forwarding. Before you start You'll need: - A paid Proton Mail account - A custom domain email address (e.g., support@yourstore.com) — or a Proton Mail address (e.g., support@proton.me) on a paid plan - Access to your domain's DNS settings if you're using a custom domain (GoDaddy, Namecheap, Cloudflare, Shopify, etc.) Note on custom domains: If your Proton Mail account uses a custom domain (e.g., support@yourstore.com), make sure your domain is already connected to Proton Mail before proceeding. See Proton's custom domain setup guide if you haven't done this yet. Step 1: Create your inbox in Commslayer 1. Go to Settings → Inboxes and click Add inbox 2. Select Email 3. Choose Standard setup (the recommended option) 4. Enter your Proton Mail address (e.g., support@yourstore.com or support@proton.me) 5. Give your inbox a name (e.g., "Support" or your store name) 6. Click \*\*Create inbox \*\* Step 2: Add DNS records Commslayer will show you two DNS records to add. These allow Commslayer to send emails on your behalf. Add the DKIM record 1. Log in to your domain registrar (where you manage your domain's DNS) 2. Find DNS settings or DNS management 3. Add a new TXT record: - Name/Host: Copy from Commslayer (looks like xxxxxxxx.\_domainkey) - Value: Copy the long string from Commslayer - TTL: Leave as default 4. Save the record Add the Return-Path record 1. Add a new CNAME record: - Name/Host: Copy from Commslayer (looks like pm-bounces) - Value: Copy from Commslayer - TTL: Leave as default 2. Save the record Verify your records Click Verify in Commslayer. Records usually verify within a few minutes, but can take up to 48 hours to propagate. Tip: If you're using Cloudflare, make sure the proxy is set to "DNS only" (gray cloud) for these records. Step 3: Set up email forwarding in Proton Mail 1. Sign in to your Proton Mail account at mail.proton.me 2. Click the Settings (⚙️) icon → All settings 3. In the left sidebar, click Forward and auto-reply 4. Click Add forwarding rule 5. In the Forward to field, paste the forwarding address from Commslayer 6. If you have multiple addresses on your account, open the Forward from dropdown and select the correct support address 7. Click Next (skip custom conditions unless you need them) 8. Click Save Important: Proton Mail will send a confirmation request to Commslayer. Open your Commslayer inbox, find the email from Proton Mail, and click Accept (or the confirmation link inside). Forwarding won't activate until you do this. 1. Back in Proton Mail settings, confirm the forwarding rule is active (it should show as enabled) Step 4: Test your setup Send a test email to your Proton Mail address from a different email account. It should appear in your Commslayer inbox within a minute or two. Only new forwarded emails will appear in Commslayer. Historical emails are not imported. What changes with Standard setup With Standard setup, Commslayer sends emails through our servers instead of Proton Mail's servers. Sent emails won't appear in Proton Mail. Your replies to customers will only be visible in Commslayer. They won't show up in Proton Mail's Sent folder. Incoming emails still appear in both Proton Mail and Commslayer (since they're forwarded). This is normal. Commslayer becomes your main workspace for customer conversations. Common issues DNS records not verifying - Wait up to 48 hours for propagation (usually much faster) - Check whatsmydns.net to see if your records have propagated - Make sure you didn't include your domain twice in the Name field - If using Cloudflare, ensure proxy is off (gray cloud) Forwarding not working - Check your Commslayer inbox for the Proton Mail confirmation email. You must accept the request before forwarding activates - Verify the forwarding rule is enabled (not paused) in Proton Mail settings under Forward and auto-reply - Check that the correct address is selected in the Forward from dropdown if you have multiple addresses Emails not appearing in Commslayer - Make sure no Proton Mail filters are intercepting or moving emails before forwarding triggers - Confirm you're forwarding from the correct address — the one customers actually write to Forwarding not available on my plan Email forwarding requires a paid Proton plan (Plus, Unlimited, or Business). If you're on a free plan, you'll need to upgrade before you can set up forwarding. Need help? Contact us at karri@commslayer.com if you get stuck.\
\
Last updated on Apr 03, 2026](https://app.commslayer.com/hc/help-center/articles/1775236251-standard-email-setup-for-proton-mail)
[### Standard email setup for Titan Mail\
\
Connect your Titan Mail email to Commslayer using the recommended Standard setup. This gives you unlimited sending with no daily caps. Time required: About 10–15 minutes Before you start You'll need: - A Titan Mail account with a custom domain email address (e.g., support@yourstore.com) - Access to your domain's DNS settings (GoDaddy, Namecheap, Cloudflare, Shopify, etc.) Step 1: Create your inbox in Commslayer 1. Go to Settings → Inboxes and click Add inbox 2. Select Email 1. Choose Standard setup (the recommended option) 1. Enter your Titan Mail address (e.g., support@yourstore.com) 2. Give your inbox a name (e.g., "Support" or your store name) 3. Click Create inbox Step 2: Add DNS records Commslayer will show you two DNS records to add. These allow Commslayer to send emails on your behalf. Add the DKIM record 1. Log in to your domain registrar (where you manage your domain's DNS) 2. Find DNS settings or DNS management 3. Add a new TXT record: - Name/Host: Copy from Commslayer (looks like xxxxxxxx.\_domainkey) - Value: Copy the long string from Commslayer - TTL: Leave as default 4. Save the record Add the Return-Path record 1. Add a new CNAME record: - Name/Host: Copy from Commslayer (looks like pm-bounces) - Value: Copy from Commslayer - TTL: Leave as default 2. Save the record Verify your records Click Verify in Commslayer. Records usually verify within a few minutes, but can take up to 48 hours to propagate. Tip: If you're using Cloudflare, make sure the proxy is set to "DNS only" (gray cloud) for these records. Step 3: Set up email forwarding in Titan Mail 1. Sign in to your Titan Mail account at mail.titan.email 2. Click the Settings (⚙️) icon → Preferences 3. Click Forwarding 4. Under Forward emails out, click Add 5. Enter the forwarding address from Commslayer in the destination field 6. Choose whether to keep copies of incoming emails in your Titan inbox (recommended: Yes) 7. Click Next Important: Titan Mail will send a 6-digit verification code to the Commslayer forwarding address. Open your Commslayer inbox, find the email from Titan Mail, copy the code, and enter it in the Titan Mail pop-up to complete the setup. Forwarding won't activate until you do this. 1. Once the code is accepted, forwarding will be active Step 4: Test your setup Send a test email to your Titan Mail address from a different email account. It should appear in your Commslayer inbox within a minute or two. Only new forwarded emails will appear in Commslayer. Historical emails are not imported. What changes with Standard setup With Standard setup, Commslayer sends emails through our servers instead of Titan Mail's servers. Sent emails won't appear in Titan Mail. Your replies to customers will only be visible in Commslayer. They won't show up in Titan Mail's Sent folder. Incoming emails still appear in both Titan Mail and Commslayer (since they're forwarded). This is normal. Commslayer becomes your main workspace for customer conversations. Common issues DNS records not verifying - Wait up to 48 hours for propagation (usually much faster) - Check whatsmydns.net to see if your records have propagated - Make sure you didn't include your domain twice in the Name field - If using Cloudflare, ensure proxy is off (gray cloud) Forwarding not working - Check your Commslayer inbox for the 6-digit verification code email from Titan Mail. Forwarding won't activate until the code is entered - Verify the forwarding rule is enabled (not paused) in Titan Mail under Preferences → Forwarding - Note: Titan Mail supports up to 3 external forwarders per account Emails not appearing in Commslayer - Check that no Titan Mail rules or filters are moving emails before forwarding triggers - Confirm you're forwarding from the correct address — the one customers actually write to Need help? Contact us at karri@commslayer.com if you get stuck.\
\
Last updated on Apr 08, 2026](https://app.commslayer.com/hc/help-center/articles/1775666594-standard-email-setup-for-titan-mail)
---
# Assigning tickets in Commslayer | Help center
[Home](https://app.commslayer.com/hc/help-center/en)
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Assigning tickets in Commslayer
Assigning tickets in Commslayer
===============================
Last updated on Feb 02, 2026
Proper ticket assignment is key to having clear ownership, faster replies, and no "orphan" conversations. In Commslayer, there are two main ways to assign tickets to agents:
1. Manual Assignment
2. Auto-Assignment
Both methods can be used together: manual assignment is the foundation, while auto-assignment helps you distribute new incoming tickets efficiently across your team.
**1\. Manual Assignment (Recommended Base Practice)**
Manual assignment is the first action an agent should take when they open a ticket. This ensures that every conversation has a clear owner from the very beginning.
_How to manually assign a ticket to yourself_
* Open the ticket you want to work on.
* Go to the right sidebar menu.
* Click on Assign agent.
* Select your name from the list.
Once assigned, you can reply and manage the ticket as the owner.
_What if I forget to assign the ticket?_
If an agent replies to a ticket that is still unassigned, Commslayer will automatically assign that ticket to the **last person who responded**.
This means:
* Ideally, you should always assign the ticket to yourself first.
* If you forget, your reply will still create ownership: the ticket will be automatically assigned to you as soon as you respond.
This behavior helps keep the queue clean and prevents tickets from staying unassigned after someone has already taken action on them.
**2\. Auto-Assignment of New Tickets**
If you want new incoming tickets to be distributed automatically among your agents, you can enable auto-assignment at the inbox level.
How to enable auto-assignment
1. Go to **Settings**.
2. Click on **Inboxes**.
3. Select the inbox you want to configure.
4. Go to **Agent Assignment**.
5. Enable **Auto-assignment**.
Once enabled, Commslayer will automatically assign **new incoming tickets** in that inbox to agents who:
* Are **collaborators** of that inbox, and
* Are **online** at that specific moment.
_Capacity limit: maximum number of conversations per agent_
To avoid overloading a single agent, you can configure a **maximum number of active conversations** that can be assigned to each agent. This acts as a capacity limit.
* When an agent reaches this limit, they will temporarily stop receiving new auto-assigned tickets.
* As they resolve, close, or otherwise reduce their active load, they will become eligible again for new auto-assigned tickets.
The distribution logic is **round robin**, which means that Commslayer will assign new tickets in turns, cycling through the eligible agents one by one, instead of sending everything to the same person (as long as they are online and below their capacity).
**Practical Examples**
Let us assume:
You have 4 agents assigned as collaborators in the same inbox.
* Auto-assignment is enabled.
* All other settings are standard.
_**Scenario 1: 3 out of 4 agents are offline**_
* Only 1 agent is currently online.
Result: All new incoming tickets will be auto-assigned to the single online agent (until they reach their capacity limit, if set).
_**Scenario 2: 2 agents online, 2 offline**_
* 2 agents are online, 2 are offline.
Result: New incoming tickets will be distributed between the 2 online agents according to the auto-assignment logic and their capacity limits.
Offline agents are never included in auto-assignment, even if they are collaborators of the inbox.
**Important Note on Scope of Auto-Assignment**
When auto-assignment is enabled, it applies only to new incoming tickets; it is not retroactive.
Any tickets that are already unassigned in your inbox will not be automatically distributed.
To handle existing unassigned tickets, agents should use manual assignment (assign to themselves or colleagues).
* * *
Frequently Asked Questions
--------------------------
**Can other agents see tickets that are assigned to me?**
Yes! Assigning a ticket to yourself does not make it private or hidden. All agents can see all tickets in the "All Conversations" view. Assignment is purely for tracking ownership and responsibility—it doesn't restrict visibility.
If you want to see only your own tickets, use the "Mine" filter in the sidebar. But other team members can always find your tickets if they need to help out or take over.
**What does "Participants" mean?**
Participants are agents who want to be notified about updates to a ticket without being assigned to it. Use this when:
* You want to stay in the loop on a conversation someone else is handling
* Multiple people need visibility into a ticket's progress
* A manager wants to monitor specific conversations
Participants receive notifications but aren't responsible for responding. The assigned agent remains the owner.
**A colleague is out—can I reply to their assigned tickets?**
Absolutely. You can reply to any ticket regardless of who it's assigned to. When you reply:
* The ticket will be reassigned to you automatically (since you were the last responder)
* Or you can manually reassign it before replying using the dropdown next to the Send button
This makes shift handoffs easy—just jump in and respond.
**Why are some tickets not appearing in my inbox?**
If tickets seem to be "missing," check these common causes:
1. **AI agent filtering**: Tickets being handled by the AI agent are filtered out of regular views. Find them under **AI Agent → Pending** in the sidebar.
2. **View filters**: Make sure you're in "All" status, not just "Open" or a custom filter.
3. **Inbox selection**: Check that you're viewing the correct inbox in the sidebar.
---
# Spam management in Commslayer | Help center
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Spam management in Commslayer
Spam management in Commslayer
=============================
Last updated on Feb 02, 2026
How to manage the spam messages in Commslayer
=============================================
Managing spam effectively helps you maintain a clean inbox and focus only on relevant communications. Since email comes through your own email provider, Commslayer can't really delete these messages. Alternatively, there are two main approaches depending on what information you have about the spam messages.
**Case 1: When you know the exact email address or domain**
If you already know the sender’s email address or domain that should be treated as spam, you can automate the process to close these emails automatically.
**Steps:**
1. Go to **Settings** > **Automations** > **Add Automation Rule**.
1. Identify the most common spam email address or domain you receive in your inbox.
2. Add this address or domain as a **condition** in your automation rule.
3. Set the action to **automatically close** the email.
This ensures that any future emails from that address or domain will be handled without manual effort.
Case 2: When you only know the typical content of the spam messages
-------------------------------------------------------------------
If the spam cannot be identified by sender address or domain, you can use the **Spam Auto-label** tool to filter it based on content.
_Note: this feature is available only for the **basic** and **plus** plans_
**Steps:**
1. Go to **Settings** > **Labels**.
2. Enable **Auto-labels >** Add **auto-label**
3. In the **Prompt** field, describe the type of emails that should be automatically labeled as spam (e.g., "emails offering fake giveaways" or "messages containing cryptocurrency scams").
4. **Save your settings.**
Once enabled, Commslayer’s AI will recognize similar spam patterns and automatically label these emails, making them easy to review or ignore.
✅ **Tip:** For best results, combine both methods—use automation rules for known addresses and auto-labeling for content-based spam—to keep your inbox completely organized.
Troubleshooting
---------------
Sometimes, legitimate emails may be incorrectly flagged as spam. Here’s how to handle these situations:
* **Review your automation rules:**
Check if the sender’s email or domain has been mistakenly included in the conditions. Remove or update the rule if necessary.
* **Refine your spam prompt:**
In the **Spam Auto-label** tool, adjust your prompt to be more specific. For example, instead of “emails about promotions,” you could specify “emails about cryptocurrency promotions from unknown senders.”
* **Whitelist important senders:**
Add trusted contacts or domains to a **safe list** within your settings to ensure they are never flagged as spam.
By fine-tuning your rules and prompts, you can keep your inbox spam-free without missing important communications.
---
# Create a CSAT survey | Help center
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Create a CSAT survey
Create a CSAT survey
====================
Last updated on Jan 27, 2026
Both the chat widget and email inboxes have the option to enable a Customer Satisfaction Score (CSAT) survey that will prompt the customer to leave a review of the customer service provided when a conversation is resolved. When CSAT is enabled and an agent resolves a conversation, then end customer will see the following button in the message:
To enable CSAT in the Shopify chat widget go to Settings > Inboxes > Shopify chat widget > Configuration > Enable CSAT.
To enable CSAT in the email inbox Settings > Inboxes > Email > CSAT.
---
# How to setup the AI agent | Help center
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[AI agent](https://app.commslayer.com/hc/help-center/en/categories/ai-agent)
How to setup the AI agent
How to setup the AI agent
=========================
Last updated on Feb 23, 2026
Setting up the AI agent takes about 10-15 minutes if you know your products well.
1\. Add knowledge
-----------------
The AI agent answers questions based on what it knows. Before it can help customers, you need to give it knowledge.
Navigate to **AI Agent → Knowledge** and add your store information:
**Help articles** - Create articles in the Help Center with answers to common questions. The AI will reference these when responding. Good starting articles:
* Shipping and delivery times
* Return and refund policies
* Product care instructions
* Common troubleshooting steps
**Text snippets** - Short knowledge pieces covering policies, FAQs, and specific topics. You can also save good responses from conversations directly to AI knowledge.
**Guidance** - Give the AI specific rules and instructions. For example: "Always offer free shipping on orders over $100" or "Never promise delivery dates."
The more knowledge you add, the better the AI performs. Start with your most common questions.
2\. Configure actions
---------------------
Actions let the AI do things, not just answer questions. Navigate to **AI Agent → Actions** and review what's available:
**Shopify actions** - The AI can look up orders, check tracking status, update shipping addresses, and more. These connect directly to your Shopify store.
**Custom actions** - Create your own actions with a URL and instructions. For example, you can let the AI check a custom loyalty points system.
Toggle on the actions you want the AI to use.
3\. Clarifying questions
------------------------
When the AI doesn't have enough information to help, it can ask the customer a clarifying question. Navigate to **AI Agent → Clarifying questions** to set these up.
For example, if a customer asks about their order but doesn't provide an order number, the AI can ask for it.
Answers are automatically saved to AI knowledge, so the AI won't need to ask the same question again.
4\. Set AI behavior
-------------------
Navigate to **AI Agent → Settings** and configure:
**Inbox assignment** - Choose which inboxes the AI monitors. The AI only responds to conversations in selected inboxes.
**Auto-resolve** - Automatically close conversations after the AI successfully helps. You can set a delay (e.g., resolve after 2 hours if no reply).
**Handoff rules** - Define when the AI should stop and hand off to a human agent. For example, hand off when a customer mentions a refund or uses angry language.
5\. Test before going live
--------------------------
Use the **Playground** (AI Agent → Playground) to test the AI before it talks to real customers.
Send test messages and see how the AI responds. If a response isn't right, you can:
* Add or update knowledge to fill gaps
* Adjust guidance to change behavior
* Add a response example to show the correct approach
6\. Enable the AI
-----------------
When you're happy with the AI's responses, go to **AI Agent → Settings** and toggle the AI on for your inboxes.
The AI will now monitor new conversations and respond automatically.
* * *
Tips for better performance
---------------------------
**Start narrow** - Enable the AI for one inbox first. Learn how it performs before expanding.
**Review conversations** - Check conversations where the AI responded. Look for gaps in knowledge or wrong answers, and fix them.
**Use CSAT feedback** - If customers rate interactions poorly, investigate what went wrong and improve the knowledge base.
**Refine over time** - The AI improves as you add more knowledge and examples. Regular maintenance pays off.
* * *
What the AI won't do
--------------------
The AI is designed to be helpful and safe. It will not:
* Make promises you haven't approved in guidance
* Take actions you haven't enabled
* Respond to inboxes you haven't selected
* Continue a conversation after a human agent takes over
---
# Setting up a contact form | Help center
[Home](https://app.commslayer.com/hc/help-center/en)
[Using Commslayer](https://app.commslayer.com/hc/help-center/en/categories/using-commslayer)
Setting up a contact form
Setting up a contact form
=========================
Last updated on Jan 27, 2026
For setting up a contact form, there are two options:
**1\. Native Shopify “Contact us” form**
The standard contact form included with every Shopify theme sends each submission to your designated support address, where you can reply from your support inbox.
[How to setup the basic form](https://help.shopify.com/en/manual/online-store/themes/customizing-themes/common-customizations/add-contact-page)
_**Limitation**:_ The form is basic and does not support advanced fields such as dropdowns or multi-step workflows.
**2\. Shopify Forms app connected through Flow**
If you require a more flexible form—such as a multi-step questionnaire for wholesale requests or warranty claims—use [**Shopify Forms**](https://app.commslayer.com/hc/help-center/articles/apps.shopify.com/shopify-forms)
and connect it to Commslayer with [**Shopify Flow**](https://apps.shopify.com/flow)
.
Submissions are delivered to the specified Commslayer inbox, with the customer shown as the sender, enabling direct replies.
Sending Shopify Forms submissions to Commslayer
-----------------------------------------------
**Note: These instructions are for the Forms app, the native contact us page sends form submissions to your store email automatically.**
1. **Create and test the form** in the [Shopify Forms](https://apps.shopify.com/shopify-forms)
app, submitting a test entry for use in Flow setup.
2. **Create a new workflow.**
* **Trigger:** _Metaobject entry created._ The test submission should appear.
* **Action:** _Commslayer Helpdesk & Chat → Create a ticket._
3. **Populate the “Initial note” field** with the required variables, for example:
{{metaobject.firstName}}
{{metaobject.email}}
{{metaobject.formSubmittedAt}}
4. **Select the destination inbox** by entering the email address of the appropriate Commslayer inbox.
Save the Flow, submit another test entry, and confirm that the ticket is created as expected.
* * *
For additional assistance, contact [**karri@commslayer.com**](mailto:karri@commslayer.com)
---
# Knowledge sources | Help center
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[AI agent](https://app.commslayer.com/hc/help-center/en/categories/ai-agent)
Knowledge sources
Knowledge sources
=================
Last updated on Feb 27, 2026
Your AI agent automatically searches these sources when responding to customers. Knowledge is provided dynamically based on how well information matches the customer's request.
Help articles
-------------
Articles from your help center. The AI searches article titles and content to find relevant information.
**Tip:** Write articles that answer common customer questions. The more comprehensive your help center, the better your AI agent can self-serve.
Text snippets
-------------
Short pieces of knowledge your AI agent references when responding to customers. Use them to document policies, FAQs, product details, or anything your AI should know.
To create a text snippet:
1. Go to **AI agent → Text**
2. Click **Add text**
3. Enter a **Title** (e.g., "What's your warranty period?") and the **Content** the AI should know about this topic
The AI searches your snippets to find relevant info when responding to customers.
Canned responses
----------------
Pre-written message templates. Create these for frequently used responses like return instructions or shipping policies.
To create a canned response:
1. Go to **Settings → Canned responses**
2. Click **Add canned response**
3. Enter a short code (e.g., "feature-request") and the response content
Shopify products
----------------
If you've connected Shopify, your AI agent can look up product details including titles, descriptions, pricing, and availability.
Shopify orders
--------------
Your AI agent can retrieve order information including status, tracking numbers, and order history for identified customers.
Knowledge suggestions
---------------------
Commslayer automatically suggests saving knowledge when your team fills in where the AI left off.
Suggestions are triggered in two cases:
* **Human responds after AI handover.** The AI didn't have the answer, so a human stepped in. That response is a good candidate for saving.
* **Human edits an AI draft before sending.** The edit signals the AI's answer wasn't quite right. The corrected version gets suggested as a text snippet.
**How it appears:** A card shows up in the conversation below the human's message. It contains a generated title and the option to save or dismiss.
**Saving a suggestion:** Click **Save** to open a modal where you can review and edit the content before saving it to AI knowledge.
**Dismissing:** Click **Dismiss** to hide the suggestion if it's not useful.
**Bulk management:** Suggestions also appear in **AI agent → Knowledge gaps → Suggestions**, where you can review, save, or dismiss them in bulk.
---
# Writing guidance | Help center
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[AI agent](https://app.commslayer.com/hc/help-center/en/categories/ai-agent)
Writing guidance
Writing guidance
================
Last updated on Feb 03, 2026
Guidance rules tell your AI agent how to handle customer scenarios. Each rule has four parts:
* **Title** — Short name (e.g., "WISMO: Regional delivery timeframes")
* **Description** — WHEN to trigger: the topic or customer situation
* **Instructions** — HOW to handle it: specific scenarios and conditions
* **Status** — disabled, testing (playground only), or enabled (live)
Writing descriptions
--------------------
The description defines WHEN this guidance triggers. It can be broad—specific scenarios go in the instructions.
**Examples:**
* "Customer inquiries about order location, delivery status, shipping updates, tracking information, or asking 'where is my order'"
* "Customer wants to return an order or item"
* "Customer reports product arrived damaged, broken, or defective"
Writing instructions
--------------------
Instructions tell the AI HOW to handle the situation. Break them into scenarios with clear conditions.
### Example: WISMO with regional timeframes
**Title:** WISMO: Regional delivery timeframes
**Description:** Customer inquiries about order location, delivery status, shipping updates, tracking information, or asking variations of 'where is my order/package/shipment.' Includes questions about delivery timing, order progress, or shipping delays.
**Instructions:**
Scenario 1: No tracking available yet
Trigger: Customer asks for tracking and no tracking number is available
IF order created less than 2 business days ago:
- Inform tracking will be available once dispatched, usually within 24 hours
- Processing can take up to 3 business days during busy periods
- Advise customer to check back later
IF order created more than 2 business days ago:
- Apologize for the shipping delay
- Escalate to an agent
Scenario 2: Tracking available, not delivered
Trigger: Order has tracking but not yet delivered
Delivery timeframes by region:
- USA: 5-9 business days
- Canada: 5-9 business days
- UK: 5-7 business days
- Australia: 5-9 business days
- Other countries: 10-15 business days
Calculate expected delivery using order date plus regional timeframe.
IF order is on time:
- Share tracking information
- Assure: "We're closely monitoring every shipment to make sure it arrives safely."
IF order is behind by less than 2 business days:
- Advise customer to wait an additional 2 days due to possible delays
IF order is delayed by more than 2 business days:
- Escalate to an agent
Scenario 3: Marked delivered, not received
Trigger: Customer reports order marked delivered but not received
Ask customer to verify:
- Neighbor, roommate, or doorman accepting package
- Shipping address is correct
- Carrier contacted for delivery details
- Package left in discreet location
Next steps:
- Ask customer to wait 2 business days after posted delivery date
- Share tracking info and shipping address
- If verification done and 2+ days since marked delivered, escalate to agent
### Example: Damaged item reports
**Title:** Damaged or defective item reports
**Description:** Customer reports product arrived damaged, broken, defective, or not as described
**Instructions:**
Check if customer has an order
- No match → Ask for order number and checkout email
If multiple items: Ask which specific item was damaged
Request photo(s) of damaged item(s) for assessment
Review damage policy and explain options:
"We stand behind the quality of our products. If your item arrived damaged:
- Report within 7 days of delivery for fastest resolution
- Replacement ships within 1-2 business days at no cost
- Full refunds available if replacement isn't preferred
- Keep the damaged item - no need to return unless requested"
### Example: Influencer collaboration
**Title:** Influencer collaboration requests
**Description:** Customer inquires about partnerships, collaborations, sponsorships, influencer opportunities, or brand partnerships
**Instructions:**
Step 1: Initial response
- Thank customer for their interest in partnering
- Express enthusiasm about potential partnership
- Ask about collaboration details: rates, content requirements, deliverables
Step 2: Assess partnership type
IF customer proposes paid partnership:
- Explain current partnership model available
- Outline affiliate program terms:
- Commission rate: [INSERT PERCENTAGE]
- Product allocation: [INSERT DETAILS]
- Content requirements: [INSERT DELIVERABLES]
Step 3A: Customer agrees to affiliate terms
IF customer agrees:
- Collect: name, email, phone, shipping address
- Label conversation: [INSERT LABEL]
Step 3B: Customer declines
IF customer declines:
- Thank them for their time
- Express openness to future partnerships
- Label conversation: [INSERT LABEL]
Key principles
--------------
### 1\. Use scenarios for different situations
Don't handle everything in one block. Break into Scenario 1, Scenario 2, etc.
### 2\. Include specific timeframes and thresholds
"2 business days", "5-9 business days", "within 7 days" — not "soon" or "quickly"
### 3\. Define clear escalation rules
Be specific: "delayed by more than 2 business days" not just "if there's a problem"
### 4\. Tell the AI what to DO, not what to SAY
* **Good:** "Apologize for the delay and share tracking"
* **Bad:** "Say: Dear customer, we sincerely apologize..."
### 5\. Reference actions naturally
* "Escalate to an agent"
* "Resolve the conversation"
* "Leave private note about shipping damage"
* "Label conversation: \[tag name\]"
You can also trigger [custom actions](https://app.commslayer.com/hc/help-center/articles/1768980277-custom-actions)
to send data to external systems like Zapier, n8n, or Google Sheets.
### 6\. Include verification steps when needed
* "Request photo of damaged item"
* "Ask for order number and checkout email"
* "Confirm with customer it's the correct order"
Common mistakes
---------------
**Missing scenarios** Not covering different situations (tracking available vs not). Fix: Break into separate scenarios with triggers.
**Vague thresholds** Using "if delayed" instead of specific timeframes. Fix: "Delayed by more than 2 business days"
**No escalation rules** AI doesn't know when to hand over to a human. Fix: Define specific conditions for escalation.
**Over-scripting** Writing full customer messages instead of instructions. Fix: Write instructions, not scripts.
**Overriding defaults** Trying to change automatic behaviors like pending status. These can't be changed via guidance. See [AI agent capabilities and actions](https://app.commslayer.com/hc/help-center/articles/1754635372-ai-agent-actions)
for details.
Troubleshooting
---------------
**Wrong guidance triggering** Your guidance is enabled but a different rule is matching instead—sometimes even a disabled one.
Fix: Check if another guidance has overlapping or broader triggers. Either:
* Adjust the triggers to be more specific
* Remove or disable the guidance that's incorrectly matching
For example, if you have both a general "shipping inquiries" guidance and a specific "WISMO" guidance, the broader one may match first. Consider consolidating related scenarios into one guidance rule or making triggers mutually exclusive.
Testing guidance
----------------
1. Set status to **"testing"** (active only in playground)
2. Simulate real conversations in playground
3. Test each scenario path
4. Adjust and re-test
5. Set to **"enabled"** when ready
---
# Training the AI agent | Help center
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[AI agent](https://app.commslayer.com/hc/help-center/en/categories/ai-agent)
Training the AI agent
Training the AI agent
=====================
Last updated on Feb 23, 2026
Your AI agent learns from two sources: **Knowledge** and **Guidance**.
**Knowledge** is the information your AI agent can look up: help articles, canned responses, products, and past support conversations. The AI searches this automatically when customers ask questions.
**Guidance** is custom instructions you write to handle specific scenarios. Think of it like training a new teammate: you explain when a situation applies and exactly how to handle it.
Where to start
--------------
### 1\. Test in the playground
Before changing anything, try your AI agent in the playground. Send it some test messages to see how it responds out of the box. This helps you understand what it can already do and where it needs guidance.
Go to **AI Agent → Playground** to start a test conversation.
### 2\. Add guidance for common scenarios
Most support questions fall into a few categories: shipping status, returns, damaged items, order changes. Create guidance rules to handle these scenarios the way you want.
[Writing guidance →](https://app.commslayer.com/hc/help-center/articles/1768289190-writing-guidance)
### 3\. Build knowledge over time
As you handle real conversations, save great responses as text snippets. Add help articles and canned responses to give your AI more information to work with.
Commslayer also helps by automatically suggesting knowledge to save. When your team responds after an AI handover or edits an AI draft, you'll see a suggestion to save that response as a text snippet.
[Knowledge sources →](https://app.commslayer.com/hc/help-center/articles/1768290163-knowledge-sources)
Reference
---------
[AI agent capabilities and actions →](https://app.commslayer.com/hc/help-center/articles/1754635372-ai-agent-actions)
[Custom actions →](https://app.commslayer.com/hc/help-center/articles/1768980277-custom-actions)
---
# How to hide the chat icon and trigger the chat with a link or button | Help center
[Home](https://app.commslayer.com/hc/help-center/en)
[Chat widget](https://app.commslayer.com/hc/help-center/en/categories/chat-widget)
How to hide the chat icon and trigger the chat with a link or button
How to hide the chat icon and trigger the chat with a link or button
====================================================================
Last updated on Jul 25, 2025
If you want the chat window to stay hidden until someone clicks a specific link or button, we’ve got you covered.
Here’s how to set it up:
1. **Add the ID to Your Element**
On your site, locate the button, link, or any other element where you want users to click to open the chat. Then, add the following ID to that element:
id="commslayer-widget-toggle"
2. **Example HTML Code**
Here’s an example of how it might look for a button:
Or for a link:
Open Chat
3. **What Happens Next**
* Once this ID is added to an element, the chat icon will be hidden by default.
* The chat window will only appear when a user clicks the element with the `commslayer-widget-toggle` ID.
That’s it! Simple, right?
---
# Order tracking on the chat widget | Help center
[Home](https://app.commslayer.com/hc/help-center/en)
[Chat widget](https://app.commslayer.com/hc/help-center/en/categories/chat-widget)
Order tracking on the chat widget
Order tracking on the chat widget
=================================
Last updated on Feb 02, 2026
Order tracking on the chat widget allows customers to do tracking self-serve: by just inputing their order number and email, the widget will respond with specific order tracking information, including status and tracking link (if there is one):
To enable order tracking in Settings > Inboxes > Shopify chat widget > Features > Enable order tracking:
---
# Quick help links in the chat widget | Help center
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[Chat widget](https://app.commslayer.com/hc/help-center/en/categories/chat-widget)
Quick help links in the chat widget
Quick help links in the chat widget
===================================
Last updated on Feb 02, 2026
To highlight frequently asked questions in the chat widget, you can link to Help center articles or FAQs as Quick help links:
To enable Quick help links, go to Settings > Inboxes > Shopify chat widget > Quick help links and add the help articles you want to highlight in the chat widget.
---
# Customize the chat widget | Help center
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[Chat widget](https://app.commslayer.com/hc/help-center/en/categories/chat-widget)
Customize the chat widget
Customize the chat widget
=========================
Last updated on Aug 12, 2025
There's a few ways can customize how the chat widget appears on your storefront, but before we dive in just a reminder the chat widget should have been added to the store ([see how in case it wasn't added yet](https://app.commslayer.com/hc/help-center/articles/1741089207-how-to-add-chat-to-your-shopify-store)
).
You can also hide the chat icon and trigger the chat with a link or button, [by following this guide](https://app.commslayer.com/hc/help-center/articles/1737615520-how-to-hide-the-chat-icon-and-trigger-the-chat-with-a-link-or-button)
.
Other than that, from Settings > Inboxes > Shopify chat widget > Branding, you can you customize the widget's:
* avatar, colors and position (left or right)
* the bubble type and the launcher title ("Chat with us")
* z-index, vertical offset or how many pixels between the widget and the bottom of your page
---
# Setting up a help center | Help center
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[Help center](https://app.commslayer.com/hc/help-center/en/categories/help-center)
Setting up a help center
Setting up a help center
========================
Last updated on Feb 02, 2026
Commslayer allows you to offer a full help center for your store, that can be linked from your website and through the chat widget.
To set up the Help center go to Tools -> Help center. From there you can:
1. Write your first article by clicking New article
2. Check all your articles from My articles
3. Create categories and customize the look and feel from Settings
4. Check a live preview of your Help desk
Check the follow guides to further customize your Help center:
* _Creating categories to group articles_
* _Adding locales to your Help center to have it support multiple languages_
* _Customizing the look and feel of the Help center_
---
# Help center | Help center
[Home](https://app.commslayer.com/hc/help-center/en)
Help center
🛟
Help center
===========
How to enable a help center page with Commslayer
5 articles
[### Setting up a help center\
\
Commslayer allows you to offer a full help center for your store, that can be linked from your website and through the chat widget. To set up the Help center go to Tools -> Help center. From there you can: 1. Write your first article by clicking New article 2. Check all your articles from My articles 3. Create categories and customize the look and feel from Settings 4. Check a live preview of your Help desk Check the follow guides to further customize your Help center: - Creating categories to group articles - Adding locales to your Help center to have it support multiple languages - Customizing the look and feel of the Help center\
\
Last updated on Feb 02, 2026](https://app.commslayer.com/hc/help-center/articles/1754908468-setting-up-a-help-center-for-your-shopify)
[### Creating help categories to group articles\
\
Categories keep your Help center organized and group articles under the same section. To create categories, go to Help center > Settings > Categories: When creating a category, you can define it's icon, title, URL slug. You can also move categories around (i.e. move one category above the other in the Help center) by going to Help center > Categories and clicking to drag the category:\
\
Last updated on Aug 27, 2025](https://app.commslayer.com/hc/help-center/articles/1754908549-creating-categories-to-group-articles)
[### Add help articles in multiple languages\
\
You can translate your Help center to multiple languages by adding a new locale from Help center > Settings > Locales > Add locale. Once your new locale is created, you'll be able to find from the Switch portal button on the Help center main page. You can add the translated to the new locale by Switching to your new locale portal and creating the new articles there.\
\
Last updated on Feb 02, 2026](https://app.commslayer.com/hc/help-center/articles/1754908587-support-multiple-languages-by-adding-locales)
[### Customizing the look and feel of the help center\
\
To customize the look and feel of your Help center to better fit your brand you can: - Choose a logo, name and URL slug from Help center > Settings > Basic information - Define a theme color, page title, header text and link back to your home page in Help center > Settings > Portal customization - Add multiple languages to your Help center from Locales\
\
Last updated on Feb 02, 2026](https://app.commslayer.com/hc/help-center/articles/1754908614-customizing-the-look-and-feel-of-the-help-center)
[### Set up a custom domain for your help center\
\
You can now set up a custom domain for your Help center, in example: help.commslayer.com To do this, head over to Help center > Settings > Custom domain and click Add subdomain This will then give you the CNAME values you should add to the DNS settings on your domain. Once the CNAME values are added on your domain, just click Refresh.\
\
Last updated on Feb 02, 2026](https://app.commslayer.com/hc/help-center/articles/1756107455-set-up-a-custom-domain-for-your-help-center)
---
# Creating help categories to group articles | Help center
[Home](https://app.commslayer.com/hc/help-center/en)
[Help center](https://app.commslayer.com/hc/help-center/en/categories/help-center)
Creating help categories to group articles
Creating help categories to group articles
==========================================
Last updated on Aug 27, 2025
Categories keep your Help center organized and group articles under the same section. To create categories, go to Help center > Settings > Categories:
When creating a category, you can define it's icon, title, URL slug.
You can also move categories around (i.e. move one category above the other in the Help center) by going to Help center > Categories and clicking to drag the category:
---
# Chat widget | Help center
[Home](https://app.commslayer.com/hc/help-center/en)
Chat widget
💬
Chat widget
===========
6 articles
[### How to add the chat widget to your Shopify store\
\
Follow these steps to install the Commslayer chat widget on your Shopify store. 1. Open Inboxes and click Add inbox 1. Log into your Commslayer account. 2. Click Settings in the left-hand menu. 3. Navigate to Inboxes. 4. Click the Add inbox button in the top-right corner. 2. Choose the Chat widget channel 1. You'll see a list of available channels: Chat widget, Email, Meta comments & DMs, TikTok, WhatsApp, Judge.me, and Aircall. 2. Select Chat widget. 3. Create your inbox 1. Select the Store this inbox will be associated with. 2. Fill in the Inbox name, Welcome heading, and Welcome tagline under Copywriting. 3. Customize the widget under Branding. Upload a logo and choose a widget color. 4. Optionally configure Quick help links, Pre-chat form, Business hours, and CSAT surveys. 5. Click Create inbox at the bottom of the page. 4. Add agents 1. You'll be prompted to add agents — the team members who will respond to incoming chats. 2. Select agents from the dropdown and click Add agents to confirm. Note: As an administrator, add yourself as an agent to each inbox you create if you need access to all messages. 5. Enable the chat widget on your store 1. After adding agents, you'll see the Enable chat on your store screen. 2. Your chat widget won't appear on your store until you enable it in Shopify. 3. Click Enable in theme editor — this will open your Shopify theme editor directly. 4. In the theme editor, go to the App embeds tab in the left sidebar. 5. Find Commslayer chat widget and toggle it on. 6. Click Save in the top-right corner of the theme editor. 6. Verify the chat widget 1. Open your Shopify storefront (live or preview mode). 2. Look for the Commslayer chat icon in the bottom corner of the page. 3. Send a test message to confirm everything is working correctly. You're all set! Your chat widget is now live on your Shopify store. Any messages from customers will appear in your Commslayer inbox. If you run into any issues: - Make sure the Commslayer chat widget is toggled on in the Shopify theme editor App embeds tab. - Double-check that at least one agent is added to the inbox. - Reach out to us at karri@commslayer.com if the widget still isn't showing. Happy chatting!\
\
Last updated on Mar 19, 2026](https://app.commslayer.com/hc/help-center/articles/1741089207-how-to-add-chat-to-your-shopify-store)
[### How to hide the chat icon and trigger the chat with a link or button\
\
If you want the chat window to stay hidden until someone clicks a specific link or button, we’ve got you covered. Here’s how to set it up: 1. Add the ID to Your Element On your site, locate the button, link, or any other element where you want users to click to open the chat. Then, add the following ID to that element: id="commslayer-widget-toggle" 2. Example HTML Code Here’s an example of how it might look for a button: Or for a link: Open Chat 3. What Happens Next - Once this ID is added to an element, the chat icon will be hidden by default. - The chat window will only appear when a user clicks the element with the commslayer-widget-toggle ID. That’s it! Simple, right?\
\
Last updated on Jul 25, 2025](https://app.commslayer.com/hc/help-center/articles/1737615520-how-to-hide-the-chat-icon-and-trigger-the-chat-with-a-link-or-button)
[### Customize the chat widget\
\
There's a few ways can customize how the chat widget appears on your storefront, but before we dive in just a reminder the chat widget should have been added to the store (see how in case it wasn't added yet). You can also hide the chat icon and trigger the chat with a link or button, by following this guide. Other than that, from Settings > Inboxes > Shopify chat widget > Branding, you can you customize the widget's: - avatar, colors and position (left or right) - the bubble type and the launcher title ("Chat with us") - z-index, vertical offset or how many pixels between the widget and the bottom of your page\
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Last updated on Aug 12, 2025](https://app.commslayer.com/hc/help-center/articles/1753434898-customize-the-chat-widget)
[### Quick help links in the chat widget\
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To highlight frequently asked questions in the chat widget, you can link to Help center articles or FAQs as Quick help links: To enable Quick help links, go to Settings > Inboxes > Shopify chat widget > Quick help links and add the help articles you want to highlight in the chat widget.\
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Last updated on Feb 02, 2026](https://app.commslayer.com/hc/help-center/articles/1754908272-popular-links-in-the-chat-widget)
[### Order tracking on the chat widget\
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Order tracking on the chat widget allows customers to do tracking self-serve: by just inputing their order number and email, the widget will respond with specific order tracking information, including status and tracking link (if there is one): To enable order tracking in Settings > Inboxes > Shopify chat widget > Features > Enable order tracking:\
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Last updated on Feb 02, 2026](https://app.commslayer.com/hc/help-center/articles/1754908316-order-tracking-on-the-chat-widget)
[### How to hide the chat widget on specific pages\
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Want to keep the chat widget off certain pages, like landing pages or checkout? You can hide it on any page by adding a single hidden element. Add this snippet to any page where you want the chat widget hidden: That's it. On any page that contains an element with the ID commslayer-widget-toggle, the floating chat icon won't show up. How it works - The widget script detects the commslayer-widget-toggle ID on the page - When it finds it, the chat bubble stays hidden - No visible element appears since the div is hidden with display:none - The widget works normally on all other pages Where to add it If you're on Shopify, you can add this snippet to specific page templates using theme customization. Place it anywhere in the page's HTML, for example right before the closing
tag. Tip: If you want to hide the icon but still let visitors open chat through a button or link, check out How to hide the chat icon and trigger the chat with a link or button.\
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Last updated on Feb 13, 2026](https://app.commslayer.com/hc/help-center/articles/1770985450-how-to-hide-the-chat-widget-on-specific-pages)
---
# Add help articles in multiple languages | Help center
[Home](https://app.commslayer.com/hc/help-center/en)
[Help center](https://app.commslayer.com/hc/help-center/en/categories/help-center)
Add help articles in multiple languages
Add help articles in multiple languages
=======================================
Last updated on Feb 02, 2026
You can translate your Help center to multiple languages by adding a new locale from Help center > Settings > Locales > Add locale.
Once your new locale is created, you'll be able to find from the Switch portal button on the Help center main page. You can add the translated to the new locale by Switching to your new locale portal and creating the new articles there.
---
# Customizing the look and feel of the help center | Help center
[Home](https://app.commslayer.com/hc/help-center/en)
[Help center](https://app.commslayer.com/hc/help-center/en/categories/help-center)
Customizing the look and feel of the help center
Customizing the look and feel of the help center
================================================
Last updated on Feb 02, 2026
To customize the look and feel of your Help center to better fit your brand you can:
* Choose a logo, name and URL slug from Help center > Settings > Basic information
* Define a theme color, page title, header text and link back to your home page in Help center > Settings > Portal customization
* Add multiple languages to your Help center from Locales
---
# AI agent | Help center
[Home](https://app.commslayer.com/hc/help-center/en)
AI agent
✨
AI agent
========
Speed up your support with AI
13 articles
[### Introduction to the AI agent\
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What is the AI Agent? The AI Agent is an autonomous support bot that handles customer tickets without human intervention. Built specifically for Shopify stores, it manages common support tasks that plague e-commerce stores. You can customize its tone, leverage your store data, and provide specific instructions for handling tickets. When enabled, the AI Agent is automatically assigned to new tickets and responds immediately unless configured otherwise. Human agents can remove the AI Agent from any conversation as needed. Key Features Require approval Not ready to let AI respond on its own? Enable "Require approval" and your team reviews every message and action before it reaches the customer. Approve, edit, or hand over. The safest way to get started. Playground Test the AI Agent safely by simulating conversations using your actual Shopify customer data. Shopify Actions The agent performs essential e-commerce tasks: - Order tracking and shipping updates - Address modifications - Order cancellations - Item replacements (size, color changes) - Order tagging - Standard helpdesk functions (ticket assignment, private notes) Knowledge & Guidance Train the agent using your store's products, store pages, help articles, canned responses, text snippets and custom guidances for specific support scenarios. Commslayer also auto-suggests saving knowledge when your team responds to AI handovers or edits AI drafts. Multi-Platform Support Deploy across email, live chat, direct messages, and social media comments. Ask human agent When the AI gets stuck, it can pause and ask your team for input instead of handing over the entire conversation. The answer is saved to AI knowledge so the AI learns for next time. Common Questions How do I prevent hallucinations? The agent is programmed to handover tickets when uncertain about available knowledge or guidance. The most effective prevention method is rigorous testing in the Playground using your historical tickets. Users who thoroughly test against old tickets see the best results. Can I limit which tickets the agent handles? Yes, in two ways. Start with Require approval mode so the AI drafts responses but nothing is sent without your team's review. Once you're confident, turn off approval and use "Restrict to enabled intents" so the AI only handles tickets that match your guidance scenarios. Everything else gets handed over to your team. What model powers the agent? We use multiple providers with proprietary technology for testing, evaluation, and tool execution. Our agent reliably follows complex, multi-step processes without the $1-per-ticket costs charged by other platforms. How do I add custom documents to the knowledge base? Copy your documentation into help center articles and leave them in draft status. Control which articles the AI Agent accesses through Knowledge settings. Alternatively, add text snippets to cover specific topics, FAQs, or policies directly. PDF and spreadsheet uploads are not currently supported. Does the agent work with multiple stores? The AI Agent functions across all stores connected to your account, but shares knowledge between them. For separate brands, use distinct Commslayer accounts (easily switchable via the top-left dropdown menu). Can the agent process customer images? Yes! AI agent is able to access and analyze pictures sent by customers.\
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Last updated on Feb 23, 2026](https://app.commslayer.com/hc/help-center/articles/1741785323-ai-agent-and-playground-explained)
[### How to setup the AI agent\
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Setting up the AI agent takes about 10-15 minutes if you know your products well. 1. Add knowledge The AI agent answers questions based on what it knows. Before it can help customers, you need to give it knowledge. Navigate to AI Agent → Knowledge and add your store information: Help articles - Create articles in the Help Center with answers to common questions. The AI will reference these when responding. Good starting articles: - Shipping and delivery times - Return and refund policies - Product care instructions - Common troubleshooting steps Text snippets - Short knowledge pieces covering policies, FAQs, and specific topics. You can also save good responses from conversations directly to AI knowledge. Guidance - Give the AI specific rules and instructions. For example: "Always offer free shipping on orders over $100" or "Never promise delivery dates." The more knowledge you add, the better the AI performs. Start with your most common questions. 2. Configure actions Actions let the AI do things, not just answer questions. Navigate to AI Agent → Actions and review what's available: Shopify actions - The AI can look up orders, check tracking status, update shipping addresses, and more. These connect directly to your Shopify store. Custom actions - Create your own actions with a URL and instructions. For example, you can let the AI check a custom loyalty points system. Toggle on the actions you want the AI to use. 3. Clarifying questions When the AI doesn't have enough information to help, it can ask the customer a clarifying question. Navigate to AI Agent → Clarifying questions to set these up. For example, if a customer asks about their order but doesn't provide an order number, the AI can ask for it. Answers are automatically saved to AI knowledge, so the AI won't need to ask the same question again. 4. Set AI behavior Navigate to AI Agent → Settings and configure: Inbox assignment - Choose which inboxes the AI monitors. The AI only responds to conversations in selected inboxes. Auto-resolve - Automatically close conversations after the AI successfully helps. You can set a delay (e.g., resolve after 2 hours if no reply). Handoff rules - Define when the AI should stop and hand off to a human agent. For example, hand off when a customer mentions a refund or uses angry language. 5. Test before going live Use the Playground (AI Agent → Playground) to test the AI before it talks to real customers. Send test messages and see how the AI responds. If a response isn't right, you can: - Add or update knowledge to fill gaps - Adjust guidance to change behavior - Add a response example to show the correct approach 6. Enable the AI When you're happy with the AI's responses, go to AI Agent → Settings and toggle the AI on for your inboxes. The AI will now monitor new conversations and respond automatically. Tips for better performance Start narrow - Enable the AI for one inbox first. Learn how it performs before expanding. Review conversations - Check conversations where the AI responded. Look for gaps in knowledge or wrong answers, and fix them. Use CSAT feedback - If customers rate interactions poorly, investigate what went wrong and improve the knowledge base. Refine over time - The AI improves as you add more knowledge and examples. Regular maintenance pays off. What the AI won't do The AI is designed to be helpful and safe. It will not: - Make promises you haven't approved in guidance - Take actions you haven't enabled - Respond to inboxes you haven't selected - Continue a conversation after a human agent takes over\
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Last updated on Feb 23, 2026](https://app.commslayer.com/hc/help-center/articles/1754482484-how-to-setup-ai-agent)
[### Training the AI agent\
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Your AI agent learns from two sources: Knowledge and Guidance. Knowledge is the information your AI agent can look up: help articles, canned responses, products, and past support conversations. The AI searches this automatically when customers ask questions. Guidance is custom instructions you write to handle specific scenarios. Think of it like training a new teammate: you explain when a situation applies and exactly how to handle it. Where to start 1. Test in the playground Before changing anything, try your AI agent in the playground. Send it some test messages to see how it responds out of the box. This helps you understand what it can already do and where it needs guidance. Go to AI Agent → Playground to start a test conversation. 2. Add guidance for common scenarios Most support questions fall into a few categories: shipping status, returns, damaged items, order changes. Create guidance rules to handle these scenarios the way you want. Writing guidance → 3. Build knowledge over time As you handle real conversations, save great responses as text snippets. Add help articles and canned responses to give your AI more information to work with. Commslayer also helps by automatically suggesting knowledge to save. When your team responds after an AI handover or edits an AI draft, you'll see a suggestion to save that response as a text snippet. Knowledge sources → Reference AI agent capabilities and actions → Custom actions →\
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Last updated on Feb 23, 2026](https://app.commslayer.com/hc/help-center/articles/1768290162-training-the-ai-agent)
[### Writing guidance\
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Guidance rules tell your AI agent how to handle customer scenarios. Each rule has four parts: - Title — Short name (e.g., "WISMO: Regional delivery timeframes") - Description — WHEN to trigger: the topic or customer situation - Instructions — HOW to handle it: specific scenarios and conditions - Status — disabled, testing (playground only), or enabled (live) Writing descriptions The description defines WHEN this guidance triggers. It can be broad—specific scenarios go in the instructions. Examples: - "Customer inquiries about order location, delivery status, shipping updates, tracking information, or asking 'where is my order'" - "Customer wants to return an order or item" - "Customer reports product arrived damaged, broken, or defective" Writing instructions Instructions tell the AI HOW to handle the situation. Break them into scenarios with clear conditions. Example: WISMO with regional timeframes Title: WISMO: Regional delivery timeframes Description: Customer inquiries about order location, delivery status, shipping updates, tracking information, or asking variations of 'where is my order/package/shipment.' Includes questions about delivery timing, order progress, or shipping delays. Instructions: Scenario 1: No tracking available yet Trigger: Customer asks for tracking and no tracking number is available IF order created less than 2 business days ago: - Inform tracking will be available once dispatched, usually within 24 hours - Processing can take up to 3 business days during busy periods - Advise customer to check back later IF order created more than 2 business days ago: - Apologize for the shipping delay - Escalate to an agent Scenario 2: Tracking available, not delivered Trigger: Order has tracking but not yet delivered Delivery timeframes by region: - USA: 5-9 business days - Canada: 5-9 business days - UK: 5-7 business days - Australia: 5-9 business days - Other countries: 10-15 business days Calculate expected delivery using order date plus regional timeframe. IF order is on time: - Share tracking information - Assure: "We're closely monitoring every shipment to make sure it arrives safely." IF order is behind by less than 2 business days: - Advise customer to wait an additional 2 days due to possible delays IF order is delayed by more than 2 business days: - Escalate to an agent Scenario 3: Marked delivered, not received Trigger: Customer reports order marked delivered but not received Ask customer to verify: - Neighbor, roommate, or doorman accepting package - Shipping address is correct - Carrier contacted for delivery details - Package left in discreet location Next steps: - Ask customer to wait 2 business days after posted delivery date - Share tracking info and shipping address - If verification done and 2+ days since marked delivered, escalate to agent Example: Damaged item reports Title: Damaged or defective item reports Description: Customer reports product arrived damaged, broken, defective, or not as described Instructions: Check if customer has an order - No match → Ask for order number and checkout email If multiple items: Ask which specific item was damaged Request photo(s) of damaged item(s) for assessment Review damage policy and explain options: "We stand behind the quality of our products. If your item arrived damaged: - Report within 7 days of delivery for fastest resolution - Replacement ships within 1-2 business days at no cost - Full refunds available if replacement isn't preferred - Keep the damaged item - no need to return unless requested" Example: Influencer collaboration Title: Influencer collaboration requests Description: Customer inquires about partnerships, collaborations, sponsorships, influencer opportunities, or brand partnerships Instructions: Step 1: Initial response - Thank customer for their interest in partnering - Express enthusiasm about potential partnership - Ask about collaboration details: rates, content requirements, deliverables Step 2: Assess partnership type IF customer proposes paid partnership: - Explain current partnership model available - Outline affiliate program terms: - Commission rate: \[INSERT PERCENTAGE\] - Product allocation: \[INSERT DETAILS\] - Content requirements: \[INSERT DELIVERABLES\] Step 3A: Customer agrees to affiliate terms IF customer agrees: - Collect: name, email, phone, shipping address - Label conversation: \[INSERT LABEL\] Step 3B: Customer declines IF customer declines: - Thank them for their time - Express openness to future partnerships - Label conversation: \[INSERT LABEL\] Key principles 1. Use scenarios for different situations Don't handle everything in one block. Break into Scenario 1, Scenario 2, etc. 2. Include specific timeframes and thresholds "2 business days", "5-9 business days", "within 7 days" — not "soon" or "quickly" 3. Define clear escalation rules Be specific: "delayed by more than 2 business days" not just "if there's a problem" 4. Tell the AI what to DO, not what to SAY - Good: "Apologize for the delay and share tracking" - Bad: "Say: Dear customer, we sincerely apologize..." 5. Reference actions naturally - "Escalate to an agent" - "Resolve the conversation" - "Leave private note about shipping damage" - "Label conversation: \[tag name\]" You can also trigger custom actions to send data to external systems like Zapier, n8n, or Google Sheets. 6. Include verification steps when needed - "Request photo of damaged item" - "Ask for order number and checkout email" - "Confirm with customer it's the correct order" Common mistakes Missing scenarios Not covering different situations (tracking available vs not). Fix: Break into separate scenarios with triggers. Vague thresholds Using "if delayed" instead of specific timeframes. Fix: "Delayed by more than 2 business days" No escalation rules AI doesn't know when to hand over to a human. Fix: Define specific conditions for escalation. Over-scripting Writing full customer messages instead of instructions. Fix: Write instructions, not scripts. Overriding defaults Trying to change automatic behaviors like pending status. These can't be changed via guidance. See AI agent capabilities and actions for details. Troubleshooting Wrong guidance triggering Your guidance is enabled but a different rule is matching instead—sometimes even a disabled one. Fix: Check if another guidance has overlapping or broader triggers. Either: - Adjust the triggers to be more specific - Remove or disable the guidance that's incorrectly matching For example, if you have both a general "shipping inquiries" guidance and a specific "WISMO" guidance, the broader one may match first. Consider consolidating related scenarios into one guidance rule or making triggers mutually exclusive. Testing guidance 1. Set status to "testing" (active only in playground) 2. Simulate real conversations in playground 3. Test each scenario path 4. Adjust and re-test 5. Set to "enabled" when ready\
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Last updated on Feb 03, 2026](https://app.commslayer.com/hc/help-center/articles/1768289190-writing-guidance)
[### Knowledge sources\
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Your AI agent automatically searches these sources when responding to customers. Knowledge is provided dynamically based on how well information matches the customer's request. Help articles Articles from your help center. The AI searches article titles and content to find relevant information. Tip: Write articles that answer common customer questions. The more comprehensive your help center, the better your AI agent can self-serve. Text snippets Short pieces of knowledge your AI agent references when responding to customers. Use them to document policies, FAQs, product details, or anything your AI should know. To create a text snippet: 1. Go to AI agent → Text 2. Click Add text 3. Enter a Title (e.g., "What's your warranty period?") and the Content the AI should know about this topic The AI searches your snippets to find relevant info when responding to customers. Canned responses Pre-written message templates. Create these for frequently used responses like return instructions or shipping policies. To create a canned response: 1. Go to Settings → Canned responses 2. Click Add canned response 3. Enter a short code (e.g., "feature-request") and the response content Shopify products If you've connected Shopify, your AI agent can look up product details including titles, descriptions, pricing, and availability. Shopify orders Your AI agent can retrieve order information including status, tracking numbers, and order history for identified customers. Knowledge suggestions Commslayer automatically suggests saving knowledge when your team fills in where the AI left off. Suggestions are triggered in two cases: - Human responds after AI handover. The AI didn't have the answer, so a human stepped in. That response is a good candidate for saving. - Human edits an AI draft before sending. The edit signals the AI's answer wasn't quite right. The corrected version gets suggested as a text snippet. How it appears: A card shows up in the conversation below the human's message. It contains a generated title and the option to save or dismiss. Saving a suggestion: Click Save to open a modal where you can review and edit the content before saving it to AI knowledge. Dismissing: Click Dismiss to hide the suggestion if it's not useful. Bulk management: Suggestions also appear in AI agent → Knowledge gaps → Suggestions, where you can review, save, or dismiss them in bulk.\
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Last updated on Feb 27, 2026](https://app.commslayer.com/hc/help-center/articles/1768290163-knowledge-sources)
[### AI agent capabilities and actions\
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Your AI agent can perform different types of actions. Some happen automatically, some need to be enabled, and some behaviors can't be changed. The AI agent also has an optional "Require approval" mode where all messages and actions must be approved by an agent before executing. See the setup guide for details. Information lookup (automatic) The AI automatically searches when relevant: - Help articles - Your knowledge base content - Canned responses - Pre-written templates - Shopify products - Product details, pricing, availability - Shopify orders - Order status, tracking, history Conversation actions (always available) These are always available to your AI agent: - Respond to customer - Send messages to customers - Hand over to human agent - Transfer to your team - Ask human agent - Pause and ask your team for input instead of handing over entirely. Must be enabled in AI agent settings. The AI posts an internal question, a human provides the answer, and the AI uses it to respond to the customer. The answer is automatically saved to AI knowledge for future conversations. - Resolve conversation - Close completed tickets - Snooze conversation - Pause until a specific time - Assign to agent or team - Route to the right person - Add or remove labels - Categorize conversations - Add private notes - Internal documentation Shopify actions (must be enabled) The AI agent can automatically handle common customer requests by performing actions in Shopify. This eliminates delays when customers need immediate changes to their orders, especially outside business hours. These actions must be enabled in Settings → AI Agent → Actions: Cancel order Cancels an unfulfilled Shopify order completely. This will cancel all unfulfilled items, stop pending fulfillment, automatically restock products, process a full refund, and send a confirmation email. If the order is already fulfilled/shipped, the agent will explain that cancellation is no longer possible. Edit order items Replaces or swaps items in a Shopify order (e.g., different size/color). The agent will ask which item to remove and what to add, check stock availability, restock removed items, and handle payment adjustments. For price increases, creates a handover to your team for additional payment. For decreases, automatically refunds the difference. Remove items from order Removes specific items from a Shopify order when customers change their mind. The agent will confirm which items to remove, restock them in Shopify, refund the amount for removed items, and send a confirmation email. Change shipping address Updates the delivery address for a Shopify order. The agent will verify the new address with the customer before making the update. Hold order fulfillment Temporarily pauses the fulfillment process. Useful when you need to make changes, verify information, or resolve issues before shipping. Tag Shopify order Adds custom tags to orders for organization and tracking (e.g., "urgent", "gift", "review\_needed"). Issue full refund Processes a complete refund for all items in a Shopify order. Use with strict guidance as this refunds the entire order value. Using actions in guidance Once enabled, reference actions naturally in your guidance instructions: 1. Check if the order is unfulfilled 2. If unfulfilled, apologize and cancel the order 3. Confirm the cancellation and explain refund timing 4. Resolve the conversation The AI recognizes action phrases and performs them automatically: - "Cancel the order" → Executes cancel - "Hold fulfillment" → Pauses shipping - "Add tag: rush-delivery" → Tags the order - "Assign to returns team" → Routes conversation - "Escalate to human" → Hands over to agent Enabling Shopify actions Navigate to AI agent → Actions to enable Shopify actions. Each action can be individually enabled or disabled. Click "Edit" to configure conditions that must be met before the AI executes each action. Setup requirements: - If you installed Commslayer before August 2025, reauthorize your Shopify connection in Settings → Shops to grant order editing permissions - Each action requires individual activation using the toggle switches Extend with custom actions Need to connect your AI agent to external systems? Custom actions let you trigger HTTP webhooks to tools like Zapier, n8n, or your own APIs. - Custom actions → - Build a shipping issues tracker → Default behaviors Some AI agent behaviors are automatic and cannot be changed via guidance. Pending on reply When the AI responds and expects the customer to reply, the conversation moves to "pending" status automatically. The AI determines whether it expects a reply based on context (e.g., asking a question vs. providing final information). You can customize what happens when a customer doesn't respond. Go to AI agent → Settings under "Use pending status" to configure: - Enable/disable pending - Turn the automatic pending behavior on or off - Timeout - How long to wait for a customer reply. Options: wait forever (default) or set a custom time in minutes, hours, or days - Post-timeout action - What happens when the timeout expires: do nothing (default), hand over to a human agent, resolve the conversation, or send a follow-up message About the follow-up option: "Send follow-up" is available for email channels only. The AI sends a brief check-in asking if the customer still needs help. If the customer doesn't reply after the follow-up, the conversation is resolved automatically. For non-email channels, the follow-up option falls back to resolving the conversation. Default settings: pending enabled, wait forever, do nothing. Order lookup and customer verification The AI agent has built-in order lookup and identity verification. You don't need to write guidance for this. How it works: - Email/SMS channels: Customer identity is automatically verified from the channel (their email address or phone number) - Chat and other channels: The AI asks for their email or phone, then verifies it against the order What happens automatically: - Customer asks about "my order" → AI finds their latest order by verified email/phone - Customer provides order number → AI verifies it belongs to them before sharing details - Customer wants to cancel/edit → AI confirms identity first, then proceeds If verification fails: - Email/phone doesn't match the order → AI does not share order details or make changes - AI asks if they used a different email or phone at checkout - If still no match → AI hands over to a human agent You cannot customize: - The verification flow or what information is required - The matching logic (email/phone to order) - When verification is triggered\
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Last updated on Feb 23, 2026](https://app.commslayer.com/hc/help-center/articles/1754635372-ai-agent-actions)
[### Testing the AI agent\
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The playground lets you safely test your AI agent before deploying it with real customers. You can experiment with responses, test guidance, and ensure everything works correctly without affecting actual customer interactions. What is the playground? The playground is a simulation environment where you can chat with your AI agent using real customer data from your Shopify store. Test different scenarios, validate responses, and refine your AI agent's behavior before enabling it on live conversations. You can find the playground by navigating to AI agent → Playground or simply clicking the Test button on other AI agent pages, which opens the playground on the side of the page. Good to know: The playground uses a default @playground email that doesn't exist in Shopify. This means order lookups, customer verification, and Shopify actions won't work with the default contact. To test order-related scenarios, either simulate a real customer (click the contact selector next to the channel picker) or replay an existing conversation. Testing your AI agent Chat directly Type questions and messages to see how your AI agent responds. Test various customer scenarios and language patterns to ensure appropriate responses. Replay existing conversations Import previous customer interactions using the Test button found below any customer message in your conversation history. This lets you test how your AI agent would handle real-world scenarios with real order data from your actual support tickets. Select channel Choose which channel you want to simulate - email & DMs, chat, or social media comments. The AI agent will adapt its tone and response style according to the selected channel. Simulate customers Pick specific customers to simulate by searching their name or email address. This is required for testing order lookups and Shopify actions, since the AI agent verifies the customer's identity against Shopify before sharing order details. Select a customer with recent orders to use their real order data in your test. Simulated actions Actions in the playground are simulated only - no actual changes are made to Shopify orders or conversations. This allows safe testing of order modifications, refunds, and other actions without affecting real customer data. The AI agent will show you what actions it would perform, but your Shopify store and customer conversations remain unchanged. Managing AI knowledge If you notice issues like repetitive canned responses or inappropriate knowledge sources, visit the Knowledge page. You can exclude or edit problematic knowledge sources to help your AI agent respond more naturally and effectively. Regular testing in the playground helps identify knowledge gaps and ensures your AI agent provides consistent, accurate responses across all customer interactions.\
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Last updated on Feb 06, 2026](https://app.commslayer.com/hc/help-center/articles/1754636648-testing-the-ai-agent)
[### Enable AI agent without blowing up your support inbox\
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The safest way to deploy an AI agent is to start supervised and gradually give it more autonomy. Enable the AI agent, review its work, then expand as you build confidence. New to AI agents? Read our Introduction to the AI agent guide first to understand the basics, including Knowledge sources, Guidance, and Shopify Actions. 1. Start with Require Approval Mode Turn on Require approval in AI agent → Settings before enabling the agent on any inbox. In this mode, the AI drafts messages and plans actions, but nothing reaches the customer until a human agent reviews it. For each pending item, your team can: - Approve the draft as-is - Adjust it (loads the draft into the reply editor so you can edit before sending. The AI stays on the conversation and picks back up when the customer replies.) - Hand over to take full control of the conversation Conversations waiting for review show up in AI agent → Needs approval in the sidebar. This lets your team see exactly how the AI handles real tickets without any risk of bad responses reaching customers. 2. Test in the Playground Alongside live approvals, use the AI agent → Playground to test specific scenarios safely. The Playground simulates conversations using your actual Shopify customer data: - Chat directly with your AI agent using different customer scenarios - Replay existing conversations from your ticket history - Select specific customers to test order-related scenarios with real order data - Test Shopify Actions safely (simulated only, no real changes made) Testing checklist: - Test common scenarios with 5-10 real customer messages - Use the Replay feature on historical tickets - Verify response accuracy, tone, and any automated actions - Check edge cases and unexpected customer phrasing - Use Revise answer to correct poor responses Learn more: Read our detailed Playground guide for step-by-step testing instructions. Need help writing effective guidance? Check our Knowledge & Guidance guide for detailed examples and best practices. 3. Write Guidance for Patterns You See After a few days of approving AI responses, you'll notice patterns: the same types of questions keep coming up. Write guidance rules for these scenarios so the AI handles them consistently. Start with your highest-volume, lowest-complexity requests: - "Customer asking about order status" - "Customer wants to cancel their order" - "Customer received wrong item" - "Customer asking about return policy" - "Customer reporting damaged product" Test each guidance rule in the Playground, then continue monitoring through approval mode until you're confident. 4. Turn Off Approval and Restrict to Enabled Guidance Once you have at least 5 well-tested guidance scenarios and you're confident in the AI's responses, you can turn off Require approval and let the AI respond autonomously. To stay in control, enable "Restrict to enabled intents" in AI agent settings: - When enabled: The AI only responds to tickets that match your guidance scenarios. Everything else gets handed over. - When disabled: The AI may attempt to answer any message using general knowledge, which can lead to unexpected replies. ⚠️ Minimum 5 guidance scenarios required. With fewer than 5, the AI may incorrectly match customer messages to unrelated scenarios. The AI needs enough variety to distinguish between different types of requests. Alternative: If you want the AI to handle a broader range of tickets using general knowledge, leave "Restrict to enabled intents" off. Just monitor responses closely. 5. Use Clear AI Agent Identification Configure your agent's name and signature to make it obvious that responses come from AI, not a human agent. Recommended format: - Name: "AI Assistant" or "\[Your Company\] Bot" - Signature: "This response was generated by AI. Need human help? Just ask!" This sets proper customer expectations and reduces confusion if the AI responds incorrectly. 6. Disable Conflicting Automations Before enabling your AI agent, turn off these features to prevent message conflicts: - Business hours settings that send automated responses - "Send message" automations such as auto-replies These can trigger unnecessary messages and create confusing customer experiences when combined with AI agents. 7. Set Up Knowledge Sources Before going live, review the knowledge sources your AI agent has access to: Essential knowledge sources: - Help articles - Your help center content (can be kept in draft status) - Canned responses - Templates your human agents use - Text snippets - Short knowledge pieces covering policies, FAQs, and specific topics - Shopify products - Your product catalog (automatically synced) - Shopify website pages - Store content and policies Knowledge management tips: - Review AI agent → Knowledge sources to see what's available - Exclude irrelevant or outdated content that might confuse responses - Add text snippets for common scenarios not covered elsewhere - Keep help articles in draft if you only want the AI to access them Detailed setup: Our Knowledge & Guidance guide explains how to configure each knowledge source. 8. Configure Shopify Actions (If Needed) If your guidance scenarios involve order changes, enable the appropriate Shopify Actions: Popular starter actions: - Get latest order information - Add order tags - Change shipping addresses - Cancel unfulfilled orders Setup requirements: - Navigate to AI agent → Actions to enable specific actions - If you installed Commslayer before August 2025, reauthorize your Shopify connection - Each action requires individual activation and condition setup Important: Actions only execute when the AI agent is confident. Uncertain situations automatically escalate to human agents. Learn more: Read our Shopify Actions guide for complete setup instructions and available actions. Rollback Plan Have a clear process for quickly disabling the AI agent if issues arise: 1. Immediately disable problematic guidance scenarios in AI agent → Guidance 2. Notify your support team of any customer confusion 3. Review and adjust guidance instructions based on issues found 4. Re-test thoroughly in the Playground before re-enabling Good to Know - AI agents include natural response delays on emails and social media comments - The AI agent is programmed to hand over tickets when uncertain. This prevents hallucinations. - The AI agent can ask your team for input instead of handing over entirely. When stuck on a question it can't answer, it pauses and asks a human agent internally. Enable this in AI agent → Settings. - Regular Playground testing helps identify knowledge gaps and improve responses Related Guides - Introduction to the AI agent - Complete overview of features and capabilities - Training the AI agent - How to train your AI agent with store information and custom instructions - AI agent actions - Automate order management with AI-powered actions - Testing the AI agent - Step-by-step testing and validation instructions Quick Start Checklist - Read the Introduction to the AI agent overview - Enable "Require approval" in AI agent settings - Enable the AI agent on your inbox - Review and approve AI responses for a few days - Write guidance for the most common ticket types you see - Test each guidance rule in the Playground - Once you have 5+ tested guidances, turn off approval and enable "Restrict to enabled intents" - Configure clear AI agent name and signature - Set up relevant Knowledge sources - Enable Shopify Actions if needed - Disable conflicting business hours and auto-reply settings - Monitor performance and expand gradually\
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Last updated on Feb 23, 2026](https://app.commslayer.com/hc/help-center/articles/1754638234-enable-ai-agent-without-blowing-up-your-support-inbox)
[### Exclude products from AI recommendations\
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Tag products in Shopify to prevent the AI agent from recommending or finding them. Add the commslayer-exclude tag to any product you want to hide from the AI agent's product search and recommendations. How to exclude a product 1. Go to your Shopify admin 2. Open the product you want to exclude 3. Add the tag commslayer-exclude 4. Save the product The AI agent will no longer recommend this product or return it in search results when customers ask about it. What happens when you exclude a product: When a product has the commslayer-exclude tag: - It won't appear in AI product recommendations - The AI won't find it when searching your catalog - Customers can still purchase it directly from your store If customers ask about an excluded product by name, the AI may fetch recommendations from Shopify's recommendation API or suggest similar items instead.\
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Last updated on Jan 13, 2026](https://app.commslayer.com/hc/help-center/articles/1761554389-exclude-products-from-ai-recommendations)
[### How to enable AI social media comment moderation\
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AI will automatically hide toxic or inappropriate comments like spam, profanity, negativity, complaints, and ads. You can review and unhide comments if needed. Steps to Enable: 1. Go to Settings -> Channels -> Auto-moderation. 2. Toggle on "Auto-hide inappropriate comments". To review hidden comments, check the Hidden comments view in the sidebar.\
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Last updated on Apr 16, 2026](https://app.commslayer.com/hc/help-center/articles/1728556364-how-to-enable-ai-social-media-comment-moderation)
[### Connect AI agent to external systems with custom actions\
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Custom actions let your AI agent send HTTP requests to external systems during conversations. The AI can also read response data from those requests and use it in follow-up messages. Connect to Zapier, n8n, Google Sheets, or any service with an API. When to use custom actions Use custom actions when you need the AI agent to interact with systems outside Commslayer and Shopify. Examples: - 🏭 Check inventory levels in a warehouse system - 📦 Create return labels and share the tracking link with customers - 🔄 Update order status in a 3PL system - 📊 Log customer interactions to Google Sheets or your CRM - 🔔 Send notifications to Slack when specific issues arise - 🔗 Submit warranty claims and give customers their reference number Custom actions work with any system that accepts HTTP requests, including Zapier webhooks and n8n workflows. Creating a custom action 1. Go to AI agent → Actions 2. Click the Custom actions tab 3. Click + Custom action 4. Fill in the action details (see below) 5. Click Save Action settings Action name A short name for the action. The AI agent sees this when deciding what actions are available. Examples: "Check warehouse inventory", "Create return label", "Add loyalty points" When to use this action Describe when the AI should execute this action. Be specific about the conditions and triggers. The AI uses this description to decide whether to execute the action based on the conversation context. Good examples: - "When customer asks to update their shipping address after order is fulfilled" - "After order is cancelled and customer needs a refund confirmation sent to their CRM" - "When customer asks about their loyalty points balance" Bad examples: - "For customer requests" (too vague) - "When needed" (AI can't determine when) API configuration Method The HTTP method for the request: GET, POST, PUT, PATCH, or DELETE. Most integrations use POST for creating or triggering actions. URL The endpoint URL where the request will be sent. Example formats (replace with your actual URLs): - Zapier webhook: https://hooks.zapier.com/hooks/catch/123456/abcdef/ - n8n webhook: https://your-n8n.app.n8n.cloud/webhook/xyz - Custom API: https://api.example.com/v1/orders Headers Key-value pairs sent with the request. Common uses: - Authorization: Bearer your-api-key (replace with your actual API key) - Content-Type: application/json (usually set automatically) - X-API-Key: your-key (replace with your actual key) Parameters Parameters define what data gets sent with each request. You specify parameter names and descriptions, and the AI extracts the values from the conversation. Each parameter has: - Name — The key sent in the request (e.g., order\_id, issue\_type) - Type — Data type: string, number, boolean, or json - Description — Helps the AI understand what value to extract - Required — Whether the AI must provide this value Example parameters: - order\_number (string) — "The Shopify order number being discussed" - issue\_type (string) — "Category of the issue: shipping\_delay, damaged\_item, wrong\_item, etc." - summary (string) — "Brief summary of the customer's problem" - refund\_amount (number) — "The refund amount requested" The AI reads your descriptions and extracts the appropriate values from the conversation context. You can add any parameters your integration needs. Auto-populated data Some data is automatically available without defining parameters: - Customer info: email, name, phone - Conversation info: ID, status, channel Triggering custom actions reliably The "When to use this action" field helps the AI decide when to run an action, but for consistent triggering, pair your custom action with a guidance rule. In your guidance rule's Agent instructions, tell the AI to use the action: \[Your instructions for handling this type of request\] After replying, use "Your action name" to log the details. This ensures the action runs every time the guidance rule triggers, rather than relying on the AI to decide on its own. Testing custom actions After creating a custom action: 1. Click Test in the Actions page header 2. The AI Playground opens 3. Simulate a conversation that would trigger your action 4. Check your receiving system (Zapier, n8n, etc.) to verify the request arrived Test with real data in the playground before enabling for live conversations. Using webhook response data Your AI agent reads responses from custom action webhooks and can reference that data in follow-up messages or actions. When your webhook returns JSON, the AI picks up the response automatically. This makes custom actions two-way. The AI sends data to your system, gets something back, and acts on it. What your webhook should return Return a JSON response with the data you want the AI to reference. The AI extracts fields like: - id — A reference number (return request ID, claim number, ticket ID) - url — A link to share with the customer (return label, tracking page, portal link) - status — The result of the operation ("approved", "created", "pending") Any other fields in the response are also available. The AI reads the full response body. Example webhook response: { "id": "RET-12345", "status": "approved", "label\_url": "https://labels.example.com/return/RET-12345" } Pair with guidance rules The AI will try to use response data on its own, but for consistent results, add a guidance rule that tells the AI exactly what to do with the response. Example guidance rule instruction: After creating the return label, share the label URL from the response with the customer. Include the return ID for their reference. This removes guesswork. The AI knows to pull specific fields from the response and include them in its reply. Example: Return labels with response data Scenario: Customer requests a return. The AI creates a return label via your automation platform, gets back a label URL and tracking number, and shares them in the conversation. Step 1: Set up a webhook in your automation tool Create a webhook in Make, n8n, or Zapier that: 1. Receives the order number and return reason 2. Calls your shipping provider (EasyPost, ShipStation, etc.) to create a return label 3. Returns the label URL and tracking info in the JSON response Your webhook response should look like: { "return\_id": "RET-78901", "label\_url": "https://labels.easypost.com/abc123.pdf", "tracking\_number": "1Z999AA10123456784", "status": "created" } Step 2: Create the custom action - Action name: Create return shipping label - When to use this action: When a customer needs to return an item and the return has been approved - Method: POST - URL: Your automation webhook URL - Parameters: - order\_number (string) — "The order number for the return" - reason (string) — "The customer's reason for returning the item" Step 3: Add a guidance rule Create a guidance rule for return requests with this instruction: After creating the return label, share the label URL and tracking number from the response with the customer. Include the return ID for their reference. Result: The AI sends the customer a message with their return label link, tracking number, and reference ID, all pulled directly from the webhook response. Example: Log to Google Sheets Log conversation data to a Google Sheet using Google Apps Script. Great for tracking shipping issues, refund requests, feature requests, or any data you want to collect from conversations. ⚠️ Note: Google Workspace accounts have restrictions on POST requests to Apps Script. If you're using a company Google account, use the GET method instead. For a complete step-by-step guide, see Build a shipping issues tracker with custom actions. Example: Zapier webhook for address updates Scenario: Send a notification to Zapier when a customer updates their shipping address after an order ships. Step 1: Create a Zap in Zapier 1. Go to Zapier and create a new Zap 2. Choose Webhooks by Zapier as the trigger 3. Select Catch Hook 4. Copy the webhook URL Zapier gives you 5. Add your desired action (send email, update spreadsheet, notify Slack, etc.) Learn more about Zapier webhooks → Step 2: Create the custom action in Commslayer - Action name: Notify address change post-fulfillment - When to use this action: When customer asks to update their shipping address and the order is already fulfilled or shipped - Method: POST - URL: Paste your Zapier webhook URL here - Headers: (none needed for Zapier) - Parameters: - order\_number (string) — "The order being updated" - new\_address (string) — "The new shipping address the customer provided" - event (string) — "Always 'address\_change\_post\_fulfillment'" Example: n8n workflow for loyalty points Scenario: Add loyalty points in your rewards program when a customer leaves a product review. Learn more about n8n webhooks → Configuration: - Action name: Add review loyalty points - When to use this action: After customer confirms they've left a product review or provides their review rating - Method: POST - URL: Paste your n8n webhook URL here - Headers: - Authorization: Bearer your-api-key (replace with your actual key) - Parameters: - points (number) — "Points to award, e.g. 100" - reason (string) — "Always 'product\_review'" Limitations Custom actions are designed for simple HTTP integrations. Not supported: - OAuth authentication — Use API keys or basic auth instead - GraphQL or SOAP — REST APIs only - Incoming webhooks — Only outbound requests from Commslayer - Multi-step workflows — Use Zapier or n8n for complex logic - File attachments — Text/JSON payloads only For complex integrations, send a webhook to Zapier or n8n and build your workflow there. Troubleshooting Action not triggering? - Check the "When to use this action" description — is it specific enough? - Add a guidance rule that explicitly tells the AI to use the action - Test in the AI Playground to see if the AI recognizes the trigger - Verify the action is enabled (toggle is on) Request failing? - Check the URL is correct and accessible from the internet - Verify authentication headers are correct - Look at your receiving system's logs for error details - If the URL points to a local or internal network address, it will be blocked for security reasons Request timing out? - The default timeout is 10 seconds — if your endpoint takes longer, it will fail - Check if your receiving system is responding slowly - For slow endpoints, consider using a webhook service like Zapier that responds immediately and processes in the background Action auto-paused? - Actions that fail repeatedly get automatically paused to prevent spam - Check the execution logs to see what's failing - Fix the underlying issue, then re-enable the action Missing data in request? - Write clear parameter descriptions so the AI knows what to extract - If you need order details, the customer needs to provide an order number first - Check the execution logs to see what data was actually sent AI not using response data? - Make sure your webhook returns a JSON response with a 200 status code - Add a guidance rule that tells the AI specifically what to do with the response - Check that the response body contains the fields you expect (test with the playground)\
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Last updated on Feb 06, 2026](https://app.commslayer.com/hc/help-center/articles/1768980277-custom-actions)
[### Build a shipping issues tracker with custom actions\
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Use a custom action to log data from AI agent conversations to a Google Sheet. Good for tracking shipping issues, refund requests, product complaints, or anything else you want to collect. What you'll set up - 📝 A Google Sheet to receive the data - ⚡ A Google Apps Script that accepts requests - 🤖 A custom action that tells the AI agent when and what to log - 📋 A guidance rule to ensure it triggers reliably Step 1: Create the Google Sheet Create a new Google Sheet. The first row can have headers matching your parameters (e.g., "Timestamp", "Customer Name", "Order Number", "Issue Type", "Summary"), but it's optional—data will append to whatever row is next. Step 2: Create the Apps Script 1. In your Google Sheet, go to Extensions → Apps Script 2. Replace the default code with: function doGet(e) { const sheet = SpreadsheetApp.getActiveSpreadsheet().getActiveSheet(); const data = e.parameter; const row = \[new Date(), ...Object.values(data)\]; sheet.appendRow(row); return ContentService .createTextOutput(JSON.stringify({ success: true })) .setMimeType(ContentService.MimeType.JSON); } 1. Click Save (Ctrl+S) Step 3: Deploy the script 1. Click Deploy → New deployment 2. Click the gear icon, select Web app 3. Set Execute as: Me 4. Set Who has access: Anyone 5. Click Deploy 6. Authorize the app when prompted 7. Copy the Web app URL ⚠️ Google Workspace accounts: If you're using a company Google account and "Anyone" isn't available, you may need to use a personal Gmail account instead, or ask your Workspace admin to allow external sharing for Apps Script. Step 4: Create the custom action in Commslayer 1. Go to Tools → AI agent → Actions 2. Click the Custom actions tab 3. Click + Custom action 4. Configure: - Action name: Shipping issues log - When to use: "When a customer reports a shipping problem like a delayed, lost, or damaged package, log the details" - Method: GET - URL: Paste your Apps Script Web app URL 5. Add parameters for each piece of data you want to capture: - customer\_name (String) — Customer's name - customer\_email (String) — Customer's email - order\_number (String) — The order number if mentioned - issue\_type (String) — Type of shipping issue (delayed, lost, damaged, wrong address, etc.) - summary (String) — Brief summary of the problem 6. Click Save Step 5: Create a guidance rule to trigger it You need a guidance rule that tells the AI agent when to use the custom action. Without this, the action may not trigger consistently. 1. Go to Tools → AI agent → Guidance 2. Create a new guidance rule: - Title: Shipping issues - Trigger: "Customer reports a shipping problem like delayed, lost, or damaged package" 3. In the Agent instructions, tell the AI to use the action: \[Your instructions for handling shipping issues go here\] After replying, use "Shipping issues log" to log the issue details. This is just an example—replace the first part with your actual guidance for how the AI should handle shipping issues (e.g., what to check, what to offer, when to escalate). The key part is the last line that tells the AI to use your custom action. Step 6: Test it Click the Test button in your custom action to verify the Google Sheet connection works. Then test the full flow in the AI Playground—send a message about a shipping problem and confirm the AI triggers the action and logs it to your sheet. Troubleshooting errors: - 401 Unauthorized — Redeploy with "Anyone" access - 404 Not Found — Create a new deployment and update the URL - 405 Method Not Allowed — Make sure you're using GET, not POST How it works When a customer mentions a shipping problem, the guidance rule fires and tells the AI agent to handle the conversation and log the details. The AI sends a GET request to your Apps Script with the parameters as query strings. The script appends them to your sheet with a timestamp. The AI agent decides what values to populate based on the conversation. Write clear parameter descriptions so it knows what to extract.\
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Last updated on Jan 28, 2026](https://app.commslayer.com/hc/help-center/articles/1769583884-log-ai-agent-data-to-google-sheets)
[### AI Agent Comments\
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Why is the AI agent only replying to ~40% of comments? If you've noticed that your AI agent isn't replying to every social media comment, this is expected behavior, not a bug. Commslayer intentionally limits the AI agent's reply rate on social media comments to around 40% of new comments. This is a system-level safety restriction we've put in place on our end. Why does this restriction exist? This limit is designed to protect your brand's social media accounts. Replying to every single comment at high volume, especially on Meta platforms (Facebook and Instagram), can trigger spam detection and negatively impact your ad reputation or even risk getting your account flagged or banned. By keeping the reply rate at a controlled level, we ensure the AI agent helps you engage with customers without putting your ad account or social presence at risk. What should you do? If you're seeing the AI agent reply to roughly 40% of comments, everything is working as intended. We recommend monitoring the situation for 1 to 2 days to observe the pattern. However, if the AI agent is not replying to any comments at all, that's something we'd want to investigate. In that case, please reach out to us at karri@commslayer.com and we'll look into it for you.\
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Last updated on Feb 19, 2026](https://app.commslayer.com/hc/help-center/articles/1771513715-why-is-the-ai-agent-only-replying-to-some-social-media-comments)
---
# Using Commslayer | Help center
[Home](https://app.commslayer.com/hc/help-center/en)
Using Commslayer
🧑💻
Using Commslayer
================
18 articles
[### Using automations\
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Automations run actions on conversations based on rules you define. When something happens (a new conversation, a message), Commslayer checks your conditions and executes the actions. How automations work Each automation has three parts: - Event — What triggers the automation (new conversation, new message, etc.) - Conditions — What must be true for the automation to run (sender email contains "noreply", subject includes "refund", etc.) - Actions — What happens when conditions match (add label, assign agent, send reply, resolve) You can combine multiple conditions with AND/OR logic, and chain multiple actions together. Events - Conversation created — Runs when a new conversation comes in - Conversation updated — Runs when something changes (status, assignee, labels, etc.) - Conversation opened — Runs when a closed conversation is reopened - Message created — Runs when a new message is added to a conversation Conditions Set conditions based on: - Inbox — Which channel the conversation came from - Email subject — Text in the subject line - Message content — Text in the message body - Email address — Sender's email, including partial matches - Labels — Whether specific labels are present - Country — Customer's location - Status — Open, pending, snoozed, resolved - Assignee — Which agent (or no agent) is assigned - Shopify customer tags — Tags from your Shopify customer data - Shopify purchase history — Whether they've ordered before, total spend - Customer intent — Detected intent from AI Conditions support operators like "equals", "contains", "starts with", "is one of", and "is present/not present". Actions - Send message — Auto-reply to the customer - Add label — Tag the conversation - Remove label — Remove a tag - Assign agent — Route to a specific agent - Assign team — Route to a team - Change status — Set to open, pending, or snoozed - Resolve conversation — Close and skip CSAT survey - Change priority — Set urgency level - Send email to team — Notify team members via email - Send webhook — POST conversation data to an external URL Example: Auto-reply to new conversations Send an acknowledgment when customers reach out. - Event: Conversation created - Conditions: Inbox equals "Email Support" - Actions: Send message → "Thanks for reaching out. We'll get back to you within 24 hours." Example: Label conversations by content Tag refund requests automatically. - Event: Message created - Conditions: Message content contains "refund" OR "money back" - Actions: Add label → "Refund request" Example: Auto-resolve by sender Close automated notifications from no-reply addresses. - Event: Conversation created - Conditions: Email address contains "noreply@" OR Email address contains "no-reply@" - Actions: Resolve conversation Example: Auto-resolve by subject Skip order confirmation emails. - Event: Conversation created - Conditions: Email subject contains "Order confirmation" OR Email subject contains "Shipping notification" - Actions: Resolve conversation, Add label → "Auto-closed" Tips - Automations won't loop infinitely. If an automation changes something that triggers another automation, Commslayer limits executions to prevent runaway rules. - Test your conditions carefully. Use "contains" for partial matches, "equals" for exact matches. - Order matters when multiple automations could match the same conversation—they run in the order they were created.\
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Last updated on Feb 02, 2026](https://app.commslayer.com/hc/help-center/articles/1754908932-using-automations)
[### Spam management in Commslayer\
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How to manage the spam messages in Commslayer Managing spam effectively helps you maintain a clean inbox and focus only on relevant communications. Since email comes through your own email provider, Commslayer can't really delete these messages. Alternatively, there are two main approaches depending on what information you have about the spam messages. Case 1: When you know the exact email address or domain If you already know the sender’s email address or domain that should be treated as spam, you can automate the process to close these emails automatically. Steps: 1. Go to Settings > Automations > Add Automation Rule. 1. Identify the most common spam email address or domain you receive in your inbox. 2. Add this address or domain as a condition in your automation rule. 3. Set the action to automatically close the email. This ensures that any future emails from that address or domain will be handled without manual effort. Case 2: When you only know the typical content of the spam messages If the spam cannot be identified by sender address or domain, you can use the Spam Auto-label tool to filter it based on content. Note: this feature is available only for the basic and plus plans Steps: 1. Go to Settings > Labels. 2. Enable Auto-labels > Add auto-label 3. In the Prompt field, describe the type of emails that should be automatically labeled as spam (e.g., "emails offering fake giveaways" or "messages containing cryptocurrency scams"). 4. Save your settings. Once enabled, Commslayer’s AI will recognize similar spam patterns and automatically label these emails, making them easy to review or ignore. ✅ Tip: For best results, combine both methods—use automation rules for known addresses and auto-labeling for content-based spam—to keep your inbox completely organized. Troubleshooting Sometimes, legitimate emails may be incorrectly flagged as spam. Here’s how to handle these situations: - Review your automation rules: Check if the sender’s email or domain has been mistakenly included in the conditions. Remove or update the rule if necessary. - Refine your spam prompt: In the Spam Auto-label tool, adjust your prompt to be more specific. For example, instead of “emails about promotions,” you could specify “emails about cryptocurrency promotions from unknown senders.” - Whitelist important senders: Add trusted contacts or domains to a safe list within your settings to ensure they are never flagged as spam. By fine-tuning your rules and prompts, you can keep your inbox spam-free without missing important communications.\
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Last updated on Feb 02, 2026](https://app.commslayer.com/hc/help-center/articles/1758104197-spam-management-in-commslayer)
[### Assigning tickets in Commslayer\
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Proper ticket assignment is key to having clear ownership, faster replies, and no "orphan" conversations. In Commslayer, there are two main ways to assign tickets to agents: 1. Manual Assignment 2. Auto-Assignment Both methods can be used together: manual assignment is the foundation, while auto-assignment helps you distribute new incoming tickets efficiently across your team. 1. Manual Assignment (Recommended Base Practice) Manual assignment is the first action an agent should take when they open a ticket. This ensures that every conversation has a clear owner from the very beginning. How to manually assign a ticket to yourself - Open the ticket you want to work on. - Go to the right sidebar menu. - Click on Assign agent. - Select your name from the list. Once assigned, you can reply and manage the ticket as the owner. What if I forget to assign the ticket? If an agent replies to a ticket that is still unassigned, Commslayer will automatically assign that ticket to the last person who responded. This means: - Ideally, you should always assign the ticket to yourself first. - If you forget, your reply will still create ownership: the ticket will be automatically assigned to you as soon as you respond. This behavior helps keep the queue clean and prevents tickets from staying unassigned after someone has already taken action on them. 2. Auto-Assignment of New Tickets If you want new incoming tickets to be distributed automatically among your agents, you can enable auto-assignment at the inbox level. How to enable auto-assignment 1. Go to Settings. 2. Click on Inboxes. 3. Select the inbox you want to configure. 4. Go to Agent Assignment. 5. Enable Auto-assignment. Once enabled, Commslayer will automatically assign new incoming tickets in that inbox to agents who: - Are collaborators of that inbox, and - Are online at that specific moment. Capacity limit: maximum number of conversations per agent To avoid overloading a single agent, you can configure a maximum number of active conversations that can be assigned to each agent. This acts as a capacity limit. - When an agent reaches this limit, they will temporarily stop receiving new auto-assigned tickets. - As they resolve, close, or otherwise reduce their active load, they will become eligible again for new auto-assigned tickets. The distribution logic is round robin, which means that Commslayer will assign new tickets in turns, cycling through the eligible agents one by one, instead of sending everything to the same person (as long as they are online and below their capacity). Practical Examples Let us assume: You have 4 agents assigned as collaborators in the same inbox. - Auto-assignment is enabled. - All other settings are standard. Scenario 1: 3 out of 4 agents are offline - Only 1 agent is currently online. Result: All new incoming tickets will be auto-assigned to the single online agent (until they reach their capacity limit, if set). Scenario 2: 2 agents online, 2 offline - 2 agents are online, 2 are offline. Result: New incoming tickets will be distributed between the 2 online agents according to the auto-assignment logic and their capacity limits. Offline agents are never included in auto-assignment, even if they are collaborators of the inbox. Important Note on Scope of Auto-Assignment When auto-assignment is enabled, it applies only to new incoming tickets; it is not retroactive. Any tickets that are already unassigned in your inbox will not be automatically distributed. To handle existing unassigned tickets, agents should use manual assignment (assign to themselves or colleagues). Frequently Asked Questions Can other agents see tickets that are assigned to me? Yes! Assigning a ticket to yourself does not make it private or hidden. All agents can see all tickets in the "All Conversations" view. Assignment is purely for tracking ownership and responsibility—it doesn't restrict visibility. If you want to see only your own tickets, use the "Mine" filter in the sidebar. But other team members can always find your tickets if they need to help out or take over. What does "Participants" mean? Participants are agents who want to be notified about updates to a ticket without being assigned to it. Use this when: - You want to stay in the loop on a conversation someone else is handling - Multiple people need visibility into a ticket's progress - A manager wants to monitor specific conversations Participants receive notifications but aren't responsible for responding. The assigned agent remains the owner. A colleague is out—can I reply to their assigned tickets? Absolutely. You can reply to any ticket regardless of who it's assigned to. When you reply: - The ticket will be reassigned to you automatically (since you were the last responder) - Or you can manually reassign it before replying using the dropdown next to the Send button This makes shift handoffs easy—just jump in and respond. Why are some tickets not appearing in my inbox? If tickets seem to be "missing," check these common causes: 1. AI agent filtering: Tickets being handled by the AI agent are filtered out of regular views. Find them under AI Agent → Pending in the sidebar. 2. View filters: Make sure you're in "All" status, not just "Open" or a custom filter. 3. Inbox selection: Check that you're viewing the correct inbox in the sidebar.\
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Last updated on Feb 02, 2026](https://app.commslayer.com/hc/help-center/articles/1765362536-assigning-tickets-in-commslayer)
[### Setting up a contact form\
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For setting up a contact form, there are two options: 1. Native Shopify “Contact us” form The standard contact form included with every Shopify theme sends each submission to your designated support address, where you can reply from your support inbox. How to setup the basic form Limitation: The form is basic and does not support advanced fields such as dropdowns or multi-step workflows. 2. Shopify Forms app connected through Flow If you require a more flexible form—such as a multi-step questionnaire for wholesale requests or warranty claims—use Shopify Forms and connect it to Commslayer with Shopify Flow. Submissions are delivered to the specified Commslayer inbox, with the customer shown as the sender, enabling direct replies. Sending Shopify Forms submissions to Commslayer Note: These instructions are for the Forms app, the native contact us page sends form submissions to your store email automatically. https://www.youtube.com/watch?v=JsFsNy2ro\_U 1. Create and test the form in the Shopify Forms app, submitting a test entry for use in Flow setup. 2. Create a new workflow. - Trigger: Metaobject entry created. The test submission should appear. - Action: Commslayer Helpdesk & Chat → Create a ticket. 3. Populate the “Initial note” field with the required variables, for example: {{metaobject.firstName}} {{metaobject.email}} {{metaobject.formSubmittedAt}} 4. Select the destination inbox by entering the email address of the appropriate Commslayer inbox. Save the Flow, submit another test entry, and confirm that the ticket is created as expected. For additional assistance, contact karri@commslayer.com\
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Last updated on Jan 27, 2026](https://app.commslayer.com/hc/help-center/articles/1749711156-how-to)
[### Create a CSAT survey\
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Both the chat widget and email inboxes have the option to enable a Customer Satisfaction Score (CSAT) survey that will prompt the customer to leave a review of the customer service provided when a conversation is resolved. When CSAT is enabled and an agent resolves a conversation, then end customer will see the following button in the message: To enable CSAT in the Shopify chat widget go to Settings > Inboxes > Shopify chat widget > Configuration > Enable CSAT. To enable CSAT in the email inbox Settings > Inboxes > Email > CSAT.\
\
Last updated on Jan 27, 2026](https://app.commslayer.com/hc/help-center/articles/1754908736-c)
[### Tips and tricks (you didn't know about)\
\
Commslayer has many undocumented quirks and features. Some are useful, some aren’t. But all are good to know! In this living document, I’ll walk you through some essential tricks: - Bulk editing tickets – how to select multiple tickets at once - Sorting & filtering conversation list - CMD + K opens the console - How to trigger automation based on the subject line or message content - My new agent can’t see any inboxes?! - How to add new views - How to mention other people on private note Bulk editing tickets – how to select multiple tickets at once This is a slightly unintuitive easter egg in the UI. https://youtu.be/UyYdAha2OV8?si=8CaDB4K5wYB7fbQy Sorting & filtering conversation list This little dropdown causes 20% of my support load. You can use it to switch between different ticket statuses (Open, Snoozed, Resolved, All, etc.). If you leave it on 'ALL', you'll see all your tickets on the conversation list. Remember to switch back to 'Open' to just see the new open conversations when you play around with it. CMD + K opens the console Makes switching between dark and light mode easy. How to trigger an automation based on the subject line or message content Many are using this to build spam filters as the app doesn't have a built-in spam folder. Switch the triggering event to "Message created" and you'll find the "Message content" option. My new agent can’t see any inboxes?! You need to add them to Commslayer. You can do it under Settings → Agents and assign inboxes to that agent. How to add new views Adding a new view is easy, but saving it isn't as intuitive 1. Click the + icon beside Views. 2. Select New View. 3. Configure the view - add a name, choose the ticket status, and select the assignee. 4. Click Create View to save it. How to mention other people on private notes Just '@' them!\
\
Last updated on Mar 09, 2026](https://app.commslayer.com/hc/help-center/articles/1729160271-quirks-and-features)
[### How to work tickets efficiently in Commslayer\
\
This article describes the recommended workflow to manage support tickets in Commslayer. When we designed the app, we built this workflow as a common denominator: it is a good compromise between the different needs and requests we received from merchants. You can adapt it slightly to your processes, but we suggest starting from this approach. 1. Set Up Your Inbox Tab Before you start replying, make sure your workspace is focused on what matters most. - Filter by Status: “Open” Go to your ticket list. Set the Status filter to Open. This view shows all conversations that still require an action from your team. - Sort by “Last activity” The most common and useful sorting option is Last activity, which considers the most recent interaction (customer or agent) on a ticket. In the Sort by dropdown, choose Last activity. Decide your preferred order: Oldest first: ideal if you want to ensure that nothing has been waiting too long. Newest first: ideal for teams that need to react quickly to the latest activity. You can switch between these two depending on your priorities (SLA, workload, escalation rules, etc.). 2. Start from Your Own Tickets: “Mine” Tab To ensure pending replies are handled first, start from the tickets that are already assigned to you. 1. Open the Mine Tab. 2. Keep the Status filter on Open. 3. Work through all the tickets that are in your Inbox and assigned to you. This ensures: - You clear all pending replies. - Customers who are already in conversation with you receive continuity in the interaction. Note: As soon as you reply to a conversation, Commslayer automatically assigns that conversation to you. That is why “Mine” is your primary working queue. 3. Pick Up New Work: “Unassigned” Tab Once you clear your personal inbox (all open tickets in Mine view): 1. Switch to the Unassigned tab. 2. Keep the Status filter on Open. 3. Work through the New tickets: - Pick a ticket. - Reply to the customer. - The ticket will automatically become assigned to you after your reply. This approach balances: - Taking care of ongoing conversations first. - Then, picking up new work from the shared pool. 4. What Should I Do After I Reply to the Customer? After you send a reply, you have two main options, depending on whether the issue is solved or not. 4.1 If your reply fully resolves the issue If you are confident the conversation is complete and no further action is needed: Click the Resolve button. Use this when: You have provided the final answer or fix. There is no reason to keep the ticket open or waiting. 4.2 If you are waiting for the customer’s answer If your reply moves the ball back to the customer’s side, but the ticket is not resolved yet: Snooze the ticket “until next customer reply.” We introduced this snooze option to simulate a “Pending” or “Waiting for customer reply” status. What happens then: The ticket is not in your active “Open” list anymore, so it does not clutter your queue. As soon as the customer replies, the conversation will automatically reappear in your Inbox as an Open ticket, ready for further action. 5. How to Review Snoozed or Resolved Tickets If you have any doubt about a conversation you just snoozed or resolved, or you want to double-check its status: 1. Change the Status filter: - From Open to Snoozed to see all conversations you are waiting on. - From Open to Resolved to see all completed conversations. 2. If you want to limit the view to your own tickets, stay in the Mine tab. This way you can: - Audit your recently resolved tickets. - Quickly re-open a conversation if needed. - Track what you are currently waiting for from customers. This workflow keeps your queue clean, ensures customers in ongoing conversations are prioritized, and provides a simple way to manage pending responses without losing track of anything.\
\
Last updated on Feb 02, 2026](https://app.commslayer.com/hc/help-center/articles/1765215486-how-to-work-tickets-efficiently-in-commslayer)
[### Understanding conversation views: All, Open, Resolved, and Pending\
\
Understanding conversation views: All, Open, Resolved, and Pending Last updated on Feb 16, 2026 Commslayer organizes your conversations into different views based on their status, making it easy to prioritize and manage your support workload. Here's what each view means and when to use it. All The All view displays every conversation in your inbox regardless of its current status. This includes open, pending, and resolved conversations. Use this view when you need a complete picture of all conversations, or when searching for a specific conversation that you're not sure of the status of. Open The Open view shows conversations that need attention from your team. These are active conversations where a customer is waiting for a response or where action is required. A conversation is marked as open when: - A new conversation is created - A customer replies to a resolved or pending conversation - An agent manually reopens a conversation This is typically the primary view your agents will work from throughout the day. Resolved The Resolved view contains conversations that have been completed. A conversation is marked as resolved when the customer's issue has been fully addressed and no further action is needed. Conversations can be resolved: - Manually by an agent clicking the resolve button - Automatically by the AI agent after successfully handling a request - Through automation rules you've configured If a customer replies to a resolved conversation, it will automatically reopen and move back to the Open view. Pending The Pending view shows conversations that are waiting on something before they can be resolved — typically a response or action from the customer. Use the pending status when: - You've asked the customer a follow-up question and are waiting for their reply - You've requested additional information (e.g., order number, screenshots) - You're waiting for the customer to confirm a solution worked Marking conversations as pending helps keep your Open view focused on conversations that actually need your team's attention right now. Tips for managing your views effectively - Work from the Open view — Focus on open conversations first, as these are the ones that need immediate attention. - Use Pending to reduce noise — Move conversations to pending when the ball is in the customer's court. This keeps your open queue clean. - Resolve when done — Resolve conversations promptly once the issue is handled. This keeps your metrics accurate and your inbox tidy.\
\
Last updated on Feb 19, 2026](https://app.commslayer.com/hc/help-center/articles/1771259105-understanding-conversation-views-all-open-resolved-pending-and-snoozed)
[### How to change the email linked to your Shopify shop\
\
If you need to change the email address linked to your Shopify shop in Commslayer, follow the steps below. What you'll need Before reaching out, please have the following ready: - Your Shopify shop URL (e.g. mystore.myshopify.com) - The current email on the account - The new email you want to use Recommended: Add the new email to your existing account The easiest and safest way to change your email is to add the new email as a user to the account that already has your shop connected. This preserves your existing setup — inboxes, AI agent, automation rules, and more. To do this: 1. Log in to Commslayer with your current email. 2. Go to Settings → Agents. 3. Click Add Agent and enter the new email address. 4. The new email will receive an invitation to join the account. 5. Once accepted, the new user will have access to the same account and shop. If you no longer have access to your current email and can't log in, contact our support team with the details listed above and we'll help you get the new email added. Important notes - Shops used for payments cannot be disconnected. This is why adding the new email to the existing account is the recommended approach. - If you have any issues with the process, reach out to our support team and we'll walk you through it.\
\
Last updated on Feb 16, 2026](https://app.commslayer.com/hc/help-center/articles/1771260253-how-to-change-the-email-linked-to-your-shopify-shop)
[### How to move a Shopify store to a different Commslayer account\
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Each Shopify store can only be connected to one Commslayer account at a time. If you're trying to add a store and it doesn't connect, it may already be linked to a different Commslayer account. This guide walks you through how to disconnect the store from the incorrect account and add it to the correct one. Before you start Make sure you have access to: - The Commslayer account you want the store connected to - The Shopify admin for the store - The email address used for each Commslayer account (if you manage more than one) Step 1: Disconnect the store from the other Commslayer account 1. Log in to the Commslayer account where the store is currently connected 2. Go to Settings → Shops 3. Find the Shopify store you want to move 4. Click Disconnect This removes the store from that Commslayer account. Step 2: Uninstall the Commslayer app from Shopify 1. Log in to your Shopify admin 2. Go to Apps 3. Find Commslayer 4. Click Uninstall This ensures the store is fully disconnected before reconnecting it. Step 3: Add the store to the correct Commslayer account 1. Log in to the Commslayer account where you want the store connected — double-check that you're logged into the correct account 2. Go to Settings → Shops 3. Click Add Shop 4. Follow the prompts to install the Commslayer app again What you should see after Once completed: - The Shopify store appears under Settings → Shops in the correct Commslayer account - The store is no longer listed in any other Commslayer account - Messages and activity are routed correctly\
\
Last updated on Feb 16, 2026](https://app.commslayer.com/hc/help-center/articles/1771260273-how-to-add-another-shopify-store-to-your-commslayer-account)
[### How to add another Shopify store to your Commslayer account\
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You can connect multiple Shopify stores to your Commslayer account, letting you manage support for all your stores from one place. Each Shopify store can only be connected to one Commslayer account at a time. If you're trying to add a store and see the error "Shop already connected to a different account", it means the store is currently linked to another Commslayer account and needs to be disconnected first. How to Add Another Shopify Store to Your Commslayer Account 1. Log into your Commslayer account 2. Click the top-left sidebar 3. Select "Add New Account" 4. Go to Settings → Shops 5. Click "Add Shop" 6. Follow the prompts to install the Commslayer app on the new Shopify store 7. The new store will then appear under Settings → Shops Note: Each Shopify store can only be connected to one Commslayer account at a time. If you encounter an error stating the shop is already connected elsewhere, you'll need to disconnect it from the previous account first. If you've lost access to the old account, contact support with your Shopify store URL (e.g., mystore.myshopify.com). For stores used for payments, uninstall the Commslayer app from Shopify first, then reinstall it on the correct Commslayer account.\
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Last updated on Feb 17, 2026](https://app.commslayer.com/hc/help-center/articles/1771261311-how-to-add-another-shopify-store-to-your-commslayer-account)
[### How to Download a Conversation as a PDF\
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You can export any conversation as a PDF directly from the conversation view. This is useful for keeping records, sharing threads with your team, or archiving resolved tickets. Steps 1. Open the conversation you want to download. 2. Look for the Resolve button in the top-right corner of the conversation. 3. Click the dropdown arrow (▾) next to the Resolve button to reveal additional options. 4. Click Download PDF from the dropdown menu. 5. The PDF will be generated and downloaded to your device automatically. What's included in the PDF? The downloaded PDF includes the full conversation thread — all messages between the customer and your team, along with timestamps and agent names. Need help? If you don't see the Download PDF option, make sure you're on the latest version of Commslayer. If the issue persists, reach out to our support team.\
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Last updated on Feb 27, 2026](https://app.commslayer.com/hc/help-center/articles/1771520278-how-to-download-a-conversation-as-a-pdf)
[### Managing spam\
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How spam detection works Commslayer catches spam automatically depending on your inbox type. Standard email inboxes use built-in spam scoring. Emails with a high spam score are moved to the Spam folder before they reach your inbox. This is always on. Gmail inboxes rely on Gmail's own spam filtering. Emails that Gmail flags as spam are synced into your Spam folder in Commslayer automatically. No setup needed. Spam folder The Spam folder lives in your sidebar alongside Open, Snoozed, and Resolved. All spam conversations land here, whether caught automatically or marked manually by your team. Spam conversations are hidden from your regular inbox, excluded from reports, and the AI agent won't respond to them. Mark a conversation as spam Right-click any conversation and select Mark as spam. This does three things: - Moves the conversation to the Spam folder - Blocks the contact - Auto-routes future messages from that contact to Spam Blocking is contact-level. When you block a contact, all their conversations move to spam. Recover a false positive Found a real customer in the Spam folder? Right-click the conversation and select Not spam. This unblocks the contact, moves the conversation back to Open, and future messages arrive normally. Blocklist View and manage all blocked contacts in Settings -> Blocklist. You can see who blocked each contact (or "System" if it was auto-detected), when they were blocked, and unblock them directly from here.\
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Last updated on Feb 26, 2026](https://app.commslayer.com/hc/help-center/articles/1772094163-managing-spam)
[### How to Export Your Ticket History\
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How to Export Your Ticket History You can export all your ticket history — including associated data — directly from your account settings. Steps 1. Go to Settings → Account Settings → Export 2. Click the Choose a time period dropdown 3. Select a time range: - Last 7 days - Last 30 days - Last 3 months - Last 6 months - Last year - Full history 4. Click \*\*Export \*\* You'll receive a download with your ticket data for the selected period. What's included The export covers your full ticket history with associated data for the chosen time range — conversation details, contact info, timestamps, and message history. Notes - Large exports (especially Full history) may take a moment to generate depending on your account size. - If you need a recurring export, you'll need to repeat the process manually each time. Scheduled exports aren't available yet.\
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Last updated on Mar 03, 2026](https://app.commslayer.com/hc/help-center/articles/1772545497-how-to-export-your-ticket-history)
[### How does auto-assignment work?\
\
Auto-assignment distributes new incoming tickets across your team automatically. When a conversation comes in, Commslayer assigns it to an eligible agent so no one has to manually pick it up from the queue. How to enable it 1. Go to Settings → Inboxes 2. Select the inbox you want to configure 3. Open the Agent Assignment tab 4. Toggle on Auto-assignment Auto-assignment is configured per inbox, so you can enable it for some channels and leave it off for others. Who gets assigned tickets Commslayer only assigns tickets to agents who are: - A collaborator of that inbox - Online at the moment the ticket arrives Offline agents are skipped entirely, even if they're collaborators. Tickets won't queue up and wait for them. Agents are marked offline automatically after 15 minutes of inactivity. To turn that off, click your name at the bottom of the left sidebar and disable Mark offline automatically. How tickets are distributed Assignment follows a round-robin order — tickets cycle through eligible agents one by one rather than all going to the same person. You can also set a maximum number of active conversations per agent. Once an agent hits their limit, they stop receiving new auto-assigned tickets until their load drops back down. What it doesn't cover Auto-assignment only applies to new incoming tickets. Conversations that are already unassigned in your inbox won't be touched. To handle those, agents need to assign them manually. Common questions A ticket came in but wasn't assigned to anyone. Why? No agents were online when it arrived. Once someone comes online, new tickets will start being assigned again. For the backlog, assign those manually. Can I use auto-assignment and manual assignment together? Yes. Auto-assignment handles new incoming tickets. Agents can still reassign conversations at any time using the dropdown in the sidebar, or by replying to an unassigned ticket (which automatically assigns it to them). Does auto-assignment work with the AI agent? The AI agent and auto-assignment are separate systems. Auto-assignment applies to human agents. Tickets handled by your AIagent won't appear in the regular assignment queue — find them under AI Agent → Pending in the sidebar.\
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Last updated on Mar 03, 2026](https://app.commslayer.com/hc/help-center/articles/1772546653-how-does-auto_assignment-work)
[### Using Macros\
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What macros do A macro is a saved sequence of actions — assign a label, send a message, change status — that runs on a conversation in one click. Use them for workflows you repeat often. Creating a macro 1. Go to Settings → Macros. 2. Click New Macro. 3. Give it a name. 4. Add action steps in order (e.g., assign label → send message → change status). 5. Set visibility 6. Click Save. Running a macro Open a conversation, find the macro option in the actions menu, and select the macro you want. All steps run in sequence.\
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Last updated on Mar 16, 2026](https://app.commslayer.com/hc/help-center/articles/1773660105-using-macros)
[### Keyboard Shortcuts in Commslayer\
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Commslayer has Superhuman-inspired keyboard shortcuts to help you move through your queue faster without reaching for the mouse. Command console Press CMD + K (Mac) or Ctrl + K (Windows) to open the command console. From here you can switch between dark and light mode and navigate to conversations quickly. Managing conversation status - E — Resolve the current conversation - H — Snooze the current conversation Composing replies - R — Focus the reply box - N — Switch to private note mode - / — Search canned responses Pro tip: Chain shortcuts to move fast — hit R to open a reply, / to insert a canned response, then CMD + Enter to send.\
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Last updated on Apr 02, 2026](https://app.commslayer.com/hc/help-center/articles/1775071002-keyboard-shortcuts-in-commslayer)
[### How do I mark a ticket as spam?\
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Commslayer has a built-in Mark as spam action available directly from the conversation list. Mark a ticket as spam 1. In your inbox, right-click the conversation you want to mark as spam. 2. Select Mark as spam from the context menu. The conversation is immediately resolved and the contact is blocked. Unblock a contact If you marked someone as spam by mistake, you can unblock them in two ways: From the spam folder: 1. Go to spam folder. 2. Open the conversation. 3. Click Unblock to restore the contact. From Settings: 1. Go to Settings > Blocklist. 2. Find the contact and remove them from the list.\
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Last updated on Apr 06, 2026](https://app.commslayer.com/hc/help-center/articles/1775475509-how-do-i-mark-a-ticket-as-spam)
---
# Understanding reports | Help center
[Home](https://app.commslayer.com/hc/help-center/en)
[Reports](https://app.commslayer.com/hc/help-center/en/categories/reports)
Understanding reports
Understanding reports
=====================
Last updated on Jan 27, 2026
Reports show ticket volume, response times, agent performance, and customer satisfaction.
Finding reports
---------------
Click **Reports** in the left sidebar. You'll see the available report tabs listed below the Reports header.
Available reports
-----------------
* 📊 **Overview** — Ticket volume and response times across your helpdesk
* 👤 **Agents** — Individual agent workload and performance
* 🤖 **AI agent** — Resolution rates and handovers for your AI agent
* 📥 **Inboxes** — Performance by channel (email, chat, social)
* 👥 **Teams** — Team-level metrics
* 🏷️ **Labels** — Conversation counts by label
* ⭐ **CSAT** — Customer satisfaction scores
Who can access reports
----------------------
**Administrators and Managers** can access all reports and see data for all agents, teams, and inboxes.
**Agents** can only access the Agents report. They see only their own performance data — not other team members.
Selecting a date range
----------------------
1. Click the date picker in the top right
2. Choose a preset (Last 7 days, Last 30 days) or select custom dates
3. Click **Apply**
Comparing periods
-----------------
1. Click the comparison dropdown below the date picker
2. Choose a comparison type:
* **Previous period** — Same duration, immediately before your selected range
* **Previous year** — Same dates, one year earlier
3. Trends appear as percentage changes on each metric
Business hours toggle
---------------------
When enabled, time-based metrics only count hours during your configured business hours. You'll need to set up business hours in Settings first.
---
# Overview report | Help center
[Home](https://app.commslayer.com/hc/help-center/en)
[Reports](https://app.commslayer.com/hc/help-center/en/categories/reports)
Overview report
Overview report
===============
Last updated on Jan 29, 2026
The Overview report shows high-level metrics for your helpdesk.
Opening the Overview report
---------------------------
1. Go to **Reports** in the sidebar
2. Click **Overview**
Overview metrics
----------------
* **New tickets:** Conversations created during the selected period. Excludes imported tickets.
* **Resolved tickets:** Conversations closed during the selected period.
* **First response time:** Average time from when a customer opens a conversation to when an agent sends the first reply.
* **Resolution time:** Average time from the first message to ticket closure.
Productivity metrics
--------------------
* **Average response time:** Average time from customer message to agent reply for follow-up responses only. The first reply in a conversation is excluded — that's tracked under First response time.
* **Messages sent:** Total outbound messages from your team during the period.
* **One-touch tickets:** Percentage of resolved tickets where an agent sent exactly one reply.
* **Zero-touch tickets:** Percentage of resolved tickets with no agent replies. Typically AI-resolved or auto-closed tickets.
Business hours
--------------
If your inbox has business hours configured, time metrics can be calculated using business hours only. Toggle this in the report settings.
Using the chart
---------------
Click any metric to graph it over time. Hover over the chart to see daily values.
If you've set a comparison period, a dashed line shows the previous period's data.
Reading trends
--------------
Each metric shows a percentage change compared to your comparison period:
* Green arrow up = improvement
* Red arrow down = decline
Common questions
----------------
**Why is Average response time different from First response time?**
First response time measures how quickly you respond to new conversations. Average response time measures ongoing responsiveness — how fast you reply when customers follow up.
**A ticket was replied in 50 minutes, resolved, then reopened and replied in 70 minutes. What's the Average response time?**
70 minutes. The first reply (50 minutes) counts toward First response time only. Average response time tracks follow-up replies — in this case, the 70-minute response after the customer reopened the ticket.
**Why does Overview use averages while other reports use medians?**
Overview gives you a quick pulse check with averages. The Agents, Inboxes, and Teams reports use medians to reduce the impact of outliers when comparing individual performance.
---
# Agents report | Help center
[Home](https://app.commslayer.com/hc/help-center/en)
[Reports](https://app.commslayer.com/hc/help-center/en/categories/reports)
Agents report
Agents report
=============
Last updated on Mar 05, 2026
The Agents report shows performance metrics for each team member.
Opening the Agents report
-------------------------
1. Go to **Reports** in the sidebar
2. Click **Agents**
Metrics explained
-----------------
* **Resolved tickets:** Unique conversations resolved while assigned to this agent during the period.
* **% of Resolved tickets:** This agent's share of all resolved tickets.
* **Tickets replied:** Conversations where this agent sent at least one message.
* **Messages sent:** Total outbound messages from this agent.
* **Messages received:** Inbound messages in conversations assigned to this agent.
* **First response time:** Median time from customer message to this agent's first reply.
* **Average response time:** Average time from customer follow-up to this agent's reply. Excludes first responses.
* **Resolution time:** Median time from first message to resolution for tickets this agent closed.
* **One-touch %:** Percentage of tickets this agent resolved with exactly one reply.
* **Handle time:** Median time from when this agent sent their first reply to when the ticket was resolved. Measures how long conversations stay active after the agent engages.
Business hours
--------------
If your inbox has business hours configured, time metrics can use business hours only. Toggle this in the report settings.
Using this data
---------------
High first response time usually points to assignment delays. Check if tickets are sitting unassigned.
Low one-touch percentage? Consider adding more canned responses or enabling AI assist.
Compare handle time across agents to identify coaching opportunities.
Common questions
----------------
**Who gets credit for a resolved ticket?**
The agent who is **assigned** to the conversation at the time it's resolved. If Agent A is assigned to a ticket but Agent B clicks resolve (or uses "send and resolve"), the resolution counts for Agent A. This applies to all resolve methods, including "send and resolve".
To make sure the right agent gets credit, reassign the conversation before resolving it.
**Does resolving the same ticket multiple times inflate the count?**
No. Resolved tickets counts each conversation once per agent, regardless of how many times it was resolved and reopened. If the same ticket is resolved by different agents (after reassignment), it counts once for each agent.
**Why doesn't my first reply count toward Average response time?**
First responses are tracked separately under First response time. Average response time only includes follow-up replies, when a customer messages again and the agent responds.
**What's the difference between Resolution time and Handle time?**
Resolution time is the full duration from the customer's first message to ticket closure. Handle time starts when the agent sends their first reply, measuring how long the agent actively worked on the conversation.
**Why are daily totals different from the date range total for Tickets replied?**
"Tickets replied" counts unique conversations where an agent sent at least one message. When viewing daily breakdowns, a ticket appears on each day the agent replied to it. The date range total counts each ticket once, even if the agent replied on multiple days.
Example: An agent replies to the same ticket on Monday and Tuesday. The daily view counts it twice (once per day). The date range view counts it once, because it's one unique ticket.
---
# AI agent report | Help center
[Home](https://app.commslayer.com/hc/help-center/en)
[Reports](https://app.commslayer.com/hc/help-center/en/categories/reports)
AI agent report
AI agent report
===============
Last updated on Jan 29, 2026
The AI agent report shows how your AI agent performs.
Requirements
------------
You need AI agent enabled on at least one inbox to see this report.
Opening the AI agent report
---------------------------
1. Go to **Reports** in the sidebar
2. Click **AI agent**
Performance metrics
-------------------
* **New tickets:** Conversations the AI agent handled or was involved in during the period. Includes tickets currently assigned to AI and tickets handed over from AI.
* **Resolved tickets:** Conversations the AI resolved without human help.
* **First response time:** Median time from customer message to AI's first reply.
* **Resolution time:** Median time from first message to resolution for AI-resolved tickets.
Rate metrics
------------
* **Involvement rate:** Percentage of all new tickets where the AI participated.
* **Success rate:** Percentage of AI-involved conversations that were resolved without human help.
* **Handover rate:** Percentage of AI conversations that were escalated to a human agent.
* **Pending rate:** Percentage of AI conversations that are still open (snoozed or waiting).
Guidance breakdown
------------------
Shows performance for each guidance rule:
* **Tickets:** Conversations that matched this guidance.
* **Success rate:** Resolved without handover.
* **Handover rate:** Needed human help.
* **Pending rate:** Still open.
High handover rate on specific guidance means it needs clearer instructions or more knowledge sources.
Action breakdown
----------------
Shows how many times each custom action triggered and its success rate.
Common questions
----------------
**How is Success rate calculated?**
Success rate = Resolved tickets ÷ Total AI-involved tickets. A ticket counts as AI-involved if the AI responded, handed it over, or resolved it.
**Why might Involvement rate be higher than expected?**
Involvement rate includes any ticket where the AI participated, even briefly. If AI sends an initial response before handing over, that ticket counts as AI-involved.
---
# Reports | Help center
[Home](https://app.commslayer.com/hc/help-center/en)
Reports
📊
Reports
=======
Understand your helpdesk performance with reports on tickets, agents, AI, and customer satisfaction.
8 articles
[### Understanding reports\
\
Reports show ticket volume, response times, agent performance, and customer satisfaction. Finding reports Click Reports in the left sidebar. You'll see the available report tabs listed below the Reports header. Available reports - 📊 Overview — Ticket volume and response times across your helpdesk - 👤 Agents — Individual agent workload and performance - 🤖 AI agent — Resolution rates and handovers for your AI agent - 📥 Inboxes — Performance by channel (email, chat, social) - 👥 Teams — Team-level metrics - 🏷️ Labels — Conversation counts by label - ⭐ CSAT — Customer satisfaction scores Who can access reports Administrators and Managers can access all reports and see data for all agents, teams, and inboxes. Agents can only access the Agents report. They see only their own performance data — not other team members. Selecting a date range 1. Click the date picker in the top right 2. Choose a preset (Last 7 days, Last 30 days) or select custom dates 3. Click Apply Comparing periods 1. Click the comparison dropdown below the date picker 2. Choose a comparison type: - Previous period — Same duration, immediately before your selected range - Previous year — Same dates, one year earlier 3. Trends appear as percentage changes on each metric Business hours toggle When enabled, time-based metrics only count hours during your configured business hours. You'll need to set up business hours in Settings first.\
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Last updated on Jan 27, 2026](https://app.commslayer.com/hc/help-center/articles/1769511273-understanding-reports)
[### Overview report\
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The Overview report shows high-level metrics for your helpdesk. Opening the Overview report 1. Go to Reports in the sidebar 2. Click Overview Overview metrics - New tickets: Conversations created during the selected period. Excludes imported tickets. - Resolved tickets: Conversations closed during the selected period. - First response time: Average time from when a customer opens a conversation to when an agent sends the first reply. - Resolution time: Average time from the first message to ticket closure. Productivity metrics - Average response time: Average time from customer message to agent reply for follow-up responses only. The first reply in a conversation is excluded — that's tracked under First response time. - Messages sent: Total outbound messages from your team during the period. - One-touch tickets: Percentage of resolved tickets where an agent sent exactly one reply. - Zero-touch tickets: Percentage of resolved tickets with no agent replies. Typically AI-resolved or auto-closed tickets. Business hours If your inbox has business hours configured, time metrics can be calculated using business hours only. Toggle this in the report settings. Using the chart Click any metric to graph it over time. Hover over the chart to see daily values. If you've set a comparison period, a dashed line shows the previous period's data. Reading trends Each metric shows a percentage change compared to your comparison period: - Green arrow up = improvement - Red arrow down = decline Common questions Why is Average response time different from First response time? First response time measures how quickly you respond to new conversations. Average response time measures ongoing responsiveness — how fast you reply when customers follow up. A ticket was replied in 50 minutes, resolved, then reopened and replied in 70 minutes. What's the Average response time? 70 minutes. The first reply (50 minutes) counts toward First response time only. Average response time tracks follow-up replies — in this case, the 70-minute response after the customer reopened the ticket. Why does Overview use averages while other reports use medians? Overview gives you a quick pulse check with averages. The Agents, Inboxes, and Teams reports use medians to reduce the impact of outliers when comparing individual performance.\
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Last updated on Jan 29, 2026](https://app.commslayer.com/hc/help-center/articles/1769511273-overview-report)
[### Agents report\
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The Agents report shows performance metrics for each team member. Opening the Agents report 1. Go to Reports in the sidebar 2. Click Agents Metrics explained - Resolved tickets: Unique conversations resolved while assigned to this agent during the period. - % of Resolved tickets: This agent's share of all resolved tickets. - Tickets replied: Conversations where this agent sent at least one message. - Messages sent: Total outbound messages from this agent. - Messages received: Inbound messages in conversations assigned to this agent. - First response time: Median time from customer message to this agent's first reply. - Average response time: Average time from customer follow-up to this agent's reply. Excludes first responses. - Resolution time: Median time from first message to resolution for tickets this agent closed. - One-touch %: Percentage of tickets this agent resolved with exactly one reply. - Handle time: Median time from when this agent sent their first reply to when the ticket was resolved. Measures how long conversations stay active after the agent engages. Business hours If your inbox has business hours configured, time metrics can use business hours only. Toggle this in the report settings. Using this data High first response time usually points to assignment delays. Check if tickets are sitting unassigned. Low one-touch percentage? Consider adding more canned responses or enabling AI assist. Compare handle time across agents to identify coaching opportunities. Common questions Who gets credit for a resolved ticket? The agent who is assigned to the conversation at the time it's resolved. If Agent A is assigned to a ticket but Agent B clicks resolve (or uses "send and resolve"), the resolution counts for Agent A. This applies to all resolve methods, including "send and resolve". To make sure the right agent gets credit, reassign the conversation before resolving it. Does resolving the same ticket multiple times inflate the count? No. Resolved tickets counts each conversation once per agent, regardless of how many times it was resolved and reopened. If the same ticket is resolved by different agents (after reassignment), it counts once for each agent. Why doesn't my first reply count toward Average response time? First responses are tracked separately under First response time. Average response time only includes follow-up replies, when a customer messages again and the agent responds. What's the difference between Resolution time and Handle time? Resolution time is the full duration from the customer's first message to ticket closure. Handle time starts when the agent sends their first reply, measuring how long the agent actively worked on the conversation. Why are daily totals different from the date range total for Tickets replied? "Tickets replied" counts unique conversations where an agent sent at least one message. When viewing daily breakdowns, a ticket appears on each day the agent replied to it. The date range total counts each ticket once, even if the agent replied on multiple days. Example: An agent replies to the same ticket on Monday and Tuesday. The daily view counts it twice (once per day). The date range view counts it once, because it's one unique ticket.\
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Last updated on Mar 05, 2026](https://app.commslayer.com/hc/help-center/articles/1769511274-agents-report)
[### AI agent report\
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The AI agent report shows how your AI agent performs. Requirements You need AI agent enabled on at least one inbox to see this report. Opening the AI agent report 1. Go to Reports in the sidebar 2. Click AI agent Performance metrics - New tickets: Conversations the AI agent handled or was involved in during the period. Includes tickets currently assigned to AI and tickets handed over from AI. - Resolved tickets: Conversations the AI resolved without human help. - First response time: Median time from customer message to AI's first reply. - Resolution time: Median time from first message to resolution for AI-resolved tickets. Rate metrics - Involvement rate: Percentage of all new tickets where the AI participated. - Success rate: Percentage of AI-involved conversations that were resolved without human help. - Handover rate: Percentage of AI conversations that were escalated to a human agent. - Pending rate: Percentage of AI conversations that are still open (snoozed or waiting). Guidance breakdown Shows performance for each guidance rule: - Tickets: Conversations that matched this guidance. - Success rate: Resolved without handover. - Handover rate: Needed human help. - Pending rate: Still open. High handover rate on specific guidance means it needs clearer instructions or more knowledge sources. Action breakdown Shows how many times each custom action triggered and its success rate. Common questions How is Success rate calculated? Success rate = Resolved tickets ÷ Total AI-involved tickets. A ticket counts as AI-involved if the AI responded, handed it over, or resolved it. Why might Involvement rate be higher than expected? Involvement rate includes any ticket where the AI participated, even briefly. If AI sends an initial response before handing over, that ticket counts as AI-involved.\
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Last updated on Jan 29, 2026](https://app.commslayer.com/hc/help-center/articles/1769511275-ai-agent-report)
[### Inboxes report\
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The Inboxes report compares performance across your channels. Opening the Inboxes report 1. Go to Reports in the sidebar 2. Click Inboxes Metrics explained - Created tickets: Conversations created in this inbox during the period. - % of created: This inbox's share of total ticket volume. - Closed tickets: Conversations resolved from this inbox during the period. - Messages received: Inbound messages from customers in this inbox. - Messages sent: Outbound messages from agents in this inbox. - First response time: Median time from customer message to first agent reply for this inbox. - Average response time: Average time from customer follow-up to agent reply in this inbox. Excludes first responses. - Resolution time: Median time from first message to ticket closure for this inbox. Business hours If an inbox has business hours configured, time metrics can use business hours only. Toggle this in the report settings. Common questions Why compare inboxes? Different channels have different customer expectations. Email customers may accept longer response times than live chat users. Use this report to set realistic targets per channel. Why are some inboxes missing? Inboxes with no activity during the selected period won't appear in the report.\
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Last updated on Jan 29, 2026](https://app.commslayer.com/hc/help-center/articles/1769511276-inboxes-report)
[### Teams report\
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The Teams report shows metrics grouped by team. Requirements You need teams configured in Settings → Teams to see data here. Opening the Teams report 1. Go to Reports in the sidebar 2. Click Teams Metrics explained - Created tickets: Conversations created and assigned to this team during the period. - % of created: This team's share of total created tickets. - Closed tickets: Conversations resolved by team members during the period. - % of closed: This team's share of total resolved tickets. - Tickets replied: Conversations where at least one team member sent a reply. - Messages sent: Total outbound messages from team members. - Messages received: Inbound messages in conversations assigned to this team. - First response time: Median time to first reply across all team members. - Average response time: Average of each team member's average response time. Excludes first responses. - Resolution time: Median time from first message to resolution for tickets assigned to this team. - One-touch %: Percentage of tickets the team resolved with exactly one reply. - Handle time: Median time from first team member reply to resolution. - Avg CSAT: Average satisfaction score for conversations handled by this team (if CSAT is enabled). Business hours If inboxes have business hours configured, time metrics can use business hours only. Toggle this in the report settings. Common questions How is team CSAT calculated? Team CSAT is the average rating from all CSAT responses on conversations where team members participated. Why is Average response time an "average of averages"? To give equal weight to each team member regardless of ticket volume. An agent handling 10 tickets contributes the same as one handling 100.\
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Last updated on Jan 29, 2026](https://app.commslayer.com/hc/help-center/articles/1769511276-teams-report)
[### Labels report\
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The Labels report shows how labels are used across conversations. Opening the Labels report 1. Go to Reports in the sidebar 2. Click Labels What you'll see Each label with its conversation count for the selected period. Common uses - Track issue types like billing, shipping, or returns - Monitor feature request volume - Spot trending problems\
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Last updated on Jan 27, 2026](https://app.commslayer.com/hc/help-center/articles/1769511277-labels-report)
[### CSAT report\
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The CSAT report shows customer satisfaction scores. Requirements You need CSAT surveys enabled. Go to Settings → Inboxes → Manage (the inbox you want CSAT for) → CSAT to configure. Opening the CSAT report 1. Go to Reports in the sidebar 2. Click CSAT Summary metrics - Total responses: Number of customers who completed the survey during the period. - Satisfied: Responses rated 4 or 5. - Dissatisfied: Responses rated 1, 2, or 3. - Average rating: Mean score across all responses (1-5 scale). - Satisfaction score: Percentage of responses rated 4 or 5. - Response rate: Percentage of resolved conversations where the customer completed the survey. By agent Satisfaction scores broken down by the agent who handled the conversation. Shows each agent's total responses, satisfied count, and satisfaction score. Distribution Count and percentage for each rating value (1 through 5). Helps identify if dissatisfaction clusters at specific ratings. Trend Daily satisfaction scores over your selected period. Useful for spotting patterns or the impact of changes. Common questions How is Satisfaction score different from Average rating? Average rating is the mean of all scores (e.g., 4.2 out of 5). Satisfaction score is the percentage of responses that were positive (4 or 5). Both are useful — average rating shows overall sentiment, satisfaction score shows what percentage of customers are happy. Why might Response rate be low? Customers may not see the survey (email goes to spam), may ignore it, or may not feel strongly enough to respond. Response rates between 10-30% are common.\
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Last updated on Mar 11, 2026](https://app.commslayer.com/hc/help-center/articles/1769511277-csat-report)
---
# Inboxes report | Help center
[Home](https://app.commslayer.com/hc/help-center/en)
[Reports](https://app.commslayer.com/hc/help-center/en/categories/reports)
Inboxes report
Inboxes report
==============
Last updated on Jan 29, 2026
The Inboxes report compares performance across your channels.
Opening the Inboxes report
--------------------------
1. Go to **Reports** in the sidebar
2. Click **Inboxes**
Metrics explained
-----------------
* **Created tickets:** Conversations created in this inbox during the period.
* **% of created:** This inbox's share of total ticket volume.
* **Closed tickets:** Conversations resolved from this inbox during the period.
* **Messages received:** Inbound messages from customers in this inbox.
* **Messages sent:** Outbound messages from agents in this inbox.
* **First response time:** Median time from customer message to first agent reply for this inbox.
* **Average response time:** Average time from customer follow-up to agent reply in this inbox. Excludes first responses.
* **Resolution time:** Median time from first message to ticket closure for this inbox.
Business hours
--------------
If an inbox has business hours configured, time metrics can use business hours only. Toggle this in the report settings.
Common questions
----------------
**Why compare inboxes?**
Different channels have different customer expectations. Email customers may accept longer response times than live chat users. Use this report to set realistic targets per channel.
**Why are some inboxes missing?**
Inboxes with no activity during the selected period won't appear in the report.
---
# Recharge integration | Help center
[Home](https://app.commslayer.com/hc/help-center/en)
[Integrations](https://app.commslayer.com/hc/help-center/en/categories/integrations)
Recharge integration
Recharge integration
====================
Last updated on Jan 16, 2026
Manage Recharge subscriptions directly from Commslayer. Your team can handle subscription changes in the sidebar, and your AI agent can automate common requests.
Connecting Recharge
-------------------
1. Go to **Settings → Integrations → Recharge**
2. In Recharge, go to **Tools & Apps → API tokens** and create a new token
3. Enable **all permissions** — without full permissions, subscription data won't sync
4. Paste the API token in Commslayer and connect
Managing subscriptions from the sidebar
---------------------------------------
When viewing a conversation, expand the **Subscriptions** section in the sidebar to see the customer's Recharge subscriptions.
Available actions:
* **Update frequency** — Change how often the subscription renews
* **Cancel subscription** — Stop all future charges
* **Delay or cancel order** — Postpone or stop an upcoming order
AI subscription actions
-----------------------
Let your AI agent handle subscription requests automatically. Customers can cancel subscriptions or delay orders through natural conversation.
**Available actions:**
* **Cancel subscription** — Stops all future recurring charges
* **Delay order** — Postpones the next order to a date the customer chooses
These actions are disabled by default.
### Enable AI actions
1. Go to **AI agent → Actions**
2. Scroll to the Recharge section
3. Toggle on the actions you want the AI to handle
4. Add custom conditions if needed (optional)
Changes apply immediately.
**Already have Recharge connected?** Disconnect and reconnect the integration for AI actions to appear.
### How customer verification works
Before making changes, the AI verifies the customer owns the subscription.
**Email inbox:** Automatically verified if the sender's email matches the customer email in Recharge.
**Other channels (SMS, WhatsApp, chat widget):** The AI asks for their email and ZIP code, then checks it against Recharge records.
### Custom conditions
Add rules to control when actions can run. Go to **AI agent → Actions**, click an action, and add conditions.
Examples:
* "Only allow cancellation if subscription is older than 30 days"
* "Do not cancel if customer has pending orders"
* "Only delay orders scheduled more than 48 hours from now"
### What the AI says to customers
The AI never mentions "Recharge" to customers. It says "your subscription" or "your order" since customers don't know about backend platforms.
Troubleshooting
---------------
**Subscriptions not showing in sidebar?**
* Verify the customer email matches what's in Recharge
* Check that the integration is connected in **Settings → Integrations**
**AI actions not appearing?**
* Disconnect and reconnect Recharge in **Settings → Integrations**
* Only Administrators can see and configure actions
**Customer verification keeps failing?**
* The email must match exactly what's stored in Recharge
* The ZIP code must match the address on file
**Action failed after verification?**
* For cancellations: The subscription might already be cancelled
* For delays: The order might already be processed or shipped
---
# Loop integration | Help center
[Home](https://app.commslayer.com/hc/help-center/en)
[Integrations](https://app.commslayer.com/hc/help-center/en/categories/integrations)
Loop integration
Loop integration
================
Last updated on Jan 16, 2026
Manage Loop subscriptions directly from Commslayer. Your team can handle subscription changes in the sidebar, and your AI agent can automate common requests.
Connecting Loop
---------------
1. Go to **Settings → Integrations → Loop**
2. Get your API token from Loop: **Settings → API Tokens**, click **Create Token**
3. Enable **all permissions** for the token (required for subscription data to sync)
4. Paste the token in Commslayer and connect
Loop integration is included on all plans, including Free.
Managing subscriptions from the sidebar
---------------------------------------
When viewing a conversation, expand the **Subscriptions** section in the sidebar to see the customer's Loop subscriptions.
Available actions:
* **Reschedule** — Change the next billing date
* **Cancel** — Stop all future charges
* **Reactivate** — Restart a cancelled or paused subscription
AI subscription actions
-----------------------
Let your AI agent handle subscription requests automatically. Customers can cancel, reactivate, or reschedule through natural conversation.
**Available actions:**
* **Cancel subscription** — Stops all future recurring charges
* **Reactivate subscription** — Resumes a cancelled or paused subscription
* **Reschedule subscription** — Changes the next billing date
These actions are disabled by default.
### Enable AI actions
1. Go to **AI agent → Actions**
2. Scroll to the Loop section
3. Toggle on the actions you want the AI to handle
4. Add custom conditions if needed (optional)
Changes apply immediately.
**Already have Loop connected?** Disconnect and reconnect the integration for AI actions to appear.
### How customer verification works
Before making changes, the AI verifies the customer owns the subscription.
**Email inbox:** Automatically verified if the sender's email matches the customer email in Loop.
**Other channels (SMS, WhatsApp, chat widget):** The AI asks for their email and ZIP code, then checks it against the shipping address on file.
### Custom conditions
Add rules to control when actions can run. Go to **AI agent → Actions**, click an action, and add conditions.
Examples:
* "Only allow cancellation after the first order has shipped"
* "Do not reactivate subscriptions cancelled more than 90 days ago"
* "Only reschedule to dates within the next 30 days"
### What the AI says to customers
The AI never mentions "Loop" to customers. It says "your subscription" since customers don't know about backend platforms.
Troubleshooting
---------------
**Subscriptions not showing in sidebar?**
* Verify the customer email matches what's in Loop
* Check that the integration is connected in **Settings → Integrations**
**AI actions not appearing?**
* Disconnect and reconnect Loop in **Settings → Integrations**
* Only Administrators can see and configure actions
**Customer verification keeps failing?**
* The email must match exactly what's stored in Loop
* The ZIP code must match the shipping address on file
**Cancel or reschedule failed?**
* The subscription must be active
* Reschedule date must be in the future
**Reactivation failed?**
* The subscription might already be active
* Some subscription types can't be reactivated
---
# Set up a custom domain for your help center | Help center
[Home](https://app.commslayer.com/hc/help-center/en)
[Help center](https://app.commslayer.com/hc/help-center/en/categories/help-center)
Set up a custom domain for your help center
Set up a custom domain for your help center
===========================================
Last updated on Feb 02, 2026
You can now set up a custom domain for your Help center, in example: [**help.commslayer.com**](http://help.commslayer.com/)
To do this, head over to Help center > Settings > Custom domain and click **Add subdomain**
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