Enable Shopify permissions
If you installed Commslayer before August 2025, you must reauthorize your Shopify connection to grant order editing permissions.
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Navigate to Settings → Shops
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Click "Reauth" if displayed
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Complete Shopify authentication and confirm updated permissions
Customize agent settings
Configure the AI agent's identity and behavior through basic customization options.
Agent name
Most brands include "AI agent" in the name (e.g., "Awesome Brand's AI agent"). Some merchants, particularly dropshippers, use human names without AI disclosure. Your choice.
General rules (optional)
Define behavioral guidelines for the AI agent. Only add rules after thorough playground testing and guidance configuration.
Tone of voice (optional)
Specify communication style per channel (friendly, formal, brief, Gen Z, emoji-free). The agent defaults to channel-appropriate helpful tones. Change only if dissatisfied with default behavior.
Signature
Set email and direct message signatures. Useful for AI disclosure to customers.
Handover settings
Configure whether the AI agent transfers uncertain conversations to unassigned queue or specific human agents. Set the fallback message sent during handovers.
Enable the AI agent
Access AI agent settings from the left menu to select active inboxes.
Restrict to enabled intents
Critical setting that appears after inbox selection:
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Disabled: AI agent handles all inbox tickets using available knowledge and guidance
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Enabled: AI agent only responds to tickets with matching guidance, regardless of other available knowledge
This restriction helps gradual adoption by limiting responses to specific scenarios like order tracking or cancellation requests.
Operational details
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Response delays: The AI agent includes randomized response delays for email and social media comments to appear natural and prevent customer frustration with instant replies.
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Assignment behavior: The AI agent is automatically assigned to new tickets. Removing it stops responses to that conversation. If initially disabled for a conversation, the agent won't respond to existing messages until new customer messages arrive.
Frequently Asked Questions
Where do AI-assigned tickets appear in my inbox?
Tickets being handled by the AI agent are filtered out of regular inbox views to reduce noise. To find them:
- Go to AI Agent → Pending in the left sidebar
- Or use the "All Conversations" view and filter by assignee
This is why tickets might seem to "disappear"—they're just in the AI agent's queue, not lost.
Can I disable AI drafts?
AI drafts (the suggested replies that appear when you open a ticket) are currently always enabled. We're working on a toggle to disable them. In the meantime:
- Press S to quickly dismiss a draft
- The draft won't be sent unless you click Send
How do I change the automated greeting message?
The greeting message customers see when they first message you can be customized:
- Go to Settings → Inboxes
- Select your inbox
- Find the Greeting message setting
- Edit or disable as needed
This is separate from the AI agent's responses—it's the initial auto-reply before any AI processing.
Does the AI agent work in languages other than English?
Yes! The AI agent can handle conversations in most major languages including German, Spanish, French, Portuguese, and more. Write your guidance rules in the same language your customers use, and the AI will respond accordingly.
Note: Our team can only help debug guidance written in English, so you'll be on your own for non-English troubleshooting.