Getting started

How to get started with Commslayer

15 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

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

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

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

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

Gmail quick setup

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.

Last updated on Feb 04, 2026

Gmail alias setup

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.

Last updated on Feb 02, 2026

Standard email setup for other providers

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

Add agents

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.

Last updated on Feb 02, 2026

Connect Instagram & Messenger

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.

Last updated on Feb 02, 2026

Frequently Asked Questions

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.

Last updated on Feb 16, 2026

Connect your email to Commslayer – GoDaddy

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

Connect your email to Commslayer – Namecheap

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

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

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