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Getting started

How to get started with Commslayer
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Setting Up Commslayer

Hey there! Ready to get your Commslayer helpdesk up and running? Let's break it down into simple steps. Table of contents: 1. Install app in Shopify Appstore 2. Migrate data from Gorgias 3. Setup your email 4. Connect Instagram DM's & Meta Messenger 5. Make your messages look good 6. Quick responses at your fingertips 1. Install the app in Shopify Appstore First things first: - Head over to the Shopify App Store: https://apps.shopify.com/commslayer - Click that install button - Create your account and sign in Boom! You're in. 2. Moving from Gorgias or Re:amaze If you're switching from Gorgias or Re:amaze, we've got your back: - How to migrate your data from Gorgias - How to migrate your data from Re:amaze 3. Set up your Email - If you use Google Workspace for your support inbox, follow these instructions. - If you want to set up Gmail Alias, follow this article. - If you use any other provider, check our article for DNS setup. Connect Gmail 1. Navigate to Settings → Inboxes 2. Select Email and then Gmail 3. Go through the Gmail authentication flow. Congrats, your email inbox is now set up! We'll grab your last 3 months of emails. Sync will take 10-30 minutes. Pro tip: Send yourself a test email to make sure it's working! 4. Connect Instagram DM's & Meta Messenger Want to handle FB/IG dm's and post comments? Here's how: - Head to Settings → Inboxes → Meta - Authenticate with Meta and approve all the scopes Commslayer asks for. Note: Ensure your Instagram is linked to your Meta Business Manager. 5. Make Your Messages Look Good Let's set up your message signature: - Go to Profile settings → Personal message signature - Add your profile picture (not required) - Customize your signature 6. Quick Responses at Your Fingertips Save time with response templates: - Find Settings → Canned responses - Set up templates for common questions - Use them by typing "/" in a conversation Cool trick: Add personalized info like order numbers or tracking URLs using "{{" in your templates. And that's it! You're all set to rock your customer service with Commslayer. Questions? Ping us at karri@commslayer.com

Last updated on Nov 05, 2024

DNS setup for connecting email

This guide will walk you through the process of setting up your DNS records and email forwarding to connect your existing support inbox to Commslayer. Follow this guide if you are trying to connect a non-Google Workspace inbox, Gmail Alias, or Outlook. Step 1: Access Inboxes Settings 1. Log in to your Commslayer account. 2. Navigate to the "Settings" section in the main menu. 3. Under Settings, find and click on "Inboxes". 4. Step 2: Choose Your Email Provider Select your email provider: 1. If you use Google Workspace, select the "Gmail" option and follow this guide. 2. For all other email providers, select "Other providers". Step 3: Create Inbox 1. Select your shop from the dropdown 2. Provide your support email address. This must be a paid email address. 3. Give your inbox a name (e.g., "Support email"). 4. Click "Create Inbox". Step 4: Email Confirmation 1. On the "Authenticate your address" screen, click "Select" under the "Advanced" option. 2. You'll be presented with DNS records that need to be added to your domain. 3. Commslayer will send a confirmation email to your support email address. 4. Check your email for a message from "Postmark Support". 5. Confirm the email as instructed. Step 5: Add DNS Records You need to add two types of DNS records to your domain: 1. DKIM (DomainKeys Identified Mail) Record: - Type: TXT - Hostname: The provided hostname (e.g., "20240418064219pm._domainkey") - Value: The provided long string 2. Return-Path Record: - Type: CNAME - Hostname: The provided hostname (e.g., "pm-bounces") - Value: The provided value (e.g., "pm.mtasv.net") To add these records: 1. Log in to your domain registrar or DNS provider's website. 2. Navigate to the DNS management section. 3. Add the DKIM record as a TXT record. 4. Add the Return-Path record as a CNAME record. 5. Save your changes. Step 6: Verify DNS Records 1. After adding the DNS records, return to the Commslayer interface. 2. Click the "Verify" button. 3. Commslayer will check if the DNS records have been set up correctly. Note: DNS changes can take up to 48 hours to fully propagate but usually take only 1-2 minutes. If verification fails initially, wait and try again later. Step 7: Set Up Email Forwarding NOTE: If you are setting up a Gmail Alias, please ignore the rest of this article and [follow this guide](If you want to setup Gmail Alias, follow this article.). This step is crucial for ensuring that all your support emails reach Commslayer: 1. Log in to your current email provider's settings. 2. Locate the email forwarding or rules section. 3. Set up a forwarding rule to send all incoming emails to the Commslayer-provided email address. 4. Save your changes and test the forwarding to ensure it's working correctly. Note: The exact steps for setting up email forwarding may vary depending on your email provider. If you need assistance, consult your email provider's documentation or support. Final Step Once all steps are completed, including email forwarding, you'll see a "Voila!" message in Commslayer, indicating that your setup is complete. If you encounter any issues during this process or have any questions, please don't hesitate to contact our support team at karri@commslayer.com. We're here to help ensure your Commslayer setup is successful.

Last updated on Nov 05, 2024

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 an inbox OR create a team and assign inboxes to that team. How to add new views Adding a new view is easy, but saving it isn't as intuitive. How to mention other people on private notes Just '@' them!

Last updated on Oct 17, 2024

How to set up a Gmail Alias

Here's how to set up a Gmail alias on Commslayer! 1. Set up DNS for email connection Begin by configuring your DNS to link your email with Commslayer. Follow the steps in this guide to complete your DNS setup: DNS setup for connecting email. 2. Set up Gmail forwarding After completing the DNS configuration, follow these steps to forward emails from your Gmail alias to Commslayer. Access Gmail Settings: Log in to your Gmail account, then click on the Settings gear icon in the upper right corner. Select See all settings. Add Forwarding Address: Go to the Forwarding and POP/IMAP tab, then click Add a forwarding address. In the prompt that appears, enter the forwarding address you got from the DNS setup and click Next. Confirm Forwarding: After clicking Next, select Proceed to confirm. Google will then send a verification prompt to your device OR an email to your Commslayer inbox. Locate the verification prompt / email from Google, and follow the provided link or enter the code to complete verification. Disable Forwarding Note: Ensure that you disable forwarding in the Forwarding tab (the actual forwarding will happen in the filtering step below). Select the option to disable automatic forwarding. 3. Set Up Filters for Alias To forward only emails sent to a specific alias to your Commslayer inbox, set up a filter: - In Gmail, go to Settings > Filters and Blocked Addresses. - Click Create a new filter at the bottom of the page. - In the To field, enter your alias email address - Click Create filter, select Forward it to and choose your CommsLayer address from the list. - Click Create filter again to save. With these steps, emails sent to your Gmail alias will forward to Commslayer via the filter, keeping your inbox organized and forwarding only the relevant messages.

Last updated on Nov 05, 2024