Getting started

How to get started with Commslayer

10 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.) Gmail quick setup - Gmail quick setup - Instant connection, 1,500 emails/day limit

Last updated on Feb 04, 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 Feb 02, 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 Feb 04, 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 Feb 02, 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