How to use Commslayer

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Spam Management in Commslayer

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.

Last updated on Sep 17, 2025

Assigning Tickets in Commslayer

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.

Last updated on Jan 13, 2026