Migration to-do & checklist
Step 1: Install the app
Install Commslayer from the Shopify App Store: https://apps.shopify.com/commslayer
Step 2: Run the migration tool for Gorgias/Help Scout/Re:amaze/Zendesk
Create API keys in your old platform and run the migration tool under Settings → Account settings. The import won't
affect your current helpdesk operations.
- It usually takes between 1 hour to 1 day.
- This is a one-time import. If you want a fresh import later, you'll need to delete the old inbox and rerun it.
API key instructions for each platform:
- From Gorgias to Commslayer →
- From Re:amaze to Commslayer →
- From Help Scout to Commslayer →
⚠️ Important: The import inbox is read-only
The migration tool creates a separate inbox just for storing your conversation history. You cannot reply to tickets
through this inbox.
To handle new tickets and send responses, you need to set up a real email inbox in Step 6. Until that's done, you can
view imported conversations but not respond to them.
Step 3: Create a Meta inbox
Go to Settings → Inboxes → Add inbox → Meta
- Meta can stay connected to multiple apps at once.
- You'll get two inboxes:
- One for DMs (Facebook & Instagram)
- One for comments on ads and posts
(Optional: Enable AI social media moderation under AI Agent → Social Media Moderation.)
Step 4: Create a Help Center
Copy and paste your help articles into your new Commslayer Help Center. You can create a help center here:
Go to Help center → New article
Step 5: Set up automation rules
Add any missing automation rules manually. These don't get imported.
Go to Settings → Automations
Step 6: Connect Gmail or set up an email inbox
Follow this guide: Connect your email →
Important:
Don't leave Gmail connected to multiple helpdesks for too long. Google might throttle your ability to reply to tickets
via API.
Step 7: Review canned responses
Check that the variables work. You can see available variables by typing {{ inside the text editor.
Step 8: Invite your agents
Invite your team to Commslayer and make sure everyone sets up their email signatures. You can do it under Settings →
Agents
Step 9: Test your setup
Send a test message through every channel (email, chat, social media) to make sure everything works.
Step 10: Make the switch
This is the moment you flip from your old helpdesk to Commslayer. The cleanest way to handle it:
1. Keep replying from your old helpdesk while you finish setup
2. Re-run the migration to pick up the latest status changes (resolved tickets in the old tool come over as resolved)
3. Redirect your email to Commslayer
4. Disconnect your inbox from your old helpdesk
5. From this point on, handle all new tickets in Commslayer. New conversations only land here now. Don't keep checking
your old helpdesk for new ones.
6. Wrap up the leftover old tickets directly in your old helpdesk. No new tickets will arrive there since the redirect
is gone, but you can still reply to clear out the rest.
What about replies sent from the old helpdesk during the transition?
You don't lose them. Two things happen:
- Threading carries the conversation. Most helpdesks thread emails correctly. When your customer replies back, the
full conversation comes through and lands in Commslayer in the right thread.
- If your inbox is connected directly (not just redirect), it's even tighter. When Commslayer is connected to your
mailbox via API, every reply sent from the old tool through that same mailbox shows up automatically as a real
message, not just as quoted context.
Why you can't run both at once for new tickets
Email redirects usually only point to one destination at a time. Once you flip the redirect to Commslayer, new tickets
stop arriving in the old tool. That's fine. You can still reply to whatever's left.
Final checklist
- Helpdesk data has been migrated successfully
- All agents are invited
- Every agent has set up their signature
- All automations are in place
- All canned responses work and have correct variables
- Autoresponders are set up (if needed)
- Business hours are enabled (if needed)
- Test messages have been sent from every channel
If you've any questions or need help, send a message to karri@commslayer.com