Here's what we fixed:

AI drafts are now responding to the latest message

A small annoying bug was left there: in conversations with multiple messages, 4 out of 5 times the draft was often written for the first message and not as a response to the last messages.

Now fixed! Thanks for everyone who reported this ❤️

New tickets no longer show as "Read" automatically

Other embarassing bug. New conversations were often not shown as read, despite nobody clicked on them.

Fixed.

Dropdown arrow key navigation and search

Tried assigning conversations from the sidebar or reply box? You couldn't navigate the dropdown with arrow keys ⬆️⬇️. Same thing when searching for agents.

Fixed.

Chat: Removed "Support agent ended the chat" notification

Agents like to resolve chat after each reply. But it always triggered a notification on the chat widget to the customer saying “The support agent ended the chat” (which made the customer mad).

Removed. Sorry this took so long.

Chat shows online when AI agent is enabled

Chat widget was showing We are away even with AI agent enabled. Now if AI agent is on, chat says We are online. If all agents are offline, AI agent collects the customer's email before handing over.

Also updated chat icons to always use the AI agent's icon.

Note: We're working on better styling and more features for the chat widget. Stay tuned.

Item totals on refund modal now account for discounts

Line item totals on the refund modal didn't match Shopify because they ignored discounts. The total available for refund was correct, but the breakdown was off.

Fixed.

A huge list of new features and fixes in Commslayer. Here are the highlights:

TikTok comments moderation

We now integrate with TikTok for comments management and AI auto-moderation. Give it a try and let us know if you have any feedback!

AI agent reasoning & activity logs

See why your AI agent did what it did. No more black box. Check the activity notifications to understand why it offered to cancel that order (or why it shouldn't have)

New testing state for guidance

Stop YOLOing guidance changes to production. Put new guidance in "Testing" state to try it in playground first.

Improved tone

AI agent is way more conversational and way less apologetic now

Note: This only affects the AI agent. Drafts use totally different architecture and are still kinda stupid (we're fixing them next)

Better knowledge search

Agent searches more effectively through your support knowledge, AI training responses, help docs and Shopify pages when looking for policy info

New actions: create order & update marketing consent

AI agent can now:

1. Create draft orders and send payment links

2. Update marketing consents in Shopify (goodbye "remove me from your list" requests)

We're still improving how the agent sells, working toward making it proactively create orders when customers text it

Product recommendations from Shopify

Agent is now pulling product recommendations from Shopify when customer has a reference product or is looking at item in chat. This includes both similar and complementary items.

Exclude products from AI recommendations

Add the tag commslayer-exclude to any Shopify product to hide it from the AI agent!

Bug fixes:

• No more placeholder names in drafts

• Fixed annoying 56y timestamp flashing on conversation list

• Gazillion other minor fixes

What we're working on:

• Continue improving how AI agent sells and how to trigger customers to chat (more soon)

• Major chat widget improvements

• Fix Whatsapp to actually work

• Figuring out why the app is slow in Philippines sometimes

• Refactoring autolabels and labels to just be labels

Here are the bug fixes we shipped last week (there was a lot more but these are the things worth mentioning):

• Disabled the weird FB comment mentions that weren’t even mentions: these were coming from Zuck’s API. When you reply to a comment, it won’t now add that weird text mention before the reply.

• AI agent on chat sent unnatural responses and mid-convo greetings: from time to time agent was adding weird greetings as it was stitching together messages. We put it on Performance improvement plan and now it’s behaving like it should

• Signatures on Messenger replies were wonky: fixed

• Translations sidebar UI formatting was not great: now you can actually read the text

• Merge improvements (ordering, attachments)

• All the helpdesk importers were broken after our perf improvements, should work now

• Images were not displaying properly on Meta comments if there was no text, now they do

Bugs and improvements we are working on:

• Reports overhaul is still in progress

• Meta is still causing trouble

• AI agent needs more actions (unsubscribe from marketing, create draft order & send link, list goes on)

But what about actual new features?

Here’s what we are pushing forward:

1. Make the AI agent better at selling. Better product recommendations, proactive triggers on chat to engage visitors and much more.

2. Make the process of updating guidance and testing the guidance less painful. Enabling the AI agent takes a lot of testing and most folks want to talk to us before doing so.

ps. I never ever do podcasts or events.

But when the no. 1 app in the Shopify app store asks, YOU DO IT.

I'll be talking about how to turn the one-time buyers you'll acquire during BFCM into repeat customers (and not kill them with simple CX mistakes) at Judge.me's Growth Unlocked Summit.

You can register to the online event here: https://events.zoom.us/ev/AjmmDutrXPVDktRaAWr4LhyFq0htaQnrkmoPiRf7pgwGBEjYuy6v~Ajr3TgsFQzc2_xCSZt0W3KsP56uHZizDnWpSQK9Nrfm3b8eZrjEJEDOKvcPvvsCTCVbzPD0ueI3XvJYZqFh9uKPWLw

We had a slower week last week, but managed to ship bunch of smaller improvements to the AI agent and to the UI:

AI agent

Better tracking information: Agent now accurately reads tracking pages instead of guessing shipping dates. Let us know if you spot any issues!

New knowledge

• Payment methods & transaction data is now available to agent

• Product page content now accessible (not just descriptions)

• Draft help articles are included

Fixed DM message failures: AI agent’s long messages in DMs were failing to send. Added character limits to prevent this.

Resolved placeholder name issues: Agent consistently uses correct customer names now.

Interface updates

• Conversation list loads automatically as you scroll

• Your tab selection (Mine/Unassigned/All) stays active after browser refresh

• Contact search in playground only shows named contacts

• Sidebar now links directly to Judge.me reviews

Core helpdesk

Canned responses on new conversations: Customer variables now work correctly in new conversations

Email forwarding bug resolved: Fixed duplicate emails caused by both customer and forwarding addresses appearing in To field

Great news! You can now connect Judge.me, the popular $15/month review app, directly to Commslayer.

What's new:

• Manage all your product reviews from a separate reviews inbox

• Reply to reviews publicly or privately without switching tabs

• Choose which reviews to publish or hide

• See customer reviews instantly in the ticket sidebar for better context

The inbox integration is in beta but already working smoothly. You'll love having everything in one place - no more jumping between platforms to manage reviews and support tickets.

Ready to try it? Connect your Judge.me account in Settings → Inboxes (not integrations!) and let us know what you think!

New reports

We previously built Lifetimely, one of the biggest analytics apps for Shopify. So naturally we tried to put zero effort into Commslayer's reporting. But after getting yelled at by enough CX managers, fine, here you go.

The new reports have actual metrics now. Resolved tickets, response times, CSAT scores. Still not perfect, but leagues better than the garbage we had before.

Report numbers are clickable now. See the actual tickets behind each metric:

AI agent got smarter

• We fixed the intent/guidance detection that was totally working fine before. Spoiler: it wasn't.

• BIG: The AI agent now browses tracking links automatically! Won't just rely on Shopify's "in transit" state but it will also see what's on the actual tracking page. Yes, this should've been there from day one.

• BIG: the agent can now validate discount codes. No more generic "check the spelling" responses when customers say their code isn't working. The agent actually checks if the code exists, if it's expired, usage limits, minimum purchase requirements, everything

• Your logged-in Shopify customers get recognized in chat now

• The agent is more relaxed about order verification for tracking requests on email if request comes from the email address associated an order

• Added guidance metrics so you can see what's matching

• Multi-language support is better too: your French customers can complain properly

Manager role

New user role: Manager. Has access to everything except adding/removing team members. For when you want someone to configure AI but don't trust them with the nuclear codes.

And bunch of small fixes like….

…customer orders on the sidebar now show newest first.