Changelog

A year ago someone told us this was the only thing stopping them from migrating over:

it’s live today! I’m not even trying to say we were quick or anything with this one.

You can now edit and duplicate orders directly from the conversation sidebar.

Edit orders:

• Add or remove products

• Change quantities

• Add custom line items (name your own price)

• Add or update shipping lines

• Apply discounts to specific line items

• Update shipping address

• Edit notes and tags

Duplicate as draft order:

• Copies all line items and customer info

• Choose to copy shipping/billing address

• Apply a discount (fixed or percentage)

• Set shipping to free, same as original, custom, or let the customer choose

• Reserve inventory for 24 hours

Sidebar also now shows refund history more clearly:

-Karri/cofounder

Spam management is now live in your cheap helpdesk that rhymes with player:

• Mark contacts as spam or not spam

• Incoming spam is auto-detected and routed to a separate spam folder

• Spam conversations skip the AI agent and autolabels (no point wasting tokens on junk)

• Gmail inboxes sync your existing Gmail spam folder automatically

If your support team still wants to hear from that sales lady at Gorg*as, they can unblock he from the spam folder or under Settings > Blocklist.

AI agent can now talk to any external system during a conversation and let you finally build that overly complex n8n workflow you saw in your Linkedin feed 6 months ago. Works with Zapier webhooks, n8n workflows or any other API that accepts http requests.

• 📦 Create return labels in ShipStation and share the tracking link with the customer

• 📊 Log shipping issues to Google Sheets

• 🔔 Ping Slack when a VIP customer reaches out

• 🔄 Update order status in your 3PL

It reads the responses too. When the webhook returns data (a return label URL, a ticket number), the AI picks it up and uses it in the conversation.

Set one up in 10 minutes:

1. Go to AI agent → Actions → Custom actions

2. Create a new custom action

3. Take a screenshot of the screen and ask Claude / Chatgpt to help you

4. Test the request using the “Test” button that sends a test request to the endpoint

Pair it with a guidance rule to ensure the action triggers when you want it. The AI has its own will and right now it feels like you need to give it an extra kick to get it to run the action by mentioning it in your guidance.

We wrote a step-by-step for logging data to Google Sheets: https://app.commslayer.com/hc/help-center/articles/1769583884-log-ai-agent-data-to-google-sheets

And here’s a guide with examples for Zapier and n8n: https://app.commslayer.com/hc/help-center/articles/1768980277-custom-actions

Feel free to ask us if you are not sure if your use case can be done with this!

Your customers write in Spanish. Your agents speak English. Previously this meant Chrome
extensions, Google Translate tabs, or hiring multilingual staff.

Now Commslayer handles it.

Incoming messages get translated to your account language. Your replies get translated back
to theirs. The original text stays visible if you need it.

Enable auto-translate from the toggle in the conversation header:

Works across all channels other than social comments!

The feature requires the Plus plan.

Less guessing, more knowing. We've added reports, gap tracking, and order context so you can finally see what's going on under the hood.

AI Agent Reports

New AI Agent report: See how your AI agent is performing: involvement rate, resolution rate, handover rate, and which guidance topics are being used

Knowledge Gaps

New Knowledge Gaps report: See what questions your AI agent couldn't answer. Shows failed support search queries ranked by frequency so you know exactly what's missing from your knowledge base

You can find it under AI agent → Knowledge gaps

Shopify Order Timeline

View order timeline in sidebar: See all Shopify order events (fulfillment updates, staff comments, notes) without leaving Commslayer

Search & Navigation

Search UI v2: Redesigned search with two-row message previews so you can find the right conversation faster

Views modal v2: Rebuilt view editor with better filter controls

AI Agent Handover

Waiting / Assigned tabs: Handover view now separates conversations waiting for a human vs. already assigned

Status Rename: Snooze → Pending

"Snooze" is now "Pending": Clearer naming across the entire app

Agent reports

• Agent report drill-down: Click into “Resolved” column on any agent's metrics to see the individual tickets that contributed to their numbers

• Agents can view their own performance: Agents now have access to their own metrics in reports

Sneak peek: Coming next

• AI agent actions for subscriptions: Let AI handle cancel, delay, and reschedule requests for Recharge and Loop subscriptions

• AI custom actions: Connect your AI agent to any external system via webhooks. Check inventory in your 3PL, add loyalty points, create return labels — whatever your workflow needs

• API & webhooks: Create tickets programmatically, export data, and trigger external workflows

• Edit orders from sidebar: Change line items, quantities, and variants without leaving Commslayer

• Redesigned refund modal: Store credit option, shipping refunds, and cleaner UX

• Conversations report: Browse all conversations with metrics (FRT, handle time, CSAT) in one place

• Block & delete on Facebook/IG: Full moderation control for social comments

• AI usage alerts: Get notified when you're approaching your AI agent limit

NOTE: Existing paying customers will get to keep their current pricing. We are not Gorgias.

Time to squeeze the lemon a bit. I've promised to keep the app super cheap, but the AI features we want to build (translations, advanced actions, better drafts, improved social media comments) aren't viable at current pricing. At the same time, we want to hire more engineers to be able to take on our bold product vision instead of sticking with just helpdesk.

We can:
a) not build the sexy features everyone wants
b) ask a bit more and build the sexy features everyone wants

Option B was our choice.

No worries, we're not going full Gorgias here and no one is making bank with this app. There are no outside investors: we've personally put in enough to buy a nice house in Finland.

New pricing goes live December 7 with a 35% increase across all paid plans for NEW CUSTOMERS. If you're already on a paid plan, you keep your current pricing forever. Basic plan will go from $29 to $39.

If you're on the BETA plan (which ends December 31 either way) or the FREE plan and have been thinking about upgrading: do it before December 7 and lock in today's rate.

After that, you'll pay the new price if you need more than the FREE plan.

Q&A

I'm an existing paying customer, do I need to pay more?

No. You keep your current pricing

What happens to my BETA plan?

As communicated earlier, you will be migrated to the FREE plan December 31st.

But I just need the free plan!

You can keep it! No need to upgrade if you don't need more AI or features.

Not fair, this was supposed to be super cheap

$39 for full helpdesk with unlimited agents and messages doesn't sound that bad, right?

Best,

Karri / cofounder

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