Changelog

Contact reasons

A new field where AI fills in why each customer contacted you with its own reports.

Yes yes, we already have autolabels. But many teams were doing this manually and asking for a proper field, so here it is. Autolabels still work fine if you'd rather use those.

Reasons nest under top-level categories and the AI suggests new ones based on what's coming in. There’s also neat reporting available:

Go set it up at Settings → Contact reasons (Only available on Plus 💰 )

Appstle Subscriptions integration

If you run subscriptions through Appstle, customer subscription data now shows up in the conversation panel. Same flow as Recharge, Skio, and Loop. The AI agent can also cancel, pause, reschedule, and skip the next order on a subscription.

Connect Appstle in Settings → Integrations

Setup AI agent actions in AI agent → Actions

Richpanel & Freshdesk importers

Richpanel importer is now live alongside Freshdesk importer. If you know any friends who’ve been waiting for these, let them know!

-Karri / cofounder

We’re experimenting with new UI, starting with new sidebar and header. I’m sorry that we are breaking your muscle memory but we believe it is a change to better (the road to hell is paved with good intentions….). But yes, it is annoying that you’ll need to learn new places to click on.

Cleaner layout and the top of the sidebar now has four clickable stat cards that surface what you need before replying:

• Total spent. Click to see orders.

• Conversations. Click to see the customer's conversation history.

• Unfulfilled orders. Click to see what's still open.

• Open tickets. Click to see what's unresolved.

Other changes:

• A side panel on the side of the side panel (lol) for quickly opening things like subscriptions without leaving the conversation. Its icons show a red counter when there's something open (open tickets, open convos), grey when there isn't.

• Direct links to related records instead of hunting through panels

• Copy conversation URL or ID from the header

• Spam banner when you're looking at a blocked contact (some users are having issues with many contacts going to spam, fix coming)

• Bulk conversation actions are now available on the sidebar:

  
  

  

  
  

Other small updates

• API: look up conversations by display ID. id_type=display_id now works on GET/PATCH /conversations/:id. Webhook payloads include both id and display_id.

• API: new conversation filters and fields. Filter by contact_id or spam. source_id now exposed on messages (useful for Aircall call ID matching).

• CSV export for canned responses (not sure why agents keep asking for this but it’s there now)

• Email subject line in search results. You can now tell two "Re: order update" threads apart.

Let us know what you think about the sidebar or if you have improvement ideas for it. I read all of our tickets even if you might not get the reply from me. Our frontend wizard will spend a day or two improving it until we move to next features.

-Karri / cofounder

A top complaint for a long time has been that the AI drafts are not as good as the AI agent and don't follow the guidance. We've then mumbled something about the drafts being a separate "stupid" system from the AI agent, followed up with long architectural descriptions and ensured that the other side left the conversation even more confused.

Our CTO rebuilt the drafts and the editor to use the same system the AI agent uses. We call these "v2 drafts." If you signed up in the last ~3 weeks, you were likely already on the new drafts. Congrats on never having to experience the old ones.

What you need to know:

1. To generate a draft, hit Cmd + J (if you don't have autogeneration enabled).

2. Killer feature: type a short prompt into the text editor (e.g. "we won't refund", "ask to send pictures"), hit Cmd + J, and the agent writes a full reply based on your prompt

Here’s the result (you’ll get the idea):

3. Want to edit the draft? Type further edits into the modifications field

4. There are controls for the amount of "thinking" used for pre-generated drafts. If you generate a draft on the fly, you can control it from the dropdown:

5. You can now enable and disable draft autogeneration in AI Agent -> Drafts. Please also check your tone setting, it’s a separate setting from the one used for the AI agent:

Google Sheets/Docs sync to knowledge

You can now link files from your Google account to the AI agent's knowledge. We update the info once per day.

Useful for things like shipping data spreadsheets and SOPs.

Set it up in AI Agent -> Knowledge -> Files

-Karri / cofounder

Last time we launched order editing on checkout thank you page and on chat: now editing widget is also available on customer account’s order status page. It’s a no brainer and reduces the number of tickets you’ll get.

Less tickets for the AI (and less $$$ for us) but someone had to do it, so better be us.

Go add it to your theme’s customer accounts in settings -> order editing.

There's also now inventory control available: order editing checks stock levels before letting customers make changes. You pick whether to check at the order's fulfillment location or across all locations.

Autolabels are now just labels

Agents were not previously able to remove labels from a convo which caused all kinds of nastiness. Fixing all this was a nasty process but it is now done: when creating a new label, you select if you want ai to automatically apply it

Still don’t understand why we decided to do two separate set of labels instead. Please shout at us when we release stupid slop like this again.

-Karri / cofounder

Customers can now self-serve edit orders on chat and the checkout thank you page.

The old "Track order" section in the chat widget is replaced with the new order editing view. Tracking is still there, but customers can now also act on their orders.

On checkout:

And on chat:

You can enable self-service order editing in Settings > Order Editing. Set when orders can be edited based on a time window or fulfillment status, and block orders from being edited using order tags.

What customers can edit:

• Shipping address

• Item quantities

• Variant swaps (size, color)

• Discount codes

• Cancel the order

-Karri / cofounder

ps. a collision alert when another agent is viewing a ticket is coming soon

We have an API. A bunch of you asked for access to your data for your reporting projects, so here it is. Some of you have already been building production apps on top of it.

What's included:

• Integration tokens with scoped permissions

• Webhooks for real-time event notifications

• Read access to conversations, contacts, messages, and more

• Full API documentation

• You can get the API token from Settings -> Integration tokens

Available on Plus plans.

You can find the API docs here: https://app.commslayer.com/api/integration/v1/docs#description/introduction

- Karri / cofounder

Two (and a quarter) update-worthy new Commslayer features this week:

FEATURE 1

You can now upload pdf, docx, csv and txt files to your AI agent's knowledge base:

Google Sheets integration might come later.

FEATURE 2

Our reporting still sucks. Maybe because we are traumatized by our past, our previous company being one of the largest analytics apps in Shopify. But we’ll get there.

New conversations report makes quality review for all you micromanagers easy. Click any ticket with bad metrics or low CSAT, review the content, copy the link and send the usual cryptic "???" to the assigned support rep to make their day.

Find it under Reports -> Conversations.

FEATURE 3

Button to copy a clean conversation link without view IDs and other URL clutter. I was cleaning up URLs I copy pasted to Slack every day so this had to be done. Small thing but saves a coffee break's worth of time every day.

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!