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