MCP sending, 2FA, and where we're headed

Hey, Karri here. A little update on how we’re doing right now + bunch of improvements (scroll down for those).

The app’s got real traction now. A lot of merchants found us through X and friend referrals, and we’ll soon launch a referral program so you can earn your fair share too.

The product’s now solid for most teams migrating off Gorgias/RP/Zendesk/Re, even if it’s not yet the ultimate slayer we want. We’ve got accounts where the AI agent handles 70%+ of tickets, and we’ve added 2 CSMs to help everyone get their setup dialed in.

A few of you (= exactly one guy) asked for our roadmap: expect a suite of post-purchase / CX tools. Native phone, returns/exchanges, chat sales agent, TikTok dm’s, tracking pages, customer portal and more. All the apps that support teams and your customers touch after the purchase.

Expect us to ship a lot more from here. I’d be disappointed if we stopped at the support inbox.

If**you want to help us out in this journey, I’m asking for one thing and one thing only:**help us cross 200 App Store reviews by leaving one here: https://apps.shopify.com/commslayer#modal-show=WriteReviewModal

Thank you so much 🙏

-Karri / cofounder

Send messages via the API & MCP

You can now send replies straight through our API and MCP, so Commslayer isn’t a closed box anymore. The MCP support means you can hook it straight into Claude, ChatGPT or whatever agent setup you run. Claude or whatever agent system you use can also check the order and subscriptions data, but can’t do order actions for now.

Note: sending over the API and MCP is only enabled on the new conversation-based plans

Two-factor authentication

The two-step verification screen, asking for the six-digit code from an authenticator app

A support inbox is a honey pot: order histories, customer emails, shipping addresses, etc. A leaked password shouldn’t be the only thing standing between all that and a North Korean hacker.

You can now enable two-factor auth in the Profile settings → Two-factor authentication

Ask your colleagues to also do it.

Hourly heatmap in Reports

A new conversation traffic report shows ticket volume by hour, with an average row and CSV export. Useful for staffing around your busy hours instead of guessing.

The conversation traffic report as a heatmap, averaging conversations by day and hour with an average row underneath

Other reporting updates:

**Filters:**Most reports have filters now
**Order data in the Conversations report:**Every row in the Conversations report now shows the linked Shopify order number and SKU. Makes it easier to analyze which product is driving your ticket volume

AI agent updates

The agent now recognizes an already-cancelled subscription instead of trying to cancel it again, and tells the customer when it was cancelled
Better at finding a customer’s subscription even when they write in from a different email
No more invented Shopify collection links. It now uses your store’s real collection URLs

Other

Automations can trigger on message content/body, not just the subject (email + IG DMs)
New setting to tag self-serve edited orders in Shopify (Settings → Order editing → Tag edited orders in Shopify)
Subscription variant (size/flavor) now shows in the sidebar

-Karri

ps. leave a review here → https://apps.shopify.com/commslayer#modal-show=WriteReviewModal