Follow these steps to get Commslayer ready to start tackling tickets.
1. Install the app
- Head to the Shopify App Store
- Click install
- Create your account and sign in
2. Moving from another platform?
If you're switching from Gorgias, Zendesk, Help Scout, Re:amaze, Richpanel, Freshdesk, Front, Kustomer or Intercom, start the import now so it runs in the background while you do everything else. Other helpdesks have no importer.
3. Add your inboxes
Set up your inboxes now and only turn on email forwarding when you're ready to field tickets in Commslayer.
- Email: Connect your email →
- Live chat: Add the chat widget to your store →
- Meta (Facebook and Instagram): Connect Instagram & Messenger →
- WhatsApp: Connect WhatsApp →
- Voice: Set up Voice integration →
4. Invite your team
Add the people who'll be handling support. Go to Settings → Agents → Add agent.
- Agent: views and replies to conversations in the inboxes they were added to. The standard support rep role.
- Manager: everything an Agent can do, plus labels, automations, inboxes, teams, all reports, the AI agent's guidance and knowledge, account settings and the subscription. Good for team leads.
- Administrator: everything a Manager can do, plus adding and removing team members and the AI agent's Settings and Actions. Sees every inbox. Usually the account owner.
5. Connect the MCP
Connect Claude or ChatGPT to Commslayer. Use it to help put your account together, pull reports, write guidances, close knowledge gaps. Go to Settings → AI assistants.
Connect Claude and ChatGPT via MCP →
6. Labels
Labels help organize your tickets and give you at-a-glance information. Turn on auto-labels to have the AI apply them automatically and run quick actions.
7. Contact reasons
Contact reasons provide in-depth insight into what's driving volume and trends across your tickets.
8. Canned responses
Save replies to common questions and trigger them by typing /. They also help train your AI agent.
9. Automations
Route, label, assign and resolve tickets automatically based on conditions you set.
10. Customer portal
Create your customer portal and add your help articles and FAQ.
Setting up your Customer Portal →
11. AI agent
Set up your AI agent. Give it a persona, check that Auto-generate drafts is on under AI agent → Drafts, and start configuring your guidances and knowledge.
Introduction to the AI agent →
12. Flip the switch
Configure your contact form, email forwarding and chat widget, then switch them live when you're ready to take tickets.
Flipping the switch to Commslayer →
Also worth setting up
- Your signature: save it under Profile settings → Message signature, then click Signature in the reply box once to turn it on. Set up your signature →
- Your sender name: choose whether customers see "Agent from Store" or the store name only. Change the sender name →
- The shortcuts — Tips and tricks you didn't know about →
The Getting started page
Administrators of a new account land on a Getting started checklist each time they open Commslayer. Agents and managers don't see this checklist.
- It stays until every task is done. It does not go away after a number of days. For a task you don't need, open it and click Mark as done.
- The rest of Commslayer is in the sidebar while the checklist is open.
- The "Import from" banner is not a task. Click the helpdesk name to pick a different one. Skip for now hides the banner until you reload the page. The banner goes away for good once an import has finished or the checklist is complete.
Questions? Contact support from the chat inside the app. It's the chat bubble in the bottom right corner.