Phase 1 · Setup
Step 1: Install the app
Install Commslayer from the Shopify App Store: https://apps.shopify.com/commslayer
Step 2: Run the migration tool
Create API keys in your old platform and run the migration tool under Settings → Account settings. The import won't affect your current helpdesk operations.
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It usually takes between 1 hour to 1 day.
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This is a one-time import. If you want a fresh import later, you'll need to delete the old inbox and rerun it.
API key instructions for each platform:
⚠️ Important: The import inbox is read-only
The migration tool creates a separate inbox just for storing your conversation history. You cannot reply to tickets through this inbox.
To handle new tickets and send responses, you need to set up a real email inbox in Step 3. Until that's done, you can view imported conversations but not respond to them.
Step 3: Connect your email inboxes
Once the importer is running, the next thing to do is set up your email inboxes and DNS records, but don't forward your emails yet. This lets you test sending without affecting your current operations.
We recommend using the Standard option when creating your email inboxes.
Step 4: Send a test email
Once your inboxes are set up (without forwarding), send a test email from Commslayer to your personal email address and check that the sender name looks correct.
Step 5: Add Meta
Go to Settings → Inboxes → Add inbox → Meta
Follow our step by step guide here →
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Meta can stay connected to multiple apps at once
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You'll get two inboxes: one for DMs (Facebook & Instagram), one for comments on ads and posts
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We provide autohiding for negative comments — enable it under AI Agent → Social Media Moderation if you're interested.
Step 6: Add WhatsApp (optional)
Go to Settings → Inboxes → Add inbox → WhatsApp
Step 7: Invite your team
Add the team members who will be working in Commslayer. Go to Settings → Agents. Make sure everyone sets up their email signature once they're in.
Step 8: Connect MCP
Go to Settings → AI assistants
Follow our step by step guide here →
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Once connected, test it by using one of our example prompts
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When your data has fully synced from your previous platform, you can run an analysis on identifying most common tickets, automation opportunities, and more
Step 9: Rebuild your automations
Once your inboxes are ready, set up any automations you had in your other software (e.g. keyword is X, assign Y). These don't get imported, so add them manually.
Go to Settings → Automations
Read our guide here →
The easiest way to set them up is with the MCP using Claude: just take screenshots of your automations in your old software and ask Claude to recreate them in Commslayer.
Step 10: Configure live chat
Go to Settings → Inboxes → Add inbox → Live chat
Note: You don't have to activate the live chat widget on Shopify until you're ready to go live. Set it up now so it's ready when you make the switch. Just head into your Shopify theme and turn on the Commslayer widget when you're ready
Step 11: Copy over your help center articles
See guide to setting up help center →
Copy and paste or have Claude recreate your help articles into your new Commslayer Help Center. You can create a help center here:
Go to Help center → New article
Phase 2 · Prepare
Step 12: Verify sync is finished
Check that your conversation history has fully synced over. It usually takes between 1 hour to 1 day. You can view your imported conversations in the import inbox. Once they're there, you're ready to move on.
Step 13: Review canned responses
Check that the variables work. You can see available variables by typing inside the text editor.
Step 14: Set up and test your AI agent
Go to Tools → AI agent. Set up your agent's profile, enable drafts, create guidances for common ticket types, and test it in the playground. When you're happy with how it responds, add it to your inboxes and turn it on.
See our full guide for configuring your AI agent here →
Phase 3 · Go live
Step 15: Set up a contact form
Follow the guide here: Set up a contact form →
Step 16: Activate email forwarding
Now that you've tested everything, redirect your email to Commslayer by updating your MX records or forwarding.
⚠️ Important: If you're using Gmail, don't connect it to Commslayer AND your old helpdesk at the same time. Gmail has sending throttles that can cause issues. If you need to run both temporarily, use a different email address or set up email forwarding instead.
Step 17: Test your setup
Send a test message through every channel (email, chat, social media) to make sure everything works.
Step 18: Make the switch
This is the moment you flip from your old helpdesk to Commslayer. The cleanest way to handle it:
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Keep replying to old tickets in your previous helpdesk until you're ready to fully switch
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Re-run the migration tool one final time to pull in any remaining conversations
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Disconnect your email from your old helpdesk
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Handle all new incoming tickets in Commslayer
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Wrap up any remaining open tickets in your old helpdesk
What about replies sent from the old helpdesk during the transition?
Replies sent from your old helpdesk will still reach your customers. Here's what happens to them in Commslayer:
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If the conversation's email threading carries it back to Commslayer, you'll see it in the inbox
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If your email inbox is directly connected, the reply may appear in your old helpdesk but Commslayer will pick up the thread automatically
Why you can't run both at once for new tickets
If you try to run both helpdesks simultaneously for new tickets, you'll end up with duplicated replies and confused customers. Each helpdesk will think it's the primary handler. It's best to make a clean cut: pick a moment and switch everything over at once.
Final checklist
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Helpdesk data migrated successfully
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All agents are invited
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Every agent set up their signature
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All automations are in place
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All canned responses work and have correct variables
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Autoresponders are set up (if needed)
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Business hours are enabled (if needed)
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Test messages have been sent from every channel
If you've any questions or need help, send a message to karri@commslayer.com