Loop integration

Manage Loop subscriptions directly from Commslayer. Your team can handle subscription changes in the sidebar, and your AI agent can automate common requests.

Connecting Loop#

1. Go to Settings → Integrations → Loop
2. Get your API token from Loop: Settings → API Tokens, click Create Token
3. Enable all permissions for the token (required for subscription data to sync)
4. Paste the token in Commslayer and connect

You need the Administrator or Manager role to connect or disconnect Loop. Commslayer checks that the token comes from the Loop account of your connected Shopify store. If you see This token belongs to followed by another store's name, create the token in the Loop admin of the right store and paste that one.

Loop integration is included on all plans, including Free.

One Loop account can be connected per Commslayer account. If you run two stores that each have their own Loop account, connect the second store to its own Commslayer account. See How to add another Shopify store to your Commslayer account.

Managing subscriptions from the sidebar#

When viewing a conversation, expand the Subscriptions section in the sidebar to see the customer's Loop subscriptions.

Available actions:

• Resume: Restart a paused subscription
• Reactivate: Restart a cancelled subscription
• Pause: Pause an active subscription
• Skip: Skip the next order. Loop moves it one billing cycle later and shows you the new date
• Reschedule: Change the next order date
• Change frequency: Change how often the subscription is delivered. You can pick from the frequencies the subscription's plan offers in Loop. The next order date stays the same and pricing follows the new plan. Not available for prepaid subscriptions
• Cancel: Stop all future charges

Buttons only show when they apply. For example, Skip and Change frequency need an active subscription.

Administrators can always use these actions. Agents need Agent can refund and edit orders, which you can turn on in Settings → Agents.

AI subscription actions#

Let your AI agent handle subscription requests. Customers can cancel, restart, reschedule, skip an order or change how often they get deliveries through normal conversation.

Available actions:

• Cancel Loop subscription: Stops all future recurring charges. If the subscription is already cancelled, the AI tells the customer instead
• Reactivate Loop subscription: Restarts a cancelled or paused subscription
• Reschedule Loop subscription: Moves the next order to a future date the customer picks. If Loop lands it on a different day, the AI tells the customer the date it actually moved to
• Skip next Loop order: Skips the next order. Loop moves it one billing cycle later, so the customer doesn't need to pick a date
• Change Loop subscription frequency: Changes how often the subscription is delivered, for example from every month to every 2 months

These actions are off by default. When Loop is connected, the AI can also look up the customer's subscriptions to answer questions about them. That part is always on.

Enable AI actions#

1. Go to AI agent → Actions
2. Scroll to the Loop section
3. Toggle on the actions you want the AI to handle
4. Add custom conditions if needed (optional)

Changes apply immediately.

Disconnecting Loop? All Loop actions switch off when you disconnect. If you reconnect, turn the ones you use back on in AI agent → Actions.

Offer a discount before cancelling#

You can have the AI try to keep the customer before it cancels.

1. Go to AI agent → Actions and open Cancel Loop subscription
2. Turn on Offer discount before cancelling
3. Set the first offer as a percentage off
4. Click Add a second offer if you want a backup (optional)
5. Set Upcoming orders to how many orders each offer covers (1 to 12)

When a customer asks to cancel, the AI makes the offers one at a time. If the customer accepts, the AI applies that discount and keeps the subscription. If they decline every offer, the AI cancels as normal. The AI only uses the amounts you set.

How skipping and frequency changes work#

• Both only work on active subscriptions
• Skip: the AI skips one order at a time and tells the customer their new next order date
• Skip: if Loop doesn't confirm a skip, the AI never tries again, because that could skip a second order. It hands the conversation to your team so you can check the subscription in Loop first
• Frequency: the AI can only offer frequencies the subscription's plan already has in Loop. If the customer asks for one that isn't offered, the AI lists the ones that are. To offer more options, add them to the plan in Loop
• Frequency: the next order date stays the same and pricing follows the new plan
• Frequency: prepaid subscriptions can't be changed by the AI. It hands these to your team, and does the same if Loop doesn't confirm the change

Customer verification#

The AI checks that the customer owns the subscription before it changes anything.

• Email inbox: verified automatically when the sender's email is a customer in Loop
• WhatsApp: verified automatically when the number they write from is on their Shopify customer profile and that profile's email matches their subscription
• Other channels, or if the above doesn't match: the AI asks for the email the subscription is under and the shipping ZIP code

If the AI can't find a subscription for an email, it asks the customer once which email their subscription is under. If the ZIP code doesn't match, it asks them to check it once. It only hands the conversation to your team if the second try fails too. It never shares the ZIP code on file.

Custom conditions#

Add rules to control when actions can run. Go to AI agent → Actions, click an action, and add conditions.

Examples:

• "Only allow cancellation after the first order has shipped"
• "Do not reactivate subscriptions cancelled more than 90 days ago"
• "Only reschedule to dates within the next 30 days"

What the AI says to customers#

The AI never mentions "Loop" to customers. It says "your subscription" since customers don't know about backend platforms.

Troubleshooting#

Can't connect Loop?

• Ask an Administrator or Manager to connect it. Agents can't.
• Seeing This token belongs to another store? The token is from another store's Loop account. Use the token from your connected store's Loop admin.

Subscriptions not showing in sidebar?

• Verify the customer email matches what's in Loop
• Check that the integration is connected in Settings → Integrations

AI actions not appearing?

• Check that Loop is connected in Settings → Integrations
• Disconnecting Loop switches all Loop actions off. After you reconnect, turn them back on in AI agent → Actions
• Only Administrators can see and configure actions

Customer verification keeps failing?

• The email must match exactly what's stored in Loop
• The ZIP code must match the shipping address on file

Cancel or reschedule failed?

• The subscription must be active
• Reschedule date must be in the future

Skip or frequency change failed?

• The subscription must be active
• Prepaid subscriptions can't change frequency here
• If you see "No other frequencies", add more frequencies to the subscription's plan in Loop
• If you see "Loop didn't confirm the skip", check the subscription in Loop before trying again so you don't skip two orders

Reactivation failed?

• The subscription might already be active
• Some subscription types can't be reactivated