Shopify Flow integration

Commslayer adds a Create a ticket action to Shopify Flow. Any workflow in Flow can use it to open a ticket in one of your Commslayer email inboxes, with the Shopify customer attached and your team ready to reply.

The most common use is sending Shopify Forms submissions to your helpdesk. You can also use it to flag orders, customers, or events that need a human to follow up.

Before you start#

• Commslayer app installed on the Shopify store running the workflow
• Shopify Flow app installed on the same store
• An email inbox in Commslayer. Tickets are created in an email inbox, and replies go out to the customer by email.

What the action does#

When the workflow runs, Commslayer:

1. Finds the Shopify customer from the workflow and matches them to a Commslayer contact by email. If no contact exists, one is created with their name and phone number from Shopify.
2. Opens a new ticket for that customer in the inbox you picked.
3. Adds the text from Initial note to the ticket as an internal note. Your customer doesn't see it.

The ticket starts as open, so it shows up in your queue like any other new conversation. When you reply, the customer gets an email from that inbox.

Action fields#

• Customer: The Shopify customer the ticket is about. The customer needs an email address in Shopify, or no ticket is created.
• Email inbox: The email address of the Commslayer inbox that should receive the ticket, for example support@yourstore.com. It must match the address of an email inbox in Commslayer exactly.
• Initial note: The details your team needs. Mix plain text with Flow variables like {{metaobject.firstName}}.
• Subject: Optional. Used as the email subject when you reply to the customer. Without it, the first reply goes out with a generic subject like "[#1234] New messages on this conversation", so we recommend always setting one.

Tip: To show an image inline in the ticket instead of as a link, wrap the image URL like this: ![image]({{metaobject.productImage.MediaImage.image.url}})

Setting it up#

1. In Shopify admin, open Flow and click Create workflow
2. Pick a trigger, for example Metaobject entry created for Shopify Forms
3. Add any conditions you need
4. Add an action and choose Commslayer Helpdesk & Chat → Create a ticket
5. Fill in the fields above
6. Turn on the workflow, then run a test (submit a test form, for example) and check that the ticket shows up in Commslayer

Example: Shopify Forms submissions#

Send warranty claims, wholesale requests, or any custom form straight to your inbox.

• Trigger: Metaobject entry created
• Action: Create a ticket
• Email inbox: support@yourstore.com
• Subject: {{metaobject.category}} request from {{metaobject.firstName}}
• Initial note:

Name: {{metaobject.firstName}}
Email: {{metaobject.email}}
Message: {{metaobject.message}}
Submitted: {{metaobject.formSubmittedAt}}

The variable names depend on the fields in your form. Flow lists the available ones when you click Add a variable.

Full walkthrough: Setting up a contact form →

Troubleshooting#

Workflow ran in Flow but no ticket appeared?

• Check that the Email inbox address matches an email inbox in Commslayer exactly
• Make sure the customer has an email address in Shopify
• Confirm the Commslayer app is still installed on the store running the workflow

Using several stores in one Commslayer account? The action first looks for an inbox connected to the store that ran the workflow. If none matches, it uses any inbox in your account with that email address.

Replies have a strange subject line? Add a Subject to the action. Tickets created before you added it keep the generic subject.