Kaching integration

Manage Kaching Subscriptions directly from Commslayer. Your team can pause, resume, discount and cancel subscriptions from the sidebar, and your AI agent can handle the same requests in conversation.

Connecting Kaching

  1. In the Kaching Subscriptions app, create an API key. Enable all permissions for the key
  2. In Commslayer, go to Settings → Integrations → Kaching
  3. Pick the Shopify store the key belongs to
  4. Paste the API key and click Connect

The API key must belong to the same store you pick. If it belongs to a different store, Commslayer won't connect it.

Only Administrators and Managers can connect or disconnect Kaching.

Managing subscriptions from the sidebar

Open a conversation and expand Subscriptions in the sidebar. Commslayer finds the customer's Kaching subscriptions using the contact's email.

For each subscription you can see:

  • Status: active, paused, cancelled and so on
  • Products: each product with variant, quantity and price, plus the total
  • Billing frequency and the next charge date
  • Shopify link: opens the subscription in your Shopify admin

Available actions:

  • Pause: stops an active subscription until someone resumes it. There's no end date
  • Resume: restarts a paused subscription
  • Discount: applies a percentage discount to an active subscription. You choose the percentage (1 to 100) and how many upcoming orders it covers (1 to 12, default 1)
  • Cancel: stops all future charges on an active or paused subscription. You can add a reason, which is saved as a private note on the conversation

Administrators can always make changes. Other agents need Agent can refund and edit orders turned on in Settings → Agents.

Cancelling can't be undone. A cancelled Kaching subscription can't be resumed or reactivated.

Discounts can't be undone either. Commslayer can't remove or change a discount once it's applied, and applying a second one adds to the first. To take a discount off, edit the subscription in Kaching. If Kaching doesn't confirm a discount, Commslayer warns you. Check the subscription in Kaching before you try again.

AI subscription actions

Let your AI agent handle subscription requests. Customers can pause, resume or cancel through normal conversation.

Available actions:

  • Pause Kaching subscription: pauses an active subscription until it's resumed
  • Resume Kaching subscription: restarts a paused subscription
  • Cancel Kaching subscription: stops all future charges

These actions are off by default.

Enable AI actions

  1. Go to AI agent → Actions
  2. Find the Kaching actions in the list
  3. Toggle on the actions you want the AI to handle
  4. Turn on Ask a human before running if you want to approve each change (optional)
  5. Add custom conditions if needed (optional)

Changes apply right away.

How cancelling works

  • The AI shows the customer their subscriptions and asks which one they mean
  • It asks for a reason and saves it as a private note on the conversation
  • It warns the customer that cancelling is permanent and waits for them to confirm

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 Kaching 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. It can't invent its own discount
  • It makes each offer once and doesn't restart the offers later in the conversation
  • If a discount can't be applied, the AI doesn't cancel. It apologizes and hands the conversation to your team

How customer verification works

Before the AI shows or changes anything, it checks that the customer owns the subscription.

Email inbox: Verified automatically when the sender's email has subscriptions in Kaching.

Other channels (chat, SMS, WhatsApp): The AI asks for the customer's email and ZIP code. The ZIP code must match an address on the customer's Shopify profile or one of their orders.

Custom conditions

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

Examples:

  • "Only allow cancellation after the second order has shipped"
  • "Subscription must have been active for at least 30 days"

Troubleshooting

Subscriptions not showing in the sidebar?

  • Check that the contact's email matches the email on the subscription in Kaching
  • The contact must also be a customer in your Shopify store
  • Check that Kaching is connected in Settings → Integrations

Sidebar shows an error?

  • The API key may have been removed or changed in Kaching. Click Go to settings and reconnect with a new key

Can't connect?

  • Make sure the API key has all permissions enabled
  • Make sure you picked the store the key was created for

No action buttons on a subscription?

  • Cancelled and expired subscriptions can't be changed
  • Ask an Administrator to turn on Agent can refund and edit orders for you

Customer verification keeps failing?

  • The email must match the one on the subscription in Kaching
  • The ZIP code must match an address on the customer's Shopify profile or orders

AI can't pause, resume or cancel?

  • Only active subscriptions can be paused
  • Only paused subscriptions can be resumed
  • Cancelled subscriptions can't be changed

Related articles

Recharge integration Stay AI integration Skio integration Appstle integration Loop integration