Your login and your notifications are personal. Each person sets them under Settings → Profile settings. The timezone and the app language are set once for the whole account under Settings → Account settings, by an Administrator or a Manager.
Change your password
- Go to Settings → Profile settings and find the Password card.
- Fill in Current password, New password and Confirm password. A password needs at least 6 characters, with an uppercase letter, a lowercase letter, a number and a symbol.
- Click Save at the top right.
Changing your password signs you out on your other devices.
Forgot your password? Click Forgot your password? on the login page and open the link in the email. If you ask for a second email, use the newest one. Each new email replaces the link in the earlier one.
After 10 failed sign-ins within 15 minutes, sign-in for that email address is paused and you see "Too many failed sign-ins. Wait 15 minutes, then try again."
There is no button that logs out everyone in the account. Each person changes their own password.
Change your login email
- Go to Settings → Profile settings. In the Profile card, type the new address in Email.
- Click Save at the top right.
- Open the email sent to the new address and click Confirm my new email.
Until you click that link, you keep logging in with the old address.
- If the new address already has a Commslayer login, you see "Email has already been taken". Use another address.
- Your email is one login for every account you belong to.
- An Administrator can't change another person's email. The person changes it here themselves, or the Administrator deletes the agent and adds them again with the new address.
Two-factor authentication
Two-factor authentication (2FA) adds a 6-digit code from an authenticator app when you log in with your password. Each person turns it on for themselves. It can't be switched on for the whole team, and codes by text message or email aren't available.
Turn it on
- Go to Settings → Profile settings and find the Two-factor authentication card, below Password.
- Click Set up two-factor.
- Scan the QR code with an authenticator app such as Google Authenticator, 1Password or Authy. If you can't scan it, type the key shown under the code into the app.
- Enter the 6-digit code from the app in Verification code and click Verify and turn on.
- Save the 10 backup codes that appear. Each one works once, and they are shown only this one time. Click Copy codes, store them somewhere safe, then click I've saved my codes.
Log in with 2FA
After your email and password, the Two-step verification screen asks for the 6-digit code. Enter it within 5 minutes, otherwise you start again with your email and password. After 5 wrong codes you see "Too many codes were tried. Wait 15 minutes, then try again."
Manage it
The card shows "Two-factor authentication is on." with two buttons:
- Regenerate backup codes: enter a current code to get 10 new codes. The old ones stop working.
- Turn off two-factor: enter your password and a current code.
Lost your phone or authenticator app
- Click Use a backup code instead on the code screen and enter one of your backup codes.
- No backup codes left: an Administrator on your account can't switch 2FA off for you. If you can't log in because of two-factor authentication, email karri@commslayer.com.
Notifications
Notification settings are personal and live under Settings → Profile settings. An Administrator can't set them for the team. If you belong to several accounts, you set the email and desktop notifications in each account.
Every choice in the notification sections saves the moment you click it, and you see "Changes saved". The Save button at the top of the page is only for your profile details, signature and password.
Audio notifications
A sound that plays while Commslayer is open in a browser tab.
- Alert events: None, Assigned conversations or All conversations. It starts on None, so nothing plays until you pick one. For a sound on every new customer message in your inboxes, choose All conversations.
- Alert tone: pick the sound.
- Alert conditions: Send audio alerts only if the browser window is not active is ticked to begin with, so the sound stays quiet while you are looking at Commslayer. Untick it to hear the sound then too. Tick Send alerts every 30s until all the assigned conversations are read for a repeating reminder.
The sound plays for new customer messages and for private notes from teammates. It doesn't play for the conversation you have open on screen.
Email notifications
Five checkboxes:
- Send email notifications when a new conversation is created
- Send email notifications when a conversation is assigned to me
- Send email notifications when you are mentioned in a conversation
- Send email notifications when a new message is created in an assigned conversation
- Send email notifications when a new message is created in a participating conversation
New team members start with "assigned to me" and "mentioned" ticked. To stop an email, untick its box.
How these emails behave:
- They go to your login email, about 2 minutes after the event. If the conversation was handled in the meantime (you read the notification in the app, the conversation got an assignee or was reassigned, or it was resolved), the email isn't sent.
- Except for mentions, no email is sent while you have Commslayer open in your browser.
- New-conversation notifications only go to the collaborators of that inbox. An Administrator who isn't a collaborator of the inbox gets none.
- Playground test conversations and conversations from blocked senders create no notifications. Facebook and Instagram comment inboxes send no email or desktop notification. A conversation that is Pending sends no new-conversation or assignment notification.
- In busy moments the emails are capped: at most 5 new-conversation emails and 5 assignment emails a minute, and one new-message email per conversation every 30 minutes.
Desktop notifications
Pop-ups from your browser.
- Click Enable desktop notifications and allow notifications when your browser asks.
- Tick the events you want. They are the same five as for email.
- Click Send test notification to check that it works.
- The permission belongs to the browser on that device. In another browser, in a private window or after clearing site data, your ticked boxes are still there, but you need to click Enable desktop notifications again.
- If you see "Desktop notifications are blocked by your browser. To enable them, update your notification permissions in your browser settings.", allow notifications for Commslayer in your browser's site settings.
- The section only appears in browsers that support notifications.
The notification list
Click the bell icon in the left sidebar to open Notifications. The tabs are All, Mentions, Assignments, New conversations, Assigned replies and Participating replies. There is an Unread only switch and a Mark all as read button.
An event only appears in this list if its box is ticked under Email notifications or Desktop notifications. With both unticked, it isn't listed.
What isn't possible
- A separate notification for AI handovers, approval requests or new CSAT ratings. The five events above are the full list.
- Sending these notifications to a shared address. They go to each person's own login email. To email every member of a team when a rule matches, use an automation with the action Send an email to team. That email also goes to each member's own address.
Timezone
Go to Settings → Account settings. Under General settings, pick a Timezone and click Save. Administrators and Managers can change it.
- There is one timezone per account. A timezone per team member isn't possible, so a remote team reads all times in the account's timezone.
- It sets the times shown on conversations and messages for everyone, and the day boundaries in reports.
- An account that never changed it is on UTC. If times look several hours off, check this field first.
Two things use a different timezone:
- Business hours: chat, email and voice inboxes have their own timezone, set under Settings → Inboxes → Manage → Business hours. Whether the inbox counts as open or closed is worked out in that timezone, not the account's.
- Shopify order times in the conversation sidebar follow the timezone of the Shopify store.
Commslayer doesn't show when a team member was online or connected, and reports have no "time online" number.
App language
Go to Settings → Account settings. Under General settings, pick a Site language and click Save. Administrators and Managers can change it.
- The language applies to everyone in the account. A language per team member isn't possible.
- German, French, Spanish and Dutch are in the list, among many others. Some screens, mainly newer ones, can still show English text.
- The languages of your Customer Portal are a separate setting. See Adding multiple languages to your Customer Portal.
Common problems
The invite or confirmation email didn't arrive
Check the spam folder first.
- You signed up yourself: the "Check your inbox" screen has a Resend email button (3 resends per 30 minutes). If you left that screen, click Forgot your password? on the login page. Setting a password from that email also confirms your account.
- You were invited by a teammate: ask an Administrator to open Settings → Agents, open the menu on your row and choose Reset password. You can also use Forgot your password? yourself with the invited address. See Add agents.
My desktop notifications stopped after I reopened the browser
Your ticked boxes are stored on your account and don't reset. The browser permission can: click Enable desktop notifications again and run Send test notification.
I hear no sound for new chats
Two settings under Audio notifications decide this. Alert events starts on None: set it to All conversations. Send audio alerts only if the browser window is not active starts ticked: untick it if you want the sound while Commslayer is the tab in front. Keep Commslayer open in a tab.
Message times are different from what I expect
Check the Timezone under Settings → Account settings. It is the same for everyone in the account. Order times in the sidebar follow the Shopify store's timezone instead.