Let us submit AI drafts to the approval queue via API (BYOK / bring your own AI)

Right now the API can do two things with a reply: send it, or post an internal note. There is nothing in between. That means if you want to use your own AI to draft replies, your only options are: Let it send directly to the customer, which nobody sensible wants unsupervised, or Post the draft as a private note and have an agent read it and copy-paste it into the reply box Option 2 works, but it throws away the best thing Commslayer already built. The "AI needs approval" queue is genuinely good. One click, the agent reviews, it goes. We just cannot put anything into it unless it came from the built-in agent. The request: an API endpoint to create a draft reply in the pending-approval state, exactly where the built-in AI's drafts land. Same queue, same review, same one-click approve. Just a different author. Why this helps everyone, not just us: Teams with their own fine-tuned model or brand voice can use it without giving up the human gate Teams with no AI at all can use it for templated or rules-based drafts It is opt-in, changes nothing for anyone who does not want it It is the safest possible way to add automation, because a human still approves every message Why we are asking: we run a children's clothing brand and tone is most of our product. Our customers are mums, often anxious about an order arriving for a birthday. The built-in agent is good at triage and genuinely reliable at handing over when it should. What it cannot do is sound like us, and we cannot teach it to, because we cannot bring our own model. So our best replies currently have to be pasted in by hand, which is slower than doing nothing at all. The approval queue already exists. We would just like to be allowed to put something in it.

Support native PDF attachments instead of download links in emails

Could we send documents as standard PDF attachments instead of links? The current links are easy to miss and can look untrustworthy, causing customers to think files weren’t included.

Allow editing of Shopify customer/order data directly from the conversation sidebar

Currently, the customer and order information shown in the conversation sidebar is pulled directly from Shopify and is read-only. Agents cannot edit or update this information within Commslayer. It would be helpful to allow agents to edit certain fields directly from the sidebar, such as customer details or order-related notes, without needing to leave Commslayer and update them in Shopify first.

Time-based delay for CSAT survey sending

Currently, CSAT surveys are sent immediately when a conversation is marked as Resolved. We'd love the ability to configure a delay…for example, sending the CSAT survey 48 hours after a ticket has been set to Resolved status

Agent Report Breakdown by Inbox and Ticket Type

It would be very helpful to have a more detailed agent-level reporting breakdown in Commslayer. Currently, the Reports → Agents section shows overall metrics per agent, but it does not break down the tickets by inbox or ticket type. For KPI tracking and performance monitoring, teams need better visibility into: Tickets handled per agent Inbox where the ticket originated Type of ticket / channel (Email, Comment, Direct Message, etc.) This would greatly improve KPI reporting, agent performance analysis, and workload management for support teams using Commslayer.

Better Visibility for CC'd Users on Email Tickets

When a customer emails in with other recipients CC'd, there's currently no clear way to see who else is on the thread at a glance. The only place this information appears is at the very top of the ticket, in a subtle grey colour that's easy to overlook, especially on long conversations. This creates a real risk of missing key stakeholders in a conversation, which can lead to miscommunication or leaving someone out of important replies. What we'd like to see: A more prominent display of CC'd recipients on the ticket (e.g., a visible tag, badge, or dedicated section in the ticket sidebar) Ideally, CC'd users should remain visible throughout the conversation not just at the top An indicator or highlight when a ticket has CC'd recipients so agents are immediately aware This would help support teams ensure no one gets missed and makes it easier to manage multi-stakeholder email threads.

Display Ticket Number in Open Ticket View and Sidebar

Add the ticket number in a visible location within the open ticket view, such as: In the right-hand sidebar (the panel that displays ticket details like status, assignee, tags, etc.) Under the customer’s name at the top of the conversation This will make it easier to quickly reference and manage tickets.

Loops integration

Bulk import of Help center Articles

“Is there a faster way to upload or add questions and answers to the Help Center? Doing it manually takes quite a bit of time, so I wanted to check if there's an import option or bulk upload feature available.”

Enable shopify meta data as automations conditions

The customer would like to filter tickets for data like: shopify.last_order_status shopify.last_order_days_since and close them in a bulk action.

Automatic translation of the CSAT message

The client with account ID 2930 is asking to have a translated CSAT message, which must be in the language of the conversation.

Additional fields in the contact creation section

The customer is asking for additional fields in the contact creation: - Company details - Custom Field https://app.commslayer.com/app/accounts/38/conversations/6263

Apply Admin Interface Changes to All Team Users

It would be really useful if any changes made by an admin on the interface automatically applied to all team users. Right now, when admins adjust settings, layouts, or configurations, those updates don’t carry over for the rest of the team, which can create inconsistency and confusion. Having admin changes apply globally would ensure everyone sees the same interface, streamlines workflows, and saves time by removing the need to manually replicate adjustments across accounts.

Move tickets to different views manually.

I’d like to be able to move tickets between different views manually. At the moment, tickets only appear in views based on their filters, but it would be very helpful if we had the flexibility to reassign or drag a ticket into another view when needed.

Canned Messages - Attachments

b/c macros aren’t very functional, the canned messages are very important. But without attachment options they aren’t functional for sharing information

Macro Shortcut (In The Same Area As Canned)

having macros on the sidebar makes them difficult to use and nearly impossible to find after syncing in klaviyo data too

Slack Integration

A customer would like to find a way to integrate Slack with Commslayer and receive the notifications of new tickets directly in Slack

Don't add draft Shopify products to the Ai

The Ai knowledgebase of products lists all products (even draft ones) inside Shopify. This means we have to sort through hundreds of products to exclude draft products. This should be automatic so the Ai doesn’t suggest draft products in messages to customers (which then have broken links).

Undo button

I think this would be a good idea when using the quick keys to work through conversations. Sometimes you may accidentally resolve a conversation, and it feels like it's lost forever

Persistent sorting state per view

The way the view's sorting state is handled is super confusing. For instance, we might want some views to be showing "oldest" first, and others showing "newest". Some might need to be sorted by "latest activity", others by "created at". Right sorting state seems to be global. Ideally, we would want this to be persisted in the filter state.