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WALL OF IMPROVEMENTS

Hey, Karri here!

A huge wall of feature improvements this week. Some are pretty important, so please read all the way to the bottom!

AI agent

Refunds for the exact order line item

Until now, AI refunds were a percentage of the order. If a customer reported one cracked mug, the AI could only refund a share of the whole order, which rarely matched what the mug cost. Most of you kept refunds with a human, fair enough.

Now the AI refunds specific items, like 2 of 3 mugs, for exactly what the customer paid, discounts and tax included. It's refund only, no restock and no shipping refund.

Turn it on in AI agent → Actions → Refund order and try it in the playground first, it runs against the real order and your real limits without moving any money.

Important: your refund limits still matter. With the defaults (50% of what's left on the order, $50 per refund), the AI hands pricier items to your team instead of refunding fewer. Edit the limits if you want to let the AI agent operate more freely. Yolo?

Ask a human before running

Any AI action can now wait for human approval. Enable it per action under AI agent → Actions, handy if you want a human checking item refunds before letting it operate freely.

Chat verification by email

When a live chat customer doesn't have their order number, the AI now emails them a one-time code instead of handing the chat to your team.

Other AI agent updates

  • General rules setting now lives under the Guidance tab

MCP + API

Reply drafts from your ChatGPT/Claude

Connect ChatGPT or Claude to Commslayer over MCP and ask it to draft replies on your conversations. The drafts land in the reply box, and your agent edits and sends them like any other reply.

These don't use your AI drafts allowance. If you have our auto AI drafts on, turn them off so they don't overwrite yours.

More MCP + API updates

  • Rivo loyalty: look up, adjust points, redeem a reward, cancel a membership

  • Who approved each AI action, when, and what happened

If you run loyalty or referrals on Rivo, connect it and every conversation gets a Loyalty section in the sidebar with points, VIP tier, referral link and unused codes. Your team can adjust points, redeem a reward or cancel a membership right there.

The AI agent answers points, tier and reward code questions with zero setup. Switch on Redeem Rivo reward (off by default) and it can also spend a member's points on a subscription reward, it always asks the customer first. More Rivo AI actions coming soon.

Connect it in Settings → Integrations → Rivo, included in all plans. Details on the Rivo integration page.

Helpdesk

Phone

Bunch of phone updates, mostly compliance:

  • Call recording on/off per inbox, with a notice callers hear first (ours or your own)

  • Separate auto-delete for recordings and transcripts, 30 days to 3 years

  • Voice pricing now asks for your phone number's country. Some countries showed higher outbound rates than you'd actually pay, that's fixed

  • Keypad during live calls, and Norway and other sold-out countries now "On request" (we order the number for you)

Attachments in canned responses

Canned responses can now include files, up to 20 files of 40 MB each. They get attached every time someone uses the response.

Other

  • Import from Kustomer, and Richpanel imports now work over the API too

  • Admins can export all of a contact's data across channels from the contact page

  • Delete a message to remove sensitive info

  • Report exports now follow your filters

  • Meta: add DMs or comments to an already connected Page

  • Loop: cancel a paused subscription without resuming it

Cheers,
Karri, co-founder

ps. If you like what we're shipping, an appstore review helps us a ton against G*rgias. Takes 30 secs: https://apps.shopify.com/commslayer#modal-show=WriteReviewModal

Office dog Manu is hungry for reviews ⭐ ⭐ ⭐ ⭐ ⭐

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