Commslayer is a customer support inbox platform built for ecommerce brands, helping teams manage support conversations from multiple channels in one place. Connect it to Omnisend to sync contacts and trigger email or SMS workflows when conversations are opened, resolved, or snoozed – perfect for coordinating support follow-ups, re-engaging customers after resolutions, and building segments based on support activity.
Setup Process
Step 1. In Omnisend, go to Apps → search for Commslayer → click Connect now.
Step 2. You'll see two integration features that you can enable:
Contacts Synchronization
Conversation Events
Step 4. Omnisend generates a unique webhook URL for each enabled integration feature. Copy each URL and add it to the corresponding webhook in Commslayer.
Go to Commslayer → Settings → Webhooks → Click Add new webhook → Paste the URL → Select the matching event topic → Click Save. Repeat for each enabled event.
For Contacts Synchronization, select these topics:
Contact created
Contact updated
For Conversation Events, select these topics:
Conversation created
Conversation status changed
And that's it! Once enabled, Commslayer events and contacts will start syncing to Omnisend.
What Data Is Passed
Contact Fields
Field Name | Type | Description |
Email Address | Standard | Contact's email address. |
Phone Number | Standard | Contact's phone number. |
⚠️ Email and phone are synced with a non-subscribed status. To send marketing campaigns to these contacts, collect consent separately via an Omnisend Signup Form.
Custom Events
Custom Event Name | Description |
Commslayer – Conversation Open | Triggered when a new conversation is started by a customer in Commslayer. |
Commslayer – Conversation Resolved | Triggered when a conversation is marked as resolved by an agent. |
Commslayer – Conversation Snoozed | Triggered when a conversation is snoozed by an agent. |
💬 Learn more: Create & Manage Custom Events in Omnisend.
FAQ
Why are contacts synced with a non-subscribed status?
Commslayer syncs contact data for identification purposes. Marketing consent must be collected separately to comply with email and SMS regulations. Use Omnisend Signup Forms to collect opt-in consent from Commslayer contacts.
Can I sync historical contact or conversation data?
No, the integration only syncs contacts and events that occur after you connect Commslayer. Past activity won't be imported.
What happens if I disconnect Commslayer?
Past events and contact data remain in Omnisend, but new activity won't be synced.
Why didn't my workflow trigger after a Commslayer event?
Check the following:
The integration feature is enabled in app settings.
The correct webhook URL is pasted in Commslayer for that specific event.
The contact has an email address in Commslayer.
If all is confirmed and the issue persists, reinstall the Commslayer integration. If it still doesn't work, contact our Support Team.
Didn't find the answer to your question? Reach out to our Support Team through the in-app chat or at [email protected] – our team is available 24/7.