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This guide includes features awaiting release. If an option is not available in your workspace, contact StackShift Support.

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What you can do

Share useful files and audio while checking that they are safe and ready. Where to find it: The conversation or ticket attachment picker; Voice notes for audio management.

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Before you start

  • Access to the conversation or ticket.
  • For recording, HTTPS and browser microphone permission.

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Steps

1
Choose a file or start a recording from a supported composer. Keep the file relevant to the customer’s request.
2
Wait for upload, security scanning and any conversion to finish. Ready means it can be attached; uploaded alone does not.
3
Review the selected files and message audience, then send. A reply can contain only attachments where supported.
4
For audio, review the recording before sending. After an upload error, retry or explicitly discard it instead of recording another copy immediately.
5
In Voice notes, find an authorized recording and inspect its processing or transcription result. Check names, numbers and other important facts before using a transcript.

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Example

Ask for a screenshot of an error, then reply with a short voice note explaining the next step.

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Things to know

  • Up to five attachments are allowed per message. Ordinary files and video are limited to 10 MiB; supported audio is limited to 20 MiB and five minutes. Individual messaging providers can impose smaller limits.
  • Automatic transcription needs workspace opt-in, a provider and an available transcription allowance. Recording a voice note does not automatically enable transcription.
  • Customer portal microphone recording is unavailable. Audio already uploaded through supported flows can still be subject to its access rules.

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What happens next

The customer receives a usable attachment and your team can track any processing failure.

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If something goes wrong

  • Microphone blocked: allow microphone access for the site and check that the embedding site permits the messenger to use it.
  • Processing failed: inspect the file error, correct its format or size and retry. Making a file public does not bypass scanning.
  • Transcript missing: check transcription settings and allowance; do not assume silence means no speech.

Reply, add private notes and work together

Keep customer replies separate from internal discussion.

Support channels and message recovery

Connect supported inboxes, preserve message history, and recover interrupted delivery safely.