Set up brands and inboxes

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

What you can do

Choose the name customers see and where their messages should go. Where to find it: Settings → Brands and Settings → Inboxes.

Create a brand with the business or product name you want customers to recognize.

Create an inbox, give it a useful name, and choose its brand. Prefer names such as Customer support or Order help over internal identifiers.

Invite staff and grant the intended people access to the inbox. Creating an inbox does not grant every staff member access.

When connecting a channel or installation, select this brand and inbox. Send a test message and check where it arrives.

Rename a brand or inbox when needed. Review dependencies and move connections before attempting to remove an inbox that is still in use.

Use one brand for your shop and separate Sales and Order help inboxes if different people handle those requests.

Brands, inboxes and installations have plan allowances. Existing live defaults count toward those allowances.
Do not create extra workspaces just to make another inbox unless you need a separate team or billing boundary.

Incoming messages reach the intended team under the correct business name.

Creation is blocked by a limit: check Billing and existing unused resources before creating another.
Message arrived in the wrong place: inspect the channel or installation’s selected brand, inbox and environment.

Give each teammate the access they need to answer customers or manage the workspace.

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

Review prices, staff allowances, conversation usage, storage and AI credits before paying.