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

​
What you can do

Receive and answer email in your Support inbox. Where to find it: Settings → Channels.

​
Before you start

  • A Gmail or Google Workspace mailbox you are allowed to connect.
  • Permission to manage integrations, plus an existing brand and inbox.

​
Steps

1
Choose the workspace and environment, create a channel, and select Gmail. Give it a recognizable name and choose its inbox.
2
Select Continue with Google. Choose the Google account for your support mailbox and approve the requested mail permissions. If your organization controls app access, its administrator may need to allow the connection.
3
Select the authorized mailbox. Do not use a personal mailbox containing unrelated private mail just because it is already signed in.
4
Open Readiness and resolve the listed missing permissions or account checks. Complete Qualify, then Activate. Qualify means confirming the connection checks; it does not mean changing your subscription.
5
Send a new message from a separate customer account. Confirm it reaches the selected inbox, then reply from Support and check the original channel.
6
If authorization later expires, reconnect this channel, repeat the checks and activate it again. Do not create duplicate channels to work around an expired login.

​
Example

Use a test enquiry such as “What are your opening hours?” and confirm your staff reply reaches the sending account.

​
Things to know

  • Polling brings in new mail from connection creation; it does not import the entire old mailbox. A revoked or unpaid mailbox may need attention at Google before it can synchronize.
  • Connecting one environment does not automatically connect another. Keep live customer traffic separate from test work.

​
What happens next

A new customer message and your reply appear in the same intended channel.

​
If something goes wrong

  • Google denies access: ask your Google Workspace administrator about app restrictions. Reconnect expired or revoked access through the existing channel.
  • Messages delayed: check channel health, activation, inbox selection and remaining conversation allowance.
  • Send uncertain: inspect the provider thread before retrying; the message may already have been accepted.

Support channels and message recovery

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

Reply, add private notes and work together

Keep customer replies separate from internal discussion.