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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

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

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Before you start

  • A Microsoft account with access to the intended mailbox; shared mailboxes also need Exchange delegation and sending rights.
  • Permission to manage integrations, plus an existing brand and inbox.

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Steps

1
Choose the workspace and environment, create a channel, and select Microsoft 365. Give it a recognizable name and choose its inbox.
2
Select Continue with Microsoft. Sign in with the account authorized to approve access. Complete any organization consent required by Microsoft.
3
Select the exact mailbox. For a shared mailbox, the signing-in user and mailbox address can be different; check both before continuing.
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.

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Example

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

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Things to know

  • Reading a shared mailbox does not by itself grant Send As permission. Verify an actual reply. Synchronization is for new messages, not a full historical import.
  • Connecting one environment does not automatically connect another. Keep live customer traffic separate from test work.

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What happens next

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

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If something goes wrong

  • Receiving works but replies fail: ask the Microsoft administrator to check sending rights for the selected shared mailbox. Reconnect if the account grant expired.
  • 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.