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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 messages in your Support inbox. Where to find it: Settings → Channels.

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Before you start

  • A Slack workspace where you can install the app and invite its bot into the intended channels.
  • 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 Slack channels. Give it a recognizable name and choose its inbox.
2
Select Continue with Slack. Authorize the correct Slack workspace and review the app permissions. Invite the bot to each channel you want to connect.
3
Approve each channel route and its destination Support inbox. Review any required customer-account association rather than routing every channel by default.
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

  • New messages and thread replies follow the approved route. Direct messages and enterprise-wide installation are not covered. Slack accepting a send is not a customer read receipt.
  • 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

  • The channel is unavailable: confirm the bot belongs to it and the channel route is explicitly approved. Private channels need the appropriate invitation.
  • 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.