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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

  • Your WhatsApp Business account and an eligible registered business phone number.
  • 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 WhatsApp Business. Give it a recognizable name and choose its inbox.
2
Select Continue with Meta. Sign in to the Meta account authorized for your business. Approve the business and messaging access requested by the connection.
3
Select your WhatsApp Business account and the exact sender phone number. Complete any provider phone onboarding requested.
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

  • Your customers continue messaging your business number. Outside the allowed reply window, use an approved template with the required customer consent. Consent does not extend the normal reply window.
  • 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 phone number is unavailable: check the selected business account, Meta eligibility and phone onboarding status. A StackShift test number is not your customer-facing number.
  • 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.