This guide includes features awaiting release. If an option is not available in your workspace, contact StackShift Support.
What you can do
Find customer history and group people from the same business intentionally. Where to find it: Customers → contacts or accounts.Before you start
- Customer read access; configuration permission for account management.
Steps
1
Search for a customer and review their contact record and accessible conversation history.
2
Update permitted details carefully. Verify the person before merging records that appear to be duplicates.
3
For business customers, create an account with a name, owner and tier; use an external reference when your business already has a stable account identifier.
4
Add the intended contacts as account members. Do not assume that a matching company name or email domain proves membership.
5
Associate a conversation with an account only after confirming the contact belongs to it. Review the selected account context before using it for routing or reporting.
6
Archive an unused account when appropriate. Use the dedicated privacy workflow for erasure; archival is not permanent deletion.
Example
Add a shop’s owner and purchasing manager to one customer account while keeping their personal conversations distinct.Things to know
- Access to a customer account does not override inbox permissions.
- Contact merging and erasure affect linked history; review the impact before confirming.
What happens next
Staff see the correct customer history and verified business context.
If something goes wrong
Related guides
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