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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

Understand the names you will see without needing a technical background. Where to find it: Use this page alongside any Support screen.

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Steps

1
A workspace is your team’s Support account. It holds people, settings, conversations and billing.
2
An environment separates real customer work (live) from practice and integration checks (test). Always check which one you are using.
3
A brand is the business or product name customers see. An inbox is where a team receives and handles conversations. A channel is how messages arrive, such as Gmail or WhatsApp.
4
A conversation is a message thread with a customer. A ticket is a tracked request with its own type, fields and status. A contact is an individual; a customer account groups explicitly linked contacts from one business.
5
A widget or messenger is the chat window on your website or app. An installation connects a particular website or app to a brand and inbox.
6
A workflow follows rules you define. An AI procedure follows a reviewed problem-solving process using approved actions. Neither should receive more access than it needs.

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Example

One workspace can have a Shop brand and a Delivery inbox. WhatsApp and the website widget can both deliver conversations to that inbox.

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Things to know

  • A role controls what a staff member may do. Inbox access controls which conversations they can see. An owner manages the workspace; an administrator manages permitted settings; an agent answers customers; a viewer has read-only access where granted.
  • SLA means service-level agreement: a response or handling target your team sets. A business-hours calendar determines when a business-hours target counts time.
  • A segment is a group of customers matching rules. An attribute is a stored fact, such as a chosen plan. An event records something that happened, such as completing onboarding.
  • Draft means not published. Queued means waiting. Failed means the action did not finish. Uncertain means the outcome needs checking before retrying. Archived and permanently deleted are different.
  • An API or SDK lets a developer connect software to Support. A webhook notifies another system about an event. Keep secret keys private; a public installation key has a different purpose.

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What happens next

You can distinguish the account, the destination and the customer interaction.

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If something goes wrong

  • If two names look similar, check the workspace and environment before editing.
  • If a guide mentions an owner-only action, ask your workspace owner rather than sharing their login.

Set up brands and inboxes

Choose the name customers see and where their messages should go.

Invite your team and control access

Give each teammate the access they need to answer customers or manage the workspace.