This guide includes features awaiting release. If an option is not available in your workspace, contact StackShift Support.
What you can do
Use one inbox to keep track of new messages and outstanding work. Where to find it: Inbox.Before you start
- An active workspace membership and access to the relevant inbox.
Steps
1
Choose your workspace, environment and inbox. Search or filter the conversation list to find the customer or work you need.
2
Open a conversation and read the recent history and customer details before replying. Load older messages if you need context.
3
Assign the conversation to the staff member responsible for it. Check the current assignee before taking over someone else’s work.
4
Keep it open while work is active, use pending when waiting, or snooze it until the time you choose. Resolve it when the support work is finished.
5
Check delivery after your reply. If the customer writes again, the conversation can reopen, so review new messages even after a previous resolution.
Example
After asking a customer for their order number, mark the conversation pending. When they reply, review the information and continue helping.Things to know
- Open, pending, snoozed and resolved describe work state, not whether an external provider delivered your last message.
- A private note does not reach the customer. Read markers are based on messages actually viewed, not merely loaded in a background tab.
What happens next
The conversation has an owner, a clear state and a next action.
If something goes wrong
Related guides
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