This guide includes features awaiting release. If an option is not available in your workspace, contact StackShift Support.
What you can do
Keep customer replies separate from internal discussion. Where to find it: Open a conversation in Inbox.Before you start
- Permission to reply or add notes in that inbox.
Steps
1
Read the latest customer message and check who is assigned. If AI is replying, take over before sending a staff response that should stop automation.
2
Choose the customer-reply composer for a public answer, or switch to a private note for your team. Check this choice before sending.
3
Write your message, insert a saved reply if useful, and review names, links and any customer-specific details.
4
Attach files if needed and wait until they are ready. Use mentions in a private note when you need an authorized colleague’s attention.
5
Send once and check the result. If sending is uncertain, retry the original message using its recovery action so a second copy is not created.
6
Update the assignee or state to show who should act next. A note mentioning someone does not replace an intentional handoff.
Example
Reply “Your replacement is on its way” to the customer, then add a private note explaining the courier follow-up needed tomorrow.Things to know
- Do not put passwords, card details or provider secrets in messages or notes.
- Drafts are held in memory. Closing the app or signing out is not a reliable way to save an unfinished reply.
- A staff reply pauses customer AI. Resume it deliberately for future messages when appropriate.
What happens next
The right audience receives the message and your team can follow the decision.
If something goes wrong
Related guides
Create and use saved replies
Save answers your team sends often while keeping each reply personal.
Find and manage conversations
Use one inbox to keep track of new messages and outstanding work.
Let AI answer customers
Enable customer-facing replies for a chosen scope, with rules for handing work to a person.