This guide includes features awaiting release. If an option is not available in your workspace, contact StackShift Support.
What you can do
Choose how Support reaches you about new conversations, replies and mentions when the dashboard is closed: browser, WhatsApp, email and a Slack or Teams team feed. Where to find it: Settings → Notifications for your own alerts; Settings → Integrations → Slack or Microsoft Teams → Team feed for a shared channel.Before you start
- A Support workspace membership. Every member manages their own alerts.
- For a team feed, permission to manage integrations and a connected Slack or Teams app.
Steps
1
Open Settings → Notifications and check your status. Alerts pause while you are away or offline.
2
Select Enable notifications and allow them when your browser asks. On iPhone or iPad, add Support to your Home Screen first, then enable notifications from the installed app. Use Send test notification to confirm.
3
To get WhatsApp alerts, enter your number, agree to receive alerts and type the 6-digit code sent from the StackShift alerts number. WhatsApp alerts are part of paid plans; on the free plan and in the Test environment, alerts come by browser and email.
4
Choose which channels each kind of alert uses: customer replies on your conversations, new and unassigned conversations, mentions, and conversations the AI handed over that need a person. Handover alerts skip the WhatsApp wait.
5
Set how long Support waits before WhatsApp and email, turn on quiet hours if you need them, and turn on on-call if you want WhatsApp straight away when the inbox is closed.
6
For a shared feed, open the Slack or Teams app in Integrations and turn on Team feed. Optionally post conversations that are still unassigned after a set time.
Example
An agent leaves the dashboard closed after lunch. A customer writes in, their laptop shows a browser notification, and three minutes later WhatsApp offers I’ll take it. They tap it and the conversation is assigned to them.Things to know
- No alert is sent for a conversation you have open, and browser notifications are skipped while a Support tab is in front of you. The tab title and icon show the count instead.
- Claiming, reading, replying to or resolving a conversation cancels the WhatsApp and email alerts that were still waiting.
- I’ll take it assigns the conversation to the first teammate who taps it. Anyone later is told who has it.
- Each paid plan includes WhatsApp alerts for the whole workspace every billing period: 100 on Starter, 200 on Growth and 300 on Business. Settings → Notifications and Billing show how many are left.
- When the month’s WhatsApp alerts are used up, alerts keep coming by browser notification and email straight away, so nothing goes quiet. Owners get an email at 80% and when they run out.
- Owners and admins can add a pack of 500 more WhatsApp alerts from Billing or from the used-up notice. A pack is for the current billing period only and does not carry over; upgrading the plan raises the monthly number.
- Reply STOP to the alerts number to stop WhatsApp alerts.
- Every alert email has a link to stop email alerts and a link to these settings.
What happens next
You get one alert per conversation. Browser notifications arrive first; WhatsApp and email follow only if the conversation is still waiting for you.
If something goes wrong
Related guides
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