See the discussion
Questions, ideas, articles, conversations, and product updates arrive with their replies threaded together.
Turn community questions into thoughtful answers.
Bring supported community topics and replies into one inbox. Give your team the context to respond and the tools to learn from feedback.
Community inboxIllustrative example
COMMUNITY TOPICS
How do I change my email?Question · Needs a reply
More options for exportsIdea · Product feedback
Getting started with reportsConversation · In progress
QUESTION
How do I change my email?
Community member: “Where can I update the email on my account?”
Account Assigned to support
Suggested replyOpen account settings and select your email address to
update it.
Ready for review Keep the whole conversation close.
Connect your forums, like Discourse and Gainsight, to bring topics and their replies into Sift. Your team can respond from the inbox as your brand's forum account.
Find the right team
Route conversations with queue criteria and keep an owner, status, and notes with the work.
Spot recurring feedback
Use tags and analysis to find the questions and themes that appear across your community.
Start with an informed draft.
AI-assisted replies draw on the thread, your selected knowledge context, and voice settings. A person can review and edit the draft before sending.
Auto-reply bots are configured separately for common questions. They can respond automatically.
Reply composer
KNOWLEDGE + CONVERSATION
A useful starting point
“You can update your email in account settings. Let us know if you need help finding it.”
Review and edit Send as connected author
Make routine triage easier.
Give an AI Goal an outcome, such as routing account questions. Review action outcomes and abstentions. Fixed-step automations can also add tags, assign work, and notify your team.
- Classify incoming questions
- Route to the right queue
- Review cases where the agent abstains
AI Goal activity
GOAL OUTCOMES
Account questionRouted to support
Product ideaTagged as feedback
Unclear requestAbstained · Needs review
Built for community replies.
Sift replies to forum topics from the inbox. What else it can do depends on the forum: on Discourse your team can also close topics and flag posts, while Gainsight topics are created and edited in Gainsight.
Compare forum integrations →Give every community question a path forward.
See how Sift brings your team and community conversations together.
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