Customer ratings
A quick survey when a conversation closes.
Quality & CSATAnswer every customer, on every channel.
Agents sort the inbox and draft replies. Your team sends.
Care inboxIllustrative example
CONVERSATIONS
Help with a delayed orderInstagram · Open · High priority
Question about a returnX · Open · Waiting 12 min
Thanks for the update!Facebook · Closed by triage
SELECTED CONVERSATION
Help with a delayed order
“My order was due yesterday. Can you help me find it?”
Delivery Needs help
SUGGESTED REPLY · TEAM REVIEW
Sorry your order is delayed. Please send us your order number in a private message, and we’ll look into it.
How a message gets handled.
- AgentRead
Summarizes and tags it.
- AgentFilter
Closes spam and chatter.
- AgentRoute
Sends it to the right person.
- PersonReply
Edits the draft and sends.
- AgentFollow up
Asks for a rating.
Review less.
Sift closes the noise, so your team only sees messages that need a reply.
- Four filtering levels, or off
- Tag a conversation to always keep it
Example Illustrative
100 messages in
↓
20 need your team
DRAFT · EXAMPLE
“How do I return an item?”
Knowledge base History Your voice
Start a return from your order page. Need help finding it? Just reply here.
Ready for your team to edit and send Start from a draft.
Every reply starts from your help docs, the conversation, and your brand voice.
How AI replies workThe right person, first time.
Queues send each conversation to the team that owns it.
- Assign by skill and workload
- Reply targets per queue
QUEUES · EXAMPLE
VIP customersOver 50k followers15 min
BillingRefunds and charges1 hr
SpanishSpanish speakersSkill
Everything elseDefault queue4 hr
COMPOSER · EXAMPLE
PublicPrivateInternal note
Hi Sam, sorry about the double charge. It’s refunded and will show in 3 to 5 days.
Saved repliesAttachSend privately
Reply where they are.
Replies post back to each channel as your brand. Public, private, and internal notes are color-coded.
Explore the inbox MONITOR · EXAMPLE
Online12
New today384
First reply9m
On target96%
Billing3 past targetBusy
VIP customersAll on timeOn track
Learn from every reply.
QA grades
Agents grade replies against your checklist.
QA agentsTrends
See what customers ask about most.
Customer insightsYour channels. One inbox.
Bring messages, reviews, and community conversations together for your agents and team.
Built for teams at
coinbase Circle
See it on your channels.
We’ll show agents sorting and drafting replies to conversations like yours.
Book a demoQuestions
Social customer service with Sift.
Can Sift send replies on its own?
Drafts wait for a person. Auto-reply bots send on their own only where you set them up.
How agent approvals workWhat does a draft use?
Your knowledge base, the conversation so far, and your voice and tone settings.
How AI drafts workHow much does filtering close?
You choose: off, conservative, standard, or aggressive. Tag any conversation to keep it open.
Filtering controlsWhich channels work?
Social, messaging, reviews, and community. What you can do varies a little by channel.
See integrations