Sift Inbox - Agent
The Sift Inbox gives you a single pane of glass to track and respond to all conversations:
On the lefthand side, you'll see all open cases assigned to you. This can be filtered by status, such as 'Closed' or 'Waiting for User'. When you hit next case, a new case will be assigned to you directly from the queue, based on the most recent item available.
Simply enter messages to send to users and they'll receive it on their source platform.
Key elements:
Tags: These are automatically added by AI, or other agents, during the course of a conversation.
Title / Summary: These are automatically updated as a conversation proceeds.
Assignee: Current assignee for a task - this can be changed if needed. Unassign the task to make it available to another agent.
Status: Track the state of a task.
Unassigning and Reassigning Tickets:
On the upper righthand corner you'll see your profile icon. Click this or use the keyboard shortcut 'A' to change the ticket assignee
To remove yourself from the ticket and allow other agents in the queue to claim it, simple select 'Unassign'
To assign the ticket to another agent or supervisor, select their name from the dropdown.
Changing Status:
On the upper righthand corner you'll see the case status. Click this or use the keyboard shortcut 'S' to change the ticket's status.
Simply select the new status for the ticket.
Changing Queue:
Tickets can be reassigned to different queues, for example, if it should be handled be another team. To reassign, click the pencil icon next to the current queue name. A popup will appear allowing you to select a new queue.
Adding Tags:
To manually add a tag, click the "+" icon to the left of the current tags. A window will open allowing you to search and select additional tags.
Other Actions:
By clicking the menu icon, next to the current case status, you'll have access to additional ticket functions.
Watch: Add the ticket to your watchlist. You can filter your inbox to find "watched" tickets using the filter dropdown
Snooze: Remove the ticket from your queue for a selected amount of time. When the snooze period concludes it will re-appear in your inbox. You can filter your inbox to find "snoozed" tickets using the filter dropdown.
Set due date: Adds the selected due date to the ticket.
Link Action: Connect two related tickets without closing either one. Both tickets remain open and active.
Merge Action: Link two related tickets and close one of them. The closed ticket will be linked to the open one for reference.
Export: Exports the information in the ticket to a JSON file to share with others internally (such as product or engineering teams)
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