# Agent (/docs/agent)

The Agent experience is where front-line work happens: one inbox that pulls every conversation from every connected source into a single queue, so an agent never has to tab between platforms. Pick up the next conversation, read the full history, reply, and move on.

## At a glance [#at-a-glance]

| | |
| --- | --- |
| One inbox for every channel (social, DMs, reviews, community, forms) | ✅ |
| Queue-driven "next conversation" assignment | ✅ |
| Full conversation context: AI title + summary, history, customer profile | ✅ |
| Reply in place: public reply, DM, or internal comment | ✅ |
| Saved responses + AI-assisted drafts | ✅ |
| Keyboard-first (assign, status, queue, tag, reply) | ✅ |
| Watch, snooze, link, merge, export a conversation | ✅ |

{/* screenshot */}
<figure>
  <img src="/assets/screenshots/agent/conversation.png" alt="The Sift agent inbox with a conversation open - conversation list on the left, conversation thread in the center, customer and conversation details on the right." />
  <figcaption>An open conversation in the agent inbox: queue on the left, conversation in the center, conversation details on the right.</figcaption>
</figure>

## What's in here [#whats-in-here]

<Cards>
  <Card href="/docs/agent/the-inbox" title="The Inbox" >
    Every conversation, from every connected source, in one pane of glass.
  </Card>
  <Card href="/docs/agent/responding" title="Responding to Customers" >
    How the composer works and how replies post back to the original platform.
  </Card>
  <Card href="/docs/agent/training" title="Agent training" >
    The complete walkthrough: inbox, responding, managing, and all actions end to end.
  </Card>
  <Card href="/docs/agent/managing-a-conversation" title="Managing a Conversation" >
    Status, tags, assignment, and every action available on an open conversation.
  </Card>
  <Card href="/docs/agent/keyboard-shortcuts" title="Keyboard shortcuts" >
    The full shortcut reference for working the inbox without the mouse.
  </Card>
</Cards>

## Who uses this [#who-uses-this]

Agents and front-line support / community staff live here all day. Managers get an [advanced version of this inbox](/docs/manage) with queue-switching and oversight on top - but the core conversation-handling experience is the same, so this section is the foundation for both roles.