The inbox

The inbox is a single pane of glass for every open conversation. Whatever the source - an X reply, an Instagram DM, an App Store review, a Discord thread - it shows up here as a conversation you can read, respond to, and resolve.

At a glance

What you're looking at

The inbox has three columns:

• Left: the conversation list. Every open conversation assigned to you (or available in your queue), newest activity first. Each row shows the AI title, a snippet, the source platform, and how long it's been waiting.
• Center: the conversation. The full back-and-forth with the customer, in order, with your reply composer at the bottom.
• Right: conversation details. Title, summary, tags, assignee, status, queue, and the customer's profile - everything you need to act without leaving the conversation.

Queues and "next conversation"

Conversations live in queues: buckets that route work to the right team (e.g. Billing, Fraud, General). Your inbox shows the queues you're a member of.

Rather than scrolling the list and picking, the fastest way to work is next conversation: Sift assigns you the most important open item from your queue automatically, based on priority and how long it's been waiting. Resolve it, hit next conversation again, and keep moving. This keeps the team pulling from the top of the queue instead of cherry-picking the easy ones.

Filtering and sorting

The conversation list can be filtered so you only see what's relevant right now:

• By status: e.g. only Open, only Waiting for User, or Closed to review past work.
• By watched / snoozed: find conversations you've flagged to follow or temporarily set aside.
• Search: find a specific conversation by customer, keyword, or content.

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