Action Rules
Action Rules are the org-wide settings that govern how conversations behave inside Sift: ticket limits, when inactive conversations auto-close, when closed threads lock, and how CSAT feedback is collected. They apply uniformly across the org rather than matching individual conversations.
Set them up at Settings → Action Management.
At a glance
| Max ticket limit per user | ✅ |
| Auto-close inactive conversations after N hours | ✅ |
| Auto-lock closed threads after N hours | ✅ |
| Custom close reasons | ✅ |
| CSAT request on selected close reasons | ✅ |
| Custom CSAT rating + comment messages | ✅ |
| Rename built-in status labels (Statuses tab) | ✅ |
| "When [match] then [route/tag/assign]" rule engine | ❌ that's a Workflow |
Support Settings
- Max ticket limit - the cap on how many open conversations a single agent can hold at once, so work spreads across the team instead of piling on one person.
- Auto-close inactive conversations - close conversations automatically after a set number of hours with no activity. Keeps the queue from filling with stale threads.
- Auto-lock closed threads - lock a closed conversation after a set number of hours so late replies don't reopen it.
The page also has quick actions to unassign all of your conversations and to trigger an auto-close sweep now rather than waiting for the timer.
CSAT Feedback
Configure how Sift asks customers to rate a resolved conversation:
- Two-Step CSAT Messages - the wording of the rating prompt and the follow-up comment request.
- Custom close reasons - the reasons an agent picks when closing (add, edit, or remove them). "Resolved" is a protected default and can't be renamed or deleted.
- CSAT trigger close reasons - toggle which close reasons send a CSAT request. Closing a conversation with one of these reasons prompts the customer to rate.
Statuses
A third tab, Statuses, lets you customize the display name for each built-in status (Open, In Progress, Waiting for User, Closed, Dismissed, Resolved, Snoozed, Read-only) - this is label customization only, separate from close reasons.
Action Rules vs. Workflows
Action Rules are global behavior settings, not per-conversation automation. If you want "when a conversation matches X, then tag / assign / route it," that's a Workflow driven by a saved-search trigger, not an Action Rule.