# Action Rules (/docs/automate/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](https://app.getsift.ai/app/settings/action-rules).
## At a glance [#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](/docs/automate/workflows) |
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Action Rules: org-wide behavior settings, split into Support Settings and CSAT Feedback.
## Support Settings [#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 [#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 [#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-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](/docs/automate/workflows) driven by a saved-search trigger, not an Action Rule.
## Related [#related]
Per-conversation automation driven by a trigger.More on collecting customer satisfaction.Where these settings live.
