# Glossary (/docs/getting-started/glossary)

### A [#a]

**Action**: A single unit of work in Sift. An action represents a conversation, post, message, review, or other piece of content that has been identified as worth your team's attention. Every action lives in exactly one queue and has a status (e.g. _Open_, _Responded_, _Closed_). _See also:_ Queue, Thread, Status.

**Actionability**: Sift's AI assessment of how worth-your-team's-attention a piece of content is. Configured globally on **Settings → AI → Overview** ("What's Worth Acting On") and surfaced on every action. _See also:_ Actionability Score, Relevancy.

**Actionability Score**: The AI-generated 0–10 score for actionability of an individual action. Used to drive auto-close decisions and to populate the Relevancy dashboard. _See also:_ Actionability, Auto-Close.

**Action Forms**: Org-configurable wrap-up forms an agent fills out on send or close - required or optional fields scoped to a queue or platform. Configured in **Settings → Action Forms**. _See also:_ Action.

**Action Rules**: The org-wide rules that govern how actions and conversations behave inside Sift - ticket limits, auto-close timers, thread locking, and CSAT triggers. Configured in **Settings → Action Management**. _See also:_ Auto-Close, Thread Lock.

**Active Workload**: An agent metric: the number of actions currently open and assigned to an agent. _See also:_ Closed Workload, Agent.

**Advocate**: A user currently expressing positive sentiment toward your brand. One of four sentiment buckets (Advocate / Neutral / Detractor / Unknown). _See also:_ Sentiment Bucket, Becoming Advocate, Brand Advocate.

**Agent**: A teammate in your organization who handles actions and replies to customers. Distinct from a _user_ (a customer). _See also:_ Agent Identity, Sift User.

**Agent Identity**: A link between a platform username (e.g. a Discord handle) and a Sift teammate. Without identities, a teammate's messages on native apps appear as community content; with identities, they are correctly attributed as agent activity. Configured on the **Identities** tab of **Settings → Users & Roles**. _See also:_ Manual Identity, Agent Role.

**Agent Role**: A platform role (Discord, Gainsight, or Higher Logic) whose members are automatically treated as Sift agents. New users with that role are synced automatically. _See also:_ Agent Identity.

**Agent Signature**: Per-user signature appended to outbound replies. Configured on **Settings → Preferences**. Supports newline / spacing helpers and `~agent_name` / `^agent_name` placeholders.

**Aggressive (auto-close)**: One of four auto-close strategies. Closes more aggressively with lower confidence requirements. _See also:_ Auto-Close Strategy.

**AI Analytics**: The default tab in **Analytics**. Covers Taxonomy, Taxonomy Trends, Tag Insights, Relevancy, and Moderation. _See also:_ Analytics, Taxonomy, Relevancy.

**AI-Assisted Replies**: A workspace-level capability that lets Sift learn from your team's past replies and suggest new ones in the same voice. Configured in **AI Studio**, on **Settings → AI → Voice & Tone** and **Learned Patterns**.

**AI Response Context**: The single context (knowledge base) Sift uses to ground AI-generated replies. Selected on **Settings → AI → Business Context**. _See also:_ Context, Knowledge Base, SiftGPT.

**AI Responses**: The feature that drafts an AI-generated reply for an agent to review and send, drawing on the knowledge base and Voice & Tone. Managed on **Settings → AI → Business Context**. _See also:_ AI Response Context, Context.

**AI Spam Detection**: An LLM-based moderation rule, tunable via spam indicators, safe indicators, keywords, and confidence threshold. Configured in **Settings → Moderation Rules**. _See also:_ Stock Spam Detection, Pattern Moderation.

**Analytics**: Sift's central reporting workspace. Four top-level tabs: AI Analytics, Actions & Support, Agents, Custom.

**API**: Sift's REST API. Keys are managed on **Settings → API & Developer**.

**App Store**: Apple App Store integration. Captures iOS app reviews via App Store Connect.

**Approved Reviews**: Count of agent review requests that were approved. _See also:_ Reviews, Pending Reviews, Rejected Reviews.

**Assignee**: The agent currently assigned to an action.

**Assignment**: The act of routing an action to a specific agent. Can be **Manual** or **Smart** (`AssignmentMode`).

**Auto-Close**: Automatic closure of inactive or low-relevance actions. Two surfaces: an org-wide strategy on **Settings → AI → Overview**, and a time-based "auto-close after N hours of inactivity" rule on **Settings → Action Management**. _See also:_ Auto-Close Strategy, Thread Lock.

**Auto-Close Strategy**: One of four levels - **Disabled**, **Conservative**, **Standard** (default), **Aggressive**: controlling how aggressively Sift closes irrelevant or non-actionable content. DMs are never auto-closed.

**Auto-Reply Bot**: A flow-based AI agent that handles incoming messages on your behalf - for example acknowledging a complaint or routing a question. Configured in **Settings → Auto-Reply Bots**. _See also:_ Workflow.

**Average Sentiment**: Mean sentiment score across a population of records or users in the selected period.

**Average Wait Per Message**: Average customer wait time between agent messages within a conversation. An SLA metric.

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### B [#b]

**Badge** _(Value Badge)_ - A short label that describes a user's behavior or state. Examples: _Brand advocate_, _Mega influencer_, _Power user_, _Viral post_, _New_, _Lapsing_, _Spam risk_, _High-signal_, _Verified_. Surfaced throughout the **Users** tab. _See also:_ Value Score, Lifecycle.

**Becoming Advocate**: A badge for users on a positive sentiment trajectory who are trending toward Brand Advocate.

**Becoming Detractor**: A badge for users on a negative sentiment trajectory who are trending toward Detractor.

**Boolean Logic**: Combining query clauses with `AND` (`+`), `OR` (`|`), `NOT` (`!`), and parentheses in Sift's query syntax. _See also:_ Query Syntax.

**Brand Advocate**: A badge for users who are sustained, consistent advocates of your brand.

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### C [#c]

**Casual**: A lifecycle stage between _New_ and _Active_: users with low but non-trivial activity. _See also:_ Lifecycle.

**Category (L0)**: The top level of the taxonomy hierarchy. Examples: _Complaint_, _Support_, _Bug_, _Feedback_, _Praise_, _Scam_, _Spam_, _Competitor_, _Industry_, _Brand_, _News_, _Noise_. _See also:_ Domain, Topic, Taxonomy.

**Channel**: A specific destination within a platform - for example a Discord text channel, a Facebook page's wall, or a Discourse community. Several channels typically belong to a single source. _See also:_ Source, Platform.

**Churning**: A trust-and-risk label for users who appear to be actively leaving the community.

**Close Reason**: A categorical reason an agent picked when closing a conversation (e.g. _Resolved_, _Spam_, _Duplicate_). Optionally triggers CSAT. Configured on **Settings → Action Management → Feedback & CSAT**.

**Close Time**: Total time from the start of an action to its closure. _See also:_ Median Close Time, Total Handle Time.

**Closed (status)**: A terminal state for actions. One of six action statuses. _See also:_ Status.

**Closed Workload**: An agent metric: the number of actions an agent has closed in the selected period. _See also:_ Active Workload.

**Command Palette**: The `⌘K` / `Ctrl+K` overlay that exposes every keyboard shortcut and navigation target. _See also:_ Keyboard Shortcuts.

**Competitor**: Either a taxonomy category for content mentioning competitors, or the list of competitor names entered on **Settings → AI → Overview**.

**Complainer** _(Frequent Complainer)_ - A trust-and-risk label for users with a sustained pattern of complaints.

**Confidence Threshold (moderation)**: The minimum confidence level the AI must reach before moderating a message. Configured on **Settings → Moderation Rules → AI Spam Detection**.

**Conservative (auto-close)**: One of four auto-close strategies. Only closes actions when the AI has very high confidence the content is irrelevant. _See also:_ Auto-Close Strategy.

**Context** _(Knowledge Base)_ - A named bundle of data sources (URLs, documents) that grounds AI-generated replies. Managed on **Settings → AI → Business Context**. _See also:_ AI Response Context.

**CSAT** _(Customer Satisfaction)_ - Customer-rated 1–5 score collected via a two-step survey at conversation close. _See also:_ Estimated CSAT, Average CSAT.

**Custom Dashboard**: A user-built analytics report assembled from chosen dimensions, metrics, and visualizations. Lives under **Analytics → Custom**.

**Custom Field**: A user-defined attribute attached to actions, users, or agents - for example a CRM ID or internal tier. Configured on **Settings → Custom Fields**. Field types: Text, Number, Date, Checkbox, URL, URL (prefix-url), Multi-Value, Agent, Email, Phone.

**Custom Form**: A Sift-hosted form for capturing structured input (feedback, intake, support submission). Responses become Sift records. Managed on **Settings → Forms**.

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### D [#d]

**DAU** _(Daily Active Users)_ - Average count of unique users active per day in the selected period. _See also:_ WAU, MAU.

**Detractor**: A user currently expressing negative sentiment toward your brand. One of four sentiment buckets. _See also:_ Becoming Detractor, High-Value Detractor.

**Discord**: Chat-platform integration. Supports Agent Roles for identity attribution. _See also:_ Integration.

**Discourse**: Community-platform integration. Captures topics and replies across all categories.

**Disabled (auto-close)**: Auto-close strategy that disables auto-closing entirely; all actions require manual review. _See also:_ Auto-Close Strategy.

**Domain (L1)**: The middle level of the taxonomy hierarchy: a sub-grouping inside a Category. _See also:_ Category, Topic, Taxonomy.

**Dormant**: A lifecycle stage for users who have been inactive for an extended period. _See also:_ Lifecycle, Lapsing.

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### E [#e]

**Efficient Close Rate**: Percentage of conversations an agent closes within 8 hours. An SLA agent metric. _See also:_ Fast Response Rate.

**Engaged**: A lifecycle stage above _Active_: highly active users with sustained participation. _See also:_ Lifecycle, Power User.

**Estimated CSAT**: AI-predicted CSAT score generated before any feedback is collected. _See also:_ CSAT.

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### F [#f]

**Facebook**: Meta integration covering pages, posts, comments, and messages. Shares an OAuth connection with Instagram.

**Fast Response Rate**: Percentage of responses an agent delivers within 30 minutes. An SLA agent metric. _See also:_ Efficient Close Rate.

**Fastest**: Agent ranking: the agent with the shortest median response time in the period.

**Feedback Type**: Whether a CSAT response was explicit (a customer rating) or implicit (AI-inferred sentiment).

**Filters (Analytics)**: Global controls at the top of every Analytics page: date range, source, channel, queue, tag, agent, assignee, status, and custom fields.

**Force Rebuild**: A taxonomy-generation flag that rebuilds from scratch instead of extending the existing taxonomy.

**Forms**: Sift-hosted custom forms. _See also:_ Custom Form.

**FULLY\_RESOLVED / MOSTLY\_RESOLVED / PARTIALLY\_RESOLVED**: Granular resolution sub-statuses an action can carry alongside its primary status. _See also:_ Status.

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### G [#g]

**Gainsight**: Customer-success platform integration. Captures community topics: conversations, questions, ideas, articles, product updates. Supports Agent Roles.

**Global Shortcuts**: Keyboard shortcuts that work everywhere in the app. _See also:_ Keyboard Shortcuts.

**Going Quiet**: Plain-language label for VIPs whose activity has dropped off recently. Surfaced on **Users → Overview**. _See also:_ Lapsing VIPs.

**Google Play**: Android app reviews integration via the Google Play Developer API. _See also:_ App Store.

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### H [#h]

**Higher Logic**: Community-platform integration. Captures discussions, comments, and reports. Supports Agent Roles.

**Highest Volume**: Agent ranking: the agent who handled the most actions in the period.

**High-Signal**: A user badge: this user's content is consistently AI-classified as high-quality signal.

**High-Value Detractor**: A triage bucket on **Users → Overview**: users who are both high value and currently expressing negative sentiment.

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### I [#i]

**Impersonator**: A trust-and-risk label for accounts flagged as posing as someone else.

**Inbox**: The day-to-day workspace where agents review and respond to actions. Distinct from an Action's lifecycle reporting. _See also:_ Action.

**Industry**: Either a taxonomy category for industry-related content, or the org's industry as set on **Settings → AI → Overview**.

**Initial Response Time**: Time from a customer's first message to the agent's first response. An SLA metric. _See also:_ Median Response Time, P90 Response Time.

**Instagram**: Photo / video integration shared with Facebook. Channel types prefixed `INSTAGRAM_*` are treated as Instagram regardless of platform key.

**Integration**: A connected platform (e.g. Discord, Facebook, X / Twitter, App Store). Managed on **Settings → Integrations**.

**Invalid (token)**: A connected account whose OAuth token has expired or been revoked. Surfaced on the **Health** tab of **Settings → Integrations**. _See also:_ Token Health.

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### K [#k]

**Keyboard Shortcuts**: Listed by context (Global, Inbox, Table, Media Viewer, Chat) on **Settings → Keyboard**. _See also:_ Command Palette.

**Knowledge Base**: Synonym for Context. _See also:_ Context.

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### L [#l]

**L0 / L1 / L2**: The three depth levels of the topic taxonomy: **L0 = Categories**, **L1 = Domains**, **L2 = Topics**. _See also:_ Taxonomy.

**Lapsing**: A lifecycle stage for users whose activity has measurably slowed. Precedes Dormant. _See also:_ Lifecycle, Going Quiet.

**Lapsing VIPs**: A triage bucket on **Users → Overview**: previously-engaged high-value users whose activity is dropping off. _See also:_ Going Quiet.

**Last Updated**: Timestamp shown on data-driven views indicating freshness of the underlying data.

**Lifecycle**: Where a user sits in the engagement journey. Seven stages: **New**, **Casual**, **Active**, **Engaged**, **Power**, **Lapsing**, **Dormant**.

**LinkedIn**: Professional-network integration. Captures company-page content.

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### M [#m]

**Manual Identity**: An individual platform username added by hand as an Agent Identity. _See also:_ Agent Identity, Agent Role.

**MAU** _(Monthly Active Users)_ - Unique users active in the last 30 days. _See also:_ DAU, WAU.

**MCP Connections**: Model Context Protocol connections that let external AI clients (Claude, ChatGPT, Cursor, Windsurf, Codex) access Sift's analytics tools. Configured on **Settings → MCP Connections**.

**Median Close Time**: Median total time from action start to closure across the population.

**Median Handle Time**: Median total time an action takes from first message to closure. _See also:_ Total Handle Time.

**Median Response Time**: Median time to first agent response. _See also:_ Initial Response Time.

**Mega Influencer**: A value badge for users with extremely high reach. _See also:_ Macro / Mid / Micro Influencer.

**Member**: A user role in the organization (vs. Admin). _See also:_ Role.

**Mentions** _(taxonomy)_ - Number of records assigned to a topic or category in the taxonomy view.

**Message**: A single message inside a conversation, comment, or DM thread. Many messages typically belong to one Action / Thread. _See also:_ Action, Thread.

**Moderation**: Either the analytics dashboard for spam and rule-based detections, or the settings page that configures the rules. _See also:_ Moderation Rule.

**Moderation Rule**: A rule (Stock Spam, AI Spam, or Pattern) that auto-detects and optionally auto-closes unwanted content.

**My Notifications**: Personal notification preferences (in-app, email, Slack DM), all on the single **Notification Preferences** page (**Settings → Account & Help → Notification Preferences**). There is no separate workspace-level notifications page.

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### N [#n]

**Needs Support (agent)**: Agent ranking: the agent whose performance most needs attention.

**Neutral**: One of four sentiment buckets. _See also:_ Sentiment Bucket.

**New**: A lifecycle stage for users who recently appeared in the community.

**New High-Value**: A triage bucket on **Users → Overview**: high-value users who appeared recently.

**Noise**: A taxonomy category for content the AI considers noise.

**NormalizedRecord**: Internal: a single ingested social-media record (post, comment, message) after normalization across platforms. Most users don't see this term - it surfaces in the schema and integration audits.

**Notifications (workspace)**: Not a separate settings page - Slack and email routing are part of the single **Notification Preferences** page. _See also:_ My Notifications.

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### O [#o]

**Open**: The default action status. _See also:_ Status.

**Operators (query)**: `=`, `!=`, `>`, `<`, `>=`, `<=`, `~` (contains), `!~` (not contains), `^=` (starts with), `$=` (ends with), `..` (range). _See also:_ Query Syntax.

**Org Preferences**: Workspace-wide defaults (timezone, URL shortening, dashboard theme, AI-assisted replies, API keys). On **Settings → Org Preferences**.

**Organization**: A Sift workspace or tenant. Has its own members, settings, and data.

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### P [#p]

**P90 Response Time**: The response time at the 90th percentile - i.e. 90% of responses are faster than this value.

**Pattern Moderation**: Rule-based moderation using regex or substring patterns. _See also:_ Moderation Rule.

**Pending Reviews**: Agent review requests awaiting a decision. _See also:_ Reviews.

**People**: The third tab in **Users**: a searchable, filterable directory of every user in the workspace.

**Platform**: The native source of an integration (Discord, Facebook, X / Twitter, etc.). One platform may host many channels. _See also:_ Source, Channel, Integration.

**Power**: A lifecycle stage above Engaged: the most active users in the community. _See also:_ Lifecycle.

**Power User**: A value badge for users who exhibit power-user behavior across the lifecycle.

**Preferences**: Personal app preferences (language, text size, agent signature). On **Settings → Preferences**.

**Prefix-URL**: A custom-field type that stores only the suffix; a configured prefix is prepended at display time. _See also:_ Custom Field.

**Priority**: Internal scheduling priority on the synthesis pipeline.

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### Q [#q]

**QA** _(Quality Assurance)_ - Grading closed conversations with a QA agent's checklist, by Sift AI and by people. Set up on **Settings → Batch agents → QA**; reported on the **QA** dashboard template. _See also:_ QA Score.

**Query Syntax**: The grammar used in Sift search bars and saved searches (fields, operators, boolean logic, relative dates). Reference in the customer docs at [Query Syntax](/docs/developer/query-syntax) - there is no in-app settings page for it.\
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**Queue**: A grouping of actions that determines who can see and work on them. Every action lives in exactly one queue. Managed on **Settings → Queues**. _See also:_ Role.

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### R [#r]

**Record**: Generic name for any ingested unit of content (post, comment, message, review). _See also:_ NormalizedRecord, SynthesizedRecord.

**Refresh Permissions**: Utility on **Settings → Preferences** that re-fetches role and org membership without requiring a sign-out.

**Rejected Reviews**: Agent review requests that were rejected. _See also:_ Reviews.

**Relevance Context**: Plain-English description of what your community talks about and what's worth monitoring. Set on **Settings → AI → Overview** as "About Your Business".

**Relevancy**: Sift's AI assessment of whether a piece of content is worth monitoring at all. Distinct from Actionability. Surfaced on **Analytics → AI Analytics → Relevancy**. _See also:_ Relevancy Score, Actionability.

**Relevancy Score**: The 0–10 AI score that powers the Relevancy dashboard.

**Resolution Quality**: AI assessment of how well an action was resolved.

**RESPONDED**: An action status indicating an agent has replied but the action is not yet closed. _See also:_ Status.

**Reviews** _(agent)_ - Approval workflow for messages or status changes that require sign-off before sending. Surfaced in **Analytics → Agents → Reviews**.

**Rising**: Trend label for users whose activity is increasing. _See also:_ Stable, Declining.

**Rising Activity**: A user badge for users whose activity is on an upward trajectory.\
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**Role**: A bundle of permissions assigned to teammates. Determines what they see and which queues they can work in. Managed on **Settings → Users & Roles**. _See also:_ Queue, Member.

**QA Score**: A 0-100 score from one QA grade: points earned over points possible. A triggered critical check scores 0.

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### S [#s]

**Saved Response**: A reusable reply template available in the inbox. Can be **Shared** (org-wide) or **Personal** (creator-only). Managed on **Settings → Macros & Saved Responses**.

**Saved Search**: A persisted query used in the inbox and as the trigger for **Workflow Triggers**.

**Scam**: A taxonomy category for scam-related content; also a moderation outcome.

**Sentiment**: Emotional tone of a piece of content, expressed as a 1–10 score where higher is more positive. Drives the sentiment buckets. _See also:_ Sentiment Bucket, Average Sentiment.

**Sentiment Bucket**: One of four labels: **Advocate**, **Neutral**, **Detractor**, **Unknown**. Used in trends and KPIs.

**Sentiment Change**: Delta in sentiment over time.

**Sift AI Context**: Former name for **AI Studio**, where admins teach Sift's AI about their brand, products, what's worth acting on, and when to auto-close - now split across the **Overview** (Brand Profile) and **Triage** pages under **Settings → AI**. _See also:_ Auto-Close Strategy.

**Sift User**: A teammate in your organization (vs. a community user). _See also:_ Agent.

**SiftGPT**: The conversational AI experience inside Sift, grounded in your selected Context. Available in-app and via MCP. _See also:_ MCP, Context.

**Single-select / Multi-select**: Two modes for a Multi-Value custom field.

**SLA** _(Service Level Agreement)_ - Time-based performance metrics: Initial Response Time, Average Wait Per Message, Close Time, Fast Response Rate, Efficient Close Rate. Surfaced in **Analytics → Actions & Support → SLA**.

**Slack DMs**: Personal Slack notifications configured on **Settings → Notification Preferences**.

**Slack Integration**: Workspace connection for Slack notifications and the SiftGPT bot, configured on **Settings → Integrations**. Channel action tracking is optional.

**Smart Assignment**: Sift-managed action assignment based on workload and skills. _See also:_ Manual Assignment.

**Source**: Human-readable name for a connected platform context (e.g. _Twitter_, _Facebook_, _Instagram_). Derived from `platform` plus optional `channelType`. _See also:_ Platform, Channel.

**Spam**: A taxonomy category and a moderation outcome.

**Spam Indicators**: Free-text descriptions of patterns the AI Spam Detection rule should treat as spam. _See also:_ AI Spam Detection.

**Spam Risk**: A user badge for accounts likely to be spammers.

**Spam Tester**: Live testing tool inside **Settings → Moderation Rules → AI Spam Detection** that classifies a sample message against current settings.

**Stable**: Trend label for users whose activity is unchanged. _See also:_ Rising, Declining.

**Standard (auto-close)**: The default auto-close strategy. Closes low-relevance and low-actionability content with high AI confidence.

**Status**: The current state of an action. Possible values: **OPEN**, **RESPONDED**, **PARTIALLY\_RESOLVED**, **MOSTLY\_RESOLVED**, **FULLY\_RESOLVED**, **CLOSED**.

**Stock Spam Detection**: Built-in spam classifier for common patterns. Toggleable on **Settings → Moderation Rules**. _See also:_ AI Spam Detection.

**Synthesis**: The internal AI step that processes a `NormalizedRecord` into a `SynthesizedRecord` with title, sentiment, relevancy, actionability, tags, and other AI-derived fields.

**SynthesizedRecord**: Internal: a record after AI synthesis. Most users see its outputs (sentiment, relevancy, summary) on actions.

**System Role**: A built-in role (e.g. _Super Admin_, _Manager_) that cannot be deleted. Marked with a lock icon. _See also:_ Role.

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### T [#t]

**Tag**: A label applied to records, actions, or users for categorization and filtering. Tags belong to **Tag Groups**. _See also:_ Tag Group, AI-Applicable.

**Tag Group**: A group of related tags (e.g. _Issue type_) that keeps them together in pickers. Managed on **Settings → Tag Groups**.

**Tag Insights**: Analytics dashboard at **Analytics → AI Analytics → Tag Insights**: how tags are applied across content over time.

**Taxonomy** _(content)_ - The AI-generated three-level topic hierarchy (Category → Domain → Topic) that powers Analytics. Viewable on **Settings → Taxonomy** and **Analytics → AI Analytics → Taxonomy**.

**Taxonomy Trends**: Volume and sentiment over time for taxonomy topics. On **Analytics → AI Analytics → Taxonomy Trends**.

**Telegram**: Messaging-platform integration.

**Theme**: A name for a taxonomy node. _See also:_ Topic, Taxonomy.

**Thread**: The conversational unit underlying an action (the `ActionableInsightsThread`). Many messages typically belong to one thread.

**Thread Lock**: Period after a thread is closed before Sift locks it from further replies. Configured on **Settings → Action Management → Close Settings**.

**TikTok**: Short-video integration.

**Token Health**: Monitoring for OAuth-token validity across Facebook, Instagram, X / Twitter, and Google integrations. Tokens are checked every 4 hours. On the **Health** tab of **Settings → Integrations**.

**Topic (L2)**: A leaf node in the taxonomy hierarchy. Each topic has a name, description, optional examples, and a record count. _See also:_ Domain, Category, Taxonomy.

**Total Handle Time**: Total elapsed time from first message to conversation closure. _See also:_ Median Handle Time.

**Total Messages**: Total messages in a conversation thread.

**Trend**: Whether a user is **Rising**, **Stable**, or **Declining** based on recent activity. _See also:_ Rising, Stable, Declining.

**Triage Bucket**: A focused list of users worth attention on **Users → Overview**: **High-Value Detractors**, **Becoming Advocates**, **New High-Value**, **Lapsing VIPs**, **Viral Posts**.

**Twitter (X)**: Social-network integration. Internally referenced as `TWITTER` or `x-twitter` depending on context.

**Two-Step CSAT**: The two-prompt CSAT survey: first a rating, then an optional written follow-up. Customizable on **Settings → Action Management → Feedback & CSAT**.

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### U [#u]

**Unassigned**: An action with no assignee.

**Unsaved Changes**: Banner pattern (used on **Tag Groups**, **AI Studio**) that summarizes pending edits before save.

**URL Shortening**: Org preference that automatically shortens long URLs in outbound replies above a configurable length threshold.

**User**: A community member (customer / audience), distinct from a _Sift User_ (teammate / agent).

**User Research**: A profile of how users behave in the organization.

**User Tag**: A tag that describes a person, for example _Customer_ or _Impersonator_. Sift's AI applies some user tags. Your team adds others manually. Managed on **Settings → Tag Groups** and shown on the **People** page. _See also:_ Tag, Tag Group.

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### V [#v]

**Value Badge**: _See_ Badge.

**Value Score**: A 0–100 score Sift assigns to every user based on their reach, sentiment, lifecycle, and engagement. Drives the focus lists and is surfaced throughout **Users**.

**Verified**: A user badge indicating the platform has verified the user's identity.

**Viral Post**: A user badge / triage bucket for users whose post broke out and gained unusual reach in the last 30 days.

**Volume**: Generic term for record / message count over a period. Often a sortable column in tables.

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### W [#w]

**WAU** _(Weekly Active Users)_ - Unique users active in the last 7 days. _See also:_ DAU, MAU.

**WhatsApp**: Messaging-platform integration.

**Workflow**: A visual flow of triggers, conditions, and steps that automates how content moves through Sift - classifying, assigning, tagging, notifying, and replying. Managed on the **Automations** tab of **Settings → Workflows** (one of four tabs alongside AI Goals, Schedules, and Notifications).

**Workflow Builder**: The legacy visual canvas for assembling a workflow's steps, still reachable from an individual automation's editor.

**Workflow Trigger**: A scheduled or saved-search-driven trigger that fires a workflow automatically when criteria match. Managed on the **Rules** tab of **Settings → Workflows**.

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### X [#x]

**X / Twitter**: _See_ Twitter (X).

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### Y [#y]

**YouTube**: Video-platform integration.

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### Numerical / symbolic [#numerical--symbolic]

**`⌘K` / `Ctrl+K`**: Keyboard shortcut to open the **Command Palette**.

**`~` / `^`**: Special markers used in **Agent Signature** templates (e.g. `~agent_name`).

**0–10**: Default scale for AI-generated scores (sentiment, relevancy, actionability).

**0–100**: Default scale for **Value Score**.

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