Manage
The manager inbox
The manager inbox is an advanced version of the agent inbox. It works the same way - conversation list, conversation, conversation details - but adds a queue switcher and moderation visibility so a supervisor can move across the whole operation instead of a single queue.
At a glance
| Queue switcher: work any queue, not just yours | ✅ |
| Moderation flags (spam, sexual content, other categories) | ✅ |
| Auto-close for high-confidence spam | ✅ |
| AI tags, title, and summary kept current | ✅ |
| Reassign / unassign conversations | ✅ |
| Full agent conversation-handling (reply, status, queue, actions) | ✅ |
What you're looking at
By default you see all active conversations in the selected queue. Unlike an agent, you can flip between queues from the top of the inbox to see what's open or in progress anywhere, at any time.
Key elements
- Queue switcher: jump between queues to see what's happening in each, without leaving the inbox.
- Tags: added automatically by AI as a conversation develops; you can add your own.
- Title / summary: kept current by AI as the conversation proceeds.
- Moderation: Sift automatically flags content as spam, sexual content, or other moderation categories. You can close out inappropriate or spam items, and Sift will start auto-closing the ones it's highly confident about so they never reach an agent.
- Assignee: who owns the conversation; reassign or unassign to free it for another agent.
- Status: where the conversation is in its lifecycle.
Working a conversation
Every conversation-handling move from the agent inbox is available here:
- Responding to customers - public replies, DMs, internal comments, saved responses
- Managing a conversation - status, assignee, queue, tags, due dates, watch, snooze, link, merge, export