AI Responses
When an agent opens a conversation, Sift can draft a reply on their behalf - pulling from your knowledge base, the thread history, and your Voice & Tone settings to produce a relevant starting point.
The agent always reviews and edits the draft before sending. Sift never sends a reply automatically.
At a glance
| One-click AI draft inside any open conversation | ✅ |
| Drafts pull from knowledge base contexts, thread history, and brand voice | ✅ |
| Multiple contexts per product, language, or support tier | ✅ |
| Default context selection per queue or channel | ❌ one org-wide context selection today |
| Agent reviews and edits before sending | ✅ |
| Sends automatically without review | ❌ use an Auto-reply Bot |
How it works
- Click the AI response button inside any open conversation to generate a draft
- Sift searches your configured knowledge base contexts to find relevant information
- The draft appears in the reply composer, ready to edit or send as-is
- Each context can include help articles, macros, product docs, or any text your team has uploaded
Configuration
AI Responses are organized around contexts - named collections of source material that Sift searches when generating a reply. You can create multiple contexts for different products, languages, or support tiers.
The Context Management tab lets you create and edit contexts, upload documents, and review what's indexed. The AI Response Context tab has a single org-wide Current Context Selection - whichever context you pick there is what every draft in the org pulls from; there's no separate selection per queue or channel today.
Setting it up
Go to Settings → AI → Business Context to manage your contexts and configure selection logic.