Account & Help

The Account & Help category is the only part of Settings every user can access regardless of role. The first three pages - Account, My Notifications, and Preferences - manage your personal experience inside Sift: your identity, the alerts you receive, and how the app looks and behaves for you. The remaining four - Keyboard, Metrics, Query Syntax, and API - are reference documentation for the shortcuts, metric definitions, search grammar, and REST API used elsewhere in the product. Together they're where you go to set yourself up and to look up "what does this actually mean?".

Account

The Account page manages your personal identity inside Sift. It embeds Clerk's user profile component, which provides:

• Profile — Name, profile image, and primary email.

• Security — Password, multi-factor authentication, connected accounts (Google, etc.), and active sessions.

• Sign-in methods — Add or remove email addresses, phone numbers, and social logins.

My Notifications

The My Notifications page configures the personal notifications you receive - assignments, mentions, review requests, and other workflow-driven alerts. It is divided into two cards.

Notification Preferences

A grid of toggles by event type and channel - in-app, email, and Slack DM - letting you choose which notifications you want and where they should arrive. Settings persist across sessions.

Slack Direct Messages

Connects your personal Slack account so Sift can DM you directly for time-sensitive notifications. This is separate from the workspace Slack integration on Settings → Notifications, which routes channel messages from workflows.

Preferences

The Preferences page is your personal app preferences - language, text size, agent signature, and a permissions refresh utility.

UI Settings

• Preferred Language - English, Español, or Français. The change applies after a refresh.

• Text Size - Four presets: Small, Default, Large, XL. Each button previews the size live before you commit.

Message Signature

A textarea where you define the signature appended to your replies. Helper buttons insert a newline, a double newline, a space, or special markers (~, ^) at the cursor. Below the textarea, an examples block shows accepted patterns (e.g. ~agent_name, ^agent_name, \n~agent_name). Save persists the signature; Reset clears it.

Advanced Settings

A single utility - Refresh Permissions - that re-fetches your role and organization membership without signing out. Useful immediately after a role change so the app reflects new access without a full reload.

Keyboard

The Keyboard page is the reference for every keyboard shortcut in Sift. The header reminds you that pressing ⌘K (or Ctrl+K on Windows) opens the command palette - the fastest way to access any shortcut without memorizing it.

A blue Tips banner lists guidance for using shortcuts: shortcuts are context-aware, table actions only apply to tables, Esc closes most overlays, and shortcuts are disabled while typing in inputs.

Shortcuts by context

Shortcuts are grouped into five contexts that match where they apply:

• Global - Available everywhere in the app.

• Inbox - Available in the inbox / case list view.

• Table - Available when viewing any table (Actions, Users, etc.).

• Media Viewer - Available in the media viewer.

• Chat - Available in chat inputs.

Within each context, shortcuts are further grouped by category - Navigation, Actions, View, and Editing - so you can find the right shortcut by what you're trying to do.

Metrics

The Metrics page is the reference guide for every metric and measurement Sift surfaces in dashboards, tables, and exports. It explains exactly how each number is computed so analysts and admins can interpret them with confidence.

A header introduces the page ("Comprehensive guide to all metrics and measurements in Sift") and a Key concepts banner summarizes the four cross-cutting rules: action metrics are per-conversation, agent metrics aggregate across an agent's cases, SLA metrics use time buckets, and most metrics update in real time.

Three reference tabs

The body of the page is organized into three tabs:

• Action Metrics - Metrics calculated per conversation: Communication, Timing, Customer Feedback, AI Quality Scores, Sentiment, Social Engagement, Reviews, Volume.

• Agent Metrics - Metrics aggregated across an agent's cases: Volume, Response Performance, Quality, Customer Feedback.

• SLA Performance - SLA-specific metrics: SLA Compliance, Agent Rankings.

Each metric card explains what is measured, the formula used, and the units.

Query Syntax

The Query Syntax page documents the search grammar Sift accepts in search bars and saved-search definitions. The header introduces the page ("Learn how to write powerful search queries") and the body is a series of reference tables with worked examples.

What's documented

The page covers everything you need to write a query by hand:

• Fields - A table of every searchable field with its short name, full name, and description.

• Operators - Equality, comparison, contains, ranges, and other operators with meaning and examples.

• Boolean Logic - How to combine clauses with AND, OR, NOT, and parentheses.

• Relative Dates - Date shortcuts like today, yesterday, and last 7 days.

• Examples - A gallery of fully-formed queries with descriptions of what each one matches.

• Using with AI - Notes on how the same syntax flows into AI-driven search and SiftGPT.

API

The API page is the interactive reference for the Sift REST API. It loads the live OpenAPI specification from your environment's gateway and renders it as a fully browsable documentation explorer - so you can see every endpoint, its parameters, request and response schemas, and try calls directly from the browser.

The page is gated by the NEXT_PUBLIC_GATEWAY_API_URL environment variable; if the gateway URL isn't configured, the page shows a message indicating documentation isn't available for the current environment.