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Inbox - Get an Action, Message and Close
Actions (Case Management End To End)
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Sift AI Agent Overview
Anir Agarwal
Updated: Jun 11, 2025
Description
Here's a walkthrough of Sift AI for agents to explore and use the product.
Steps
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Inbox - Get an Action, Message and Close
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Welcome to the Sift AI Inbox. In this guide, we'll walk you though how to use the app and respond to customers
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Click on "Next". This is how you'll be assigned a new case. The number of cases is in parenthesis.
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All of your currently assigned cases will be available on the lefthand menu to switch between
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To start drafting a reply, simply start typing.
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Click on Send to send your message to the user.
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As new messages come in, they'll be in the case for you to continue the conversation.
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When you're ready to close an item, simply go to the status menu and select Close
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Following that, click on "🎉 Closed".
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First select a reason to complete the case
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Select a Reason and Click on Submit. If you close as Resolved, that will start the CSAT process for the item.
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Following that, click on "🎉 Closed".
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The feedback and CSAT collection is automated after you close the case with "Resolved"
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Now, click on "staging.getsift.ai".
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Click on "Submit".
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After that, click on the element.
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The CSAT and Feedback will also be saved in the activity tab as part of the case history.
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When you're ready - you can get a new case. Remember, you can do many cases at the same time.
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Now, we can work on our next case! That is all for the basic messaging and closing experience.
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Now, click on "staging.getsift.ai".
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Click on "A".
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One last thing - when you're done - you can go to the bottom left of the screen, click on your profile and then Unassign all Items whenever you need.
This puts them back in the queue for other users after you're done.
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Click on "Next".
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Click on "Confirm" to finish un-assigning
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Click on "Message from 1212584134210853".
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Action Management and User Details
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This next section will cover other key parts of Action Management, from managing user details, history of an action, to assigning and other core parts of the day to day workflow. We'll be focused on the top right of the screen here.
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If you ever need to reassign an action, click on the user and then you'll see a drop down to unassign or pick another agent.
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Simply select an option or dismiss by clicking anywhere away from the popup.
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Similarly, to update status - select the status and you can see various options to update the status. For example, select "Waiting for User" if you want to mark this as something that you are now waiting for a response on.
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To View Case Activity and History, Click on the Activity Tab on the right.
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To View User Details, Click on the Top Right Item in the Right Sidebar.
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Add User Descriptions and Notes, like Verification Information
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To add a link to the user (other profiles, internal links, or anything else), click on Links.
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Follow the dialog to add the link to the user
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Click here to View Case History
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Click Here to View Comments. We'll have a deeper dive on comment later in this tutorial.
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Afterwards, click here.
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Once that's done, click on the element.
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Advanced Replying - Saved Responses and Comments
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If you're drafting a long reply, you can click here and that will open a modal box for longer messages
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After, click on "Cancel".
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To access Saved Responses, you can simply open them on the last option here. That will have a list of team responses.
Personal Responses are coming soon!
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Now, we'll walk you through how you add a comment to a thread
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Click on "0 Internal Comments".
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Click here.
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Click here.
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You can always edit or delete comments after you've created them.
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Update your comment and make changes
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Following that, click on "User reaching out about the same issue.".
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Click save to finalize the update
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Click on the element.
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Welcome to our demo!
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Once that's done, click here.
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Here, you can unassign all actions when you are completing a shift. This puts them back in the queue for other users.
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Click on the element.
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Click on "Switch to Light mode".
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After that, click on "My Account".
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Afterwards, click here.
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Following that, click on "Update profile".
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Click on "Cancel".