Account access works better on mobile
Reach the accounts and workspaces you need without fighting a desktop-only layout.
- Open account access controls from a smaller screen.
- Keep the active workspace clear while you move between accounts.
Product updates
What’s new at Sift: social care updates.
Small releases, useful details, and the work behind a calmer way to run social and community operations.
Showing 94 updates from March 2026 to September 2026.
September 2026
Open chart drill-downs from SiftGPT
Move from an answer in the assistant to the records behind it without losing the question.
- Open a chart detail from the assistant panel.
- Keep the original question and scope visible as you investigate.
A clearer start for SiftGPT
SiftGPT now opens with useful starting points and keeps recent conversations close at hand.
- Start with suggested questions instead of a blank composer.
- Return to recent chats without losing the context of your work.
Keep SiftGPT open as you work
The assistant panel stays available while you move through the workspace.
- Keep an answer in view while you inspect another page.
- Return to the panel without rebuilding your question.
Faster answers for common questions
Common SiftGPT requests now take a shorter path from question to useful answer.
- Get direct answers for simple lookups.
- Keep deeper investigations available when the question needs them.
Research beyond the inbox
SiftGPT can bring web research into a customer question when workspace context is not enough.
- Use web research as part of a grounded investigation.
- Keep research connected to the question you asked in Sift.
Use SiftGPT inside Explore and dashboards
Ask questions in the analysis surfaces where the data already lives.
- Start an analysis from the page you are already viewing.
- Keep the selected dashboard or Explore context with the answer.
Find custom statuses in Browse
Custom statuses now fit into the same filtering flow as the rest of your Care work.
- Filter work with the status names your team uses.
- Keep Browse results aligned with your operating model.
Refresh Explore data on demand
Refresh analysis data when you need a current answer instead of waiting for the next load.
- Ask for a fresh result from the Explore surface.
- Keep the active filters while the data refreshes.
Choose how personal notifications arrive
Set delivery preferences per channel so important work reaches you in the right place.
- Choose the channels that should notify you.
- Keep personal notification settings separate from team defaults.
A steadier SiftGPT experience on mobile
Mobile chat now holds onto the active conversation through rotation and longer sessions.
- Keep the active turn when the screen changes orientation.
- Recover more cleanly from a temporary chat error.
August 2026
A sidebar that fits the way you work
Shared sidebars make navigation more personal without taking people out of the team workspace.
- Keep the views your team uses most within easy reach.
- Move between shared and personal work without rebuilding your layout.
Review customer work in a gallery
The Care gallery gives teams a faster visual way to scan and open work that needs attention.
- Scan more work without opening every item first.
- Open a case when the summary gives you the right starting point.
Make metric drill-downs more reliable
Analytics now carries the right filters through more metric-card investigations.
- Open a metric detail without dropping the selected scope.
- Keep the breakdown aligned with the card you started from.
Saved searches now lead into Explore
Move from a saved question to an interactive analysis with fewer clicks.
- Open saved searches in Explore and keep the original scope.
- Use the same starting point for a deeper view of the data.
Open detail from a metric card
Metric cards now give you a clearer path from a summary to the records behind it.
- Choose a card when a summary needs more context.
- Continue the investigation without starting a new search.
Send SiftGPT reports to Slack
Bring scheduled SiftGPT reports and alerts into the team channel where work happens.
- Share a recurring report with the right Slack audience.
- Keep the report linked to its Sift context.
SiftGPT answers can show their shape
Structured responses make useful answers easier to scan and act on.
- See key information in a clearer visual layout.
- Move from an answer to its next action with less reading.
Automate by time in status
Use time in a status as a clearer trigger for the work that should happen next.
- Build rules around how long work has stayed in a state.
- Keep a follow-up from quietly aging in the queue.
One filter toolbar for daily work
A unified filter toolbar makes it easier to narrow customer work without hunting through separate controls.
- Combine tags and other filters in one place.
- Include or exclude tag groups with a clearer interaction.
Briefings now open as Pages
Briefings have a richer home for narrative reports, with decks and presentation polish close behind.
- Read a briefing as a report instead of a single chart.
- Use a presentation format when the result needs a wider audience.
See tags before you open the work
Visual tags now carry more useful context across Care surfaces.
- Recognize tag meaning from color and icon.
- Keep the important context visible in lists and pickers.
Ask dashboards about people and filters
Dashboard filters and user search make it easier to narrow an answer to the people and patterns that matter.
- Filter dashboard views with AI-assisted questions.
- Find the users behind a trend without leaving the analysis flow.
A cleaner inbox and dashboard foundation
Core Care surfaces now have more legible type, stronger spacing, and fewer rough edges.
- Scan lists and cards with clearer hierarchy.
- Move between inbox and analysis views with less visual friction.
Inbox sidebars hold up at scale
Large tag sets and custom fields are easier to manage when the inbox grows with your team.
- Keep custom fields visible in a larger expansion view.
- Browse a long tag list without losing the current work.
July 2026
More dependable SiftGPT answers
SiftGPT now recovers more cleanly when an answer arrives after a longer tool or data step.
- Keep the useful answer instead of showing a duplicate apology.
- Recover dropped results with a clearer final state.
Share dashboards and edit them with AI
Dashboards now make it easier to share a view and refine it without leaving the editor.
- Create a public link when a dashboard needs a wider audience.
- Use an AI editing flow to shape the view around the question.
A simpler saved-search flow
Saved search creation, editing, and review now follow one consistent page layout.
- Create a saved search without nested modal steps.
- Review the match scope before you save it for later.
More complete Facebook conversation coverage
Facebook ingestion now covers more of the posts, recommendations, comments, and mentions teams need to handle.
- Bring more customer activity into the Care workflow.
- Keep comments and mentions connected to the work around them.
A weekly community briefing
A new briefing format turns the week's most viewed topics into a report with a trend summary.
- Start with a ready-made community report.
- Use the summary to decide which topics need a closer look.
Build from a library of dashboard widgets
Explore now makes it easier to save, reuse, and edit the analysis views your team returns to.
- Start with a widget instead of a blank canvas.
- Edit a saved view without rebuilding the analysis.
See team time in one dashboard
Team Time brings status duration, live activity, and targets into a single operational view.
- Compare time in status across the team.
- Use live signals to spot a queue that needs attention.
Go from a chart to the conversation
Ask the chart a follow-up question or drill into the records behind a number.
- Open a detailed breakdown from a chart without losing your filters.
- Use a chart as the next step in an investigation, not the final stop.
Briefings can become polished decks
Briefings now have a stronger path from a working report to a presentation your team can share.
- Use brand-aware slides for a more finished handoff.
- Edit the deck without leaving the briefing workflow.
Hear and see the work that needs you
Desktop alerts and sounds make new work easier to notice when you are handling another task.
- Choose a stronger signal for new work.
- Keep alerts close to the conversation they open.
More ways to understand tags and people
Dashboard analytics now bring taxonomy, tag insights, segments, and user growth into a fuller picture.
- Compare patterns across tags and people.
- Move from a summary to the group behind it.
Create dashboards with less setup
The custom dashboard create and edit flow now gives teams a clearer way to shape a view.
- Start with the structure your question needs.
- Rework a dashboard without losing the rest of the workspace.
A faster path through SiftGPT search
SiftGPT can take a shorter path for search questions while keeping the answer grounded in the workspace.
- Get a focused answer for a focused question.
- Keep theme and workspace context in the result.
June 2026
See tag context on inbox cards
Tag chips and hover details make the important context visible before you open a conversation.
- Scan the tags attached to a piece of work.
- Open the full meaning when a chip needs more detail.
Set custom fields from saved searches
Automation rules can now use a saved search to update custom fields with more precise conditions.
- Match a search and write the result to a field.
- Use regular expressions when a simple match is not enough.
A community report to start from
A new briefing template gives teams a faster way to review community topics and trends.
- Start with a report structure built for weekly review.
- Adjust the scope when the community question changes.
Notify a team from a saved search
Saved searches can now notify the right people through Slack, email, or the in-app center.
- Choose a delivery path for a recurring signal.
- Keep the search context attached to the notification.
Make statuses fit your team
Custom status categories, colors, and icons help each team describe work in its own language.
- Create status groupings that match the operating model.
- Use a visual cue that is easy to recognize in the queue.
Understand when AI steps back
AI activity now gives a clearer reason when it chooses not to take an action.
- See the reason behind an abstention in the activity view.
- Use that context to decide what the team should do next.
Find channels by account and name
The Channels settings view now groups real accounts and names so teams can find the source they need.
- Browse channels by the account that owns them.
- Open a channel preview when its name needs context.
Bring saved responses into Sift
Import saved responses from a CSV so the team can keep useful language close to the composer.
- Move an existing response library into the workspace.
- Keep replies consistent without starting from a blank draft.
A notification center for the work that changed
The notification center groups unread work by action so it is easier to know what needs attention.
- Separate unread work from everything you have already seen.
- Dismiss a notification when the next step is complete.
A calmer review loop
Reviews and notifications now keep the decision, the draft, and the next action in one place.
- Review an AI draft directly in the composer.
- Track unread work and group notifications by action.
Review AI drafts in the composer
The composer takeover keeps review controls beside the draft instead of in a separate step.
- Improve or compare a draft without losing the conversation.
- Keep the approval decision close to the message it affects.
A faster user intelligence page
The user view now brings history, relationships, and intelligence into a quicker tabbed experience.
- Move between user context and conversation history more easily.
- Keep the relationship history visible while you work.
Tag channels as well as conversations
Channel tags help teams route and filter work with the same shared language they use elsewhere.
- Describe a channel with a reusable organizational tag.
- Filter and route work using that channel context.
Response-time SLAs can follow business hours
Set response-time expectations around the hours your team actually works.
- Define schedules with named business hours.
- Preview the impact before saving the setting.
A clearer context cockpit
The unified user view puts conversation history, customer context, and follow-up work together.
- Review a person's context without jumping between separate panels.
- Keep the history you need beside the conversation you are handling.
Build saved searches on a full page
Create and edit saved searches in a focused page instead of a stack of nested dialogs.
- See the search scope while you build it.
- Review the result before you save the next recurring question.
My Cases is available to every role
The My Cases tab gives each team member a clear home for the work assigned to them.
- Open personal work with a simpler queue selector.
- Keep the cases you own separate from the wider queue.
Search by who responded
Action search can now find work by the person who replied, not only the person assigned to it.
- Ask who responded when assignment is not the right lens.
- Use the result to review patterns across the team.
Turn saved responses into workflows
Saved responses can now run as a workflow type, giving useful language a clear next action.
- Reuse an approved response inside an automation.
- Keep the response and the run history connected.
Set notification preferences in one place
Slack, email, and personal notification settings now have a clearer home.
- Choose how assignment notifications reach you.
- Keep delivery settings visible when the team changes channel.
May 2026
Scheduled briefings run more reliably
Briefings now handle thin data and repeat schedules with a more dependable calendar window.
- Keep a briefing useful when the period has less data.
- Avoid duplicate sends when a schedule runs again.
Briefing emails look like Sift
Email delivery now carries stronger branding and a clearer subject generated from the report.
- Recognize a briefing before you open it.
- Share a report that feels ready for a customer team or leadership review.
SiftGPT charts carry across turns
Follow-up questions can reuse a chart more naturally instead of starting the visualization over.
- Ask a second question about the chart you just saw.
- Keep the analysis shape while the answer changes.
Reply to Threads conversations
Threads replies now fit into the same Care workflow as the other supported channels.
- Bring Threads conversations into the inbox.
- Reply without creating a separate operating path for the team.
Make routing policy easier to manage
Queue handling policy now gives teams a clearer way to decide what should happen when work arrives.
- Set policy at the organization and queue level.
- Make the next assignment step easier to understand.
A shared shell for settings and integrations
Settings and integration pages now use a more consistent structure, so setup feels familiar across channels.
- Find account details in a predictable place.
- Move between integrations without learning a new page each time.
Understand more languages in synthesis
Sift can detect source language during synthesis and use it as part of the analysis filter.
- See language as part of the conversation context.
- Filter analysis when a multilingual audience needs a closer look.
Briefings have a better first run
The first briefing now streams its progress and gives the generated report a clearer starting point.
- See progress while the report is being built.
- Apply the result without waiting through an opaque handoff.
Email the briefings your team needs
AI Briefings can now reach a team by email through the same delivery layer as other reports.
- Share a recurring report without asking people to open Sift first.
- Keep the report tied to its saved scope.
See matched text in search results
Search results now show the text that matched, making it easier to understand why a record appeared.
- Review the matching phrase without opening every result.
- Use the evidence to refine the next search.
April 2026
Ask charts to refresh their data
Chart views can re-query live data so a follow-up investigation does not rely on a stale result.
- Refresh a chart from the view you are already using.
- Keep the chart shape while the data catches up.
Refine a briefing without rebuilding it
Briefings now make scope changes and saved-search creation part of the editing flow.
- Adjust the question behind a report in place.
- Save the new scope when the recurring question is right.
SiftGPT stays with you as you work
The assistant keeps its place, remembers the page you are on, and stays scoped to the work in front of you.
- Open SiftGPT beside a page without losing the page context.
- Keep the panel available as you move through an investigation.
Give queue managers a review view
Queue-level managers can now see the Inbox Review tab they need to keep work moving.
- Review the work that needs a decision from the right queue.
- Keep manager review close to the conversation and draft.
See segments, risk, and lifecycle together
The Segments dashboard brings personas, risk, lifecycle, and sentiment into one view.
- Compare groups without stitching together separate reports.
- Open a segment to understand the people behind it.
Explore users in a faster table
The users Explore table now loads continuously and adds value score context to the scan.
- Keep scrolling through a larger user set.
- Use value context to decide which profile needs attention next.
Save the inbox view you use every day
Saved views make it easier to return to the same inbox scope on the next shift.
- Save a useful combination of filters.
- Open the same working view when the next shift starts.
Build a dashboard by asking
The AI dashboard builder gives a natural starting point for a custom analysis.
- Describe the view you need before choosing every widget.
- Review and refine the generated dashboard in the editor.
Find pages and settings from one search
Global search in the command palette makes product navigation easier to discover.
- Search for a page instead of remembering where it lives.
- Open settings from the same navigation flow.
Share SiftGPT work and regenerate answers
SiftGPT now makes it easier to share a useful answer and try again when the first draft misses.
- Keep the question visible when you share the result.
- Regenerate an answer without losing the thread.
Custom dashboards get a stronger editor
Dashboard widgets, permissions, and editing now fit into a more coherent analysis workspace.
- Arrange the view around the question your team asks.
- Give the right people access to the result.
Open a channel with its story attached
Channel detail now brings an AI summary and analytics closer to the source you are inspecting.
- Understand a channel before opening every record.
- Move from the summary to the underlying activity.
March 2026
Custom dashboard charts are easier to trust
Dashboard chart fixes keep labels, values, and layouts aligned when a view changes.
- Keep the chart readable after editing the dashboard.
- See the right value when a widget reloads.
Filter the activity feed
Activity history can now be narrowed to the changes that matter during a review.
- Use search and filters in the activity feed.
- Keep the conversation history focused when a case is busy.
Ask SiftGPT for analytics with inline charts
SiftGPT can turn a question about customer work into an answer with a useful visual shape.
- Ask about workspace data without leaving the chat.
- Use the chart as a starting point for a deeper question.
A home that reflects your role
The home experience puts the work that matters most to each role closer to the surface.
- Start with a focused view of your team's work.
- Use role-aware analytics and shortcuts to get moving faster.
A smoother CSAT workflow
CSAT fixes make survey settings and close flows easier to understand and use.
- Manage survey behavior without getting stuck on the last setting.
- Keep the close experience aligned across supported channels.
A clearer settings home
Settings and the main sidebar now make the product structure easier to understand at a glance.
- Find important settings through a more focused navigation model.
- Keep the overview close while you configure the workspace.
A steadier work queue
Queue and message-box improvements make busy work areas easier to scroll and use.
- Keep long workflow tables usable while you review them.
- Write a reply without fighting a laggy editor.
A better record of what happened
The inbox Activity tab makes the story of a conversation easier to follow from first signal to next action.
- See assignments, status changes, and other activity in one timeline.
- Keep the conversation and its operational history together.
One AI chat for asking and doing
SiftGPT brings questions, analysis, and reply generation into one conversation with your workspace data.
- Ask about customer conversations without switching tools.
- Use generated replies as a starting point in the editor.
Put an AI reply directly in the editor
Generated replies now arrive where the team can review and refine them before sending.
- Start with a draft instead of copying text between surfaces.
- Keep the conversation visible while you edit the reply.
Shape reply guidance for your team
Teams can now define reply guidance per organization so drafts start closer to the right voice.
- Set guidance that matches the way your team responds.
- Keep the final decision with the person reviewing the draft.
See live source data in analysis
Source analysis can now work from live queries when a current view matters more than a cached snapshot.
- Ask a source question against a current window.
- Keep the result connected to the channel you are investigating.
Search dates in your own time zone
Search date filters now respect the time zone your team uses to understand a day.
- Set a date window without hidden UTC surprises.
- Keep daily analysis aligned with the team's working hours.
Cleaner Discord attribution
Discord agent messages now show the right attribution and handle mentions more safely.
- Keep replies connected to the right agent identity.
- Render mentions without adding confusing or unsafe text.
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