Sift vs Emplifi
The agent-first
Emplifi alternative.
Sift is built for social care and answering customers from day one. Agents read every conversation as it arrives, fill your fields, route it and draft the reply, with SLAs, CSAT and QA underneath, so your team spends its time on the replies that need a person.
Set us up for refund and outage conversations on X and Instagram. Pull the order number into a field and give me a weekly view.
Example: setup done by an agent
Built for care
from day one.
Sift is made for responding to customers on social. No long setup, no services for everything, and no paying to store your own data.
Live on day one
Connect a channel and agents start drafting within the hour. They build the labels, queues, fields and dashboards from a description of how you work.
No services for every change
Change routing, labels or fields by asking. No ticket to a Success Manager, no statement of work, no waiting on a services team.
Your data, no storage fees
Your full conversation history stays searchable and exportable. You never pay to keep or reach your own data.
What Emplifi costs a care team beyond the license
- Care plans are quote only, and AI Reply Assistant is limited to higher tiers.
- Fuel AI runs on credits after a free trial, with no published price.
- The AI works when someone asks it to, so rules and labels still need upkeep.
- Listening, chatbots and extra profiles are add-ons.
Their AI reads.
Sift's agents act.
Most AI in social tools answers questions about your data. In Sift, agents do the work on every conversation, and your own AI tools can too.
Emplifi AI today
- Fuel AI, launched July 2026, explains results, builds reports, bulk-labels posts and creates SLAs and queues when a user asks, with approval for every change.
- Fuel MCP server connects Claude, ChatGPT, Cursor and Codex with the signed-in user's permissions.
- AI Case Summary and AI triage inside Care. AI Reply Assistant is limited to higher tiers.
- Service Orchestrator, the care agent for triage and routing, is marked coming soon.
Sift agents
- Agents read, tag and score every conversation on arrival.
- Agents fill your custom fields and close-out forms.
- Agents route on what they understood and draft from your knowledge base.
- Your AI tools act over MCP: about 800 operations, each permission-checked.
Agents do the work,
including the setup.
Our own team onboards customers by talking to Sift through MCP. Your team can work the same way: say what you want, review what the agent built, and apply it.
01 · In-app agent
An agent that does anything you can do in Sift.
SiftGPT searches conversations, compares trends, builds dashboards, sets up rules and prepares briefings. It works with your data and inside your permissions.
What drove refund complaints this week?
Payment delays doubled since Monday. 212 conversations · Saved to Refunds dashboard
Still no refund for my order and it has been 9 days. Order 48213.
02 · Fields and forms
Fields and forms fill themselves.
Agents label every conversation and customer, pull out details like order numbers, and complete close-out forms. Your team reviews instead of typing, and your reports stay complete.
03 · MCP server
Run Sift from Claude, ChatGPT or your own agent.
Sift's MCP server gives outside AI tools the same data and actions your team has: search, analytics, settings, dashboards and reply drafts. Admins choose who can connect and who can send.
Add a "Delivery damage" label, route it to Claims, and tell me how many we had last week.
Done. 64 conversations last week, 41 on Instagram. New ones now go to Claims.
https://mcp.getsift.ai/mcp 5 or more posts mention an outage within 10 minutes on X
Label them Outage, send them to the Incidents queue, alert #social-ops in Slack, and draft a holding reply
04 · Automations
Describe the automation. Agents build it.
Say what should happen when a conversation arrives. Agents write the conditions, routing, alerts and follow-up, and you approve the result before it runs.
Everything you run today
The old way still works.
Agents sit on top of a full care platform. Queues, assignment, SLAs, required fields, macros, approvals, CSAT and audit history all work the way your team runs them in Emplifi, so nothing is lost when you switch.
Empathetic opening and a clear next step. Missed confirming the refund timeline in the first reply.
Queues and assignment
- Any saved search can be a queue
- Push, pull or AI assignment, set per queue
- Skills, capacity caps and tiebreaks
- Custom agent statuses with auto-away
SLAs and statuses
- First response and resolution targets
- Business hours, holidays and escalation
- Up to 5 custom statuses
- Required fields and forms before close
Quality and CSAT
- Native CSAT surveys
- Estimated CSAT on every conversation
- AI QA against your rubric on 100% of closed conversations
- Reply approvals per queue and per person
Agent tools
- Multi-step macros
- Saved replies with variables
- Translation in both directions
- Link and merge, one profile across channels
Admin and integrations
- Audit log of every settings change
- PII masking
- Signed webhooks
- Slack app for questions, alerts and briefings
What changes
day to day.
In rules-based tools, admins and support staff do this work by hand. In Sift, you ask for it.
Edit the taxonomy, update keyword rules, retrain the team.
Tell an agent. It adds the label and starts applying it.
Build a rule per channel and queue, then test it.
Ask for the routing. The agent writes the rule for you to approve.
Bulk-tag by hand or export to a spreadsheet.
Agents label every past conversation in the background.
Staff type the same answers on every ticket.
Agents fill the form from the conversation. People check it.
Pull exports, build charts, write the summary.
Schedule an agent to send the report every Monday.
File a request with whoever owns the dashboards.
Ask SiftGPT, or ask Claude or ChatGPT connected to Sift.
Sift and Emplifi,
side by side.
Built for care, not bolted on. Every Emplifi detail links to its source below the table.
| Sift | Emplifi | |
|---|---|---|
| AI reads every message on arrival | ✓Summary, intent, priority, and 1 to 10 scores with reasons. | ◐AI triage and case summaries. Sentiment tags on TikTok comments. |
| AI tags with your taxonomy | ✓Your own tag groups, plus themes that update nightly. | ◐Fuel AI bulk-labels posts when a user asks, with approval. |
| AI fills custom fields | ✓Any field type, with confidence, reason and source. Close-out forms arrive prefilled. | ✕Case fields exist. Not documented as filled by AI. |
| Routing | ✓Queues route on any AI field, with skills, capacity caps and a recorded reason. | ✓Skills-based routing, Flow Automations, auto-assign and capacity by status. |
| Reply drafts | ✓Every channel, grounded in your synced help center, citing the articles used. | ◐AI Reply Assistant on higher tiers. Fuel AI drafts on request. |
| An AI agent that works conversations | ✓Goals tag, route, fill, draft and close within your policy, on public and private channels. | ◐Service Orchestrator for triage and routing is marked coming soon. Emplifi Bot answers common questions. |
| Your AI over MCP | ✓Reads and acts: conversations, analytics, dashboards, automations, AI goals and settings, with user permissions. | ✓Fuel MCP server for Claude, ChatGPT, Cursor and Codex, with the user's permissions. |
| SLAs | ✓First response and resolution targets, business hours, holidays and escalation. | ✓Response and resolution targets by priority, live timers, business hours and breach alerts. |
| CSAT and QA | ✓Native CSAT surveys, estimated CSAT on every conversation, and AI QA on 100% of closed ones. | ◐CSAT scores on dashboards. Surveys and QA scoring are not documented. |
| Translation | ✓On by default. Agents read in their language, customers get replies in theirs. | ✓Inbound, outbound and internal-note translation. |
| Channels | ✓Social, messaging, Discord, Telegram, communities, app stores and reviews. | ◐Facebook, Instagram, X, YouTube, LinkedIn, WhatsApp, TikTok and Google Business Profile. No Discord, Telegram or app store reviews documented. |
| Pricing | ✓Care AI included, no per-feature AI add-ons. Quoted on channels, volume and agents. | ◐Care plans quote only. Social Marketing from $1,249 a month. AI Reply Assistant on higher tiers; Fuel AI credits after a trial. |
✓ Documented and available◐ Partial, rules-based, gated or add-on✕ Not available or not documented
Sources: Emplifi pricing · Emplifi social customer care · Emplifi Care documentation · Fuel AI · Emplifi product updates 2026 · Emplifi Autumn Release 2026 · Sift MCP documentation
Moving from Emplifi,
at your pace.
A focused team can move in a few weeks. A global enterprise usually runs a phased migration over a few months, with our team alongside. Either way, agents do most of the setup and your team reviews it.
- Plan
Map what you run today
Channels, tag taxonomy, queues, SLAs, saved replies, reports, roles and integrations. We agree what moves, what changes and the order.
- Build
Agents build the matching setup
Agents create the labels, fields, routing, SLA policies and dashboards from your current setup. Your admins review and approve each change.
- Run
Run side by side
Live conversations flow into Sift while the old platform stays on. Your team checks tagging, routing and drafts against what they expect.
- Cut over
Move team by team
Switch channels, regions or teams over when they are ready, then turn on automatic sending where you trust it.
Bring your channels.
Social, messaging, community and app reviews in one inbox, so agents work from the whole conversation.
Explore integrationsYou decide what agents can do.
Admins choose who can use agents and who can send through them, per role and per person. Auto-send runs only where you turn it on.
Visit the Trust CenterPeople approve what matters.
Setup changes can wait for approval, and replies prepared from an outside AI tool always need a person to confirm.
Everything is recorded.
Every tool call is logged. Sift is ISO 27001 certified, SOC 2 compliant and GDPR compliant.
Where Emplifi is strong
Questions to ask Emplifi
- Does any AI tag, route or fill fields on every new conversation without someone asking it to?
- When is Service Orchestrator generally available, and on which plan?
- Which AI features need the higher Care tiers, and what do Fuel AI credits cost after the trial?
Sift fits if
Emplifi may fit better if
Is Sift a replacement for Emplifi?
For social care, community and listening, yes: the inbox, queues, SLAs, CSAT, QA, AI triage and replies, and reporting. If you also use Emplifi for UGC, ratings and reviews on product pages, or social commerce, Sift does not replace those.
Doesn't Emplifi have AI agents and MCP too?
Yes. Fuel AI and the Fuel MCP server can build reports, label posts and create queues and SLAs when you ask, with approval. Sift's agents also work on their own on every conversation as it arrives: they tag, fill fields, route and draft, within the policy you set.
Do we keep SLAs, CSAT and QA if we switch?
Yes. Queues, push and pull assignment, skills and capacity, SLA policies with escalation, required fields before close, macros, approvals, CSAT surveys and audit history all work the way your team runs them in Emplifi today. Agents add to that work. They do not replace the controls.
Are there services or data storage fees?
No. Agents do the setup and handle changes, so there is no services contract for routine work, and your full conversation history stays yours with no fee to store or reach it.
How long does a migration take?
It depends on your size. A single channel can be drafting replies within an hour. Focused teams usually move in a few weeks, and global enterprises run a phased migration over a few months, moving channels, regions or teams one at a time. Agents do most of the setup, so the time goes into reviewing and sign-off, not building.
Who configures Sift?
Mostly agents. You describe what you want, and Sift's agents build the routing rules, labels, fields, automations and dashboards for you to approve. Our own team onboards customers this way, through Sift's MCP server.
What moves over from Emplifi?
Your channels, saved replies, knowledge sources, and the way you tag, route and report. Describe your current setup, and agents build the matching labels, queues, rules, fields and dashboards in Sift.
Can agents send replies without a person?
Only where you allow it. Review is the default, and auto-send is set per goal for high-confidence replies. Replies prepared from an outside AI tool always need a person to confirm them in Sift.
Which channels does Sift cover?
X, Instagram, Facebook, TikTok, YouTube, WhatsApp, Discord, Telegram, community forums, and App Store and Google Play reviews. Available actions vary by channel.
Is our data secure?
Sift is ISO 27001 certified, SOC 2 compliant and GDPR compliant. Your data is used for your agents only and is never shared across customers. Every agent and MCP tool call is logged.
How is Sift priced compared to Emplifi?
Emplifi's Care plans are quote only, with AI Reply Assistant on higher tiers and Fuel AI on credits. Sift quotes on the channels you connect, your conversation volume and the agents you use, with care AI included.
Put your social agents to work.
See how Sift’s agents can handle conversations, find what matters, and bring your team in when needed.