# AI triage

> When a message arrives, Sift’s triage agent scores it for relevance and actionability, writes a title and summary, adds tags, and puts it in the right queue. Noise is closed before anyone has to look at it.

Canonical: https://www.getsift.ai/platform/triage/

## Every message read. Only the right ones reach your team.

When a message arrives, Sift’s triage agent scores it for relevance and actionability, writes a title and summary, adds tags, and puts it in the right queue. Noise is closed before anyone has to look at it.

[Read the docs](https://docs.getsift.ai/docs/sift-ai/ai-filtering)

Auto-close strategies **4**

Scores per message **Relevance + actionability**

DMs auto-closed **Never**

## What it does

### Relevance and actionability

Every new message gets a relevance score and an actionability score, so your inbox fills with work instead of noise.

### Titles, summaries, and tags

The agent writes a short title and summary and applies your tags. Both stay current as the conversation grows.

### Four auto-close strategies

Pick Disabled, Conservative, Standard, or Aggressive. Generic praise, off-topic mentions, duplicates, and spam close on their own. DMs are never auto-closed.

### Learned patterns

Sift spots recurring message shapes and proposes new auto-close rules. Nothing applies until an admin approves it.

### Brand profile

Tell Sift your industry, competitors, and what’s worth acting on. Triage uses it to decide what reaches the inbox.

### User rules and flags

User rules tag people overnight, including likely impersonators. Flags mark content for reporting without changing its score.

## Tune how much it closes

Start on Standard. Move to Conservative if you want more eyes on borderline posts, or Aggressive when volume spikes. A single tag exempts anything you never want closed.

## Tell it what matters to your brand

The brand profile gives triage your industry, competitors, and what’s worth acting on. Learned patterns surface recurring message shapes as rules an admin can approve.

## Where agents act, and where you decide.

Triage runs on every new message. You choose how much it closes, and you can always see why.

1. Agent
  **Score and summarize**
Relevance, actionability, a title, a summary, and tags on arrival.
2. Agent
  **Close the noise**
Applies your auto-close strategy. Tag a conversation to keep it open.
3. Agent
  **Queue the rest**
Routes actionable conversations to the queue that matches.
4. Person
  **Approve new rules**
Admins accept or skip the patterns Sift learns.

## Works across your channels

[All integrations →](https://www.getsift.ai/integrations/)

[X](https://www.getsift.ai/integrations/x/) [Instagram](https://www.getsift.ai/integrations/instagram/) [Facebook](https://www.getsift.ai/integrations/facebook/) [Threads](https://www.getsift.ai/integrations/threads/) [TikTok](https://www.getsift.ai/integrations/tiktok/) [YouTube](https://www.getsift.ai/integrations/youtube/) [LinkedIn](https://www.getsift.ai/integrations/linkedin/) [WhatsApp](https://www.getsift.ai/integrations/whatsapp/) [Telegram](https://www.getsift.ai/integrations/telegram/) [Discord](https://www.getsift.ai/integrations/discord/) [Discourse](https://www.getsift.ai/integrations/discourse/) [App Store](https://www.getsift.ai/integrations/app-store/) [Google Play](https://www.getsift.ai/integrations/google-play/)

## Questions

### Will Sift close something a customer needs?

DMs are never auto-closed, and you can exempt any conversation with a tag. Standard is the recommended strategy, and Conservative closes less.

### Does triage change old conversations?

No. Filtering applies to new inbound messages only.

### Can I see what was filtered?

Yes. The Relevancy dashboard shows irrelevant and non-actionable items and the hours saved.

## More of the platform

[**AI replies** Drafts in your voice, grounded in your knowledge.](https://www.getsift.ai/platform/ai-replies/) [**Knowledge base** The facts your agents answer from.](https://www.getsift.ai/platform/knowledge-base/) [**SiftGPT** Ask your data, get answers with sources.](https://www.getsift.ai/platform/siftgpt/) [**Inbox** Every channel in one keyboard-first inbox.](https://www.getsift.ai/platform/inbox/) [**Workflows** Rules and goals that route work for you.](https://www.getsift.ai/platform/workflows/) [**Analytics** Topics, sentiment, SLAs, and custom dashboards.](https://www.getsift.ai/platform/analytics/) [**Listening** Brand mentions you weren’t tagged in.](https://www.getsift.ai/platform/listening/) [**People** Advocates, detractors, and who’s going quiet.](https://www.getsift.ai/platform/people/) [**Moderation** Spam, policy, and blocked users.](https://www.getsift.ai/platform/moderation/) [**Quality & CSAT** QA agents, reviews, and customer scores.](https://www.getsift.ai/platform/quality/) [**Security & admin** Roles, audit log, and agent access controls.](https://www.getsift.ai/platform/security/)

## Watch triage clear a week of mentions.

Bring a sample of your inbox. We’ll show what Sift closes, keeps, and routes.