# AI Social Customer Service

> Sift's agents sort DMs, mentions, and comments, draft replies in your voice, and route the rest to the right person.

Canonical: https://www.getsift.ai/social-support/

## Answer every customer, on every channel.

Agents sort the inbox and draft replies. Your team sends.

## How a message gets handled.

1. Agent **Read**
Summarizes and tags it.
2. Agent **Filter**
Closes spam and chatter.
3. Agent **Route**
Sends it to the right person.
4. Person **Reply**
Edits the draft and sends.
5. Agent **Follow up**
Asks for a rating.

## Review less.

Sift closes the noise, so your team only sees messages that need a reply.

- Four filtering levels, or off
- Tag a conversation to always keep it

[How triage works](https://www.getsift.ai/platform/triage/)

Example Illustrative

100 messages in

↓

## Start from a draft.

Every reply starts from your help docs, the conversation, and your brand voice.

[How AI replies work](https://www.getsift.ai/platform/ai-replies/)

## The right person, first time.

Queues send each conversation to the team that owns it.

- Assign by skill and workload
- Reply targets per queue

[How routing works](https://www.getsift.ai/platform/workflows/)

## Reply where they are.

Replies post back to each channel as your brand. Public, private, and internal notes are color-coded.

[Explore the inbox](https://www.getsift.ai/platform/inbox/)

## See where it’s busy.

Live response times and workload, by queue and by person.

[Explore analytics](https://www.getsift.ai/platform/analytics/)

## Learn from every reply.

### Customer ratings

A quick survey when a conversation closes.

[Quality & CSAT](https://www.getsift.ai/platform/quality/)

### QA grades

Agents grade replies against your checklist.

[QA agents](https://www.getsift.ai/platform/quality/)

### Trends

See what customers ask about most.

[Customer insights](https://www.getsift.ai/voice-of-the-customer/)

## Your channels. One inbox.

Bring messages, reviews, and community conversations together for your agents and team.

[X](https://www.getsift.ai/integrations/x/) [Instagram](https://www.getsift.ai/integrations/instagram/) [Facebook](https://www.getsift.ai/integrations/facebook/) [TikTok](https://www.getsift.ai/integrations/tiktok/) [YouTube](https://www.getsift.ai/integrations/youtube/) [Threads](https://www.getsift.ai/integrations/threads/) [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/) [App Store](https://www.getsift.ai/integrations/app-store/) [Google Play](https://www.getsift.ai/integrations/google-play/)

[See all integrations](https://www.getsift.ai/integrations/)

Built for teams at

coinbase Circle![ElevenLabs](https://www.getsift.ai/logos/elevenlabs.svg)

## See it on your channels.

We’ll show agents sorting and drafting replies to conversations like yours.

## Questions

Social customer service with Sift.

### Can Sift send replies on its own?

Drafts wait for a person. Auto-reply bots send on their own only where you set them up.

[How agent approvals work](https://www.getsift.ai/agents/)

### What does a draft use?

Your knowledge base, the conversation so far, and your voice and tone settings.

[How AI drafts work](https://docs.getsift.ai/docs/sift-ai/ai-responses)

### How much does filtering close?

You choose: off, conservative, standard, or aggressive. Tag any conversation to keep it open.

[Filtering controls](https://docs.getsift.ai/docs/sift-ai/ai-filtering)

### Which channels work?

Social, messaging, reviews, and community. What you can do varies a little by channel.

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