Add existing Topics directly within your Sidekick Guide to better understand why Customers are reaching out and to enable automation workflows for Conversations handled by Sidekick. This gives your team better visibility into Contact drivers and ensures that Sidekick-led Conversations are categorized consistently—just like any other Customer interaction.
You can add Topics to the overall Guide or to individual Guide sections for more precise control.
Why add Topics to a Guide?
By linking Topics to a Sidekick Guide:
You’ll gain insight into Contact reasons for Conversations handled by Sidekick.
You can trigger automations—for example, sending a CSAT survey—based on those Topics.
You’ll maintain consistent categorization and reporting, even when interactions are fully automated.
Add Topics to a Guide
From the Guides page, select the Guide you want to apply Topics to.
Click the Select Topic dropdown.
Choose up to three Topics you’d like to add.
Click Save.
You can only add active Topics
Archived Topics won’t appear in the dropdown. Learn more about archiving Topics.
Add Topics to a section
From the Guides page, select the Guide you want to apply Topics to.
Navigate to the section where you want to apply Topics.
Click the Select Topic dropdown.
Choose up to three Topics you’d like to add.
Click Save.
Guide-level Topics take priority
If a Topic has already been selected at the Guide-level, it won’t be available for selection within sections.
How Topics are applied during a Sidekick Conversation
When a Sidekick Guide runs:
As each Guide section is triggered, its selected Topics are automatically added to the Conversation.
If Sidekick does not reach a particular section in the workflow, Topics for that section won’t be added.
This ensures that only relevant Topics—those tied to the specific steps Sidekick completes—are attached to each Conversation.