Sidekick beta
Once activated, Answer Threads can be accessed within the Sidekick beta view in Gladly Hero.
Click
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on the top left corner of the screen.Click Sidekick beta.
Click
again on the top left corner of the screen to reveal additional pages.
Answer Threads is comprised of three key pages.
[1] Contacts
[2] Advice
[3] Test Sidekick
Contacts
The Contacts page allows an Admin or Team Manager to view Customer Contacts who have engaged in a Contact with Sidekick generative AI features (i.e., Answer Threads.)
The Contacts page is key in monitoring Answer Threads performance
We suggest utilizing these pages to regularly review engagements between your Customers and Answer Threads. Review maintenance recommendations for steps to take to ensure top performance.
Advice
The Advice page allows an Admin to instruct the generative AI assistant as to how to behave, including what type of tone to use, when to transfer a Customer to an Agent, and which Answer Audiences and Languages to use.
Answer Threads has fixed safeties in place regardless of added Advice
Note that while adding Advice is strongly recommended, Answer Threads has built-in safeguards so that even without any added Advice, Sidekick will always transfer Customers who reply with something off-topic, abusive, or simply ask to speak with a human. Learn more about built-in Transfer Reasons and how to set up additional ones.
Test Sidekick
The Testing page allows an Admin to “talk” with the configured generative AI assistant and see how it responds by typing a message or using Customer inputs from a Conversation link.
Test thoroughly prior to turning on Answer Threads
Test thoroughly prior to turning on Answer Threads. We suggest testing using real customer responses after any change or enhancements to Advice. It's helpful to submit about ~20 tests with the same pool of customer inquiries to gauge how Answer Threads will engage after any adjustment to Public Answers or assistant personality.