Guides Interface Overview

A Guide is a set of instructions designed to help an AI Agent manage a specific task prompted by a Customer inquiry, such as “Track Order” or “Cancel Order.” Each Guide is built from modular components in order to execute a desired workflow.

Navigate to Guides

Once activated, Guides can be accessed within the Guides view in Gladly Hero.

1. Click  on the top left corner of the screen.

2. Click Guides.  

   

Guide interface

• [A] Guidebook – A collection of individual Guides that take actions and answer questions dependent on the type of Customer inquiry.

• [B] – Test and more options – Test current Guide configurations, rename or duplicate Guidebooks.

• [C] Behavior tiles – Configure Sidekick fundamentals, overall tone, and scenarios that require an Agent.

• [D] Guide status – View Guides within Active, Inactive or Draft statues.  

• [E] Answers Guide – Reply to Customer questions using information available as Public Answers.

• [F] Actions Guide – Help Customers by gathering information, taking actions, and providing responses.

  • Note – “Returns” is only an example of an action Guide name. Learn more about naming Guides.

Influence Guide behavior with three key tiles

Tiles present within each Guidebook shape action and answer Guide behavior:

• [A] Basics

• [B] How to speak to customers

• [C] When to get more help

Basics

The Basics tile includes fundamental information about the AI assistant. This is where an Admin can provide Sidekick with name, role and company details that will help Sidekick represent itself accurate to the Customer. Learn about recommended best practices to follow when setting up Basics.

How to speak to customers

The How to speak to customers tile allows an Admin to instruct the generative AI assistant as to how to behave, including what type of tone and communication style to use with Customers, and how to incorporate brand voice into responses. Learn more about recommended best practices to follow when adding advice within How to speak to customers.

How to speak to customers tile is applicable to Answer Guides only

Guidance provided within this tile influences influence Sidekick’s behavior within Answer Guides exclusively. Author guidance within action-based Guides within the Guide directly.

When to get more help

The When to get more help tile allows an Admin to list specific scenarios where Sidekick should hand the Conversation off to an Agent. For instance, if specific product issues raised by a Customer are better handled by a human agent, an Admin can include this type of inquiry as a handoff scenario and Sidekick will immediately transfer the Conversation to an Agent. Learn more about best practices for configuring handoff scenarios.

A set of default transfer reasons is already built into the product

Guardrails exist to identify when a Customer inquiry should be automatically transferred before Sidekick provides a response.

Test Sidekick

The Test Sidekick page allows an Admin to “talk” with the configured generative AI assistant and see how it responds by typing a message in the same manner as Customer might reach out to your team.

Test thoroughly after making adjustments within any Guide tiles

We suggest testing using real customer responses after any change or enhancements to your Sidekick set up.

For Answer Guides, be sure to test after any adjustments to Public Answers as this can impact the information Sidekick may provide to the Customer.