Assign an Agent for Resolved Conversations Handled by Sidekick

For integrations that require association with an Agent ID, you can assign an Agent to Conversations that have been handled and fully resolved by Sidekick without a handoff.

This setting is especially useful for CSAT integrations that must tie survey results or reporting data to a specific Agent record.

Before you start

• This setting is primarily used for CSAT integrations that need to associate responses with an Agent.

  • Once configured, Conversations fully resolved by Sidekick (without a handoff) will be automatically assigned to the selected Agent.

• Consider which Agent type makes the most sense for your reporting and integrations—CSAT results and other attribution data will be tied to this Agent.

• We recommend creating a new user specifically for Sidekick, using a clear name (for example, Sidekick User) so Admins and Team Managers can easily identify it in associated reporting.

Configure the assigned Agent

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

2. Click Settings.

3. Under the Agent Experience category, select Conversation Workflow.

4. Find the Sidekick Assigned Agent section.

5. Select the desired Agent from the dropdown.

   The dropdown menu will include all active Agent roles.

6. Click Save.

Example Scenario

A Customer reaches out with a question about an order status. Sidekick recognizes the intent, retrieves the relevant order information, and provides the answer—fully resolving the Conversation without a handoff to a live Agent.

Because the Conversation never reached a human, your CSAT integration does not have an Agent ID to associate with the interaction. By assigning a dedicated Sidekick User as the default Agent for these resolutions within Conversation Workflow settings, the CSAT system records Sidekick as the “Agent,” ensuring accurate tracking and enabling you to include Sidekick-handled responses in your CSAT reporting.