Guidance provides Sidekick with detailed, step-by-step instructions necessary to complete each section. Think of authoring guidance similarly to writing a Standard Operating Procedure (SOP) for your team. Include all the activities required to complete a given task (e.g. providing a Customer with their order status, cancelling an order, initiating a return).
Add guidance to achieve the following goals:
Detail the the steps Sidekick should take within a Guide in order to execute on the Guide’s main objective. Include steps for various possible inputs (i.e. the process for tracking an order that has yet to be fulfilled is likely different then tracking an order that has already shipped. Provide guidance that covers all potential statues).
Reference other sections or Guides to provide more context, or move to subsequent steps within a workflow.
Define behavioral rules (e.g. the process for validating an order number).
Specify handoff criteria and subsequent messaging that should be provided to the Customer.
Best practices for writing guidance
Use guidance to prevent Sidekick from deviated from the current workflow
Example – Within an “Order Status” Guide consider adding guidance such as “If a customer asks about anything other than order information, remind them that you are only able to assist with help with their order.”
Use guidance to include simple validation “check points” throughout a Guide
Example – In a section directing Sidekick to look up or use a Customer’s order number in order to complete a series of steps, consider adding guidance such as “Check that an order number is numeric. If the order number contains letters, ask for a numeric order number.”
Add guidance to a section
Select the Guide within which you would like to add guidance.
Identify or add the section to input guidance.
Click into the section and input guidance as bulleted items.
Click Save.
