The Basics tile provides Sidekick with the fundamentals. We suggest following certain guidelines as you configure Sidekick Answers to ensure optimal success.
Basics consists of three parts:
[A] Sidekick name
[B] Company name
Sidekick name
Consider how you would like Sidekick to introduce itself. This section allows you to provide Sidekick with the name and title it will use when engaging with Customers. For example, [Your Brand’s] Virtual Assistant.
Remove the Sidekick name for Sidekick Voice Guides
Learn more about Voice-specific best practices.
Company name
Provide Sidekick with the name of your company so that it’s able to use this information where appropriate in replies to Customers.
Company description
Provide Sidekick with details about your company in order to aid in crafting responses that align with your company’s overall tone.
Considerations for using Sidekick Answers with Chat embedded on a mobile app
We suggest explicitly mentioning that service can be provided both online or through the mobile app in the company description field. Customers may have questions about the app itself and including this information in the description can help reduce the number of handoffs to an Agent.
As an example, you might include a statement like this: “Our company provides a range of beauty and cosmetic products available to purchase both online and through a dedicated mobile app.”