Connect or Disconnect Sidekick Profiles From An Entry Point

Use Sidekick Entry Points to control which Channels (e.g., Chat, Email, etc.) and Entry Points (e.g., email address, a Chat ID/widget) Sidekick is available in, allowing Customers to engage with Sidekick first before their question is resolved or before they are handed off to an Agent for human assistance.

The Sidekick Entry Points area is where you can connect or disconnect Sidekick to activate it on your selected Channels.

Connect Sidekick Profile to a Channel Entry Point

• Click on the top left corner of the screen.

• Click Guides.

• Click the list of Sidekick Profiles, then select Connect Entry Points.

   

• The Sidekick Entry Points page displays all available Sidekick Profiles.

Under the Entry Points column per Sidekick Profile [1], select which Entry Point(s) [2] you’d like the Sidekick to engage in [3] using the specific Sidekick Profile.

• You can select all Channel Entry Points at once if you want to use the same Sidekick Profile by clicking the Channel name [A], or select specific Entry Points [B].

• Tip

  • Entry Points already assigned to a Sidekick Profile are visible but unclickable.

  • There must be at least one Entry Point for the Channel to be available in the list.

  • Click the Sidekick Profile name to view it.

6. Click Save.

7. Saved Entry Points appear on the list.

   

   The Structured Threads pill appears, indicating if the Profile is configured as a Thread.

   

Disconnect Sidekick Profile from an Entry Point

1. From the Guides page, click the list of Sidekick Profiles, then select Connect Entry Points.

   

2. The Sidekick Entry Points page displays all available Sidekick Profiles.

3. Under the Entry Points column for the Sidekick Profile, uncheck the box next to the Entry Point, then click Save.