The Sidekick Conversations page contains all recent Customer interactions with Answer Threads, detailing its responses and decision-making process for answering questions or deciding when to hand off to Agents. This section of the Gladly platform contains details about how Gladly AI is set up and how Sidekick responds to Customers.
The Sidekick Conversation page is only visible to certain permission sets
This page can be accessed by Gladly users with Team Member or Admin permissions. It is not visible to Agents.
Find Sidekick Conversations
The Sidekick Conversations page lists recent conversations that Sidekick has had with Customers and provides real-time updates on how Sidekick is engaging. Use Search and Filters to find recent conversations where Sidekick used Answer Threads or Transaction Threads.
You can filter the list of recent Sidekick Answer Threads and Transaction Threads interactions using the following filters:
Status – Shows whether a conversation has already been closed or whether it’s still in progress. Possible values are In Progress or Closed.
Sidekick Outcome – Once Sidekick has completed its work on a Conversation, this filter will show the outcome of its interactions with the Customer. Possible values are Sidekick Did Not Respond, Sidekick Handed Off, and Sidekick Resolved. Here’s what those values mean:
Sidekick Did Not Respond = Sidekick transferred the conversation without sending a Generative AI response to the consumer. For example, the Customer types “Agent” before Sidekick sends a response generated by AI, and Sidekick immediately transfers to an Agent. These Conversations are not counted as Billable Sidekick Assisted Conversations.
Sidekick Handed Off = Sidekick responded to the consumer and handed off to an Agent without resolving the conversation.
Sidekick Resolved = Sidekick responded to the consumer and did not hand off to an Agent during the course of the conversation. This Sidekick Outcome is only applied to a conversation after it has been closed.
Type – Shows whether Sidekick responded to the Customer with an Answer Thread, based on information contained in your company’s Public Answers, or with a Transaction Thread, based on information contained in your company’s Guides. Possible values are “Answers” or “Transaction.”
Draft Answer Available – This filter is applicable to Customer interactions where Sidekick has responded or attempted to respond to the Customer using Answer Threads. Possible values are “Yes,” which will filter the conversation list to show only the conversations where a Draft Answer has been generated, and “No.”
If a Conversation has a Draft Answer available to review and add to your Answers repository, it will be indicated with the
icon.
Example use cases
Find Conversations where Sidekick has resolved the Customer issue without needing to hand off to an Agent by filtering the conversation list using Sidekick Outcome = “Sidekick resolved”.
Find Conversations where Sidekick has started to help the Customer but handed off to an Agent to resolve the inquiry by filtering the conversation list using Sidekick Outcome = “Sidekick handed off”. Applying the “Draft Answer Available” = “Yes” filter will show you conversations where Sidekick has proposed a potential Draft Answer that you could add to your company’s Public Answers in order to increase the likelihood of Sidekick responding to and resolving similar Customer inquiries in the future.
Find Conversations where Sidekick did not respond to the Customer using an AI-generated response and immediately handed off to an Agent to resolve the inquiry by filtering the conversation list using Sidekick Outcome = “Sidekick did not respond.” Applying the “Draft Answer Available” = “Yes” filter will show you conversations where Sidekick has proposed a potential Draft Answer that you could add to your company’s Public Answers to increase the likelihood of Sidekick responding to and resolving similar Customer inquiries in the future.
Interpret Sidekick Conversation details
Clicking into any Sidekick interaction from the Sidekick Conversation List will show you the details of the Customer inquiry, how Sidekick responded, and why Sidekick decided to respond to the Customer or to hand off to an Agent to resolve the Customer’s inquiry. Review Manage Answer Threads Conversation Page to understand how to leverage components of the Conversation Page for ongoing QA.
Conversation status
Every Customer interaction is accessible on the Conversations page, with real-time updates and statuses that provide insight into how Answer Threads engages with Customers.
Below is a table of possible Conversation statuses.
Status | Description |
|---|---|
In Progress Sidekick | Answer Threads is actively engaging with a Customer, and there’s no handoff attempt. |
In Progress Sidekick & Hero | Answer Threads is actively engaging with the Customer but is currently handing off the Conversation and waiting for the next available Agent. |
In Progress Hero | Answer Threads is actively waiting for the next available Agent because it couldn't provide an initial response that passes the quality check. |
Closed Sidekick & Hero | Answer Threads engaged with the Customer but had to hand off the Conversation to an Agent, and the Conversation ended. |
Closed Sidekick | Answer Threads resolved the Customer’s questions without needing to hand off to an Agent, and the Conversation has ended. |
Closed Hero | Answer Threads could not provide an initial response that passed the quality check, so it immediately handed it to an Agent, and the Conversation has ended. |
Along with the statuses above, displaying the Sidekick outcome, Conversations will also display a Closed or In Progress status.
A Closed status indicates that the Conversation has ended.
An In Progress status indicates that the Conversation is still ongoing.
For example, a Conversation status could be Sidekick handed off and In Progress if Sidekick replied to the customer, handed off to an Agent, and the Agent has not closed the Conversation yet.
Search Answers
Whenever a question is asked by a Customer [A], a query runs [B] to check if the Public Answer(s) exists [C] to provide an accurate response. The query highlights the Language [D], Audience [E], and Answer ID [F] of the Public Answer(s) used to generate a reply [G].
Quality Check
Every response to a question that Answer Threads generates, as shown on the Contacts page, undergoes a quality check and provides a Passed or Failed status.
Validation Check | Description |
|---|---|
Knowledge Check (Passed/Failed) | Checks if the answer to a question exists in a Public Answer. |
Hallucination Check (Passed/Failed) | Checks if the response generated aligns with Public Answer content and adheres to instructions and Advice configured for the generative AI assistant and the conversation's context. |
Unsupported Actions Check (Passed/Failed) | Checks if the response provides accurate instruction without implying it can take action, i.e., cancel an order. |
Original Bot Message | This doesn’t provide a status (Passed/Failed) but displays the message Answer Threads either responded with or would have responded with but transferred to an agent instead as a handoff. |
Draft Answers
Found on the Conversations page, Draft Answers could suggest one or more Public Answers by examining the messages exchanged with an Agent.
Drafts Answers smartly suggests a possible title [A], along with suggested content [B], and the rationale or reason [C] behind the suggestion.
A Draft Answer will be automatically generated for every Conversation that Sidekick has handed off to an Agent where the Agent has provided a response and closed the Conversation. Note that an Admin or Team Manager must first click into and review the Conversation before a Draft Answer is generated.
Clicking Add Answer creates a Public Answer to resolve similar questions more effectively in the future. Clicking Reject rejects the suggestion.
The Draft Answer will be added to your knowledge base with the following defaults:
Answer type: Public
Language: English (en-us)
Audience: none
If you’d like to make any changes to the answer content or update any of the above defaults before the answer is published, you can make adjustments after clicking Add Answer and then by clicking Save within the Answers Admin page. Don’t forget to associate the answer with the correct Audience, if you’re leveraging Multi-Audience support for Answer Threads.
Handoff to Agent
Answer Threads always indicates a hands off [A] to an Agent, denoted by the text “One moment please” [C], if at least one of the Quality Checks [B] fail.
Answer Threads will always hand off to an Agents whenever it cannot provide a proper initial or subsequent response.
The handoff message sent to a Customer during a handoff [C] shown as “One moment please” is currently not customizable.