A Guide name and description should clearly indicate the purpose of the Guide. Sidekick uses the Guide name to match the Customer inquiry with the correct type of Guide. For this reason, it’s important to avoid vague terms and name the Guide in alignment with the core action the Guide will take when engaging with the Customer.
Consider the following examples of ideal Guide names and descriptions:
Track Order: Handles customer questions about order status, delivery location, or estimated arrival.
Returns & Exchanges: Supports returns, exchanges, or refund requests for existing orders.
Cancel Order: Assists with cancelling orders before shipment or immediately after purchase.
Modify Order: Helps change order details (item, quantity, address) before shipment.
Best practices when adding a Guide name and description
Use straightforward, universal language.
Be specific about the procedures or tasks covered.
Note the types of workflows that may not be included in a given Guide.
Example – “This Guide covers a Customer’s request to update their account information. This Guide is not intended to cover resetting a password or updating an email address.
Regularly review and update for accuracy as business needs change.
Add name and description to a Guide
Select the Guide you would like to name.
Click into the Guide name field.
Name the Guide.
Click into the description field.
Add a description.
Click Save.