| REQUIRED USER ROLE Administrator and Team Manager | PERMISSION OVERVIEW View permissions by role |
Sidekick Profiles let you define how Sidekick behaves in different contexts — including its tone, decision-making behaviors, and the associated collection of Guides it can use. Create and manage Sidekick Profiles directly within the Guides interface.
Why use multiple Sidekick Profiles?
Many brands support more than one Customer experience. Multiple Sidekick Profiles allow you to tailor Sidekick’s behavior for each of those experiences while keeping everything organized in one place.
Each Sidekick Profile has a set behavior tiles, that influence Sidekick’s:
Voice and tone
Decision‑making behaviors
Which Guides Sidekick can reference
This makes it easy to ensure Sidekick responds appropriately depending on context.
Common examples include:
A retail storefront vs. a kids or outlet storefront
Regional brands or sub‑brands with different messaging styles
Experiences that require different levels of formality, empathy, or automation
For example, you might want a more playful tone and a specific set of Guides for a kids storefront, while your main retail store uses a more neutral tone and a broader Guide collection.
Before you start
You must have access to Guides as an Admin or Team Manager.
Sidekick must already be implemented for your organization.
Create your first Sidekick Profile
If you don’t have any Sidekick profiles set up yet, the Guides interface will guide you through creating one.
Select Guides from the main menu.
Click Create Sidekick Profile.
Enter a unique name for the profile.
Sidekick Profile names cannot be duplicates
You will only be able to save a new Sidekick Profile with a unique profile name.
Choose a name that clearly reflects its purpose (for example, Retail Store or Kids Store).
Click Create.
The new Sidekick Profile will appear in the profile drop down.
Navigate to the newly created profile to configure the profile’s behavior tiles and set up Guides.
Once saved, this profile becomes available for use with Sidekick and can be edited at any time.
Add additional Sidekick Profiles
If you already have one or more Sidekick Profiles, you can create additional profiles to expand your collection.
Select Guides from the main menu.
Click on an existing Sidekick Profile name.
Select Create Sidekick Profile.
Enter a unique name for the new profile.
Sidekick Profile names cannot be duplicates
You will only be able to save a new Sidekick Profile with a unique profile name.
Click Create.
The new Sidekick Profile will appear in the profile drop down.
Select the newly created profile to configure the behavior tiles and set up Guides for this profile.
These settings are independent from your other profiles.
Basic profile information, advice, transfer conditions as well as the associated collection of Guides is unique to each Sidekick Profile.
The new profile will be added alongside your existing profiles and can be managed individually.
Connect Sidekick Profiles to entry points
To make sure each profile is used in the right customer experience, you’ll need to connect profiles to Entry Points.
Entry Points represent the ways Customers contact you — such as chat widgets, email addresses, or SMS numbers. By connecting a Sidekick Profile to specific Entry Points, you control where and when that profile’s behavior is applied.
This is especially important if you use multiple profiles. For example, you might connect a Kids Store profile to the chat widget on your kids storefront, while your main Retail Store profile is connected to your primary support email or Chat Entry Points.
Connecting profiles to Entry Points ensures Sidekick uses the correct tone, behavior, and set of Guides for each Customer interaction.
For step-by-step instructions, see Connect or Disconnect Sidekick Profiles from an Entry Point.
Managing and updating Sidekick Profiles
You can return to the Sidekick Profiles section at any time to:
Edit profile names
Update behavior tiles
Adjust which Guides are available to each profile
Changes are saved per profile, allowing you to refine Sidekick’s behavior without affecting other experiences.