Author Sections

The sections within a Guide break down the overall task into clear, logical steps making complex workflows easy to manage. A Guide is composed of at least one section. Section components can include:

Before you start

Section names matter
- Provide each section with a name that describes the action taken within that step obviously and succinctly.
- Examples –
  - “Look Up Customer by Email.” An initial step within an “Order Status” Guide is to look up the Customer in order to provide more detail on a given order. Titling this section “Look Up Customer by Email” clearly states the exact actions the Guide will take within this step, including what type of data to use to find the Customer.
  - “Begin Cancel Order.” A “Cancel Order” Guide will detail all the possible steps to take in order to complete a cancellation request. There are several conditions to evaluate before an order can be cancelled (i.e. what time was the order placed, has the order been fulfilled yet, etc.) A section titled “Begin Cancel Order” indicates that the cancellation process has been initiated, but does not imply completion.
  - “Ask for Cancellation Reason.” Another element of a “Cancel Order” Guide may be collecting and evaluating information in order to determine cancellation eligibility. A section titled “Ask for Cancellation Reason” conveys that additional information is needed and avoids premature confirmation of order cancellation.
The Guide will not always complete sections sequentially
- A Guide will always begin a workflow with the first section. After it has completed steps within the initial section, the order in which it addresses other sections is flexible.
- Sidekick accounts for a variety of inputs in order to determine the order in which sections should be executed. While sections may not be completed chronologically, content in each will be acknowledged and completed where appropriate.

Best practices for writing sections

Begin the Guide with an overview section
- Sidekick will always review the initial section first, before addressing others. Add a section detailing what the Guide will cover at the top of the workflow to provide Sidekick with a summary of the steps outlined in the Guide.
- Example – Begin a “Track Order” Guide with a section titled “Customer is asking about their order status” and the following pieces of guidance:
  - The customer is asking for information on their recent order or the status of the shipment.
  - This Guide covers how to help the customer get information about their order and provide updated tracking information, if available.
  - To begin, determine if the order information already exists. If the order information exists, go to track order with order number section. If the order information does not exist, then go to look up orders with email section.
Include any critical handoffs that Sidekick should identify in the initial overview section
- Include a piece of guidance in the overview section that details any scenarios where Sidekick should hand the Conversation off to an Agent right away.
- Example – “If the Customer mentions multiple orders, hand the Conversation off to an Agent.”
When writing guidance that includes questions, limit to one question per section
- Example – “Ask the Customer for their zip code and wait for their response.”

Add a section to a Guide

Select the Guide within which you would like to add a section.
Click + Add Section below the last existing section.
Name the section.
Selection an Action (where applicable).
Add guidance.
Click Save.

Rearrange Guide sections

Select the Guide within which you would like rearrange sections.
Hover over the section.
Click
Drag and drop in the desired location.
Click Save.