Set Up and Edit Advice

You can teach how Sidekick to behave by setting up advice in the How to speak to customers tile. During the initial setup of Sidekick Answers, some foundational pieces of advice were likely added to get things started. But don’t worry – you can always add more guidance or adjust existing ones to fine-tune Sidekick’s behavior just how you want it.

As you monitor exchanges between Customers and Sidekick, you may need to modify or enhance content within How to speak to customers.

To get you started, some popular pieces of advice include:

• Response style types that suggest replies should be Clear, Succinct, Confident, Intelligent, Empowering, Helpful, Inclusive, Informative.

• Tone to maintain a consistently friendly and welcoming tone to ensure customers feel valued and understood.

• Voice to speak in active voice.

• Response length to so responses are concise, limited to 100 words or less, and directly address the Customer's question in the first two sentences.

Review best practices for authoring advice

Providing Sidekick with effective, impactful guidance is a pillar of success. Familiarize yourself with best practices for creating advice.

Write guidance within “How to speak to customers” clearly and concisely

Think about writing advice for Sidekick similar to how you might write a rule. The title you provide for each piece of advice  is for internal organization only, it does not impact Sidekick’s reply.

Note that the order in which you add advice does not influence the priority in which Sidekick will evaluate guidance.

Edit When to get more help content

1. Click  on the top left corner of the screen.

2. Click Guides.

3. Click How to speak to customers.

4. Click + Add.

5. Add or edit the content.

6. Click Save.

Delete Advice

1. Hover over a piece of advice.

2. Click .

Review the personality configuration set up

Be sure to consider best practices when adding or enhancing advice.