Set Up 'How to speak to customers'

You can teach how Sidekick to behave by adding advice in the How to speak to customers tile. Add more advice or adjust existing ones to fine-tune Sidekick’s behavior as you monitor performance over time.

To get started, some popular pieces of advice include:

• Response style: suggest replies are clear, succinct, confident, intelligent, empowering, helpful, informative.

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

• Voice: speak in active voice.

• Response length: suggest responses are concise and directly address the Customer's question in the first two sentences.

Review best practices for authoring advice

Think about writing advice for Sidekick similar to how you might write a Rule. Providing Sidekick with effective, impactful guidance is a pillar of success. Familiarize yourself with best practices for creating advice.

Advice order does not matter

Note that the order in which you add advice does not influence the priority in which Sidekick evaluates each item.

Add Advice

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

2. Click Guides.

3. Click How to speak to customers.

4. Click + Add Advice.

5. Add content.

6. Select which Guides should use this advice.

   Advice defaults to “No Guides”

   When you create new advice, it’s set to “No Guides” by default. You’ll need to manually select the Guides where you want the advice to apply.

7. Select which Channels should use this advice.

   Advice defaults to “No Channels”

   When you create new advice, it’s set to “No Channels” by default. You’ll need to manually select the Channels where you want the advice to apply.

8. Click Add.

Each Guide has a limit of 20 pieces of advice

Once a Guide has reached a maximum of 20 advice items, you will no longer be able to add advice to that Guide.

Edit Advice

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

2. Click Guides.

3. Click How to speak to customers.

4. Hover over the piece of advice.

5. Click

6. Modify content, Guide or Channel selections.

7. Click Add.

Delete Advice

1. Hover over a piece of advice.

2. Click .