Set Up Multi-Audience Support

Sidekick Answers can support multiple Audiences. If your organization’s Help Center is configured to serve more than one Audience, Sidekick Answers can also be configured for each Audience (or brand). Each Audience can be set up with its own Sidekick Answers configuration–pulling from its own subset of Public Answers and delivering unique guidance for each brand.

Before you start

To utilize multi-audience support with Sidekick Answers:

• Review Public Answers for each Audience.

• Consider customizing How to speak to customers or When to get more help tiles specific to each Audience.

Create a Sidekick-specific Audience for Sidekick Answers

Sidekick Answers relies on Public Answers in order to engage with Customers. The more robust this set of Public Answers, the more assistance Sidekick will be able to provide. However, there may be certain Answers not suited for general access through the Help Center. For content you would like Sidekick to respond to, but don’t want to make widely available, we recommend creating a new Audience for Sidekick.

As you create a new Audience, be sure to consider:

• A name for this Audience that will allow Agents to easily recognize the intent.

  • E.g. “Sidekick Answers.”

• The Public Answers you would like associated with this Audience for Sidekick to access.

• Any new Public Answers you will need to create to cover topics for Sidekick to assist with.

Confirm details for Public Answers surfaced by Sidekick Answers

Use the quality check within the Sidekick Conversation page to validate the language and Audience linked to Answers referenced by Sidekick. To review the details of a given Public Answer leveraged by Sidekick:

1. Go to the Sidekick Conversations page within Guides.

2. Click on a Conversation that includes a Sidekick Conversation status.

3. Look at the quality check response.

4. Uncollapse the Public Answers(s) used.

5. Click into the Public Answer(s) that Sidekick has surfaced.

6. Review the Audience, Language, and Answer content within the Answer editor.

If you need to change the associated Audience for the Public Answer, you can edit the Audience within Settings > Answers.

Associate Sidekick Answers with an Audience(s)

Now that you have reviewed your existing Audiences and considered which one(s) to associate with Sidekick, you’re ready to configure your Sidekick Answer Guide to pull from one or multiple designated Audiences.

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

2. Select Guides.

3. Select Answers under Active Guides.

4. Click

5. Select Edit.

6. Select the Audience you would like to associate with Sidekick Answers from the drop-down.

7. Click Save.

   Sidekick Answers will default to pull from all existing Public Answers, across Audiences

   Specify the discrete Audience(s) that Sidekick should reference. You may add multiple Audiences.

Sidekick will reference a maximum of 3 Public Answers per Audience for each generated message

If Sidekick is configured to pull from multiple Audiences, it will reference a greater number of Public Answers. For example, if 2 Audiences have been configured, then the maximum Answer results increases to 6 for each message that Sidekick generates.