Set Up ‘Hand Off to Agent’ Scenarios

When to get more help addresses Contact reasons you do not want Sidekick to interact with. When Sidekick identifies an inquiry as one of the reasons detailed in this list, the Conversation instantly hands off to an Agent.

The “When to get more help” is made up of three key actions:

[A] View default transfer reasons

[B] Add supplemental transfer reasons

[C] Customize the transfer message sent to Customers when Sidekick hands off

Default transfer reasons

Below is a list of default transfer reasons already included in Sidekick Answers. These items are not removable or modifiable within the When to get more help tile.

• The customer is feeling sick because of our products or is injured by our products

• The customer is claiming to be an employee of the company

• The customer is requesting alteration to the company policy

• The customer is threatening legal action

• The customer is asking explicitly for a human or an agent

• The customer is either requesting or threatening escalation to the CEO, manager, supervisor, or someone who is in a position of authority at the company

• The customer is using a non-English language

By default, Sidekick will hand off any Conversation if a Customer asks a question in a non-English language

For more information about multi-lingual support on Sidekick Answers please contact Gladly Support.

Identify need for additional hand off scenarios

As you monitor Sidekick Answers in the first weeks after implementation, you may find that supplemental hand off scenarios should be added to best support your Customers. Use the Sidekick Conversations page to review Sidekick interactions and evaluate Conversations where you would have preferred an Agent to step in.

Take a look at the following areas in particular:

• Conversations with Sidekick handed off or Sidekick did not resolve outcomes

  • These Conversations ended with either a hand off to an Agent, or were passed up by Sidekick all together. Were any of these scenarios ones that Sidekick should have completed?

    • Consider removing any scenarios outlined in the “When to get more help” section that you would like Sidekick to attempt to engage with.

• Conversations that have failed the Hallucination Check

  • Would an added hand off scenario have helped avoid failing the quality check in any of these instances?

  • Include additional hand off reasons in the “When to get more help” section so that Sidekick can preemptively hand off any inquiries that may otherwise fail the quality check. This will allow Sidekick to provide Agents with a Handoff Summary and optimize your Sidekick set up.

Not all Hallucination Check failures are best solved by creating more hand off scenarios

Review tips for avoiding Hallucinations first.

Add supplemental hand off scenarios

Once identifying the need for additional hand off reasons, you can add them within the When to get more help tile by following these steps.

Review best practices for creating new hand off scenarios.

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

2. Select Guides.

3. Select When to get more help.

4. Click + Add.

5. Add a new handoff scenario.

6. Click Save.

Customize hand off message

A message is sent to the Customer indicating that Sidekick needs to transfer the Conversation to an Agent to better assist with the inquiry. To adjust the hand off message follow these steps.

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

2. Select Guides.

3. Select When to get more help.

4. Click into the Handoff message field.

5. Add the message content.

6. Click Save.

Handoff messages are required–by leaving the field blank Sidekick will default to “One moment please.”

Leaving this field blank will cause Sidekick to default to “One moment please.”