Sidekick Availability/Visibility
  • 07 Oct 2022
  • 2 Minutes To Read
  • PDF

Sidekick Availability/Visibility

  • PDF

Sidekick follows display rules in which when certain conditions are met, the Sidekick icon will either be hidden, show Quick Actions, or show both Quick Actions and chat. 

Below are the factors considered for these conditions in the order of importance:

  1. Display Rules
  2. Sidekick Type
  3. Office Hours (Sidekick Configuration)
  4. Chat Volume Control

Display Rules

Use Display Rules to control the web pages where Sidekick is available/visible.

Self-Service typeenable search and quick actions sidekick

If "Enable Search and Quick Action" is checked – Allows Customers to view Quick Actions and see FAQs along with the chat option

  • Office is Closed If the office is closed (the current time is outside of your regular business/office hours) or chat is controlled (via Automatic Chat Control or Manual Chat Control), then the minimized Sidekick icon will display on your webpages configured in the Sidekick Display Rules. But if the Customer clicks the Chat With Us/Contact Us button at the bottom of the Sidekick, they will see your "out of office" message.
  • Office is Open If the office is open (the current time is within regular business/office hours) and chat is not controlled (via Automatic Chat Control or Manual Chat Control), the minimized Sidekick icon will display on your webpages configured in the Sidekick Display Rules. If the Customer clicks the Chat With Us/Contact Us button at the bottom of the Sidekick, they can start a chat request.

If "Enable Search and Quick Action" is not checked – Displays the chat option only

  • Office is Closed – If the office is closed (the current time is outside of regular business/office hours) and/or chat is controlled (via Automatic Chat Control or Manual Chat Control), the minimized Sidekick icon will not be visible on your website.
  • Office is Open If the office is open (the current time is within regular business/office hours) and chat is not controlled (via Automatic Chat Control or Manual Chat Control), the minimized Sidekick icon will display on select webpages configured in the Sidekick Display Rules.

Office Hours

Configure when Sidekick is available to Customers on your website. You can mark the day as Closed or configure a range of times that Sidekick is visible on your website. 

Click + Add Time Range to enter different time ranges you want Sidekick available. For example, if your team works from 6 AM to 6 PM, but you wish to hide Sidekick from your website to stop chat requests from 12 PM to 1 PM during your team’s lunch hour, this is possible with the time range setting.

sidekick range

Chat Volume Control

If chat is automatically throttled, it will automatically hide your chat option in Sidekick but continue to show Quick Actions.


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