The Sidekick Conversations page contains all recent Customer interactions with Sidekick, detailing its responses and decision-making process for answering questions or deciding when to hand off to Agents. This section of the Gladly platform contains details about how Gladly AI is set up and how Sidekick responds to Customers.
The Sidekick Conversation page is only visible to certain permission sets
This page can be accessed by Gladly users with Team Member or Admin permissions. It is not visible to Agents.
Find Sidekick Conversations
The Sidekick Conversations page lists recent conversations that Sidekick has had with Customers and provides real-time updates on how Sidekick is engaging. Use Search and Filters to find recent Conversations where Sidekick engaged.
Sidekick Conversation history is preserved for 30 days
When searching for historical Conversations within the Sidekick Conversations view, keep in mind that Conversations are only available for 30 days after the Conversation was first created.
You can filter the list of recent Sidekick interactions using the following filters:
Status – Shows whether a conversation has already been closed or whether it’s still in progress. Possible values are In Progress or Closed.
Sidekick Outcome – Once Sidekick has completed its work on a Conversation, this filter will show the outcome of its interactions with the Customer. Possible values are Sidekick Did Not Respond, Sidekick Handed Off, and Sidekick Resolved. Here’s what those values mean:
Sidekick Did Not Respond = Sidekick transferred the conversation without sending a Generative AI response to the consumer. For example, the Customer types “Agent” before Sidekick sends a response generated by AI, and Sidekick immediately transfers to an Agent. These Conversations are not counted as Billable Sidekick Assisted Conversations.
Sidekick Handed Off = Sidekick responded to the consumer and handed off to an Agent without resolving the conversation.
Sidekick Resolved = Sidekick responded to the consumer and did not hand off to an Agent during the course of the conversation. This Sidekick Outcome is only applied to a conversation after it has been closed.
Type – Shows whether Sidekick responded to the Customer using an Answer, based on information contained in your company’s Public Answers, or with an Action, based on information contained in your company’s Guides. Possible values are “Answers” or “Actions.”
Channel – Shows the Channel on which the Conversation took place. Possible values are “Chat,” “SMS,” or “Phone Call.”
Example use cases
Find Conversations where Sidekick has resolved the Customer issue without needing to hand off to an Agent by filtering the conversation list using Sidekick Outcome = “Sidekick resolved”.
Find Conversations where Sidekick has started to help the Customer but handed off to an Agent to resolve the inquiry by filtering the conversation list using Sidekick Outcome = “Sidekick handed off”.
Find Conversations where Sidekick did not respond to the Customer using an AI-generated response and immediately handed off to an Agent to resolve the inquiry by filtering the conversation list using Sidekick Outcome = “Sidekick did not respond.”
Interpret Sidekick Conversation details
Clicking into any Sidekick interaction from the Sidekick Conversation List will show you the details of the Customer inquiry, how Sidekick responded, and why Sidekick decided to respond to the Customer or to hand off to an Agent to resolve the Customer’s inquiry. Review Manage Sidekick Conversations Page to understand how to leverage components of the Conversation Page for ongoing QA.
Conversation status
Every Customer interaction is accessible on the Sidekick Conversations page, with real-time updates and statuses that provide insight into how Sidekick engages with Customers.
Below is a table of possible Conversation statuses.
Status | Description |
|---|---|
Sidekick resolved, Closed | Sidekick resolved the Customer’s questions without needing to hand off to an Agent, and the Conversation has ended. |
Sidekick handed off, In Progress | Sidekick engaged with the Customer but had to hand off the Conversation to an Agent, and the Conversation is still in progress. |
Sidekick handed off, Closed | Sidekick engaged with the Customer but had to hand off the Conversation to an Agent, and the Conversation ended. |
Sidekick did not respond, In Progress | Sidekick could not provide an initial response that passed the quality check, so it provided a summary and handed off to an Agent. The Conversation is still in progress. |
Sidekick did not respond, Closed | Sidekick could not provide an initial response that passed the quality check, so it provided a summary and handed off to an Agent. The Conversation has ended. |
Quality check
Every response to a Customer inquiry that Sidekick generates undergoes a quality check before reaching the Customer. The quality check runs in the background for each response proposed by Sidekick and safeguards against Sidekick providing incomplete or inaccurate replies. Quality check results are visible to Admins and Team Managers within individual Conversations in the Sidekick Conversations page. Components within the quality check will vary depending on whether Sidekick’s response passed or failed a series of checks.
The quality check is powered by three core algorithms, outlined in the table below.
Check Type | Description |
|---|---|
Contact Us Check | Ensures Sidekick refrains from directing Customers to “customer service” as a separate entity. Sidekick’s responses will fail when it creates unnecessary separation between itself and a brand’s support team. Appropriate referrals to specific resources or specialized teams are allowed. |
Context Deficiency Check | Ensures Sidekick’s proposed response contextualizes the Customer’s inquiry and recognizes when it’s appropriate to ask the Customer for more information. For example, Sidekick may propose a response such as, “I’m sorry, I didn’t understand your request.” This check validates that there is no existing Answer content to support the Customer’s initial request and allows a proposed reply of that nature to pass, so that Sidekick has an opportunity to continue to engage with the Customer. |
False Promises Check | Ensures Sidekick’s proposed response does not include any promises to the Customer that Sidekick cannot support. For example, actions that rely systems Sidekick may not have access to, or indicating follow-ups that Sidekick is not capable of completing. |
Hallucination Check | Ensures Sidekick’s proposed response aligns with information available within Public Answer content. Specific sentences included in a failed proposed reply will be flagged in the Handoff details for further review. |
Passed quality checks
Whenever a question is asked by a Customer [A], Sidekick searches to see if a Public Answer(s) exists to provide an accurate response. Answers used [B] may be uncollapsed to view additional Answers details. Sidekick uses the referenced Answers to craft the Original response [C] and refers to Guidance used [D] before generating a reply to the Customer [E]. Guidance can be modified within the How to speak to customers tile.
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Failed quality checks
Some responses generated by Sidekick will not pass the quality check, resulting in the Conversation handing off to an Agent. In these instances, the quality check will display the Proposed response [B] as well as the Handoff reason [C]. Previous steps [A] may be uncollapsed to view referenced Answers.
Handoff reasons are unique to the type of quality check that failed. You may see any one, or multiple, of the following Handoff reasons populate for proposed responses that fail the quality check:
The following sentences are not supported by your Answers:
This Handoff reason indicates that a specific sentence or phrase in Sidekick’s proposed response has been flagged for inaccuracy.
The flagged sentence(s) will be listed in the Handoff reason for further review.
We are trying to take action on something we don’t have access to.
This Handoff reason indicates that Sidekick has made a promise to the Customer in the proposed response that it is not currently set up to accomplish.
For example, Sidekick may suggest it can cancel the Customer’s order without the proper set up to complete that task.
Something didn’t go as planned while running quality check.
This Handoff reason indicates that an error occurred while executing the quality check against Sidekick’s proposed response.
Handoff reason verbiage may range
Given the natural variability of AI, exact verbiage used for the Handoff reasons above may change depending on the context of the Conversation and the specific circumstances leading to a quality check failure.
Handoff to Agent
Sidekick always indicates a hand off to an Agent with hand off messaging [B], if the proposed response fails the quality check [A]. Sidekick will generate a Handoff summary [C] for the Agent to provide context around the automated exchange prior to the hand off.
Sidekick will always hand off to an Agents whenever it cannot provide a proper initial or subsequent response.
The handoff message sent to a Customer during a handoff [C] shown as “Hold tight! Calling in one of our Brand Ambassadors to help” is customizable within the “When to get more help” tile in the Sidekick Answers interface.