Sidekick Experience Overview

Get to know the general UX experience when interacting with Sidekick

Sidekick receives an inquiry

Inbound Customer Contacts from all configured Channels pass through Sidekick's trigger. Sidekick then evaluates a given Contact and classifies it accordingly. The Hierarchy system is used to classify Contact reasons out-of-the-box.

Sidekick triggers a Thread

Once Sidekick has received a Customer Contact and has classified the Contact reason as one it can assist with, Sidekick will initiate the related, built-out Thread and engage with the Customer.

Sidekick performs Action(s) within a Thread

Once the appropriate Thread has been prompted, Sidekick will work its way through the various Actions and Sub-Actions that have been set up within the Thread Builder.

Not all configured Actions produce Customer-facing result

As Sidekick executes the configured Thread behavior, not all steps yield a Customer-facing outcome. For example, while the Ask Question or Generative Reply Actions directly engage the Customer by asking a question or providing a response, the Look Up Order Action, for instance, gathers customer information on the backend in order to provide accurate, customized responses later on.

Sidekick completes Customer engagement

Based on the configured Action(s) and information provided by the Customer throughout the Conversation, Sidekick will either:

Sidekick re-engages with Customers

Should the Customer reopen the Conversation within the Conversation Reopen Window, Sidekick re-engages with the Customer following the same general process described above instead of immediately handing it off to Agents.