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:
Resolve the inquiry, closing the Conversation.
Hand off the Conversation to an Agent to complete, leaving a Note when applicable.
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.
SMS – The Automation Services for SMS setting must be activated to allow Sidekick to re-engage in reopened Conversations.
Chat – Show Quick Reply buttons when chat is ended must be selected in the applicable Glad App to allow Sidekick to re-engage within the Conversation Reopen Window.