Suggested Answers Overview

The Suggested Answers page displays a set of Answers that Sidekick has automatically generated for inquiries that it was not able to fully resolve. Sidekick creates these Suggested Answers by reviewing a sample of Conversations where Sidekick thought the inquiry was related to the Public Answer it referenced, but did not have enough information to respond to the Customer. Sidekick looks at replies that Agents have sent to Customers inquiring about the referenced Public Answer and leverages this information in order to craft a collection of Recommended Answers.

For example, Sidekick may have referenced the “How to Return or Exchange” Public Answer, but had to hand the Conversation off to an Agent because the Answer content did not provide enough information to satisfy the Customer request. After the Agent replies to the Customer, Sidekick will evaluate the reply and write a Suggested Answer inclusive of the missing content. Should an Admin or Team Manager choose to add the new Suggested Answer, Sidekick would be able to assist a Customer with this type of request in the future, and resolve the Conversation.

To access the Suggested Answers page, follow these steps:

1. Click

2. Select Journeys.

3. On the Answers Performance page, identify the specific Answer for which you would like to review the Recommended Answers.

4. Click on the Answer.

5. The Suggested Answers page will show suggestions generated for that specific Answer.  

Interface Overview

[A] – Public Answer title.

[B] – Audience(s) associated with the Public Answer.

[C] – Suggested Answer content.

[D] – Dismiss or Add the Suggested Answer to your Public Answer repository.

Manage Suggested Answers

Suggested Answers are based on a sample of Conversations received over the past 7 days. A new batch of Suggested Answers is created weekly and recommendations will be refreshed with updated content.

Review Suggested Answers weekly

To stay current with your company policy and brand tone, Gladly generates new Suggested Answers based on the Customer inquiries that Sidekick handed off to an Agent in the past 7 days. A new batch of Suggested Answers is generated weekly, and the previous week’s batch are overwritten.

As a best practice, we recommend reviewing your Suggested Answers and adding content that may be missing from your Public Answer repository at least once a week.

Add a Suggested Answer

Adding a Suggested Answer generated by Sidekick can improve Sidekick’s resolution rate and overall efficiency. By providing Sidekick with a greater number of complete Public Answers, Sidekick can respond to more Customers without having to hand off to an Agent.

To add a Suggested Answer, follow these steps:

1. Identify the Suggested Answer you would like to include in your Answer repository.

2. Click Add new Answer.

3. Review the Suggested Answer content within the Answers Editor. Based on your specific Answers set up, this may mean you:

   1. Make edits to the Suggested Answer content.

   2. Copy portions of the Suggested Answer content and add it into a pre-existing Public Answer.

   3. Rewrite the Suggested Answer.

   Check Recommended Answer Audience and Answer Type

   Be sure the Suggested Answer is associated with the intended Audience and that the Answer type is selected as Public.

4. Click Save.

Dismiss a Suggested Answer

After reviewing Suggested Answers generated for any given Public Answer, a Manager can reject a suggestions by clicking Dismiss below the suggestion. Once a Suggested Answer is dismissed it will no longer appear in the recommendations list. Once all the Suggested Answers have been dismissed or accepted, the icon will disappear, indicating that there are no more new answers to review.

Suggested Answers are refreshed regardless of activity

If no action is taken on the Suggested Answers page – suggestions are neither dismissed or added – the batch of Suggested Answers will be replaced with new ones every 7 days.