What is Sidekick? (Chat and FAQs)

Sidekick is an embeddable UI element that lives on your website and allows Customers to talk and interact with your team in real time. It can be used to surface your most frequently asked questions first so your Customers can quickly find the answers to their questions without the need to wait for an Agent. But if they want to talk to an Agent, Sidekick can also be configured to allow Customers to chat.

Sidekick can be deployed as a standalone chat widget or with self-service, though Gladly always recommends deploying with self-serve options. 

Sidekick on a website

1. From your website, Customers will click the Sidekick icon to open Sidekick. This icon can be placed anywhere on your website or only on select web pages.
2. Once open, if activated, your Customers can see your Quick Actions. Sidekick is also responsive so it can be viewed on a desktop or mobile device.
3. Sidekick will allow Customers to search for FAQs, if enabled, based on what you have configured as Public Answers. 
4. If the FAQs don't answer their question, they can choose to chat with an Agent during business hours. 

Sidekick on mobile devices

Integrate Sidekick with your mobile app for iOS or Android to provide your Customers with the same Sidekick chat and self-service experience on your website.

Sidekick placement

Sidekick is placed on top of the other elements of your website. Consider your website's layout carefully to make sure the Sidekick icon doesn't obstruct any menus, buttons, or footers. Generally speaking, Sidekick is commonly placed in the bottom right corner of a web page.