What is Sidekick? (Chat and FAQs)
  • 06 Mar 2021
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What is Sidekick? (Chat and FAQs)

  • PDF

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 Customer to start a chat.

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

General Sidekick experience 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, and if enabled, your Customers can see your Quick Actions. Sidekick is also responsive so it can be viewed on a desktop or mobile devices.
  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 placement

Sidekick will sit on top of the other elements of your website. You must consider your website's layout to ensure that your Sidekick icon doesn't block any existing menus, buttons, or footers as you place them on your website.

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