Sidekick Conversations Page Overview

The Sidekick Conversations page contains all recent Customer interactions with Sidekick, detailing its responses and decision-making process for answering questions or deciding when to hand off to Agents. the Sidekick Conversations page corresponds with Guides and Journeys pages – together detailing how Sidekick has been configured to respond to and engage with Customers.

The Sidekick Conversations page is only visible to certain permission sets

This page can be accessed by Gladly users with Team Member or Admin permissions. It is not visible to Agents.

Find Sidekick Conversations

The Sidekick Conversations page lists recent Conversations that Sidekick has had with Customers and provides real-time updates on how Sidekick is engaging. Use Search and Filters to find recent Conversations where Sidekick engaged.

Sidekick Conversation history is preserved for 30 days

When searching for historical Conversations within the Sidekick Conversations view, keep in mind that Conversations are only available for 30 days after the Conversation was first created.

You can filter the list of recent Sidekick interactions using the following filters:

• Status – Shows whether a conversation has already been closed or whether it’s still in progress. Possible values are In Progress or Closed.

• Sidekick Outcome – Once Sidekick has completed its work on a Conversation, this filter will show the outcome of its interactions with the Customer. Possible values are Sidekick Did Not Respond, Sidekick Handed Off, and Sidekick Resolved. Here’s what those values mean:

  • Sidekick Did Not Respond = Sidekick transferred the conversation without sending a Generative AI response to the consumer. For example, the Customer types “Agent” before Sidekick sends a response generated by AI, and Sidekick immediately transfers to an Agent. These Conversations are not counted as Billable Sidekick Assisted Conversations.

  • Sidekick Handed Off = Sidekick responded to the consumer and handed off to an Agent without resolving the conversation.

  • Sidekick Resolved = Sidekick responded to the consumer and did not hand off to an Agent during the course of the conversation. This Sidekick Outcome is only applied to a conversation after it has been closed.

• Type – Shows whether Sidekick responded to the Customer using an Answer, based on information contained in your company’s Public Answers, or with an Action, based on information contained in your company’s Guides. Possible values are “Answers” or “Actions.”

• Channel – Shows the Channel on which the Conversation took place. Possible values are “Chat,” “SMS,” or “Phone Call.”

Example use cases

• Resolved Conversations

  • Filter the Conversation list using the “Sidekick Resolved” outcome type and review Conversations where Sidekick has resolved the Customer issue without needing to hand off to an Agent.

• Handed off Conversations

  • Filter the Conversation list using the “Sidekick handed off” outcome type and review Conversations where Sidekick started to help the Customer but handed off to an Agent to resolve the inquiry.

• Conversations where Sidekick did not respond

  • Filter the Conversation list using the “Sidekick did not respond” outcome type and review Conversations where Sidekick did not respond to the Customer with an AI-generated response and instead handed off to an Agent immediately.

Interpret Sidekick Conversation details

Click into any Sidekick interaction from the Sidekick Conversation list to see the details of the Customer inquiry, how Sidekick responded, and why Sidekick decided to respond to the Customer or to hand off to an Agent to resolve the Customer’s inquiry. Review Manage Sidekick Conversations Page to understand how to leverage components of the Sidekick Conversation page for ongoing QA.

Conversation Status

Every Customer interaction is accessible on the Sidekick Conversations page, with real-time updates and statuses that provide insight into how Sidekick engages with Customers.

Below is a table of possible Conversation statuses.

The Conversation Review is a powerful feature that provides complete transparency into how Sidekick generates a response or decides to hand off a Conversation to an Agent.

This review appears within the Sidekick Conversation page every time Sidekick, acting as a "behind-the-scenes" look at its decision-making process.

Use the Conversation Review to:

• Gain Clarity: See exactly which Guides, actions, rules, and guidance were used to generate Sidekick’s response.

• Improve Quality: For handed-off Conversations, understand precisely why Sidekick's reply failed specific quality checks. This insight is key to refining your Guides and reducing future quality check failures.

Access the Conversation Review

1. Click on the top left corner of the screen.

2. Select Sidekick Conversations.

3. Select a Conversation where Sidekick has engaged.

4. Click next to Sidekick sent a chat to expand the Conversation Review.

5. Expand sections within the Conversation Review for more details as needed.

Conversation Review items are available for each message that Sidekick engages with

Click Review Previous Message to go to the prior Conversation Review box.

Conversation Review Components

The review is structured into distinct, easy-to-follow sections. Here’s a breakdown of what each section tells you.

[A] Review Previous Message

This section allows you to view the previous Conversation Review box for the previous message that Sidekick sent to the Customer.

[B] Guide Used

This showcases the Guide that Sidekick leveraged to answer the Customer’s inquiry. Click on the Guide name to review its contents.

[C] Section Used and Rationale

This portion of the Conversation Review shows the section(s) Sidekick used to work through the Customer’s request. It also displays the various action(s), rule(s), and pieces of guidance that Sidekick incorporated into its response.

[D] Actions, Evaluated Guide Rules & Guidance Used

This is where Sidekick evaluates the items configured within the section. This could include, any selected actions, conditional logic you’ve set up as rules, and individual pieces of guidance.

• Action: This shows the specific action Sidekick took within a given Guide section.

  • Example: “Verify Full Name”

• Evaluated Rules: These are the specific conditions Sidekick checked against. It will list the rules and whether or not they were met.

  • Example: “full name is verified” or “full name is not verified.”

• Guidance Used: This is the resulting instruction Sidekick followed based on the evaluated rules.

  • Example: "If the full name is verified, then go to ask for new shipping address."

[E] Quality Check Results

This part of the Conversation Review shows whether Sidekick’s proposed response passed or failed the quality check.

• If the response passed, no issues will be flagged.

• If the response failed, Sidekick hands off to an Agent, and this section details the precise quality checks that were missed and the rationale.

When the quality check has failed, the Conversation Review will display the following:

• Proposed Response

  • This is the message Sidekick would have sent to the Customer, if it had passed the quality check.

• The specific quality checks that have been flagged

  • These flags explain why the proposed response was blocked.

  • Example: Missing action or Unverified information

[F] Sidekick Hand Off

If Sidekick hands the Conversation off to an Agent, the Conversation Review will indicate the handoff reason and provide a rationale. Handoff reasons can be any of the following:

• A failed quality check

  • “Sidekick handed off the conversation due to a failed quality check.”

• Guidance built into the Guide that instigated a handoff

  • “The section guidance led Sidekick to perform a handoff with the reason [your section guidance].”

• An action built into the Guide hit an error when run

  • “Something didn’t go as planned when running the Action [Action name].”

• An error occurred when running the Guide

  • “Something didn’t go as planned when running the Guide [Guide name].”

How to Use the Conversation Review

Use the Conversation Review to:

• Audit Performance: Check if Sidekick is correctly interpreting and executing the actions, rules and/or guidance you’ve configured in your Guides.

• Refine Guides: Review hand off rationales to understand why Sidekick passed the Conversation on to an Agent and identify where to update your Guide to better align Sidekick's actions with its language.

• Ensure Quality: Gain confidence that Sidekick’s built-in guardrails are working to prevent inaccurate or incomplete information from reaching your Customers.

Quality Checks

Every response that Sidekick generates undergoes automated quality checks before reaching the Customer. These quality checks run in the background and act as guardrails to prevent Sidekick from sending incomplete, inaccurate, or problematic responses.

Quality check results are visible to Admins and Team Managers within individual Conversations in the Sidekick Conversations page. The information displayed in the Conversation Review will vary depending on whether Sidekick's response passed or failed the quality checks.

How Quality Checks Work

Quality checks use a combination of AI-powered algorithms and code-based validations to evaluate Sidekick's proposed responses across three key areas:

When a quality check fails, Sidekick automatically hands off the conversation to an Agent and provides context about why the response was blocked.

Learn more about quality checks

For detailed information about specific quality check algorithms, how they're configured, and best practices for reducing quality check failures, see Quality Checks Overview.

Handoff to Agent

Sidekick always indicates a hand off to an Agent with hand off messaging [B], if the proposed response fails the quality check [A]. Sidekick will generate a Handoff summary [C] for the Agent to provide context around the automated exchange prior to the hand off.

• Sidekick will always hand off to an Agents whenever it cannot provide a proper initial or subsequent response.

• The handoff message sent to a Customer during a handoff [C] shown as “Hold tight! Calling in one of our Brand Ambassadors to help” is customizable within the “When to get more help” tile in the Sidekick Answers interface.