What is Sidekick?
  • 21 Aug 2020
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What is Sidekick?

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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 customizable icon to open Sidekick. This icon can be placed everywhere on your website or only on select web pages.
  2. Once open, your Customers can search your Public Answers. Sidekick is also responsive so it can be viewed on desktop or mobile devices.
  3. Sidekick will allow Customers to search for FAQs based on what you have written as Public Answers
  4. If the FAQs don't answer their question,  they can choose to chat with an Agent. 

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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