Get to know the general Customer experience when interacting with Sidekick.
Sidekick receives an inquiry #
Inbound Customer Contacts from all configured Channels pass through Sidekick’s trigger. Sidekick then evaluates a given Contact and classifies it accordingly. The Hierarchy system is used to classify Contact reasons out-of-the-box.
Sidekick triggers a Thread #
Once Sidekick has received a Customer Contact and has classified the Contact reason as one it can assist with, Sidekick will initiate the related, built-out Thread and engage with the Customer.
Sidekick performs Action(s) within a Thread #
Once the appropriate Thread has been prompted, Sidekick will work its way through the various Actions and Sub-Actions that have been set up within the Thread Builder.
Sidekick completes Customer engagement #
Based on the configured Action(s) and information provided by the Customer throughout the Conversation, Sidekick will either:
- Resolve the inquiry, closing the Conversation.
- Hand off the Conversation to an Agent to complete, leaving a Note when applicable.
Sidekick re-engages with Customers #
Should the Customer reopen the Conversation within the Conversation Reopen Window, Sidekick re-engages with the Customer following the same general process described above instead of immediately handing it off to Agents.
- SMS – The Automation Services for SMS setting must be activated to allow Sidekick to re-engage in reopened Conversations.
- Chat – Show Quick Reply buttons when chat is ended must be selected in the applicable Glad App to allow Sidekick to re-engage within the Conversation Reopen Window.
