Answer Threads Interface Overview

Sidekick beta #

Once activated, Answer Threads can be accessed within the Sidekick beta view in Gladly Hero.

1. Click on the top left corner of the screen.
2. Click Sidekick beta.
   
3. Click again on the top left corner of the screen to reveal additional pages.

Answer Threads is comprised of three key pages.

[1] Conversations

[2] Advice

[3] Test Sidekick

Conversations #

The Conversations page allows an Admin or Team Manager to view Customer Conversations that have engaged in a contact with Sidekick generative AI features (i.e. Answer Threads.)

Advice #

The Advice page allows an Admin to instruct the generative AI assistant as to how to behave, including what type of tone to use, when to transfer a Customer to an Agent, and which Answer Audiences and Languages to use.

Test Sidekick #

The Testing page allows an Admin to have a conversation with the configured generative AI assistant and see how it would respond by typing a message or by using the customer inputs from a conversation link.