Sidekick: AI assistance for the people answering
Your AI agent handles the conversations it can resolve on its own. Sidekick helps with the rest. It sits in the composer and the thread sidebar, summarising long threads, suggesting a reply grounded in the same knowledge as your agent, rewriting for tone, translating in both directions and turning great answers into guides.
There is no separate licence. Sidekick uses the message credits already in your plan.
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Summaries
The gist of a long thread, what was tried and what the customer wants, in a few lines.
Suggested replies
A draft grounded in your knowledge and the thread, ready to edit and send.
Rewrite
Friendlier, more concise, more formal or simply fixed grammar.
Translate
Read the customer's language in yours and reply in theirs.
Guide drafts
Turn a resolved thread into a Help Hub guide in one click.
How it works
- 1
Open a thread
Sidekick has the summary ready in the sidebar.
- 2
Ask for a draft
Get a suggested reply based on your knowledge and the conversation.
- 3
Polish
Rewrite for tone or translate before sending.
- 4
Capture it
Save the answer as a guide so the AI agent knows it next time.
Grounded in your knowledge, not the internet
Suggestions come from the same sources as your AI agent: your website, documents, Q&A pairs and Help Hub guides, including internal-only guides your customers never see.
Any agent, any language
Incoming messages can be translated inline and replies translated before they send, so a team in one language can support customers in many.
A loop that makes the AI better
When a person resolves something the AI agent could not, Sidekick can draft a guide from the thread. Publish it and the agent answers that question itself next time.
Frequently asked questions
No separate licence. Each Sidekick action uses message credits from your plan, and you can top up if needed.
Keep exploring
- ThreadsThreads turns every conversation into a trackable thread with response targets, rules, skills-based routing, saved replies, time tracking and live presence.Read more
- Help HubA branded customer portal on your own domain with guides, a community forum, request tracking and CSAT, in six languages, powering your AI agent too.Read more
- AI customer support agentWhat an AI support agent is, how it differs from a chatbot, and what to look for.Read more
- FeaturesEvery Threadbox featureRead more
Give every agent a Sidekick
Summaries, drafts and translation on every thread.
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