Configure the Sidekick panel

The Sidekick panel is built from independent modules — each one a different kind of help. You control which appear and in what order so agents see the most useful module first.

Before you start

• Admin permissions on Sidekick settings
• A clear answer to “what does this team need to see first when opening a conversation?”

Steps — module ordering and visibility

1. Open Settings → Sidekick → Panel Layout. The modules are listed in the Panel Modules card.
2. Each module has an eye icon (visibility) and a drag handle. Two operations:
   Reorder — drag a module up or down to change its position in the panel.
   Hide — click the eye icon to remove the module from the panel entirely. Hidden modules stay in the list, dimmed.
3. Nothing is saved until you press Save Changes in the “You have unsaved changes” card that appears at the bottom right. There is no auto-save.

If your tenant has Library access, the Library module can be enabled, hidden, and reordered like the other Sidekick modules.

The change applies to every agent in the tenant. Individual agents don’t currently customize the panel themselves — it’s a tenant-wide configuration.

Recommended orderings by team type

• Email-heavy support, long threads — Conversation Summary (agents need to catch up before replying)
• Chat-heavy with quick replies — Suggested Response (the draft is the fastest path to a send)
• Specialist support (technical, billing) — Knowledge Articles (the right reference is more valuable than a draft)
• Internal-procedure-heavy — Handbook Articles (procedures are the workflow)
• Manufacturer manuals or subscribed Knowledge Packs — Library (external reference content is what agents need first)
• Data-extraction focus (orders, accounts) — Detected Insights (the data is what the agent needs first)

There’s no wrong answer; observe what your agents reach for and reorder accordingly.

Steps — global Sidekick settings

The master switch, Enable Sidekick, is not on a tab — it sits in the header card above the tab strip and is visible from all four tabs. Off means no panel, no detection, no auto-tagging, no incident matching, and every other Sidekick setting is greyed out and locked. Use only for tenants that don’t want AI features.

Open Settings → Sidekick → General for the rest. Three switches and one slider:

1. Show incident matches in Sidekick — toggle the matching that powers the incident-match hint card. Off means no embedding or LLM calls are made for matching; the trade-off is no automatic incident detection.
2. Show inline highlights — intended to highlight detected values in the message body. The message renderer is currently wired with no pattern source, so no detection is highlighted inline whatever this is set to. Detected values still appear in the Detected Insights module.
3. Auto-save detected values — described in the UI as saving high-confidence matches to contact fields automatically.
4. Threshold — a slider from 50% to 95% in 5% steps, default 70%. The card describes it as the green (auto-saved) versus amber (needs review) line on detected values.

Note on 3 and 4: detection rules are deterministic matchers (IBAN, phone, domain, custom regex), and the detection worker writes every match straight to the rule’s mapped custom field. There is no per-value confidence score, no review queue and no green/amber state today, so neither the auto-save switch nor the threshold currently changes what gets written.

Auto-tagging phone calls

If your tenant uses AI auto-tagging, the AI Auto-Tagging card on the Auto-Tagging tab includes a Tag phone calls toggle. Leave auto-tagging enabled for text channels while turning Tag phone calls off if you don’t want Sidekick to auto-tag transcribed phone calls.

Tag phone calls is on by default for tenants using auto-tagging. The Auto-Tagging tab saves with its own Save button, separate from the panel and General settings.

A reasonable starting point: Sidekick on, incident matches on, inline highlights on, auto-save on, threshold at its 70% default.

Verify it worked

1. Open any active conversation as an agent (or use an incognito tab logged in as a test agent).
2. Open the Sidekick panel — modules should appear in the order you set, with hidden modules absent. A module with nothing to show is skipped entirely, so an empty module is not proof that it is hidden.
3. If detection rules exist and have matched, the detected values appear in the Detected Insights module.

Per-tenant vs. per-team configuration

Sidekick configuration is per-tenant. There’s no per-team override today. If two teams have wildly different needs (one wants Conversation Summary first, the other wants Detected Insights), pick the configuration that benefits more agents and rely on the modules being toggleable rather than reordered per-agent.

Troubleshooting

• Symptom: A module is enabled but never shows content. Fix: The module relies on a data source that’s empty. Suggested Response needs Knowledge / Handbook / Library content to draw from; Detected Insights needs detection rules to be configured. Set up the data source first.
• Symptom: Suggested Response never appears even though there is plenty of content. Fix: The suggestion is dropped unless the model’s own confidence clears 0.7 and at least one cited source survives its similarity floor. Those floors are fixed in code, not settings — the Threshold slider does not move them. Better-matching Handbook or Knowledge content is the only lever.
• Symptom: Detected values are not highlighted in the message body. Fix: Expected — inline highlighting is not wired up in the current build. Read the values in the Detected Insights module or on the mapped custom field instead.

See also

• Panel modules reference
• Create a detection rule
• Enable AI auto-tagging on a tag