Panel modules reference
The Sidekick panel is built from independent modules. You enable, disable, and reorder them via drag-and-drop in Settings → Sidekick → Panel Layout. The set grows over time; this reference covers what’s available today. Headings below use the module names as they appear in Panel Layout. A module with nothing to show is skipped rather than rendered empty.
Conversation Summary
A short paragraph at the top of the panel that orients the agent on what the customer is asking about, what’s already been tried, and where things stand. Two to four sentences, no greeting, no sign-off — just the facts.
- Refreshes — After each new customer message
- Source — The full conversation thread
- Use it for — Catching up on a long thread, picking up a teammate’s reassigned conversation
- Don’t use it for — Quoting back to the customer (it’s an internal artifact)
Suggested Response
When Sidekick is confident, it drafts an answer based on the conversation, your Knowledge Base, your Handbook, and Library content when available. The answer cites its sources as numbered references the agent can click to open. Edit before sending drops it into the reply editor, where the agent edits as needed or sends as-is.
- Sources — Knowledge Base + Handbook + Library content, when the module/source is available
- Confidence gating — If Sidekick isn’t confident, the module shows nothing rather than a bad guess. The bars are fixed in code, not settings: the model’s own confidence must reach 0.7, and a cited Handbook or Library source must clear its similarity floor (0.4 and 0.5 respectively). Cited sources that weren’t in the retrieved set are dropped first.
- Inserting — Click Edit before sending — the answer’s markdown is converted to HTML and replaces whatever is currently in the reply editor, signature included. The action is refused while the conversation is being handled by AI; take it over first.
- Editing after insert — The text is plain content in your reply now — change anything
Detected Insights
Detected structured data — IBANs, phone numbers, domains, and anything a custom regex rule of yours matches. See detection rules for the detector types. Each row lists the rule name, the value, the target field’s label and whether that field is Contact- or Conversation-scoped. The rows are read-only; they don’t link back to the field.
Every match the worker finds is written to the rule’s mapped custom field. There is no per-value confidence score, so there is no review state and nothing is held back for approval. Inline highlighting of detected values in the message body is not wired up in the current build, whatever Show inline highlights is set to.
- Sources — Detection rules configured in Settings → Sidekick → Detection Rules
- Use it for — Getting structured context without copy-pasting from message body
- Custom field mapping — Each rule can write its match to a Contact, Conversation, or Contact + Conversation custom field — see Auto-populate a custom field with Sidekick
Knowledge Articles
Public articles from your Knowledge Base that match the conversation topic. Customer-facing — these are articles you can link or quote to the customer directly.
Ranked by semantic similarity to the conversation, with the most relevant at the top. Click an article to open it in the panel. Articles that have a public URL also get a link icon on hover — Copy public link puts the URL on the clipboard, ready to paste into a reply. Nothing is inserted into the editor for you.
Handbook Articles
Internal procedures from your Handbook that match the current conversation. Agent-facing — how to handle cancellations, what the return policy is, escalation steps. The agent reads them; the customer never does.
Same ranking model as Knowledge Articles, different audience. The visual distinction is intentional — agents shouldn’t accidentally paste internal procedures into a customer reply.
Library
Articles from subscribed Knowledge Packs that match the current conversation. These can include vendor docs, product manuals, policy packs, or other library content your team has subscribed to.
Library results are ranked by semantic similarity to the conversation. Click a result to expand the matched section inline, so the agent can scan the relevant part without leaving the panel. A citation in Suggested Response opens the same section detail. When the source document has a PDF attached, an Open PDF button appears on the expanded section — it carries the section’s first page number in its label, but it opens a one-hour signed link to the whole PDF in a new tab; it does not jump to that page.
Relevant Links
External and internal reference links surfaced from matching Handbook procedures. Documentation pages, help center articles, internal tools — Sidekick takes the first URL it finds in each matching procedure’s body, up to five in total. There is nothing to configure.
Less commonly used than the other modules, but useful when your team’s procedures lean on external systems (a status page, a partner portal, a knowledge graph).
Hint card (above the modules)
Not a module — it appears above the panel when relevant:
- Possible Incident Match — Customer describes a problem matching an active incident — Link & subscribe (links the conversation, subscribes the customer to updates) and Insert reply (templated acknowledgment)
The “same contact has other open conversations” signal is not a Sidekick card. It renders as a chip in the conversation header — “N other active conversations” — which opens the Previous conversations panel; merging happens from there.
A module the panel never renders
Related Articles still exists in the module list as a legacy entry, superseded by Knowledge Articles and Handbook Articles. It is absent from the default panel order and the panel has no renderer for it, so adding it produces nothing.
Configuring what’s visible
The panel is configurable per tenant. To enable, disable, or reorder modules, see Configure the Sidekick panel. Most teams put Conversation Summary or Suggested Response at the top — whatever the agent should see first.