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.
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 Answer
When Sidekick is confident, it drafts an answer based on the conversation, your Knowledge Base, and your Handbook. The answer cites its sources as numbered references the agent can click to open. One click drops it into the reply editor, where the agent edits as needed or sends as-is.
- Sources — Knowledge Base + Handbook
- Confidence gating — If Sidekick isn’t confident, the module shows nothing rather than a bad guess
- Inserting — Click the Insert action — the answer drops into the reply editor with formatting preserved
- Editing after insert — The text is plain content in your reply now — change anything
Insights
Detected structured data — serial numbers, order IDs, emails, phone numbers, product codes, anything else your detection rules recognize. Each detected value can be:
- Highlighted inline in the conversation text (toggleable in Settings → Sidekick → General)
- Auto-saved to a custom field when confidence exceeds the configured threshold
- Flagged for agent review when below threshold
- 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 / case 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; click Insert link to drop a link into the reply editor.
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.
Relevant links
External and internal reference links surfaced from matching procedures. Documentation pages, help center articles, internal tools — anything Sidekick is configured to draw from.
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 cards (above the modules)
Not modules per se — they appear 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)
- Multiple active conversations — The same contact has other open conversations — Lists each one with a quick-action to merge
Configuring what’s visible
The panel is configurable per tenant. To enable, disable, or reorder modules, see Configure the Sidekick panel. Most teams put Summary or Suggested Answer at the top — whatever the agent should see first.