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Shopify’s Sidekick can answer questions about your Aide support from inside the Shopify admin, and add or edit the FAQ answers Aide uses.

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What you can ask

  • “How is support doing this week?” Conversations, AI resolution rate, handoff rate, response times and CSAT for the period you ask about (up to 90 days), compared with the period before, broken down by channel. It also reports orders and revenue from Aide chats.
  • “What are customers asking about?” The top topics, how often each comes up and how often Aide resolves it. Ask to see a topic’s conversations and Sidekick lists them.
  • “Any chats about order #1001?” or “Which chats are waiting on a person?” Up to 10 matching conversations by order, customer, status, handoff reason or topic, with the exact number that match. Each opens in Aide inside your Shopify admin.
  • “Why was this one handed off?” Aide’s handoff summary: what the customer wants, what was tried and what’s needed next, with email addresses, links and phone numbers removed.
  • “Is Aide replying to customers?” Whether chat and AI replies are on, off or paused, with a link to Aide’s settings. Sidekick doesn’t switch them for you.

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Add or edit an FAQ

Ask “Add an FAQ: do you ship to Canada?” and Sidekick drafts the question and answer in a form. Choose Draft or Publish and save; nothing is added until you do. Existing FAQ articles can be edited the same way.

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Who can use it

Owners and admins of the Aide workspace, once they’ve opened Aide in their Shopify admin so their Shopify login is linked to their Aide account.

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Privacy

Sidekick never sees customer names, email addresses, phone numbers, addresses or message text. Conversations show their subject, status and order number only. Numbers may lag the dashboard by up to 5 minutes.