Agent Sidekick is a quick-access command panel built into the Emplifi Agent workbench. It lets you perform common actions — searching cases, updating fields, transferring cases, and more — without navigating away from your current work.
Commands available in Sidekick can be edited by your administrator, and custom commands can be added. See Sidekick Commands in the Administrator's Guide.
Opening and Closing Sidekick
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Keyboard shortcut: Press Ctrl+K from anywhere in the workbench.
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Toolbar button: Click the Sidekick button in the workbench toolbar.
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Close: Press Escape or click outside the panel.
Sidekick must be enabled by your administrator before it appears. If you do not see the toolbar button or the shortcut does not respond, contact your system administrator.
Using Sidekick
When Sidekick opens, you see a list of available commands. The commands shown depend on where you are in the application.
To run a command:
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Start typing to filter the list, or use the Up/Down arrow keys to highlight a command.
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Press Enter to select it.
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Follow the prompts — some commands open a form, others ask a single question, and a few run immediately.
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Press Enter or Ctrl+Enter to run the command.
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Press Escape at any time to go back or close.
Shortcuts while browsing the command list:
|
Key |
Action |
|---|---|
|
Ctrl+K |
Open or close Sidekick |
|
↑ / ↓ |
Navigate the command list |
|
Enter |
Select highlighted command |
|
1–9 |
Jump directly to commands 1–9 (when search box is empty) |
|
Escape |
Go back / close |
Available Commands
The commands available to you depend on your location in the application.
On the Workbench
|
Command |
What it does |
|---|---|
|
|
Describe what you're looking for in plain language (e.g., "open cases from last week") and Sidekick returns matching cases. Select a result to open it. |
✨ Uses AI / natural language processing.
While Editing a Case
|
Command |
What it does |
|---|---|
|
|
Choose any editable field on the case and enter a new value. The current value is shown before you change it. |
|
|
Add a new issue to the current case. |
|
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Add a text entry to the current case. |
|
|
Assign the case to yourself. |
|
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Open the timeline view for the current case. |
|
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Search for duplicate cases matching the current case. |
|
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View notification history for the current case. |
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View the audit trail for the current case. |
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Show letter suggestions for the current case. |
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Save the case and reassign it to another agent, with an optional note. |
Searching Cases with Natural Language
The search-case command lets you find cases by describing them in everyday language instead of filling in filter fields.
Examples of things you can type:
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"open cases about shipping from the last 30 days"
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"cases closed this week assigned to me"
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"billing complaints with no response"
Tips:
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Use the Up/Down arrow keys in the prompt box to cycle through your recent searches.
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Select a result to open the case in a new tab.
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If you want to refine the search further, click Open in Search Case at the bottom of the results to carry the criteria into the full Search Case screen.
Update Case Field
The update-case command walks you through three steps:
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Choose a section — Type to filter by section name (e.g., Issue, Enclosure, Address).
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Choose a field — Pick from the fields available in that section.
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Enter a value — Type the new value. The current value is shown as a hint.
The panel keeps an "Updated fields" list during your session so you can see what you have already changed.