Sidekick Commands

Agent Sidekick is a quick-access command panel available to agents in the Emplifi Agent workbench. As an administrator, you control whether Sidekick is available, how it behaves visually, and which commands appear in the panel.

For a user-facing overview of Sidekick, see Agent Sidekick.

Enabling Sidekick

Sidekick is disabled by default. To turn it on for your company:

1. Go to Admin > Company Settings.

2. Locate the Sidekick section.

3. Set Enable Sidekick to Yes.

4. Optionally, set Dim Background to Yes so that when Sidekick opens, the rest of the screen dims — making the panel stand out clearly.

5. Save your changes.

Agents will see the Sidekick toolbar button and can use the Ctrl+K shortcut once the setting is saved.

Managing Sidekick Commands

Sidekick commands are managed from Admin > App Setup > Sidekick Commands.

Required permission: Your user profile must have the w_maint_sidekick_command permission with Can Update enabled.

The command list shows all commands available to agents. Each command has the following properties:

What You Can Do

Activate or deactivate a command Toggle the Active flag on any command to show or hide it from agents immediately. This is useful for rolling out commands to agents gradually or temporarily disabling one without deleting it.

Edit a command's label, description, keywords, or display order Select a command and update any of the fields listed above. These changes take effect immediately after saving.

Copy a command Use the copy action to create a duplicate of an existing command as a starting point for a new one. The copy gets a display sequence 10 higher than the original.

Delete a custom command Custom commands can be deleted. Built-in commands cannot be deleted, but they can be deactivated.

Built-in Commands

Built-in commands are provided by Emplifi and cannot be deleted or renamed. They can be deactivated or have their label, description, keywords, and display sequence edited. A Reset to Default option is available to restore a built-in command's settings to its original state.

Advanced Configuration

Each command has a Definition — a JSON configuration that controls its detailed behavior (what form fields it shows, what action it performs, and how it completes).

Basic label, description, keyword, and ordering changes do not require editing the Definition. Administrators can make those changes directly.

For more advanced customization — such as changing what a command does, adding new input fields, or modifying its behavior — please contact your Emplifi Customer Success Manager (CSM) for assistance. Incorrect changes to the Definition JSON can cause a command to stop working.

Follow-up Commands

A command can be configured to automatically trigger a follow-up action upon completion — for example, updating specific case fields immediately after marking a case as spam, with no extra steps required from the representative. This allows admins to build lightweight workflows tailored to the customer's process.

This is an advanced configuration. Contact your CSM for assistance.

Command Contexts

Commands are only shown to agents when they are in the relevant part of the application. The context determines which commands are visible:

This filtering happens automatically — there is nothing to configure per command.