Sidekick FAQs

1. What is Sidekick?

   Sidekick displays information in a card format on your browser through the plug-in. It uses AI Search to quickly fetch relevant information from your Panviva knowledge base. The extension provides Smart Snippets in a simple, easy-to-use interface designed for experienced agents.

2. What are Smart Snippets?

   Smart Snippets are AI-curated pieces of knowledge from your existing content. They are:

   • Channel-specific and can be personalized based on any channel A platform where your agents or customers ask questions. Example: Website, FAQs, Chatbot, IVR, Agent Assistant, Voice Assistant, CRM (i.e., Salesforce, Dynamics 365), Telephony platform (i.e., Genesys, NICE, Five9), Website, FAQs, Portal.

   • Audience-specific and dynamic

   • Tagged to capture competency

   • Customized with metadata for precise results

3. Which browsers support Sidekick?

   Sidekick is compatible with most modern browsers, including:

   • Google Chrome

   • Microsoft Edge

   For optimal performance, ensure your browser is up to date.

4. Is there any configuration or setup required after installation?

   No additional setup is needed after installation. The extension is ready to use immediately after installing. Select your region and verify whether your organization has registered to use sidekick.

5. What are the prerequisites to use Sidekick?

   • Users:A valid email address for your organization and a valid Panviva license for accessing full, detailed articles in Panviva.

   • Organization: Your organization is registered to use Sidekick.

     To register, send an email to Support panviva-support@uplandsoftware.com with your Organization Name and Tenant Code.

     Example: If your Panviva URL is xyz-bank.supportpoint.com, your Tenant Code will be xyz-bank.

   • Knowledge Authors: Access to Knowledge Anywhere and Digital Orchestrator Digital Orchestrator coordinates complex workflows and processes involving multiple systems and stakeholders by acting as a central hub. It is the control center for integrating, automating, and optimizing digital workflows and tasks across different systems. to generate the responses that feed into Sidekick.

6. Is Sidekick extension free?

   Yes, Sidekick is freely available to all existing customers on the Knowledge Anywhere tier.

7. Can I use Sidekick on mobile browsers?

   No, Sidekick is currently only available for desktop browsers.

8. Does Sidekick store my data?

   No, Sidekick does not store or track your data. All information displayed in the cards is:

   • Fetched in real-time

   • Processed locally within your browser

   • Not saved to external servers

   For more information, see our privacy policy.

9. Why does the Panviva Sidekick extension request permission to "read and change all data on all websites"?

   Panviva Sidekick only reads website data to capture the highlighted text for the Ask Panviva Sidekick feature and does not modify any website data. The read permission bundled with change is a standard Chrome requirement for extensions to access webpage content.

   For more information, see our privacy policy.

10. How do I search using Sidekick?

    There are two main ways to search:

    • Select text in any platform and right-click to select Ask Panviva Sidekick

    • Search directly within the Panviva Sidekick interface for specific queries

11. Can I customize the card size or view?

    While you cannot increase the card size, you can:

    • View the complete response via tooltip

    • Copy the snippet to see the full response

12. Can I switch between different tenants?

    No, in the current version, you can only access one tenant at a time.

13. Does Sidekick work in incognito/private browsing mode?

    Yes, Sidekick works in incognito mode if you update your browser settings to allow it.

14. How do I uninstall Sidekick?

    To remove Sidekick:

    1. Go to your browser's extension settings

    2. Find Sidekick in the list

    3. Click Remove or Uninstall

15. How do I update Sidekick?

    Browser extensions typically update automatically. To manually update:

    1. Go to your browser's extensions settings

    2. Click Update or Check for Updates

16. Why isn't Sidekick working on certain websites?

    While Sidekick supports many websites, some may block browser extensions for security reasons. If you're having issues, check if the website allows browser extensions.

17. Can I increase the card size to view the complete query?

    No, you cannot resize the card. The full query can be viewed through the tooltip.

18. Can I increase the card size to view the complete response?

    No, you cannot resize the card. However, you can view the full response via the tooltip or by copying the snippet to see the complete response.