Setting up Sidebar

  • Release version: Australia
  • Updated March 12, 2026
  • 3 minutes to read

    • Enabling participant suggestions in Sidebar displays a list of knowledgeable users who can help with the issue. After you enable participant suggestions, you can configure who Sidebar decides is knowledgeable user and which groups have access. After installing Sidebar, activate and configure Sidebar so agents can collaborate with others to resolve issues.

    Before you begin

    Role required: admin

    Procedure

    1. Navigate to All > Conversational Interfaces > Settings.
    2. Select Sidebar from the left menu.
      The Sidebar setting screen titled "Adjust how live agents collaborate to support your users" appears.
    3. Activate Sidebar by enabling the Activate option and selecting Save.
      The screen with the Sidebar configuration options appears.
      Sidebar admin settings.
    4. Configure the options.
      Table 1. User chat settings
      Field Description
      Enable enhanced chat Slide the toggle switch to activate or deactivate.
      Emojis Slide the toggle switch to activate or deactivate emojis.
      Enable standalone discussions Slide the toggle switch to activate or deactivate.
      Table 2. Record types
      Field Description
      Automatic Task and Interaction record activation Slide the toggle switch to activate Sidebar discussions for interaction and task-based records.
      Custom selection Select View settings to display the Sidebar Enabled Tables screen.
      Requester mapping Select View settings to display the Sidebar requester mapping. The requester is the person requesting the record and any updates about unread messages in related Sidebar discussions will be sent to the requester.
      Discussion subject mapping To change the default subject for Sidebar discussions, select View settings to display the Discussion subject mapping. This screen enables admins to configure which field populates the discussion title in Sidebar discussions. See Sidebar discussion subject mapping for more information.
      Table 3. Participants
      Field Description
      User query If you select View settings one of the following lists displays:
      • Users that are automatically pre-filled for the agent to add to a discussion
      • Users that display when the agent searches for participants to add to a discussion
      For more details, see Configuring Sidebar member query.
      Table 4. Participant suggestions
      Field Description
      Activate

      Slide the toggle switch to activate or deactivate participant suggestions.

      Use the participant suggestions to display a list of users and user groups who may be helpful in the Sidebar discussion.

      For detailed information on participant suggestions, see Participant suggestions in Sidebar.
      Configure settings
      If you activate participant suggestions, the Manage drop-down list appears. Select a configuration option:
      • View Configuration - displays the Participant suggestions table and related lists.
      • View Permissions - displays the Participant suggestions permissions page where you configure whether participant suggestions display for specific groups or all groups. To enable all groups to view participant suggestions, select Allow all groups and then Save. Permissions can't be configured at an individual user level, so ensure that any users you want to be included belong to a relevant group.
      Participant suggestion permissions screen with "Allow all groups" check box.

      For detailed information on participant suggestions configuration settings, see Participant suggestions in Sidebar.
      Table 5. Integrations
      Field Description
      Microsoft Teams

      If Sidebar isn't already integrated with Microsoft Teams, select Set up to configure the options for the first time. See Enable or configure the Microsoft Teams integration for more information.

      If Sidebar has already been integrated with Microsoft Teams, the Manage drop-down list appears. Select a configuration option:
      • View configuration (for more information, see Enable or configure the Microsoft Teams integration).
      • View permissions (for more information, see Manage Microsoft Teams permissions)
      • Remove integration - if you select this option, a warning message displays that the integration between Sidebar and Microsoft Teams will be removed. Select Cancel if you don't want to remove the integration or select Remove if you want to remove the integration.
      Slack

      If Sidebar isn't already integrated with Slack, select Set up to configure the options for the first time.

      If Sidebar has already been integrated with Slack, the Manage drop-down list appears. Select a configuration option:
      • View configuration
      • Remove - if you select this option, a warning message displays that the integration between Sidebar and Slack will be removed. Select Cancel if you don't want to remove the integration or select Remove if you want to remove the integration.

      Sidebar can be integrated with either Microsoft Teams or Slack, it can't be integrated with both at the same time. The messaging system that is currently integrated with Sidebar is indicated with the On icon (Green on check icon.) next to it.

    5. Select Save.