Shopify's Sidekick can now answer questions about your Aide support without leaving the Shopify admin: how support is doing, what customers ask about, which chats are about an order or waiting on your team, and why a chat was handed off. You can also add or edit FAQ answers Aide uses, right from Sidekick.
How it behaves
- "How is support doing this week?" Sidekick answers with 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, in your store's timezone. It also breaks these down by channel (chat, email, your helpdesk), and reports orders and revenue that came from Aide chats.
- "What are customers asking about?" The top topics, with 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, by customer, by status, by why they were handed off, or by topic, with the exact number that match, so "how many are waiting?" gets a real count. Each one opens in Aide inside your Shopify admin, with a button to open it in the Aide inbox.
- "Why was this one handed off?" Aide's handoff summary for that conversation: what the customer wants, what was tried, what Aide did and what's needed next. Email addresses, links and phone numbers are removed from it.
- "Is Aide replying to customers?" Whether chat is on and whether AI replies are on, off or paused, with a link to Aide's settings. Sidekick doesn't switch these for you; you change them in settings.
- "How was support in September?" (added 2026-10-19) The overview and top topics also take a date range, up to 90 days.
- "What does our returns FAQ say exactly?" (added 2026-10-19) Sidekick reads an FAQ or other knowledge article in full, for example before you edit it.
- "Is our help center synced?" (added 2026-10-19) Your knowledge sources, with how many documents each has, how many are published, whether any are still being prepared for Aide, and any import error.
- "Any refunds waiting for me?" (added 2026-10-19) Refunds, cancellations and other order changes waiting for approval, with the order, amount and whether Aide or a teammate asked, each linked to its conversation. You approve them in Aide.
- "Add an FAQ: do you ship to Canada?" Sidekick drafts the question and answer in a form. You choose Draft or Publish and save; nothing is added until you do. Existing FAQ articles can be edited the same way.
- 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. Others are told to open Aide first, or that they need admin access.
- What 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 by up to 5 minutes behind the dashboard.
Also in this change
- The Aide app in your Shopify admin has a page for a single conversation, which Sidekick links to.