Sidekick

The Sidekick in Zuper Connect gives instant visibility into customer details during calls.

Overview

The Sidekick in Zuper Connect is designed to provide users instant visibility into a customer’s background during calls. Whenever you receive an incoming call, the Sidekick automatically displays all relevant customer information in one consolidated view, eliminating the need to switch between modules or search manually.

With the Sidekick, you can quickly access customer highlights, jobs associated with the customer, recent call history, quotes, and invoices, enabling you to deliver faster resolutions and more personalized interactions. This ensures every customer call is handled with efficiency, accuracy, and context.

Note: If the caller is a new customer, you must create a Customer Record before their details can be displayed in the Sidekick.

Prerequisites

Before using the Sidekick in Zuper Connect, make sure the following requirements are met:

• Customer phone numbers are stored accurately and linked to the correct customer records.
• Zuper Connect has been purchased and enabled in your organization account.
• You have access to Zuper Connect, and your role includes the necessary permissions to view customer details, jobs, invoices, quotes, and conversations.
• Customer highlights such as tags, account manager assignments, and service history are updated regularly.

How Sidekick works

When a call is received, the Sidekick automatically appears as a consolidated sidebar displaying key customer information. This sidekick allows agents to quickly access and navigate customer records without leaving the call interface.

The sidekick includes the following sections:

Customer Highlights

This section provides a snapshot of key customer details at a glance. It typically includes financial information (like outstanding balance and lifetime value), service history (such as customer since), associated account manager, and customer tags.

These details help you quickly understand the customer’s financial information and history with your business.

• To access the customer’s complete profile, including contact information, service history, billing details, associated jobs, quotes, invoices, and notes, click View full details. This will redirect you to the Customer Details page, where you can review and manage all information related to the customer in one place. 

Jobs

Jobs represent the work orders created for a customer. In this section, you will see the most recent jobs along with their name, status, and scheduled date and time.

This gives you instant context on the job that has been completed or is in progress for the customer.

• You can click the job name to open the Job Details page, where you can review complete information such as the description, current status, scheduled date and time, assigned technician, associated notes, quotes, invoices, and so on.
• To view the full list of jobs created for the customer, click View All Jobs. This redirects you to the Jobs Listing page, where all jobs linked to the customer are displayed for easy tracking and management.
• To create a new job directly from the Sidekick, click the “+” icon located next to the Jobs header.
• To make sure you are seeing the most recent updates, click the refresh icon beside the Jobs header. This reloads the section with the latest job information.

Recent Calls

The Recent Calls section provides a quick view of past customer interactions. It displays details such as the customer name, Zuper phone number used to receive or place the call, call status (missed, completed, canceled, etc.), the responding agent, the date and time of the call, and the call duration.

This allows you to review communication history and handle ongoing conversations with full context.

• To view all calls associated with the customer, click View Details. You’ll be redirected to the Customer Conversations page, which provides a complete record of all communications with the customer for full context.

Quotes

The Quotes section displays the most recent price estimates shared with the customer before confirming a job or service. Each entry highlights the quote name, amount, status (draft, sent, etc.), and expiry date.

Having this information handy allows you to discuss pricing and pending approvals confidently during calls.

• You can click the quote number to open the Quote Details page, where you can review complete information, including items, pricing, validity, and approval status.
• To send the quote directly to the customer, use the available Send Email or Send Text options.
• To view all quotes associated with the customer, click View All Quotes. This will redirect you to the Quotes Listing page, where every quote linked to the customer is displayed for tracking and follow-up.
• To create a new quote directly from the Sidekick, click the “+” icon next to the Quotes header.
• To ensure the latest quote details are displayed, click the refresh icon beside the Quotes header.

Invoices

The Invoices section displays the most recent billing documents issued to the customer for completed jobs or services. Each entry shows the invoice number, status (e.g., Paid, Draft, Sent, Overdue), amount, and the due date or payment date.

This helps you to quickly check the customer’s billing status and outstanding payments during a call and, if needed, send reminders via SMS or email.

• You can click the invoice number to open the Invoice Details page, where you can review all related information, including customer and billing details, associated jobs and quotes, products or services, payment status, and other key invoice-specific data.
• To share the invoice directly with the customer, use the available Send Email or Send Text options.
• To view all invoices associated with the customer, click View All Invoices. This will redirect you to the Invoices Listing page, where all invoices linked to the customer are displayed for tracking and follow-up.
• To create a new invoice directly from the Sidekick, click the “+” icon next to the Invoices header.
• To ensure the latest invoice details are displayed, click the refresh icon beside the Invoices header.

Note: Information in the Sidekick is displayed only if the corresponding records are available.

FAQs

1. Will the Sidekick appear for new customers?
No. If the caller is a new customer whose phone number is not stored in Zuper, you must first create a Customer Record. Once saved, their details will appear in Sidekick.

2. Can I create new records directly from the Sidekick?
Yes. You can create new jobs, quotes, and invoices directly from the Sidekick by clicking the “+” icon next to the respective section header.

3. How can I make sure I am seeing the latest information in the Sidekick?
Click the refresh icon beside each section (Jobs, Quotes, Invoices, Recent Calls) to reload the most recent updates.

4. Can I access full details from the Sidekick?
Yes. Clicking on items such as job names, quote numbers, invoice numbers, or call entries will redirect you to the respective details page for a complete view.

5. What happens if customer phone numbers are not linked correctly?
If phone numbers are inaccurate or not linked to the correct customer records, the Sidekick will not display the correct customer information. Ensure phone numbers are always updated in customer records.

6. Can I send quotes and invoices directly from the Sidekick?
Yes. You can send quotes or invoices instantly to the customer via Email or Text using the Send Email and Send Text options.

7. Is the Sidekick available for all users in my organization?
The Sidekick is available only to users with Zuper Connect enabled and with the required role-based permissions to view customer details, jobs, quotes, invoices, and call history.

8. What should I do if the Sidekick does not appear during a call?
Check the following:

• Ensure Zuper Connect is enabled for your organization.
• Confirm your role has the necessary permissions.
• Ensure that after logging out of Zuper and logging back in, you reload/refresh the Zuper tab to make sure the Sidekick functions properly.
• Verify that the customer’s phone number is stored and linked correctly.
  If the issue persists, contact your system administrator.

9. Does the Sidekick work for both incoming and outgoing calls?
No. As of now, the Sidekick is available only for incoming calls. However, our team is actively working to make it available for outgoing calls as well. For incoming calls, it automatically displays customer details, ensuring you have complete context to handle every interaction efficiently.

10. What if a customer has multiple jobs, quotes, or invoices?
The most recent record is displayed by default. To view others, click View All Jobs, View All Quotes, or View All Invoices.

11. Does the Sidekick remain visible after the call ends?
No. The Sidekick closes automatically once the call ends. However, all interactions are logged with timestamps for audit and tracking purposes.

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