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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.

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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.

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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:

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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. 

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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.

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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.

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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.

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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.

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FAQs

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