Context Side Panel

Context Side Panel consolidates all interactions—email, chat, social messaging, and phone—into a single interface alongside customer history and context.

Our agents handle multi-channel tickets without switching tabs or context-switching between tools, viewing previous interactions and user profile data directly alongside the conversation.

If a customer emails on Monday and follows up via web chat on Tuesday, the agent picking up the chat can see the full email history right in the sidebar and solve the issue instantly without asking the customer to repeat themselves.

• It helps agents minimizes tool-switching and context loss, letting them focus on conversation quality.
• It helps avoid customers frustration by eliminating the need to repeat information across different channels.
• It helps admins streamlines agent onboarding because training occurs in one centralized platform.

If the context side panel is removed, agents would spend half their day toggling between apps and spreadsheets, causing longer wait times and frustrated users.

We even customize the context side panel using apps from the Zendesk Marketplace so agents never have to leave the workspace to check customer order data from Shopify, Amazon, Walmart, etc. or check returns progress from Aftership.