BrightReps Sidekick™ is a process flow application, powered by integrations, and designed to run seamlessly as an app add-on to your existing support CRM.  Using BrightReps Sidekick™ your support reps can receive customizable turn by turn directions and powerful automations without leaving the support ticket/case.

CRM Compatibility

BrightReps Sidekick™ is currently compatible with Zendesk and Salesforce CRM systems.  The application can be downloaded and installed directly from their app marketplace.


We’re always adding to our library of available integrations.  We currently offer integrations such as Arena, ShipStation, and Shopify with our full list available under the Integrations Lab section of the Admin Portal.  If there are any critical integrations that would solve a major pain point for your company we’d love to hear them.  Please send any feedback to

Install and Sign Up


Go to your support CRM marketplace and search for “BrightReps Sidekick”.  Click to Install.

Sign Up

Once you’ve installed BrightReps Sidekick™ on your support CRM.  Open a ticket from within your support CRM and the Sidekick app will appear.

Sign Up Your Company

If your company has not yet been setup on BrightReps Sidekick™ a company sign up page will appear prompting you to sign up your company and your user account.  Enter your company name, your name, email, and password and click “Sign Up”.  As the first user at your company you will automatically be setup with an Admin profile.

Sign Up As A User For Your Company Via Email Invite

If your company is already enjoying BrightReps Sidekick™ then contact your system administrator to request an invite.  All company admins are able to invite additional users by email using the Manage Team page of the Admin Portal (see Admin Portal training).  Once invited you will receive an email containing a sign up link.  Click that link, enter your name, setup a password and click save to create a user account.

Admin Portal

The BrightReps Admin Portal is your one-stop-shop to setup your company for BrightReps Sidekick™ and can be accessed at:


From the portal home page you can update the company settings and plan (My Company), invite and edit users (Manage Team), create process flows (Flow Builder), and enable integrations (Integrations Lab).  From any page in the application you can click the blue Home icon in the upper right to return back to the home page.


My Company

My company is where you can edit your company information and settings including the company name and plan option.

From the portal home page, click the My Company icon to access the My Company page.

Company Name

Edit your Company Name.  This name will display within SideKick and the Admin Portal and can also be referenced on auto-reply templates.

Select Your Plan

Select which plan you want your company to use.  We offer the following plan options:

  • Free- Enjoy the benefits of the Flow Builder for non-integrated steps
  • Integrated- Enjoy the benefits of the Flow Builder with all of the powerful integrations enabled including ShipStation, Arena, Shopify, and pdf creation.

Manage Team

Manage Team is where you can add new and view existing and pending team members.

From the portal home page, click the Manage Team icon to access the Manage Team page.


Invite New Team Members

Enter emails for users you would like to invite (if entering multiple emails then separate each with a semicolon) and click the send icon to invite new team members.  They will receive an email with a link to sign up as a user under your company.

Current Team Members

Under Current Team Members you can view the emails of current team members who have signed up under your company account.

Pending Team Members

Under Pending Team Members you can view the emails of members who have been invited under your company account but have not yet signed up.

Flow Builder

The Flow Builder is where you can setup process flows to be used within BrightReps Sidekick™.

From the portal home page, click the Flow Builder icon to access the Flow Builder page.  This page is a 3 step process of creating or selecting a category, creating or selecting a flow, and then building the steps for that flow.



Category is the category by which your process flows are grouped for easier reference (ex. Returns).  On the Category screen you can view all existing categories.

You can click the “+” icon to create a new category or select an existing category.

If the category has an existing process flow(s) created you can click the “v” icon to the right of the category to expand and view the existing flows for that category.

Select a Category for which you want to edit the Flows and click “Next” to continue.


Flow is the description of the process flow for which you will build steps (ex. Return an item that arrived broken).  On the Flow screen you can view all existing flows for the selected Category.

You can click the “+” icon to create a new flow for the selected Category.

If the Flow has steps created you can click the “v” icon to the right of the flow to expand and view a summary of the steps for that flow.

Select a Flow for which you want to edit the steps and click “Next” to continue.


Steps are the individual steps in a Flow (ex. Retrieve return shipping label from ShipStation). On the steps screen you can add, remove, edit and re-order the steps in a Flow.


Step Types

Step types are the different types of steps you can add and are selectable from the left column.  These range from simple rich text steps to powerful integrated steps for a specific function within a third party application (ex. Generate a replacement order on Shopify, create a shipping label on ShipStation, etc.).  Enabled step types will appear as white and selectable and disabled step types will show as gray and non-selectable.  In order to enable integrated step types you must first upgrade to the “Integrated” plan and then setup that integration by entering the required credentials in the Integrations Lab.

Adding Steps

To add steps select a Step Type from the left and drag it into the steps on the right in the order you wish to place it.  Once you drop the card a pop up will display prompting you to enter information for that specific step including a Title (displays as a step summary), Subtitle (display as subtext on the step card), and details specific to that step type.  Once complete, click Save to add that step.

Editing Steps

To edit a step click the pencil icon to the right of that step.  This will open an editable view to update the title, subtitle and details of that specific step.

Re-Ordering Steps

To re-order steps, click a step from the existing steps you’ve and drag and drop it amongst the existing steps to update the order.


Publish or Discard Changes

Once edits are made to the steps in a flow, the Publish Changes and Discard Changes buttons will highlight to indicate that you can either discard the changes or save and publish the edits.  Once Publish Changes is clicked, edits will be published real-time to users of BrightReps Sidekick™.


Integrations Lab

The Integrations Lab is where you can setup the credentials required to enable certain integrations (ex. Arena, ShipStation, Shopify).  Before using an integrated Step Type in the Flow Builder you must first enable that integration in the Integrations Lab.

From the portal home page, click the Integrations Lab icon to access the Integrations Lab page.

From this page you can select the corresponding tile of the integration you would like to setup which will prompt you for the required information for that integration.  Once setup, the tile will turn green to indicate that the integration is now enabled.

Once enabled, step types that require this integration in the Flow Builder will turn from grey to white and will become selectable.

My Profile

To view, edit, or sign out of your profile click on your avatar in the upper right of the navigation bar and select from the available dropdown.

Edit Profile

Select “Edit Profile” to edit your name, password, picture, or information.

Sign Out

Select “Sign Out” to sign out of your account.

BrightReps Sidekick™

BrightReps Sidekick™ is an app that runs as a sidebar within your support CRM.  Using BrightReps Sidekick™ a support rep is able to leverage all of the process flows and integrations you create within the Admin Portal.

As you launch into a ticket in your support CRM, BrightReps Sidekick™ will help guide you in processing that ticket including:

  • Providing real time status of that customer in an integrated system (ex. Order status)
  • Searchable process flows with turn by turn directions for the rep to follow
  • Powerful integrated steps to process and return information across platforms without leaving the current page (ex. create a return shipping label via ShipStation, auto-email the customer with a link to the return label, and place a replacement order via Shopify all at the click of a button)


Sidekick Navigation

The BrightReps Sidekick™ app has four main components.

  1. Status – Status of that customer in the respective system(s) you enable integration
  2. Search – Search for a specific flow by name
  3. Category – Categories you can browse to find a flow
  4. Flows – Process flows which once selected will reveal the steps
  5. Steps- Step by step directions to complete that process flow



The status is a configurable widget that provides the real-time status of a particular customer in an integrated third party system.  If your company has enabled the status of a particular integration from within the Integrations Lab and selected “Show on Sidekick” then the status of that customer within the respective system will display as soon as the ticket loads (ex. Status of last shipment via ShipStation).


To search for a specific process flow or category, click into the search bar and begin typing the name of the flow.  When immediately clicking into the search bar a dropdown of all categories will appear, indicated by a blue category icon.  As you start typing, any suggested flows or categories containing that text will appear in the dropdown and can be selected.


From the categories section you can select from existing categories and once selected the steps for that category will display below.


Flows can be selected through either search or by selecting the category and then the flow.  Once you select a flow the corresponding steps will display below to walk you step by step through the process.


Once a flow is selected you can view the corresponding steps within that flow step by step.  All step types will display differently depending on what is required in that step.

Integrated step types will contain dynamic features such as ability to search a third party system, generate shipping label, or generate a replacement order.

Non-integrated step types will provide detail such as custom instructions for your team and templated responses to automatically generate a response within your CRM.

Data from the ticket, such as customer email, will automatically pull into the fields of the step to help streamline, though these can always be edited as needed.


Completed and Notes

At the bottom of each step you can flag it as completed and add notes.  This is especially helpful for cases where you may not be able to complete the ticket in a single session or will need to handoff the ticket to other team members.  In addition to displaying the notes and completed status we will also display the date and user that completed that step.