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Sprout Concierge Frequently Asked Questions (FAQs)

What is Sprout Concierge?

Sprout Concierge answers employee inquiries related to uploaded internal company documents specific to an organization (e.g. employee handbook, company policies, training materials).


What is the SAIL platform?

Sprout Concierge was previously bundled with the SAIL platform (from Sprout AI Labs), which is an AI platform that enables users to create, design, train, and test their own version of Sprout Concierge. The SAIL platform will soon be phased out, as all users will be moving over to the new and improved Sidekick Central.


I’m still using the old SAIL platform and Sprout Concierge. Can I still have the same settings in Sidekick Central?

Yes, your existing settings have already been carried over to Sidekick Central when it launched, so there’s no need to start from scratch. However, we recommend making any future updates directly in Sidekick Central, as changes made in the old SAIL platform won’t transfer over.


How is Sprout Concierge different from Sprout Info and HR Link?

  • Sprout Concierge answers inquiries based on uploaded content specific to an organization, such as your employee handbook or company policies. 
  • Sprout Info provides quick information to how-tos, user guides, and troubleshooting issues about Sprout’s core products. 
  • HR Link addresses questions about Philippine labor laws, workers’ rights, employee benefits, wages, and other related topics.

Why do I need Sprout Concierge?

Having a Q&A sidekick can help offload answering basic repetitive inquiries that can’t be handled by your HR admins, especially if they’re receiving a high volume of questions. Instead of employees browsing through multiple documents or sending messages to different people, they can go straight to Sprout Concierge to find answers in the fastest way possible. This way, HR admins could also focus on more complex issues to resolve.


How does Sprout Concierge work?

Simply type in your question or chat with Sprout Concierge, and it will give answers to your queries in seconds. Its answers will be based on the company documents you will upload. 


Admins can also create multiple Sprout Concierge sidekicks to support different teams in your company. For example, you might have one for HR and another for IT so that each group gets help that's tailored to their needs.


How will Sprout Concierge get access to our internal documents?

As a Sprout HR admin, you have the permissions to configure Sprout Concierge by default. You can add knowledge or upload documents directly in Sidekick Central to power your own Sprout Concierge sidekicks.


Will changes take effect in real-time if I modify an old document and upload it?

Yes, Sprout Concierge should be able to respond in real-time after uploading a new document. However, deleting the old document is crucial to avoid conflicts on the information. This process might take a few minutes, depending on the size and number of documents to be deleted.


On the other hand, if you’re making changes to a live web page, you will need to import the web page again for Sprout Concierge to be trained on the changes. Retrieving information from web pages is not real-time.


Can I feed any type of document to Sprout Concierge?

We recommend that you upload documents specifically beneficial for your organization. We also support web page links, so it’s easier to train Sprout Concierge.


What are the restrictions in uploading documents?

  • Files should be in PDF, DOCX, PPTX, or HTML format.
    • Note: Old versions of DOC or PPT will not work. Please convert them to DOCX or PPTX.
  • Files should not be password-protected.
  • File content should be typewritten (editable text that can be copied and pasted, not scanned).
    • Note: Images will be disregarded.
  • Max file size for each batch upload should be 50 MB.

What are the restrictions in importing website links?

  • Links should be in the following formats:
  • The whole website will not be imported. Only individual web pages will be retrieved.

If a URL is not supported, please let us know by submitting your feedback.


How do I activate Sprout Concierge?

If you’re using Sprout HR, Single Sign-On (SSO) Mode should be enabled. Please contact experts@sprout.ph or your customer success manager to enable SSO for your organization.


Once SSO is already enabled, Sidekick Central will be readily accessible on your HR dashboard or mobile app. This is where you can start adding and configuring Sprout Concierge for your company. Simply agree to the terms, and you can start using the available sidekicks whether you’re an admin or an employee.


Who will have access to Sprout Concierge?

Only employees within your organization should be able to access Sprout Concierge as documents uploaded are also confidential and specific to your organization. Logging in is required before accessing it.


Can I limit access to Sprout Concierge by user or department?

It’s not possible yet if you’re using Sprout HR because Sprout Concierge is intended to be activated to all employees of the company; for everyone’s use, similar to Sprout Pulse.


Can I change the persona of Sprout Concierge to be on brand?

Yes! You may choose from the predefined list that we have or create your own persona. However, sometimes the persona only takes effect in greetings and small talk. This is to ensure that the persona prompt will not be in conflict with retrieving answers from the knowledge sources.


Can I whitelabel Sprout Concierge?

The Sprout Concierge branding cannot be modified. However, you may change the name, description, and its persona to cater to your company’s brand.


Want real-time responses? Explore Sprout Info, your 24/7 guide for product inquiries!