Threada vs. Kustomer Sidekick
Kustomer Sidekick enhances agent productivity inside the CRM. Threada delivers grounded website answers with citations, freshness controls, and per-embed analytics. Here is how they differ and how to use both.
Comparison
| Dimension | Threada | Kustomer Sidekick |
|---|---|---|
| Grounding | Hybrid RAG with refusal policy and citations | CRM data, macros, and agent assist |
| Freshness | Sitemap-first crawl, IndexNow, incremental recrawl | Based on CRM updates and configured sources |
| Analytics | Per-embed impressions, opens, chats, messages, fallback reasons | Agent productivity and CRM metrics |
| Security | SRI, strict widget CSP, origin checks, SSO, formal threat model | CRM platform security |
| Multi-tenant | Agency friendly styling and quotas per tenant | Single brand CRM focus |
When Threada fits best
- Visitors ask open-ended questions on marketing, pricing, or docs pages.
- Agencies manage multiple brands and need isolated styling, quotas, and analytics.
- Security teams require strict CSP and origin validation for embeds.
- Ops teams want retrieval transparency to reduce hallucinations quickly.
When to lean on Sidekick
- Agent assist and CRM workflows are central to your support motion.
- You rely on Sidekick recommendations within Kustomer timelines.
- Authenticated cases drive the bulk of volume.
Pairing both
- Deploy Threada on public pages for grounded Q&A with citations.
- Keep Sidekick inside the CRM for agent assist and ticket resolution.
- Route account or transactional intents from Threada to Kustomer agents when authentication is needed.
- Compare Threada containment with Sidekick-assisted resolution to refine content and crawl cadence.
Grounded answers on the open web reduce bounce while Sidekick accelerates authenticated support. Running both keeps visitors informed and agents efficient.