AI agent tools

This guide covers a feature of Cliedesk Pro. The free plugin is a complete help desk; see what Pro adds.

This is part of Cliedesk Pro. The AI agent can use actions, for example to look up an order, add an order note or pause a subscription. You decide which actions it may use and how much it may do alone.

Choose what the AI may do

Open Settings → AI → Tools (needs the Manage AI permission). Pick the AI profile at the top. Each tool has:

Autonomy: Off (the AI cannot use it), Suggest to the team (a person decides; nothing runs), Ask approval (a person approves first) or Auto (the AI runs it; it is recorded).
Offered to: Customer AI, Copilot only, Customer AI and copilot or Humans only.
Confirm with the customer first: the customer sees what will happen and presses Confirm (or replies “Confirm” by email, with the order number). This is always on for cancellations, address changes, item changes and refunds.
Pinned arguments: fix a value, for example the customer’s own WordPress user. The AI cannot change it, so it cannot read or change another customer’s data.

New actions start Off. Actions that change data are offered to the copilot only until you choose Customer AI. Read-only lookups are on. Click Reset to default to go back.

The copilot only suggests an action (as a chip above the reply box) while it is offered to the copilot. If you set Autonomy to Off yourself, or choose Customer AI or Humans only, the copilot stops suggesting it. A playbook that uses an action set to Off or Humans only cannot be turned on.

Money actions

Refunds, credits, coupons and reships ask for approval for every amount. You can set Auto-approve up to (amount) and Auto-approved per customer and day, but only after this AI profile ran in shadow mode (see AI test lab). Above the amount, over the daily count or over the AI user’s money limit, a person still approves.

What the customer sees

Before a change, the AI checks that it is allowed (for example, a shipped order cannot be cancelled) and shows a card with what will happen and the amount. With two or more subscriptions, the customer first picks one. Before a subscription is cancelled, the AI offers to skip the next renewal, pause it, or a discount. To see account details, a customer who is not signed in gets a 6-digit code by email.

Action records and retry

The Usage tab shows how often the AI used each tool and how often it failed. In a conversation, the AI actions section of the side panel shows every action in plain words: the result, why it was allowed, what the customer saw and confirmed, and the approval.

When an action fails, the customer gets an honest message, an internal note explains the error and the conversation goes to your team. Click Retry to run the same action again with the same details. When an approval expires, the prepared action waits in the same place.

Other services

Tools from other services’ MCP servers appear here after you switch them on in Settings → Developer → MCP servers for AI (MCP). Plugins can add return and shipping actions; they appear here while the plugin is active.