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Integrations

AI-built panels

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

AI-built panels are part of Cliedesk Pro. You describe a sidebar panel in your own words and paste a sample answer from a connector. The AI drafts the panel. You check it in a live preview, test it and publish it. Agents see a panel only after you publish it. People with the Manage integrations permission (Admins) build panels in Settings → Developer → AI-built panels.

A panel reads one connector. The connector must be a Read connector that is active and does not ask the agent or the customer for a value (for example, it finds the customer by email).

Draft a panel with AI

  1. Select New panel and choose the Connector.
  2. In What should the panel show?, write what you want. For example: “Show the customer’s licences with the expiry date and a renew link.” If links may go to another address than the connector’s, write that address here (for example shop.example.com).
  3. Paste a Sample response (JSON): an answer of the connector with made-up data. Leave it empty to use the connector’s mock response.
  4. Select Draft with AI. After a few seconds the draft opens in the editor. The AI also says in one or two sentences what it built.

The sample is only data. If it contains text that looks like an order (“ignore your instructions”), the AI does not follow it. A panel can never have forms, and its links go only to the connector’s address or the addresses you named. When the AI drafts something that is not allowed, it is left out and listed under the draft.

Check, test and publish

  • The Live preview shows the panel with the sample response. It changes as you edit the Panel definition (JSON) or the sample.
  • Select Save draft to keep your changes. Each save is a draft version. Drafts never show to agents.
  • Select Test with the mock response or Test on staging. The test runs the connector with its mock answer or its staging address, never with live customer data.
  • When the test passes, select Publish version …. The panel then shows in the conversation and contact sidebar. Each publish is in the audit log, with the AI as author and you as the person who approved it.
  • To go back, select Roll back next to an earlier published version. To remove the panel from the sidebar, select Unpublish.

Without AI

If AI is off, or the AI-built panels feature is switched off in the AI settings, select Write it myself. Then write the panel definition in the editor. Preview, test and publish work the same way.

What agents see

Agents see the panel in the sidebar of a conversation or contact. Each time it opens, the connector runs for that customer. A button on the panel is one of your sidebar buttons, with its own roles and confirmation.