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AI

AI permissions, AI teammates and your own settings

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

These settings are part of Cliedesk Pro. You find them in Settings → Team & roles.

Choose which AI features a role may use

People with the Manage roles permission (Admins) open AI permissions.

  1. Find the role, for example Agent.
  2. Untick the AI features the role may not use, for example Copilot draft or Ask.
  3. Optional: open Tools through the copilot and untick the suggested actions the role may not run from the copilot.
  4. Select Save AI permissions.

People of that role no longer see the feature. If someone tries it anyway, Cliedesk refuses it. Someone with two roles gets what either role allows. The Owner always keeps every AI feature. A role without the Use AI permission gets no copilot at all; give it in the role editor.

AI teammates

AI teammates lists every AI agent profile (Service, Ecommerce, Sales, Onboarding and your own) and the system sender, which writes rule messages and acknowledgements under the assistant name. They cannot sign in. Reports and the audit log show them as AI or system, never as a person.

By default an AI agent profile uses the permissions of the AI service user. To limit one profile:

  1. Select Give it its own role. The recommended permissions are ticked.
  2. Change what the profile may do and select Save role.

The profile then cannot use a tool that needs a permission it does not have. Permissions such as deleting, exporting or changing settings are never offered to an AI. To go back, select Use the service user’s permissions. Which tools each profile uses, and whether they ask for approval first, is in AI agent tools.

My API keys

People with Use personal API keys (Supervisors and Agents by default) open My API keys.

  1. Enter a Name, choose the Access and, if you are still testing, tick Test key.
  2. Select Create key. Copy the key now. It is shown only once.

A personal key acts as you and never has more rights than you. You can have up to 10 active keys. A personal key always expires, at the latest after one year (admins can set a shorter time). Select Revoke to stop a key at once. Admins manage all keys in API keys.

My translation language

In My translation language, choose the language AI translation shows customer messages in. AI summaries use it too, and your replies are translated from it. Same as my profile language uses your WordPress language. The languages you read without translation are in My profile → Languages. An admin can lock this setting for a role.

Verification codes by SMS

When a guest asks about an order on SMS, WhatsApp or a social channel, the AI agent sends the 6-digit code by SMS to the phone number on record, if an SMS channel is connected. Elsewhere the code goes by email. The code is valid for 10 minutes, and three wrong tries make it invalid.