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AI

AI summaries and translation

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

These features are part of Cliedesk Pro. They need an AI provider (Settings → AI → Providers). Admins turn each one on or off in Settings → AI → Switchboard. AI cost counts toward your AI budget.

Summary, title and handoff notes

Open a conversation and select Summary in the header. You see:

  • the AI title and the issue description. You can change both in Fields. AI never overwrites your text.
  • the Summary (AI) in your language. AI updates it in the background after new messages, at most every 2 minutes. Outdated means newer messages are not in it yet. Select Refresh summary to update it now.
  • the Latest handoff with the next step and a draft reply.

When a conversation moves to another agent, team or queue, AI adds a pinned Handoff note: the problem, what was tried, actions done, pending items, the reason, the next step and a draft reply. To ask for one, select Handover note, or add a note that says /handover (this needs AI use and handoff notes turned on).

Summaries made with internal notes or side threads stay in Cliedesk. Only a summary of the customer conversation goes to connected CRMs and Slack or Teams, and none when sensitive notifications are on. AI fills only fields that allow AI filling, and fields customers see only from the customer conversation.

When a conversation is resolved, AI saves a final summary to the customer’s timeline. Spam and very short conversations are skipped. In rules, the action Summarise with AI writes a summary to a note or to a text field.

Translation

When a customer writes in a language you do not read, the message shows its translation in your language with Translated by AI from …. Select Show original only to hide it. The original never changes. Languages on your profile list Languages you understand are never translated for you.

To answer in the customer’s language:

  1. In the composer, select Reply in ….
  2. Write your reply in your language and select Translate.
  3. Check the exact text the customer gets, then select Send translation.

The reply says “Translated by AI” in the customer’s language. Other agents can read what you wrote. Select Translate text to translate any text into any language.

Rate a translation with Good translation or Bad translation. If you can reply in the conversation, select Correct to fix it. Other agents then see Corrected by and your name. Your correction becomes a glossary proposal for admins.

Personal data rules in Settings → Security also apply to translations, transcripts and summaries: redacted data is never stored, masked data shows masked.

Voice messages and calls

Voice messages get a Transcript with its language. It is searchable, and summaries use it. Select Edit transcript to correct it. For a call recording or voice message, AI can also write a Call summary note with suggested answers, next actions and help articles.