Skip to content

Black Friday:

60% off

Cliedesk Pro

Every plan, every site count. Ends Cyber Monday.

00 days 00 hrs 00 min 00 sec
Claim 60% off

Daily work

Work a conversation

A conversation shows every message, note and change in one timeline. Each message type has its own style and label, for example customer messages, replies and internal notes.

Change status, priority and assignee

Use the header at the top of the conversation:

  • Status: Open, Waiting, Resolved and your own statuses. Closed is set by Cliedesk after a resolved conversation stays quiet.
  • Priority, Assignee, Queue and Type.
  • Snooze…: hide the conversation until a time. It wakes up early if the customer replies, unless you tick Stay snoozed until then, even if the customer replies.

When you move a conversation to another queue, select Undo in the message to move it back.

Reply or add a note

  1. Press R for Reply (R) or N for Note (N).
  2. Write your text. Type @ in a note to mention a person or team. Type \ or press Ctrl+K (Cmd+K on Mac) to insert a saved reply (see Saved replies and macros).
  3. Press Ctrl+Enter (Cmd+Enter on Mac), or select Send reply or Add note.

Internal notes are for your team only. Customers never see them. Collaborators can add notes but not reply.

Delivery of replies by email and chat is coming in a later version.

Your draft saves itself. Other options:

  • Add Cc or Bcc to copy other people.
  • To quote one message, select Reply to this message on it.
  • The send menu offers Send & resolve, Send & wait and Send & snooze, and who to assign it to after sending.
  • Send later… schedules the reply, for example Tomorrow at 9:00. Tick Only send if the customer has not replied by then if needed.
  • Select Undo right after sending to get your reply back.
  • Reply by picks the channel when the customer has more than one. A channel marked (window closed) only takes an approved template, so reply by email instead.
  • Your team can set which tab the composer opens on. Side threads by email with people outside your team are available with Cliedesk Pro.
  • Type /remind tomorrow 15:00 Call back and press Enter to set a reminder instead of sending.
  • Hover the customer’s name in a message to see their contact card. Turn on Show times in the customer’s time zone under the customer’s name to read every time in their local time.

Highlights in messages

Email addresses, web addresses and order numbers in messages are marked. Select a mark to see a card: the contact for an email address, Open in a new tab for a web address, and Open the order for the number of a real WooCommerce order (people who may see orders). Copy copies the value. A small face next to the priority shows the Sentiment field when it is set (by an agent or a rule; AI sentiment is available with Cliedesk Pro).

When someone else is working on it

You see who else is viewing or replying. If a new message arrives while you write, your reply is held. You see Your reply is on hold. Read the new messages, then choose Send anyway, Edit or Discard.

If an email reply fails or bounces, the reply shows the reason. Choose Retry to send it again, Edit and resend, or Discard to remove it. These replies are listed in Needs attention until you act.

Follow, remind and print

  • Follow this conversation in the side panel to stay informed. You are told about customer replies, teammate replies, notes, status changes and assignment changes.
  • Remind me… sets a private reminder. A resolved conversation reopens when the reminder is due.
  • Transcript… prints the conversation, saves it as PDF, or downloads an HTML or text file.
  • History… lists every change with who made it and the old and new values.

To merge conversations:

  1. Select Merge… in the header, or press Ctrl+Shift+M (Cmd+Shift+M on Mac).
  2. Enter the conversation numbers.
  3. Choose which subject, customer, assignee and priority to keep, then check the Preview.
  4. Select Merge into #….

You can undo a merge for 30 days. To split, select Split…, choose the messages and select Split into a new conversation. Both conversations are linked.

Under Linked conversations, link related conversations by number and type. When Cliedesk finds a possible duplicate, a banner offers Link as duplicate or Not a duplicate.

Tasks, trackers and checklists

  • Create task from this conversation makes an internal task. The customer never sees it.
  • A tracker groups conversations about one problem. Resolve tracker can resolve or reply to all of them.
  • Add a checklist attaches steps. Some checklists must be done before you can resolve.

Feature requests

To track demand for a feature, open a tracker and tick This is a feature request. The Feature request card shows the demand, for example 12 requests from 9 customers, the customer value and the top segments. When the feature ships, select Send to customers under Shipped: message to every customer and confirm with Send. Cliedesk sends the message at once to the customer of each linked conversation. This cannot be undone and needs the Bulk actions permission. There is no public voting board.

Context rules for the side panel

Admins can show the cards and saved replies that fit a conversation in Settings → Side panel layouts → Context rules. A rule matches a conversation type, channel or topic, for example type Billing → Orders first. It sets the card that comes first and the saved replies that are recommended first in the picker. Rules are tried from top to bottom and the first match wins. Your own panel layout (Customize panel) still comes first.

Spam and Trash

Mark as spam moves the conversation to Spam. You can still add notes. Move to Trash deletes it after the Trash period. Open it in Trash and select Restore to bring it back. Only Cliedesk Admins and Owners can Delete forever….

To change the customer, see Contacts and organizations. For CCs, followers and more agents, see People and the side panel. For formatting, attachments and voice notes, see Messages, attachments and rich replies.