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AI

Ask Copilot, articles and similar conversations

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

These copilot tools are part of Cliedesk Pro. You need the Use AI permission (Supervisors and Agents have it). Ask, quick answers and “Explain this policy” need a connected AI provider. Article suggestions, similar and related conversations also work without AI, with keyword search only.

The copilot never sends anything. You check the text and decide what to send.

Ask a question

  1. Click Ask in the top bar, press Ctrl+J (⌘J on a Mac), or open the command palette (Ctrl+K / ⌘K) and choose Ask Copilot.
  2. In a conversation you can also highlight text in a message and click Ask about this.
  3. Type your question, or click a suggested question. Press Enter.

The answer shows numbered sources, like [1]. A source with a link is a public article. A source marked Internal is for the team only.

  • Add to reply puts the answer into the reply. If the answer used internal content, Cliedesk asks you to check it first. Click Add anyway to continue.
  • Save as saved reply keeps the answer as your own saved reply.
  • To use fewer sources for one question, clear their boxes under the question.

Attach a file

You can attach one screenshot, PDF or log file (up to 750 KB) to a question. The file is used for that question only, it is kept in private storage, and it is deleted after 24 hours. You can keep up to 20 files (10 MB in all) at a time. Files are also deleted when the conversation is deleted or the customer’s data is erased. Email addresses and phone numbers in text and PDF files are hidden before the file goes to the AI provider.

Copilot in the conversation panel

The Copilot section in the conversation panel shows:

  • Relevant articles for the customer’s latest message. Click View source to read the text, Copy to reply to add it to your reply, or Insert link to add the article address. Click Quick answer for a short answer based on the articles, then Helpful or Not helpful.
  • Similar resolved conversations from other customers in the last 6 months, with how they were solved. Click Use reply as a draft to start from that reply.
  • Related conversations: open conversations of the same customer, the same organization or about the same issue, from 14 days before to 14 days after, in the same brand. Click Link to link them. Cliedesk never merges them.
  • Explain this policy: the policy that applies, the customer’s order values, your refund and credit limits, and whether the customer is eligible.

For admins: which sources each team may use

Admins with the Manage AI permission choose which sources each role or team may use in Ask, for example no billing data for tier 1. People never get answers from a source their role or team may not use.

Sources: help articles, internal knowledge, site pages, files, web pages, products, saved replies, past resolved conversations, orders, billing.

For reviewers: rate the sources of an answer

In Settings → AI → Traces, open a trace. Under Knowledge sources, mark each source Helpful or Not helpful. A “not helpful” source ranks lower for similar questions, and the article is flagged for review.

When AI is on, inbox search also finds resolved conversations that mean the same thing as your search words. They show after the normal results.