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Channels

Notices, banners and status emails

Cliedesk can tell customers about news before they ask, and can email them when their request changes.

Notices

A notice tells customers about an incident, maintenance or news. Supervisors and above (the Manage the help center permission) manage notices.

  1. Open Settings → Channels → Notices and select Add notice.
  2. Choose the Kind: Incident, Maintenance or Announcement.
  3. Enter the Title and the Message.
  4. Under Show in, choose where it appears: Chat widget, Portal, Help center and Banner on every page.
  5. Set Starts and Ends for planned maintenance. Empty: now.
  6. Select Save notice.

The list shows each notice as Showing now, Scheduled or Ended. Select End now to stop a notice.

Incidents and trackers

For an incident, you can tick Open a tracker conversation: link affected conversations to it; resolving it ends this notice. You can also let New conversations that match join the tracker and add a Saved reply for agents.

When you resolve the tracker, the notice ends. In Resolve tracker, choose Send each customer a reply to send the update to the linked customers. See Work a conversation for trackers.

Site banner

With Banner on every page, the newest live notice shows at the top of every page of your site. The chat widget does not need to be on. Each visitor can close the banner; it stays closed for that notice in that browser.

Targeted or scheduled banners with a button, and AI help with notices, are available with Cliedesk Pro.

Quick-reply buttons in the widget

Admins can add up to 6 buttons to the widget home, such as “Where is my order?”. A tap starts a chat with that text ready to send.

  1. Open Settings → Channels → Chat widget.
  2. Under Quick-reply buttons, enter one button per line.
  3. Save.

For other languages, use the quickReplies widget text, with the buttons separated by |. Buttons per message and AI-suggested buttons are available with Cliedesk Pro.

Status emails

When an agent or a rule moves a conversation to another status, the customer gets one email. It uses the status’s customer name in the conversation’s language. People with Manage email (Admins and Owners) set this up in Settings → Channels → Email → System emails, under Status changed.

  • Tell the customer when the status becomes: tick the statuses customers hear about. New, Open and Snoozed are off by default.
  • Edit text… changes the first line of the email, for all languages or one language. Use tokens such as {number}, {subject}, {status} and {name}. A token can have a fallback for an empty value: {name | "there"}. An unknown token is refused.
  • Preview shows the email with sample data, in the layout of the brand and in the language you choose.
  • Wait for the customer’s morning (quiet hours in their time zone): a status email due between From and To (21:00 to 08:00 by default) waits until the quiet hours end. When the customer’s time zone is unknown, it goes at once. A product can have its own value.

Status emails are service emails. Cliedesk Free sends no promotional email. SMS and WhatsApp opt-in are available with Cliedesk Pro.

A chat reply the customer has not seen after 3 minutes is emailed to them once. See Channels.