Inbox extras in Cliedesk Pro

This is part of Cliedesk Pro. Admins set it up in Settings → Workspace → Inbox (Pro). People who can manage settings (Admins and the Owner) can change it.

Instant updates

Turn on Instant updates through the push service of the event stream. First choose a push service (Pusher, Soketi, Mercure or Centrifugo) in Settings → Developer → Event stream. Then lists, counts and the open conversation change about 2 seconds after something happens, instead of at the next poll. If the service is down, the inbox keeps polling as before. Ably works for the event stream, but the inbox uses polling with it.

AI views

The inbox sidebar has AI handling, AI waiting, Handed over by AI, AI resolved, AI to review and Needs teammate input. When you reply to a conversation the AI is handling, the AI stops and the conversation moves to you. In Conversations the AI agent handles, choose Follow normal routing or Stay in “AI handling” until the handoff.

Describe a view

In the inbox sidebar, select Describe a view and write what you want to see, for example “angry VIP customers waiting more than 2 hours about refunds”. Select Find conditions. Cliedesk lists the conditions it found and the words it did not understand. Select Create view to save a normal view. Change it with Edit view like any other view. The view keeps the conditions, not your text.

Home

• AI briefing: select Write my briefing for a short list of what needs attention first. Supervisors also see the Team digest: open conversations, tags with a spike today and conversations not updated for 2 days. Without AI the briefing is hidden. Handed over by AI lists conversations the AI gave to you.
• Also send it to Slack or Teams sends My day to you as a direct message once a day from 7:00. An admin must connect Slack or Teams with personal messages on.

Search

Choose a Search backend: Meilisearch, OpenSearch or Typesense on your own server. Enter the Server address (HTTPS) and the Index name and save, then enter the API key and select Index all conversations. If you later change the backend or the server address, the key is removed: enter it again. Search still uses the built-in search, and adds what your search server finds. Everyone sees only conversations they may open.

Incognito

Admins and the Owner have View incognito. Switch on Incognito in the top bar for up to 8 hours. Other agents and the customer do not see you on conversations. Every conversation you open is written to the read-access log.

Live typing preview

It is off at first. With Agents see what chat visitors type before they send it, agents see the visitor’s draft above the composer, and the chat widget shows the Notice in the chat widget. It never runs for visitors who send Do Not Track or Global Privacy Control, or in the widget’s private mode. This needs a coming update of the chat widget before drafts reach agents.

Side panel and composer

• AI summary in the side panel shows the summary of the conversation.
• Adaptive side panel: for a conversation about orders, shipping or refunds, the Orders card comes first and opens. Context rules still apply first.
• Next status after a reply: Suggest on the send button chooses Send & wait for the customer when your reply asks the customer something. Apply after Send, with Undo also sets the status after a plain Send and shows Undo for 60 seconds.
• Fill form fields from emails with AI fills empty form fields marked “AI may fill” from the customer’s email.
• On a tracker, Linked issues lists its Jira, Linear, GitHub, Trello or Asana issues.

AI translation disclosure

In AI translation disclosure, choose whether translated replies say that AI translated them, and write your own Disclosure text.