Inbox

The Inbox lists the conversations you can see, sorted into views. Unread conversations show in bold.

Built-in views

Cliedesk has these views: My open, Unassigned, Needs attention, Mentions, Created by me, Waiting, Later, All, Resolved, Spam and Trash. Each view shows only conversations your role may see.

Needs attention lists your replies that were held back, for example because a customer wrote while you were replying.

To hide a view, use Hide in its menu. It moves to Hidden views.

The number next to each view counts its open conversations (needs work and waiting). It updates within 30 seconds. In very large inboxes (more than 20,000 conversations, or when counting is slow) the numbers are counted in the background: they can be a few minutes old (at most 10 minutes plus the counting time), and right after you sign in for the first time no number shows until the first count is done.

Live now

Live now (N) in the sidebar lists the open real-time conversations you may see: chat, WhatsApp, Messenger and voice. Email conversations never show here. The newest customer message comes first. Each row shows the customer’s state: Online while their chat window is open, Typing… or Away. The list updates every 10 seconds. Resolved or ended chats leave it. When nothing is live, the section is hidden.

Create your own view

1. Select New view.
2. Enter a Name and an optional Icon (emoji).
3. Add conditions. Choose All of these conditions or Any of these conditions.
4. Choose Sort by and the Columns for the table layout.
5. Under Who sees this view, choose Private, Shared or Everyone.
6. Select Create view.

Sharing a view with others needs the shared-views permission (Supervisors and above). A view whose conditions run slowly shows This view is slow.

Conditions you can use

Views, rules and queues use the same list of conditions. Some examples:

• Conversation: Status, Type, Queue, Assignee, Team, Product, Priority (for example is higher than), Channel, Started from, Language and Tags (all, any or none).
• Text: Subject and message text that contains all, any or none of your words.
• Times: created, updated, Last customer message, Last agent reply, resolved and Waiting since, with relative dates such as “more than 2 hours ago”.
• Service: Satisfaction rating (Happy or Unhappy). Cliedesk Pro adds SLA state and Next SLA due.
• People: you as follower or participant (I follow, I take part), Created by me and the requester.
• Customer: any contact condition, the organization and its tags, a segment and the customer owner. With WooCommerce, this includes lifetime value, order count, and the status and total of the linked or latest order.
• Your own custom fields, by field type.

Add a view from a template

1. In the Inbox sidebar, select Add a view from a template.
2. Pick a template: Urgent, Chats, Email, Refund requests or Unhappy customers. VIP customers shows when your contacts have a VIP segment. With several products, there is one template per product.

The view is added as your own view. You can edit it like any other view.

Cliedesk also creates a view for everyone on its own: one for each new request form (Form: name) and, with Cliedesk Pro, one for each new support mailbox (Email: address). If an admin deletes such a view, it does not come back.

Sort the list

Select the sort button above the list. Options include Priority, Waiting longest, Recently updated, Newest, Oldest and Snooze or scheduled time. Each view keeps its own sort.

Tabs and split view

Every conversation you open on its own page becomes a tab at the top (up to 10, kept in this browser). Each tab shows the customer and what they do now: Typing…, Online in the chat, and how long they have been waiting. This updates every few seconds. Select × on a tab to close it.

• Split view with: choose another tab to see two conversations side by side. Close split view goes back to one.
• Show list: a short list of the other conversations in the view you came from, in the same sort, next to the conversation.

Folders

Group views and queues in folders in the sidebar.

1. Select New folder.
2. Enter a Folder name and add views or queues.
3. Select Save folder.

You can drag views and queues onto a folder. Supervisors and above can share a folder with teams.

Table columns

In the Table layout, select Columns… to show, order and size columns. Save my columns changes the table for you only. Save for everyone changes the view for everyone who uses it. You can also change status, priority and assignee directly in a cell.

Search

1. Press / or select Search.
2. Type words, a conversation number such as #1234, an email address or a phone number.

Exact matches show first. Narrow the search with operators, for example status:open, tag:refund, assignee:none, created>7d or from:customer. Suggestions appear as you type. Select Search syntax for the full list. Put - before a word to leave it out.

Select Advanced filters to add any view condition. Select Save as view to keep the search.

Bulk actions

1. Select Select conversations, then tick the rows. Or select Select all conversations in this view.
2. Choose an action, such as Assign…, Status…, Priority…, Add tags…, Merge… or Export transcripts….

Cliedesk checks your permission for each conversation. It skips the ones you cannot change and lists them in a report. Most bulk actions can be undone when the job finishes.

Review mode for spam

People with the Manage spam permission (Agents and above) see Spam in review mode: one card at a time. Use Not spam (A), Move to Trash (D), assign (R) and Open to edit (E). Press . to repeat the last action. Select Show the list to leave review mode.

Play mode

Play mode opens the next conversation of a view for you, one at a time.

1. Open a view and select Play.
2. Work the conversation and send.
3. Select Skip to pass. The conversation stays out of your Play queue for 4 hours.
4. Select Stop to end.

Under After sending, choose to open the next conversation, go back to the list or stay.

Start a conversation

1. Select New conversation.
2. Enter the Customer email, Subject and Message.
3. Select Send. Email delivery is coming in a later version.

To record a phone call, turn on Log as an internal note, then select Log conversation.

See Conversations to work inside a conversation.