Knowledge AI

These tools are part of Cliedesk Pro. Most of them need a connected AI provider (Settings → AI → Providers). AI never publishes anything by itself: what the AI writes is a draft until a person publishes it.

Choose what the AI may use

Open a help article. In the editor sidebar, open AI use:

• AI agent may use, Copilot may use, AI may cite (show the link). Each one can follow the default for its source type or be set to Yes or No. These do not change who can read the article on the help center.
• Answer verbatim: for prices, legal text, cancellations or warranty. Add how customers ask it (one example per line). When a question matches well enough (the Match level, 80 by default), the AI agent sends this exact text, translated when the customer writes in another language. Then it can show buttons, hand off to a person, link the request form or mark the conversation resolved. Click Save AI settings.

Saved replies can be approved answers too: a knowledge manager flags a shared saved reply with example questions. The AI agent then sends it with the customer’s details filled in, and the copilot shows it under Approved answer.

The visibility AI only (never shown on the help center) keeps an article out of the help center, search and customer replies. Only the AI agent and the copilot use it.

Articles for one audience

Go to Settings → Help center → Audience levels and click Add audience. Pick the Type (WordPress role, Customer segment, Product plan or Organization), choose the role or type the id (for a plan, the product id, or product id:plan such as 3:gold), give it a Name and click Save audience levels. Each audience is now a choice under “Who can read it” for articles and categories, for example Segment: Beta testers.

Only signed-in customers in that audience can open, list or search those articles. Guests are asked to sign in. The AI agent does not use these articles; the copilot treats them like internal articles. If you remove an audience, its articles are hidden until you choose another level for them.

Give an article and its category the same audience. If they use different audiences, the article is hidden from customers and listed in a warning on the Audience levels screen until you fix it.

Segment, organization and plan audiences need a proven account: the customer has set or reset their password with the link from their email, or their contact was made after they signed up. Role audiences always work.

Correct an AI answer

In a conversation, open Knowledge in the side panel. Enter the number of the AI message and click Improve this answer. Fix the answer and click Save AI-only snippet. If the text looks like it has personal data, Cliedesk warns you first; remove it or click Save anyway. The AI uses the snippet within a minute.

Also in Knowledge:

• Create article with AI writes a draft from the conversation (personal data removed). If a similar article exists, you get a proposed update instead. Both wait for review.
• Mark as good resolution proposes the conversation as a question and answer. A person approves it under Settings → Workspace → Knowledge AI → Good resolutions.

Review suggestions

Go to Settings → Workspace → Knowledge AI. A weekly job fills these tabs; click Look again now to run it now.

• Suggested snippets: questions the AI could not answer, with the people’s answers. Approve (you can edit the text first) or Reject… with a reason.
• Content gaps: topics without a good article, with evidence such as “gift wrapping: 0 articles, 38 failed searches”. Draft an article makes a review draft; Draft a playbook is offered for missing actions; Dismiss for good hides a gap forever. After you publish the draft, the gap shows the failed searches before and after.
• Contradictions: articles that recent conversations or other articles contradict, with a proposed fix. The article owner also gets a task. Put the fix in a draft opens it for review.
• Help center builder: the AI reads your pages, products and past questions and proposes categories and 5–40 draft articles. Select drafts and click Publish selected. Regenerate keeps drafts you edited.
• Knowledge sources: crawl a whole site (with address patterns, a schedule and an optional custom header), and connect Google Drive, Notion, Confluence or GitHub. Synced items are read-only and sync every 24 hours. Pick who can read crawled pages: agents only (the default), AI only, or everyone. A site read with a custom header is always for agents only. If you change the crawl’s address to another site, enter the header again.

Read pages built by JavaScript

Some sites build their pages with JavaScript. A plain fetch then finds almost no text, so the page is not added. To read such pages, you need a rendering service that you run yourself (for example Browserless). Cliedesk never sends pages to any service unless you set one up.

1. Go to Settings → Workspace → Pages built by JavaScript. You need the Manage settings permission (administrators).
2. Enter the Rendering service address (https), for example the /content address of your Browserless.
3. Enter the Token if your service needs one. It is stored safely; only its last characters are shown.
4. Optional: list the sites in Only pages of these sites. Pages of other sites are never sent.
5. Click Save, then Test.

Cliedesk sends only the address of a page that has less text than the number you set (200 characters by default). It uses this for web pages in Settings → Help center and for whole-site crawls. Crawls with a custom header are never sent. If the service fails, the page is read as before. Turn on The service runs on my private network only when the service has a private address. To turn it off, clear the address and click Save.

Write with AI

In the article editor, open AI writing assistant. Select a block and pick a command, or use Draft from outline and Title, excerpt and keywords. You see the change as a diff: click Accept to insert it or Reject. Check AI readiness lists what to improve for AI answers. Summary (TL;DR) shows an AI summary proposal after you publish; click Use it to show it on the article, edit it, or Lock it.

Conflict check (in the same sidebar) compares the article with your other articles, saved replies and AI policies. Click Check for conflicts. You see each contradiction, duplicate or unclear point with a link to the other text. When another article says something different, a fix for it waits in the admin copilot.

In the saved reply editor (Automation > Saved replies), each reply text has Write with AI and Check for conflicts. Click Write with AI, say in a few words what the reply should say and click Write. Read the draft, then click Use this text to put it in the reply text, or Discard. Nothing is saved until you save the reply. Check for conflicts compares the text with your articles, other saved replies and AI policies.

Answers for customers

Add the Ask block (or the Still need help? Ask pattern) to a help page. Customers get an answer with links to public articles and can click Talk to a person, which sends the exchange to your team. It uses the same spam limits and bot check as your request form (Settings → Security). The help center search shows the same AI answer above the results.

With Semantic search on (Settings → AI → Switchboard), Cliedesk also finds articles by meaning:

• Help center search lists articles that match the meaning of the words, not only the words. A search for “parcel” also finds an article about “packages”.
• Related articles shows your own picks first, then the articles closest in meaning.
• Article suggestions while a customer types also use meaning. A text such as “I want my money back” gets no suggestions, because it means a refund (like the words in Settings → Help center). Customers only ever see articles they may read.

Large knowledge bases

Settings → AI → Vector store connects Qdrant or pgvector over HTTP. Enter the address and key and click Save; Test checks the connection. If the store fails, search keeps working with the built-in vectors.