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Notification channels (Pro)

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

With Cliedesk Pro, notifications can also reach you in Slack or Microsoft Teams and by SMS. Customers can get status notices by SMS or WhatsApp. This page adds to Notifications.

Choose your channels

  1. Select your avatar, then My profile.
  2. Go to Other notification channels.
  3. For each event under Notify me when, choose Slack or Teams and SMS.
  4. For SMS, enter your Mobile number for SMS in the international form, for example +4915112345678.
  5. Select Save other channels.
  6. Cliedesk sends a 6-digit code by SMS to the new number. Type it in Code from the SMS and select Confirm number. SMS starts only after this. The code works for 10 minutes. Select Send a new code if it did not arrive (at most 3 codes an hour).

Good to know:

  • These channels follow your In the app choice. When the app is off for an event, nothing goes here either.
  • Slack or Teams needs a chat connection with personal messages on (Settings → Developer → Slack and Teams). SMS needs a connected SMS provider.
  • Events an administrator set for everyone are read-only.
  • A team manager can change your channels. They see only the last two digits of your number. A number they add works only after you confirm it with the code.
  • In sensitive-content mode, messages only say that something needs your attention, with a link.

Quiet hours and smart filtering

Your quiet hours (in the bell panel) also apply here: nothing goes to Slack, Teams or SMS while they last. When they end, you get one summary. Approval requests and security notices always come at once, also during quiet hours.

  • Let urgent alerts through during my quiet hours: urgent alerts (for example SLA warnings) still reach you.
  • Smart filtering: low-urgency alerts wait and come together in one summary. Their emails come in the hourly summary email (not in sensitive-content mode). Urgent alerts still come at once.

How urgent an alert is depends on its kind (for example, an SLA warning is more urgent than a visit by a customer you own), the conversation priority and the AI triage of the customer’s message. Approval requests and security notices always count as urgent. Smart filtering never holds them back or leaves them out. Alerts you already read in the app are left out of a summary.

Web push notifications still follow only your quiet hours.

Settings for administrators

Go to Settings → Team → Notification channels (needs the right to manage settings):

  • SMS for agents: SMS defaults per event for people who have not chosen. Events locked under Notifications use these for everyone. Slack and Teams defaults are the personal message kinds of the chat connection.
  • Smart filtering: on for new people, Urgent from this score (1 to 99) (60 by default) and how often the summary goes (60 minutes by default).
  • Customer status notices: offer SMS and WhatsApp, and the WhatsApp template name.

Customer status notices

When a conversation changes status, a customer whose Preferred channel (on the contact) is SMS or WhatsApp gets the notice there:

  • SMS goes only to a number the customer proved: a verified phone number on the contact, or the number they wrote from by SMS. It is sent from the SMS number of the conversation’s product.
  • WhatsApp uses your approved template, only when the customer already wrote on WhatsApp. Its one placeholder gets the notice text. Without a template name, WhatsApp is not used. The notice does not count as a reply from your team.

If the message cannot be sent, the customer gets the notice by email, as without Pro.