Products and brands

A product is something you support, for example a plugin, a shop or a service. Every conversation belongs to one product. There is no limit on the number of products. The brand is the look and the sender name customers see: in Cliedesk Free, every product uses the workspace brand.

People with the Manage products and brands permission manage products in Settings → Workspace & brands → Products.

Add a product

1. Select Add product.
2. Enter the Product name, the Website and the Support email address.
3. Select Create product.

A brand of its own, a help-center section and Copy settings from another product are available with Cliedesk Pro.

To change the order of products, use the Order column of the list.

Archive, merge or restore a product

Open the product and go to Lifecycle.

• Archive product: the product leaves the pickers and routing. Its conversations stay and can still be found. Select Restore product to bring it back.
• Merge into another product: choose the product under Merge into, select Merge…, then Merge products. Conversations and access move to the other product. Cliedesk asks for your password first. Under Merge history, select Undo merge within 30 days. Change the period with Product merge undo period (days) in Settings → Workspace & brands → General.

How Cliedesk finds the product

Cliedesk picks the product of a new conversation by fixed rules, in this order:

• Chat widget: the data-product attribute of the widget code (the product’s slug), else the default product. Finding the product from the website the widget runs on is available with Cliedesk Pro.
• Email (incoming mailboxes, Cliedesk Pro): the product of the address the email was sent to, else the product of the mailbox.
• Forms: the product of the form.

Add rules in the product’s Detection & IDs tab with Add rule. Choose a Type, for example Website domain, Page address (URL rule) or Support email address, a Match and a Value.

When the product is wrong, change Product in the conversation header. Messages, files and episodes move with it. The change is logged and routing runs again. Detecting the product with AI is available with Cliedesk Pro.

What each product gets

• Chat widget. One widget code works for every product. With data-product="b", new chats belong to product B. See Chat widget.
• Email. Mail to product B’s address becomes a product B conversation, and replies go out from that address.
• Customer portal. A customer whose requests are about several products gets a product filter in the portal. The list of the customer’s own products comes with Cliedesk Pro.

One shared setup

In Cliedesk Free every product uses the same setup:

• The workspace brand. Its name, logos, colours, favicon, email sender name and signature are used by the portal, the sign-in page, emails and their layout, the satisfaction survey page and signatures. Edit it in Settings → Workspace & brands → Brand. A product’s Identity tab shows the brand it uses.
• The workspace settings. The widget, email, satisfaction, conversation and other settings have one value for the whole workspace. The Inheritance tab says so.
• The workspace business hours and help center. See Business hours and Help center setup.

Cliedesk Pro adds several brands, a brand and identity overrides per product, settings per product and brand with an inheritance view, a widget per website, a help center per product (/help/product-slug/) and business hours per product. When Pro is turned off, what Pro stored stays, but every product uses the workspace setup again.

Product in the inbox, rules and reports

When you have more than one product, the inbox shows a Product switcher above the list. Choose a product, or All products. Each product shows its number of open conversations. Your choice is saved for you on every device. The list, the totals and every view count follow it, so each product has its own Open, Unassigned, Mine and Waiting.

Product is also a condition in views, rules and routing. Reports can be filtered and split by product, and search can filter by product.

Multisite

On a WordPress multisite network, each site has its own Cliedesk workspace, with its own tables and data. When you activate Cliedesk for the whole network, every site is set up, and new sites are set up when they are created. On a large network the first five sites are set up at once and the rest in the background; a site that is not set up yet sets itself up the first time an administrator opens it (or on its next WP-Cron or WP-CLI run). Deleting a site deletes its Cliedesk data. One shared helpdesk for the whole network comes with Cliedesk Pro.