Products and brands with Cliedesk Pro

Every edition has unlimited products, the add-product wizard, detection rules, the product switcher and one shared setup: the workspace brand and the workspace settings (see the Free guide Products and brands). Cliedesk Pro lets each product have its own setup. Where these options are, Free shows a PRO badge.

Several brands

Go to Settings → Workspace & brands → Brand. The list shows every brand, the Default one first, and how many products use each.

• Add brand: enter a Brand name, logos for light and dark backgrounds, the Portal favicon, the colours, the Email From name and the Email signature, then select Add brand.
• Edit changes a brand. Every product that uses it changes too, except the fields it overrides.
• Archive hides a brand. Its products use the default brand until you Restore it. The default brand cannot be archived.

Colours with a contrast below 4.5:1 on the background are refused.

A brand per product

When you add a product, choose its Brand. Later, open the product and go to Identity:

• choose the Brand;
• for each field (name, logos, each colour, email From name, signature), turn on Override “…” for this product and enter the product’s own value. Turn it off to use the brand’s value again.

The product’s identity is used by its widget, portal, emails and their layout, the survey page and signatures. In Settings → Email → Email layout, Layout for lists every brand, so each brand can have its own layout.

People can show customers another name per brand: in My profile, under Names per brand, enter a Name for and a Picture for each brand, then select Save names per brand. An admin who locks the customer-facing name for a role also locks these.

Settings per product

Many settings can differ per product, and some per brand: the chat widget (look, texts, home, spaces, privacy and more), email reply options and quiet hours, satisfaction surveys, auto-close and other conversation rules, signatures, the assistant’s name and picture, re-assignment when the assignee is away, escalation, the link blocklist and the default phone country. A product uses its own value, else its brand’s, else the workspace value.

• On a product’s Lifecycle tab, Close resolved conversations after (days) sets this product’s own value. Use the workspace value removes it.
• Through the settings API and WP-CLI, every such setting takes a product or brand layer.
• The product’s Inheritance tab lists these settings with their Value and where it Comes from: the product, its brand, the workspace or the default. Overridden marks the ones set on this product.

When you add a product, Copy settings from copies another product’s brand, team, queue, business hours, SLA policy, identity overrides, linked saved replies and other records, and its product settings. Detection rules are never copied.

A widget per website

One widget code works for every product. Without a data-product attribute, the widget picks the product whose Website domain rule matches the website it runs on (the closest domain wins: shop.example.com matches example.com), and uses that product’s settings and brand. The customer portal on a site uses the brand of that site’s product.

A help center per product

On a product’s Details tab, under Help center, choose New help-center section for this product, Existing help-center categories (tick them) or None, then select Save help center. The wizard offers the same choice.

A product with a help center gets its own address, /help/product-slug/. It lists only its categories and the shared ones (categories no product claims), and its search never shows an article that belongs only to another product. The widget and portal search of a product, and the contact options on its help-center pages, follow the product too.

Business hours per product

A product can have its own schedule (set with the product API, scheduleId). Outside its hours, the widget shows the offline message and the help-center contact options hide the chat. A conversation follows the schedule of its queue, then its team, then its channel, then its product, then the default schedule.

Products people see

You can limit people to some products. They then see only those products’ conversations, customers, reports, saved replies and internal articles, in the app and in the API.

• A person: on their page, Teams tab, under Limit this person to these products, tick the products and select Save products.
• A team: on the team’s page, under Limit the team to these products. Members see conversations of these products through the team.
• A role: in the role editor, under Products.
• New agents: the setting core.default_products sets the products agents without other limits see (empty: all products).

Owners and Cliedesk Admins always see every product. Only people who manage settings and see every product can set limits.

When Pro is turned off

• Brands, overrides, product settings, help scopes and schedules stay stored, but every product uses the workspace brand, the workspace settings, the workspace help center and the workspace business hours. They apply again when Pro runs.
• Product limits keep applying: Free enforces every stored limit, so nobody sees more products than before. Free shows where a limit comes from and can remove it (Remove limit; Reset removes a role’s limit), but cannot set one.