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Cliedesk Pro

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Channels

Reviews, comments and forums

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

This is part of Cliedesk Pro. Unhappy reviews, and comments or forum topics that ask for help, become conversations, so your team can answer them like any other request. People with the Manage channels permission set it up in Settings → Channels → Reviews and comments.

WooCommerce reviews

A review with 3 stars or fewer becomes a conversation. Choose another limit in Up to this rating. Higher ratings create nothing. When a signed-in customer bought the product, the conversation shows the order. A guest’s review shows no order: anyone can type an email address into a review.

A review that waits for moderation is a conversation too. Approve the review before you answer it in public.

Comments and bbPress topics

Comments on your posts and pages, and bbPress forum topics, become conversations when they ask for help: a problem, an order, an account, a question to you. Praise and chat stay on your site. Comments by your team are never conversations.

Support intent threshold (1 to 100, default 50) decides how sure Cliedesk must be. Higher: fewer, clearer requests. Choose which Post types to read.

When the same signed-in person writes again under the comment or in the topic, it joins the conversation. A guest’s later comment does not join, because anyone can type the same name and email.

Trustpilot

  1. Go to Settings → Channels → Messaging, select Connect account and choose Trustpilot.
  2. Enter the Business unit ID, the API key and API secret, and the Business user ID who signs your replies. Choose the highest rating that becomes a conversation (default 3). In Webhook token, enter a long random token (24 or more letters and digits) and keep a copy: Cliedesk stores it safely and does not show it again.
  3. Select Save and copy the URL.
  4. In Trustpilot Business, add a webhook for new service reviews. Use the URL with the token added at the end, for example https://shop.example/wp-json/…?k=TOKEN.

Trustpilot keeps one reply per review: a new reply replaces the old one. Trustpilot reviews cannot be hidden.

Answering

Your reply in the conversation is posted in public: under the review, under the comment or in the forum topic. To answer privately, choose Email in the reply box. Cliedesk uses the customer’s email only when it is confirmed (for example a signed-in customer who verified their address). For a guest, add the email to the contact first.

With the AI agent on for reviews, it can also answer product questions in public and move personal issues to a private channel. See AI agent channels.