More triggers, conditions and actions (Cliedesk Pro)

With Cliedesk Pro, the rule editor and workflows offer more choices. They work like the ones on Rule conditions and actions. People with Manage automation (Cliedesk Admins) edit rules in Settings → Rules.

When the rule runs

• The AI agent takes a conversation, The AI agent asks for a person, The AI agent resolves a conversation (choose the tiers) and The AI agent is unsure (a reply with a confidence under the number you set).
• A call comes in, A voice message comes in and A customer replies to a proactive message.
• A visitor views a page (address pattern and seconds on the page), The page address changes, A visitor clicks an element (a CSS selector such as .buy-now), A visitor opens the widget and A visitor presses a button in a message. The page triggers run on the visitor’s open conversation, at most once a minute.
• A customer answers an NPS or CES survey (choose the survey and the lowest and highest score) and The AI CX score is set. AI detects an intent can be limited to some intents and a lowest confidence.
• A subscription status changes, A booking status changes, A membership status changes, A record is created and A record is changed. These run on the customer.

In an address pattern, * stands for any text. A pattern that starts with / checks the path only. Without *, the address only has to contain the pattern.

Conditions

• AI triage, AI resolution tier, AI CX score and AI CX score band.
• Customer account (has a site account or guest) and Customer WordPress role.
• For each record source (for example licences or custom records): the number of the customer’s records and the status of the newest one. Store of the linked order or record helps when you have several shops.
• The message means: … and HTTP lookup: …. These are saved conditions. In this version an admin saves them through the REST API (POST /wp-json/cliedesk/v1/automation/conditions); a screen for them is coming in a later version. Then they show in the condition list:
  • a meaning has a short description (“asks about a late delivery”) and 2 to 5 example messages. Cliedesk compares the customer’s last message by meaning, in any language, and AI checks unclear cases. The conversation’s rule runs show the score and why it matched.
  • an HTTP lookup calls one of your connectors and reads one value (a JSONPath such as $.orders[0].status). It waits at most 10 seconds. When the service does not answer, the condition is not met.

To limit a customer-facing rule, set At most once every … per contact, for example once per 7 days. The rule check warns about a customer-facing rule that runs on every match.

Actions

• Add needed skills, Remove needed skills (for example language:es), AI agent handles.
• Send an AI-written reply (with a fallback text for when AI is off), Send a reply with buttons (separate the buttons with |) and Send a WhatsApp or SMS template.
• Add an AI summary note, Post to Slack or Teams and Notify people by SMS. A person gets an SMS only with a phone number on their profile. More than 15 recipients gives a warning.
• Call a tool of an MCP server, webhooks, HTTP connectors, issue trackers and CRM records. A failed call is tried again after 1, 5 and 25 minutes.
• Hide, Show again, Like and Delete a public comment. Above 30 requests per page and hour, the rest wait for the next hour.
• Refunds, cancellations, coupons and subscription changes, when your shop connection offers them. A rule’s money action waits for a supervisor’s or admin’s approval when the amount is above the limit in the settings (by default: every amount).

The WhatsApp, SMS and Facebook and Instagram channels are coming in a later version. Until then, the template, SMS and social comment actions work only with channels that support them.