Recipes, system emails and the assistant

Recipes are ready-made rules. Open Settings → Rules and select Start from a recipe. A recipe rule starts off: check it, then turn it on. People with Manage automation (Cliedesk Admins) can add recipes.

Acknowledge new conversations

• Acknowledge new email conversations thanks the customer and says when the team will reply ({conversation.reply_promise}): “We will reply by Monday 10:00.” outside business hours (with Cliedesk Pro, from your SLA), the time you open again. With no time to promise it says “We will reply as soon as we can.”
• Acknowledge outside business hours does the same only when the team is away.

These rules answer only conversations a customer started. A conversation an agent starts (for example a new email to a customer) gets no acknowledgement. The acknowledgement never holds back the agent’s first reply.

Each customer gets at most one acknowledgement in 24 hours. While such a rule is on, the acknowledgement system email (Cliedesk Pro) is not sent, so customers never get two. Automated replies do not count as the team’s first reply for SLA.

Close resolved conversations

Resolved conversations close by themselves after the days set in Settings → Conversations (4 days by default; a type can have its own days). This is not a rule, so it keeps working when rules are paused. A customer reply before that reopens the conversation as usual.

Reminding quiet customers (a reminder after 24 and 72 hours, then resolve after 5 days) is a recipe of Cliedesk Pro, built on its time triggers.

System emails

Some emails are sent by Cliedesk itself, not by rules: request received, chat message received while away, unread chat reply, chat continues by email, chat transcript, status changed and satisfaction survey. The acknowledgement of incoming email is added by Cliedesk Pro. Deleting or reordering rules never affects them.

To change them, open Settings → Email → System emails. People with Manage email can do this. For each email you can:

• turn it off (a turned-off email is not sent at all);
• turn it off for some products (Off for …) or languages (Off for languages);
• Preview it in a product’s brand layout and language.

The assistant name

Messages written by rules and by the system show the assistant’s name, never a person’s name. The name shows in email sender names, the chat widget and the portal. The widget also shows the assistant’s avatar.

To change it, open Settings → Rules, go to Assistant, enter a Name and an Avatar image address, then select Save assistant. The default name is “Support assistant”. You can set it per workspace, brand or product.