Settings reference

This page lists every settings section in Cliedesk Free. Each section shows only to people whose role has the capability named in the table. The default roles are Owner, Cliedesk Admin, Supervisor, Agent, Collaborator and Viewer (see Team and permissions).

How to open settings

1. Open the helpdesk (/desk on your site).
2. Select Settings at the bottom of the left rail.
3. Pick an area, then a section.

The Settings item in the rail shows to people with Manage settings (Owners and Cliedesk Admins). My profile is open to everyone: select your avatar, then My profile.

Workspace & brands

Section	What it controls	Who can open it
General	Workspace-wide defaults, such as the workspace name.	Manage settings
Languages	The languages you support, and which shared content still misses a translation.	Manage settings
Products	What you support: names, detection rules and lifecycle.	Manage products and brands
Brand	Your name, logos, colors, favicon, email From name and signature, used everywhere. Several brands are available with Cliedesk Pro.	Manage products and brands
Plan & features	What Cliedesk Free includes and what Cliedesk Pro adds.	Manage settings

Channels

Section	What it controls	Who can open it
Channels	One row per channel account, with its product, queue, conversation type and satisfaction survey.	Manage channels
Email	Sending, the delivery log, blocked addresses, email layouts and system emails (incoming mailboxes: Cliedesk Pro).	Manage email
Chat widget	The chat widget: look, texts, spaces, availability and where it shows.	Manage settings
Portal	The customer portal page, who can sign in and what customers see.	Manage portal access
Forms	The request form page (forms from other form plugins are Cliedesk Pro).	Manage settings
Help center	Address, look and search of the help center (who can open it: Cliedesk Pro).	Manage the help center
Notices	Notices and banners for customers.	Manage the help center
Trusted and blocked senders	Senders whose messages always reach the inbox, go to Spam, or are refused.	Manage spam (Agents and above)
Arrival rules	Rules that block or sort new conversations before they reach the inbox, in order.	Manage spam

Team

Section	What it controls	Who can open it
People	Everyone who can open Cliedesk: invite, filter, change roles and deactivate.	Manage the team (Supervisors and above)
Roles	What each role may do, compared side by side, and reset of the default roles (custom roles: Cliedesk Pro).	Manage roles (Admins and Owners)
Teams	Groups of people with a supervisor, routing, signature and product scope.	Manage the team
Statuses	Custom agent statuses, Away reasons and automatic status (shown with Cliedesk Pro).	Manage the team
Notifications	Default notifications for everyone, and notifications nobody can turn off.	Manage settings
My profile	Your name, signature, notifications and how customers see you.	Everyone

Conversations

Section	What it controls	Who can open it
Conversations	Statuses and their order, when resolved conversations close, and when a reply starts a new conversation.	Manage settings
Conversation types	Types such as Request: who sees them, their statuses, form fields, title and when they close.	Manage settings
Queues	Shared inboxes: their order, who can see their conversations, which teams work them and how they are assigned.	Manage settings
Custom fields	Fields of conversations, contacts and organizations: type, options, rules and what customers see.	Manage settings
Field access	Who can see and edit each custom field (hidden and read-only fields per role or team: Cliedesk Pro).	Manage fields
Tags	All tags with how often they are used. Add, rename, merge and remove tags.	Manage tags (Supervisors and above)
Checklists	Steps agents tick off for a kind of conversation, and whether they must be done before resolving.	Manage settings
Customer cards	What the customer and organization cards show next to a conversation, for everyone or per role.	Manage settings
Side panel layouts	The order of the cards in the side panel next to a conversation.	Manage settings
Custom records	Your own record types, linked to conversations and contacts.	Manage settings
Satisfaction (CSAT)	Customer satisfaction surveys.	Manage settings

Automation

Section	What it controls	Who can open it
Rules	Rules and recipes.	Manage automation
Business hours	Working hours, holidays and planned closures.	Manage settings

Privacy & security

Section	What it controls	Who can open it
Security	Two-factor authentication, sign-in limits, emergency lockdown, retention and spam protection.	Manage security (Owners only)
Audit log	Who changed what and when. Filter, export and check the log.	View the audit log (Admins and Owners)
Change history	Every saved settings change, with its author. Roll back to an earlier version.	Manage settings
Blocked	Blocked contacts, IP addresses, ranges and countries, with who blocked them, when and why.	Manage spam

Developer

Section	What it controls	Who can open it
Setup Health	Checks of the site setup, with how to fix each problem.	Manage settings
Integrations	Integrations with other plugins, such as WooCommerce.	Manage settings
Move configuration	Download the configuration as a file, or load a file from another site. Cliedesk shows what will change first.	Manage settings
Add-on settings	Settings that other plugins add to Cliedesk.	Manage settings
Labs	Experimental features, switched on or off for this site.	Manage settings

The AI and Commerce areas show only when Cliedesk Pro or the matching plugin adds sections there.

Some settings ask for your password again before they save. See Security and privacy.

Every setting

The tables below list every setting Cliedesk Free stores, by its setting ID. Each has a field on a settings screen, except these technical limits, which you change only with WP-CLI: app.extra_allowed_handles, app.slug_redirect_days, automation.max_chain_depth, automation.max_runs_per_conversation_hour, commerce.password_resets_per_hour, core.dead_letter_days, email.max_retries, inbox.poll_seconds, notifications.retention_days and widget.rate_per_minute. Administrators can read and change every setting with WP-CLI: wp cliedesk settings.

• Default: the value after you install Cliedesk.
• Every setting has one value for the whole workspace. A different value for one product or brand is available with Cliedesk Pro.
• Who can change it: the permission in the role editor. Owners and Cliedesk Admins have all of them. Manage security belongs to Owners only.

Every save is kept as a version. You can see and roll back versions in Settings → Privacy & security → Change history. Some settings ask for your password again before they save (see Security and privacy).

app

Setting	What it does	Default	Allowed values	Who can change it
app.app_accent	Accent color of the agent app (#rrggbb). Empty: the default color.	Empty	Text, up to 7 characters	Manage settings
app.extra_allowed_handles	Scripts added here run inside the agent app.	Empty	A list	Manage settings
app.login_mode	How agents sign in. Only wp (the normal WordPress login) is available.	wp	wp	Manage settings
app.offline_drafts	Keep reply drafts in the browser when the connection drops.	On	On or off	Manage settings
app.slug_redirect_days	Days the old app address keeps redirecting after you change it. Below 30 days, links in older emails stop working sooner.	90	0–365	Manage settings

automation

Setting	What it does	Default	Allowed values	Who can change it
automation.autoreply_cooldown	Minutes between automated replies to the same customer.	240	0–10080	Manage settings
automation.max_chain_depth	How many rules may trigger each other in a row.	5	1–10	Manage settings
automation.max_runs_per_conversation_hour	Most rule runs per conversation per hour.	20	5–200	Manage settings
automation.resume_skip_hours	After a pause, customer messages older than this many hours get no automated reaction.	24	1–720	Manage settings

commerce

Setting	What it does	Default	Allowed values	Who can change it
commerce.checkout_opt_in	Show an unticked “Email me news and offers” box at checkout and store the consent.	Off	On or off	Manage settings
commerce.delay_message	Notice customers see in the order hub once the estimated delivery date has passed (empty: the default text).	Empty	Text, up to 500 characters	Manage portal access
commerce.issue_scenarios	Your own issue choices for the portal order hub, added to or replacing the defaults.	Empty	Set on the settings screen	Manage portal access
commerce.order_help_thankyou	Show “Get help with this order” on the WooCommerce order-received page.	On	On or off	Manage portal access
commerce.password_resets_per_hour	How many password reset emails one customer can get per hour.	3	1–100	Manage settings
commerce.unfulfilled_message	Message customers see in the order hub for orders that have not shipped yet (empty: the default text).	Empty	Text, up to 500 characters	Manage portal access

composer

Setting	What it does	Default	Allowed values	Who can change it
composer.draft_days	Unsent drafts are deleted after this many days without a change.	30	1–365	Manage settings
composer.mention_follows	People mentioned in a note also follow the conversation.	On	On or off	Manage settings
composer.signature_channels	Channels whose replies get a signature (chat has none by default).	email, form, portal	Channels such as email, widget (chat), form, portal	Manage settings
composer.signature_order	Signature levels added to replies, in this order; leave a level out to turn it off.	personal, queue, brand	Any of: personal, queue, brand	Manage settings
composer.team_mentions	@team in a note notifies every member of the team.	On	On or off	Manage settings

contacts

Setting	What it does	Default	Allowed values	Who can change it
contacts.default_country	Two-letter country code used to read phone numbers written without a country code.	Empty	Text, up to 2 characters	Manage settings
contacts.gravatar	Contact email hashes are sent to Gravatar to show profile pictures.	On	On or off	Manage settings
contacts.merge_undo_days	Days a contact or organization merge can be undone.	30	1–365	Manage settings
contacts.organizations	Show organizations (turn off for stores that only sell to consumers).	On	On or off	Manage settings
contacts.wp_user_email	Send the normal WordPress new-account email when an account is created for a contact.	On	On or off	Manage settings
contacts.wp_user_policy	Create a WordPress customer account for contacts: never, on their first contact, or after their first order.	off	off, first_contact, first_order	Manage settings

conversations

Setting	What it does	Default	Allowed values	Who can change it
conversations.agents_as_requesters	Turning this off stops agents from being the customer of a conversation.	On	On or off	Manage settings
conversations.assistant_avatar	Image address of the assistant avatar.	Empty	Text, up to 500 characters	Manage settings
conversations.assistant_name	Name customers see on automated messages.	Empty	Text, up to 60 characters	Manage settings
conversations.auto_close_days	Resolved conversations close after this many days; a later customer reply starts a new episode.	4	1–90	Manage settings
conversations.auto_merge_channels	Channels whose new conversations merge into an open conversation of the same customer.	Empty	Channels such as email, widget (chat), form, portal	Manage settings
conversations.auto_transcript	Email chat customers a transcript after their chat is resolved.	Off	On or off	Manage settings
conversations.auto_transcript_minutes	Minutes after a chat is resolved before its transcript is sent.	60	5–1440	Manage settings
conversations.close_edit_days	Days after a conversation is resolved during which fields marked editable after close can still change (0: no limit).	30	0–365	Manage settings
conversations.collision_pause	Hold a reply when a new message arrived while the agent was writing it.	On	On or off	Manage settings
conversations.computed_priority	Set the priority from urgency, sentiment and customer value (Pro: and SLA), with the reason in the history.	Off	On or off	Manage settings
conversations.cross_customer_merge	Allow merging conversations of different customers.	On	On or off	Manage settings
conversations.duplicate_window_days	Days back Cliedesk looks for possible duplicate conversations of the same customer.	3	1–30	Manage settings
conversations.file_max_mb	Largest single file on a message, in MB.	25	1–100	Manage security
conversations.file_types	File types (extensions, comma separated) that may be attached.	Common document, image, audio, video and archive types	Text, up to 2000 characters	Manage security
conversations.inherit_tag_ids	Tags of the customer that new conversations get automatically.	Empty	A list of items	Manage tags
conversations.merge_undo_days	After this many days a conversation merge can no longer be undone.	30	1–365	Manage settings
conversations.message_files_max_mb	Largest total size of all files on one message, in MB.	40	1–200	Manage security
conversations.new_after_days	A reply to a conversation resolved longer ago than this starts a new conversation.	30	1–365	Manage settings
conversations.new_after_days_by_channel	Days after which a reply starts a new conversation, per channel (overrides the general number).	Empty	Set on the settings screen	Manage settings
conversations.one_open	A new message from a customer joins their open conversation instead of starting another.	Off	On or off	Manage settings
conversations.one_open_days	Only an open conversation active within this many days is joined.	30	1–365	Manage settings
conversations.snooze_wake_on	Besides a customer reply, these events end a snooze: teammate_reply, note, assignment, field_change, linked_activity.	Empty	Any of: teammate_reply, note, assignment, field_change, linked_activity	Manage settings
conversations.subject_length	Longest subject Cliedesk makes from the first message when there is no subject.	80	20–191	Manage settings
conversations.tag_merge_undo_days	After this many days a tag merge can no longer be undone.	30	1–365	Manage tags
conversations.tag_unused_days	Tags not used for this many days are shown as unused.	90	7–3650	Manage tags
conversations.trash_days	Days conversations stay in Trash before they are deleted for good.	30	7–365	Manage security
conversations.undo_seconds	Replies wait this many seconds with an Undo button before they are sent (0 = send at once).	10	0–30	Manage settings
conversations.voice_note_seconds	Recording stops after this many seconds.	180	10–600	Manage settings

core

Setting	What it does	Default	Allowed values	Who can change it
core.dead_letter_days	Days failed background jobs are kept before they are removed.	30	7–365	Manage settings
core.poll_interval	How often lists check for changes, in seconds.	15	2–60	Manage settings

crm

Setting	What it does	Default	Allowed values	Who can change it
crm.bulk_confirm	Ask for confirmation before blocking or trashing contacts in bulk.	On	On or off	Manage settings
crm.card_layouts	Contact and organization card layouts: default and per role.	Empty	Set on the settings screen	Manage settings
crm.disabled_events	Customer event types that are not recorded (e.g. wp.login).	Empty	Set on the settings screen	Manage settings
crm.link_buttons	Sidebar buttons that open a web address filled with conversation or contact details.	Empty	Set on the settings screen	Manage settings
crm.owner_alert_pages	Contact owners hear when their customer visits a page whose address contains one of these parts (e.g. /checkout).	Empty	A list	Manage settings

csat

Setting	What it does	Default	Allowed values	Who can change it
csat.chat_delay_seconds	Chat: wait this long after resolve.	10	0–3600	Manage settings
csat.cooldown_days	Do not survey the same customer again within this many days.	7	0–365	Manage settings
csat.email_delay_minutes	Email: wait this long after resolve.	120	0–10080	Manage settings
csat.enabled	Ask customers to rate resolved conversations.	On	On or off	Manage settings
csat.hide_from_agents	Hide individual ratings and comments from agents.	Off	On or off	Manage settings
csat.lock	Lock the rating after the first answer.	Off	On or off	Manage settings
csat.question	The question (empty: the default).	Empty	Text, up to 200 characters	Manage settings
csat.reasons	Reasons asked after a low rating (empty: the defaults).	Empty	A list	Manage settings
csat.scale	Rating scale.	emoji5	emoji5, stars5, numbers5, faces3, thumbs	Manage settings
csat.window_days	Customers can answer or change their rating for this many days.	14	1–90	Manage settings

email

Setting	What it does	Default	Allowed values	Who can change it
email.deliverability_alerts	Addresses (comma separated) told when a sending domain starts or stops failing its DNS checks.	Site admin email	Text, up to 1000 characters	Manage email
email.from_email	From address of emails to customers and system emails (Email → Sender and replies, and the setup assistant).	Site admin email	An email address, 3–320 characters	Manage email
email.from_name	Site sender name: the From name of system emails, and of replies when the sender name is the site sender name.	Site title	Text, 1–191 characters	Manage email
email.from_name_format	Sender name on replies: “Anna at Shop”, the brand name, or the site sender name.	agent_brand	agent_brand, brand, site	Manage email
email.include_history	Replies quote the customer’s last message.	Off	On or off	Manage email
email.link_days	Days links to large files stay valid.	30	1–365	Manage settings
email.link_threshold_mb	Files larger than this go out as a download link instead of an attachment, in MB.	10	1–50	Manage settings
email.max_retries	How often a failed email is tried again.	5	0–5	Manage settings
email.mode	Paused keeps every email waiting; redirect sends every email to one test address.	live	live, paused, redirect	Manage settings
email.quiet_end	Quiet hours end (HH:MM, recipient time).	08:00	Text, up to 5 characters	Manage email
email.quiet_hours	Status emails due at night (recipient time) wait until the morning.	On	On or off	Manage email
email.quiet_start	Quiet hours start (HH:MM, recipient time).	21:00	Text, up to 5 characters	Manage email
email.redirect_to	The test address that gets every email when the email mode is redirect.	Empty	Text, up to 320 characters	Manage settings
email.status_notice_off	Statuses the customer is not told about by email.	new, open, snoozed	A list	Manage email
email.system_events	System emails that are turned off, for all or some products and languages.	Empty	Set on the settings screen	Manage email

Incoming email settings (pro_email.*, for example how often mailboxes are checked) belong to Cliedesk Pro. See the Pro guide Incoming email with Cliedesk Pro.

inbox

Setting	What it does	Default	Allowed values	Who can change it
inbox.assign_on_reply	An agent who replies to an unassigned conversation becomes its assignee.	On	On or off	Manage settings
inbox.bulk_confirm	Ask for confirmation before moving conversations to Trash in bulk.	On	On or off	Manage settings
inbox.default_sidebar	Sidebar of new agents until they change it.	shown	shown, hidden	Manage settings
inbox.focus_roles	Roles that always work in focus mode: one live chat at a time, nothing else on screen.	Empty	A list	Manage roles
inbox.hidden_views	Built-in views hidden from the sidebar for everyone.	Empty	Built-in views such as unassigned, mentions, spam	Manage settings
inbox.play_only_roles	Roles that work through Play mode only (guided work, no cherry-picking).	Empty	A list	Manage roles
inbox.poll_seconds	How often open screens check for changes (seconds).	15	5–300	Manage settings
inbox.post_send	What the send button does by default when no team chooses.	send	send, resolve, wait, snooze	Manage settings
inbox.slow_view_ms	Views slower than this many milliseconds show a warning with an index hint.	1000	0–30000	Manage settings

knowledge

Setting	What it does	Default	Allowed values	Who can change it
knowledge.ai_review	Applies to AI-written drafts, available with Cliedesk Pro. Turning this off lets them be published without a person reviewing them.	On	On or off	Manage the help center
knowledge.base_slug	Web address of the help center, e.g. help for example.com/help/.	help	Text, up to 40 characters	Manage the help center
knowledge.brand_accent	Accent colour of the help center (#rrggbb); empty follows the theme.	Empty	Text, up to 7 characters	Manage the help center
knowledge.brand_cards	Category card style.	outline	outline, filled, plain	Manage the help center
knowledge.brand_columns	Category columns on wide screens (0: automatic).	0	0–3	Manage the help center
knowledge.brand_hero	Title of the help center home; empty: How can we help?	Empty	Text, up to 120 characters	Manage the help center
knowledge.brand_logo	Logo image address shown above the title.	Empty	Text, up to 500 characters	Manage the help center
knowledge.brand_scheme	Colours: the theme, light, dark, or following the visitor’s device.	theme	theme, light, dark, auto	Manage the help center
knowledge.comments	Let visitors comment on help articles (WordPress moderation applies) and subscribe to article updates.	Off	On or off	Manage the help center
knowledge.home_layout	Help center home: categories first, or popular articles first.	categories	categories, popular	Manage the help center
knowledge.negative_feedback	When a reader says an article did not help: nothing, or a review task for the article owner (one open task per article).	none	none, task	Manage the help center
knowledge.redirects	Redirects, one per line: the old address, a space, then the new address on this site.	Empty	Text, up to 50000 characters	Manage the help center
knowledge.review_months	Articles are due for review this many months after publishing or verifying; the owner then gets a review task (0: off).	12	0–60	Manage the help center
knowledge.role_categories	Roles that may write only in some help categories.	Empty	Set on the settings screen	Manage the help center
knowledge.show_author	Show the author and the date of the last update on articles.	Off	On or off	Manage the help center
knowledge.site_pages	Single pages agents find as knowledge (shipping, returns, terms).	Empty	A list of items	Manage the help center
knowledge.site_post_types	Post types whose published items agents find as knowledge (e.g. page, post).	Empty	A list	Manage the help center
knowledge.suggest_rules	Articles suggested first on some pages, one rule per line: /checkout = 12, 15	Empty	Text, up to 5000 characters	Manage the help center
knowledge.suggest_suppress	No article suggestions when the customer writes one of these words (comma separated).	refund, billing, cancel, invoice, charge	Text, up to 1000 characters	Manage the help center
knowledge.synonyms	Words that mean the same in search, one group per line, e.g. parcel = package, delivery.	Empty	Text, up to 5000 characters	Manage the help center
knowledge.unpublished	An archived article address answers 410 Gone or redirects to the help center home.	410	410, redirect	Manage the help center
knowledge.web_sources	Web pages (sitemaps and address lists) agents find as knowledge.	Empty	Set on the settings screen	Manage the help center

notifications

Setting	What it does	Default	Allowed values	Who can change it
notifications.defaults	Default notification preferences per event (app, email, scope) for people who have not chosen.	Empty	Set on the settings screen	Manage settings
notifications.email_content	Notification emails include the message text (off: only the title and a link).	On	On or off	Manage settings
notifications.escalate_minutes	Minutes an unopened customer message waits before the assignee, then the online team, then all online agents are notified (0: off).	3	0–120	Manage settings
notifications.locked_events	Events whose notification preferences everyone gets from the defaults and cannot change.	Empty	Up to 10 notification events	Manage settings
notifications.retention_days	Notifications older than this are deleted.	90	30–365	Manage settings

portal

Setting	What it does	Default	Allowed values	Who can change it
portal.access	Anyone: guests may send new requests. Links: guests open requests only from an email link. Signed-in: only signed-in customers.	anonymous	anonymous, links, users	Manage portal access
portal.account_tab	My Account tab address, e.g. support for my-account/support/ (empty: no tab).	support	Text, up to 40 characters	Manage portal access
portal.file_max_mb	Largest file a customer can attach to a portal reply (MB).	10	1–100	Manage portal access
portal.guest_codes	Guests can sign in to the portal with a code sent to their email address.	On	On or off	Manage portal access
portal.layout	App: the portal address opens a full-screen portal in the helpdesk’s look, with light and dark mode. Theme: it shows the portal inside your theme’s header and footer. The portal page and block always use the theme. A theme file cliedesk/portal.php replaces both.	app	app, theme	Manage portal access
portal.link_days	Days a magic link to a request stays valid.	30	1–365	Manage security
portal.order_codes	With WooCommerce, guests can verify with their email address and an order number.	On	On or off	Manage portal access
portal.org_children	Members of an organization also see requests of its child organizations.	Off	On or off	Manage portal access
portal.org_view	Own: members see only their requests. Full: members also see their colleagues’ requests (read only unless they may reply for the organization).	own	own, full	Manage portal access
portal.page_id	The page that shows the customer portal (magic links open there).	0 (no page)	A page ID	Manage settings
portal.route_slug	Web address of the portal, e.g. support for example.com/support/ (empty: only the portal page and the My Account tab). If the address is taken, the portal uses support-portal, then customer-support.	support	Text, up to 40 characters	Manage settings
portal.reopen_days	Days after a request is resolved or closed in which a customer reply opens it again (0: always); afterwards the customer starts a linked follow-up.	30	0–365	Manage portal access
portal.search_first	Customers search the help articles once before they can send a new request.	Off	On or off	Manage portal access
portal.secure_links	Emails to customers contain only a link to read the reply in the portal, not the message itself.	Off	On or off	Manage security
portal.texts	Portal labels per language.	Empty	Set on the settings screen	Manage portal access

reports

Setting	What it does	Default	Allowed values	Who can change it
reports.support_cost_month	Monthly support cost used for the cost per conversation report (0: not shown).	0	0–100000000	Manage dashboards
reports.timezone	Reports count days and hours in this time zone (empty: the site time zone).	Empty	Text, up to 64 characters	Manage settings

requests

Setting	What it does	Default	Allowed values	Who can change it
requests.embed_origins	Other websites that may show the request form in an iframe (example.com, *.example.com).	Empty	Text, up to 2000 characters	Manage security
requests.form_page	Address of the request form page, e.g. support/request for example.com/support/request/.	support/request	Text, up to 60 characters	Manage settings

security

Setting	What it does	Default	Allowed values	Who can change it
security.audit_retention_days	Days audit entries are kept (at least one year).	730	365–3650	Manage security
security.captcha	Bot check provider.	none	none, turnstile, hcaptcha	Manage security
security.captcha_site_key	Public site key of the bot check provider.	Empty	Text, up to 200 characters	Manage security
security.clamav	ClamAV daemon that scans every file: unix:///path/to/clamd.sock or tcp://host:3310 (empty: files are not scanned).	Empty	Text, up to 255 characters	Manage security
security.contact_email	Email address that receives security alerts.	Empty	Text, up to 191 characters	Manage security
security.contact_trash_days	Days a contact stays in Trash before it is erased.	30	1–365	Manage security
security.credential_rotation_days	Remind admins to replace stored credentials after this many days (0 = never).	365	0–3650	Manage security
security.erase_mode	WordPress erasure requests anonymise support data (keeping statistics) or delete it.	anonymise	anonymise, delete	Manage security
security.export_notes	Include internal notes in WordPress personal data exports.	Off	On or off	Manage security
security.flood_limit	New conversations from one sender within the flood window before more are grouped into Spam (0 = off).	10	0–1000	Manage security
security.flood_minutes	Flood window in minutes.	5	1–1440	Manage security
security.idle_minutes	Sign out after this many idle minutes (0 = never).	0	0–1440	Manage security
security.link_blocklist	Domains whose links are disabled for agents and never sent (one per line or comma separated).	Empty	Text, up to 5000 characters	Manage security
security.link_trusted	Domains agents can open without a warning (this site is always trusted).	Empty	Text, up to 5000 characters	Manage security
security.max_session_hours	Longest sign-in for helpdesk users, in hours.	12	1–336	Manage security
security.messages_per_minute	Messages one IP address or one contact may send a minute.	20	1–600	Manage security
security.new_location_check	Ask people without 2FA to confirm by email when they sign in from a new country or network.	Off	On or off	Manage security
security.pii_patterns	Custom personal data patterns: a list of {key, label, pattern} (PCRE without delimiters).	Empty	Set on the settings screen	Manage security
security.pii_rules	What happens to personal data found in messages, per class (card, iban, ssn and custom keys): redact (removed before storing), mask (shown masked) or ignore.	Built-in rules	Set on the settings screen	Manage security
security.protection	Spam and bot protection: off, normal (message limits), strict (half the limits and a bot check before guests start) or under attack (bot check for everyone).	normal	off, normal, strict, under_attack	Manage security
security.redaction_days	Days the encrypted original of redacted content is kept (0 = not kept).	30	0–365	Manage security
security.require_2fa	Who must use two-factor authentication: nobody, everyone with helpdesk access, or administrators.	off	off, cliedesk_roles (everyone with helpdesk access), admins	Manage security
security.retention_rules	Retention rules: what is deleted or anonymised after how many days.	Built-in rules	Set on the settings screen	Manage security
security.sensitive_notifications	Notifications (email, push, chat apps) say only that there is a new message, with a link, never its text.	Off	On or off	Manage security
security.spam_certain	Spam scores above this are marked “almost certain” (still kept in Spam, never deleted).	98	1–100	Manage security
security.spam_threshold	New conversations whose spam score is above this go to Spam (Quarantine).	70	1–100	Manage security
security.strip_image_metadata	Remove camera data and GPS positions from images before they are stored.	On	On or off	Manage security
security.sudo_minutes	Minutes a password confirmation lasts for sensitive changes.	15	5–60	Manage security
security.twofa_grace_days	Days people have to set up 2FA before access is blocked.	14	0–30	Manage security

sla

Setting	What it does	Default	Allowed values	Who can change it
sla.closure	Planned closure: business hours count as closed and customers see the reopening date.	Empty	Set on the settings screen	Manage settings

team

Setting	What it does	Default	Allowed values	Who can change it
team.autojoin_domains	Anyone who registers with these email domains can ask to join; an admin confirms each person.	Empty	A list	Manage the team
team.autojoin_role	Role people get when they join through an allowed email domain.	Agent	Agent, Collaborator, Viewer	Manage the team
team.profile_locks	Profile fields an administrator locked per role.	Empty	Set on the settings screen	Manage roles

triage

Setting	What it does	Default	Allowed values	Who can change it
triage.entities	Order numbers, licence keys and other values found in messages fill these fields.	Empty	Set on the settings screen	Manage fields
triage.guidance	Internal notes added to conversations that match a condition.	Empty	Set on the settings screen	Manage settings
triage.keywords	Words that set Topic, Intent or Urgency when a customer writes them (up to 3 topics, the first is the primary).	Empty	Set on the settings screen	Manage settings
triage.risk_recipients	People notified when a conversation gets a risk signal. Empty: every supervisor.	Empty	A list	Manage settings

widget

Setting	What it does	Default	Allowed values	Who can change it
widget.ask_email	When the widget asks for the visitor’s email: off, optional, required, or only after nobody answered for 2 minutes.	after_wait	off, optional, required, after_wait	Manage settings
widget.audience	Who sees the widget: everyone, guests only, or signed-in visitors only.	all	all, guests, users	Manage settings
widget.availability	Live chat always, while an agent is online, only in business hours, or offline messages only.	always	always, agents, hours, offline	Manage settings
widget.chat_page	Address of the chat page, e.g. support/chat for example.com/support/chat/.	support/chat	Text, up to 60 characters	Manage settings
widget.checkout_mode	Help: on checkout and thank-you pages the widget shows no Home cards, only help.	help	help, normal	Manage settings
widget.color	Main color of the widget.	#2563eb	Text, up to 7 characters	Manage settings
widget.consent_category	Consent category the widget waits for (WP Consent API).	functional	functional, preferences, statistics, marketing	Manage security
widget.default_space	The space the widget opens on.	home	home, messages, help	Manage settings
widget.devices	Show the widget on all devices, desktop only or mobile only.	all	all, desktop, mobile	Manage settings
widget.email_handover_minutes	A chat with no agent reply after this many minutes continues by email when the email is known (0: never).	10	0–1440	Manage settings
widget.enabled	Show the chat widget on this site.	On	On or off	Manage settings
widget.eta_offer_minutes	When the expected wait is longer than this, the chat offers an answer by email.	15	1–240	Manage settings
widget.file_max_mb	Largest file a visitor may send, in MB.	20	1–100	Manage settings
widget.greeting	Greeting text on the widget home.	Empty	Text, up to 300 characters	Manage settings
widget.home_cards	Home cards in order: start, search, link or text, each for everyone, guests or signed-in visitors.	Empty	Set on the settings screen	Manage settings
widget.launcher	Launcher button style: icon only, or icon with a label.	icon	icon, label	Manage settings
widget.logo	Logo image address shown in the widget.	Empty	Text, up to 500 characters	Manage settings
widget.new_conversations	Who may start new conversations: everyone, signed-in customers only, or nobody (help only).	all	all, users, none	Manage settings
widget.offline_topics	Topics visitors choose when you are away, one per line.	Empty	Text, up to 500 characters	Manage settings
widget.offset_x	Distance of the widget from the side of the screen, in pixels.	20	0–200	Manage settings
widget.offset_y	Distance of the widget from the bottom of the screen, in pixels.	20	0–200	Manage settings
widget.origins	Other websites that may embed the widget (example.com, *.example.com).	Empty	Text, up to 2000 characters	Manage security
widget.page_modes	Widget mode per page: search first or form first, by address (contains, or * as wildcard).	Empty	Set on the settings screen	Manage settings
widget.page_patterns	Page addresses used when the widget shows only on, or everywhere except, some pages.	Empty	Text, up to 2000 characters	Manage settings
widget.page_view_days	Days page views are kept.	30	1–365	Manage security
widget.page_views	Pages a visitor saw that are kept (0: none).	20	0–100	Manage security
widget.pages	Where the widget shows: all pages, only some pages, all except some pages, or WooCommerce pages.	all	all, only, except, woo	Manage settings
widget.position	Widget on the right or the left of the screen.	right	right, left	Manage settings
widget.post_types	Post types the widget shows on.	Empty	Text, up to 500 characters	Manage settings
widget.privacy	Private: nothing is stored until the visitor opens the chat. Consent: the widget waits for your consent plugin.	standard	standard, private, consent	Manage security
widget.push	Visitors can turn on browser notifications for replies.	On	On or off	Manage settings
widget.queue_info	Show visitors their place in line and the expected wait.	On	On or off	Manage settings
widget.quick_replies	Quick-reply buttons on the widget home, one per line (at most 6).	Empty	Text, up to 600 characters	Manage settings
widget.rate_per_minute	Widget requests one visitor may make per minute.	60	5–600	Manage security
widget.read_receipts	Visitors see when the team has read their messages.	On	On or off	Manage settings
widget.reply_promise	Reply-time text shown in business hours while an agent is reachable.	Empty	Text, up to 200 characters	Manage settings
widget.resume_hours	The widget reopens an open conversation active in the last this many hours; after that it opens on home (0: always home).	24	0–720	Manage settings
widget.roles	Signed-in visitors see the widget only with one of these roles (comma-separated; empty: any role).	Empty	Text, up to 500 characters	Manage settings
widget.search_before_contact	Visitors search the help center before the message button appears.	Off	On or off	Manage settings
widget.segments	Only signed-in customers in one of these segments see the widget (segment ids; empty: everyone).	Empty	Text, up to 500 characters	Manage settings
widget.session_days	Days a visitor’s chat session is remembered (0: until the browser closes).	30	0–365	Manage security
widget.show_credit	Show a small “Powered by Cliedesk” line in the widget.	Off	On or off	Manage settings
widget.spaces	Widget spaces: Home, Messages, Help.	home	Any of: home, messages, help	Manage settings
widget.texts	Widget texts per language.	Empty	Set on the settings screen	Manage settings
widget.theme	Widget colors: automatic, light or dark.	auto	auto, light, dark	Manage settings
widget.title	Title at the top of the widget.	Empty	Text, up to 80 characters	Manage settings
widget.unseen_email_minutes	Chat replies the visitor has not seen after this many minutes are sent by email (0: never).	3	0–60	Manage settings
widget.visitor_country	Turning this off stops keeping the visitor’s country with chat messages.	On	On or off	Manage security
widget.visitor_days	Visitors who never started a conversation are deleted after this many days without a visit.	90	7–730	Manage security
widget.voice_note_seconds	Visitors can record voice notes up to this many seconds (0: off).	120	0–600	Manage settings

workspace

Setting	What it does	Default	Allowed values	Who can change it
workspace.address	Postal address of your business. Empty: the WooCommerce store address.	Empty	Text, up to 500 characters	Manage settings
workspace.default_language	Default language of the workspace (a locale code such as en_US).	Empty	Text, up to 20 characters	Manage settings
workspace.languages	Active languages (locale codes such as de_DE or pt_BR) when no multilingual plugin manages them.	Empty	A list	Manage settings
workspace.legal_name	Legal name of your business.	Empty	Text, up to 191 characters	Manage settings
workspace.merge_undo_days	After this many days a merge can no longer be undone.	30	7–90	Manage products and brands
workspace.name	Name of the workspace.	Empty	Text, up to 191 characters	Manage settings
workspace.support_email	Main support email address.	Empty	Text, up to 191 characters	Manage settings
workspace.timezone	Time zone of the workspace. Empty: the site time zone.	Empty	Text, up to 64 characters	Manage settings
workspace.website	Website address of your business.	Empty	Text, up to 255 characters	Manage settings