People and the side panel

The side panel next to a conversation shows who takes part and everything Cliedesk knows about the customer.

Requester, CCs and followers

• The Customer (requester) is the person the conversation is for. When you select Change customer…, the old customer stays on the conversation as a CC.
• CC: other contacts who get copies. Select Add CC by email. CCs stay on later replies and are copied on public email replies. Cliedesk warns you when a conversation has more than 50 CCs.
• Follower: agents who get told about notes and replies. Customers never see followers. Select Follow this conversation to follow.

Several agents in one conversation

To bring in more agents:

1. Under People, select Manage participants….
2. The list shows everyone with their role: Customer, CC, Assignee (responsible), Agent and Follower.
3. Select Add an agent, choose the person and select Add.

The added agent is notified. They can see and answer the conversation on any channel, live chat included, even if it is outside their usual work. The customer sees each agent’s name. The assignee alone stays responsible for the SLA. Adding or removing someone else needs the permission to assign conversations to others. Each change shows in the timeline.

What the side panel shows

Each card loads on its own, so a slow card never holds up the timeline. All cards show live data:

• The customer: location, Local time, WordPress login and roles, and the Organization.
• Web visit: the page the customer was on.
• Tags, Fields, records, Checklist, Links, Trackers, Tasks, My reminders and People.
• Other conversations of the customer (and side threads, with Cliedesk Pro).
• Recent activity and the contact notepad.
• With WooCommerce, Orders: totals, the linked order pinned first, more pages and order notes. In Free, orders are read-only.

An AI summary of the customer and order actions in the panel are available with Cliedesk Pro. Staff see a PRO badge in their place.

Arrange your panel

1. Select Customize panel….
2. Move sections up or down, hide them, or collapse them.
3. Select Save.

Your arrangement follows you to every device. Select Use the team layout to go back to the layout of your team.

Team layouts (admins)

Admins (Manage settings) set the default order in Settings → Conversations → Side panel layouts.

1. Select Add layout.
2. Enter a Name. Choose a Team, a Conversation type, or both. Every team and Every type make it wider.
3. Order and hide the Side panel sections, then select Save layout.

Cliedesk uses the most exact match: team and type first, then type, then team, then Everyone (default). See Work a conversation for context rules on the same screen.