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Cliedesk Pro

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Channels

Widget (Pro)

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. Open Settings → Channels → Widget (Pro). People who manage settings (Admins by default) can change it.

Ask first and call first

To open the chat on the AI on some pages, or show a Call button:

  1. Under Ask first and call first, select Add a rule.
  2. In Page address contains, type a part of the address, for example /shop/. Use * as a wildcard.
  3. In Opens on, choose Ask first (AI) or Call first.
  4. Select Save.

The first rule that matches wins. These rules come before Search first and Form first in Set up the chat widget. Ask first works only while the AI agent is live in the widget.

Streaming AI replies

With Stream AI replies word by word on, the customer sees the AI’s reply appear word by word and a short note such as “Looking up your order…” while the AI works.

Some hosts hold back the reply until it is complete. Select Test streaming on this host once. If the test says the host buffers, the widget keeps showing replies the normal way. Nothing is lost.

Instant typing and replies

Turn on Instant typing and replies through the push service to show “Bea is typing…” to customers and “The customer is replying” to agents at once instead of after a few seconds. First choose a push service in Settings → Developer → Event stream.

Widget tools for the AI

The AI can do some things in the customer’s browser: open a page, open checkout, prefill a form, add a product to the cart, apply a coupon it gave in this chat, and open a section of My Account. Cart, coupon and account tools work only for customers who are signed in. For each tool, choose Runs on its own, A person approves, Suggest only or Off. Every use is logged on the conversation.

To let the AI prefill one of your forms, add data-cliedesk-form="returns" (any name) to the form. The customer still sends the form.

Chat in your mobile apps

Show the page under Show this page in your app’s webview in your app. Turn on Push new replies to the app, then paste your Firebase service account JSON and, for iOS, your APNs key with its key ID, team ID and bundle ID. Select Save app push keys. Keys are stored safely and are never shown again. Your developers find the details in the developer guide (mobile apps).

Typing preview notice

When the typing preview is on (Settings → Workspace → Inbox (Pro)), customers see the notice above the message box. Customers whose browser sends Do Not Track or Global Privacy Control never send what they type.