Your workspace

This page explains the parts of the Cliedesk screen and how to move around quickly.

The left rail

The rail on the left opens the main areas. You see only the areas your role allows.

• Home: My day, your workspace summary and Setup Health. See Home: My day.
• Inbox: conversations, views and search. See Inbox.
• Contacts and Organizations: your customers. See Contacts and organizations.
• Saved replies: reusable replies and macros. See Saved replies and macros.
• Settings: workspace setup. See the Settings reference.

Inbox layouts

Pick a layout from the Layout button above the list:

• List and conversation: the list and the open conversation side by side. This needs a screen at least 1280 pixels wide.
• List: the conversation list only.
• Table: one row per conversation, with the columns of the view.

Press L to switch between table and split layout. Press [ (or select Views) to show or hide the views. Press ] to close the conversation pane.

To change the width of the list, drag the line between the list and the conversation. You can also focus the line and use the arrow keys. Cliedesk remembers your layout on every device.

The command palette

The palette lets you jump anywhere and run actions without the mouse.

1. Press Ctrl+K (Cmd+K on Mac).
2. Type a screen name, a view, a conversation number such as #1234, or words to search.
3. Use the arrow keys, then press Enter to open. Press Ctrl+Enter (Cmd+Enter on Mac) to open in a new tab.

With an empty search, the palette shows your recent conversations.

When a conversation is open, the palette also lists Actions, such as Assign to me, Set status to …, Set priority to …, adding or removing a tag and Follow this conversation. Cliedesk shows what will change and asks you to confirm. You see only the actions your role allows.

Keyboard shortcuts

Press ? to see all shortcuts. Some useful ones:

Keys	What it does
g then i	Go to Inbox
g then c	Go to Contacts
g then h	Go to Home
j / k	Next conversation / Previous conversation
/	Search conversations
r / n	Write a reply / Write an internal note

Single-key shortcuts work when you are not typing in a field.

To change a shortcut:

1. Press ?.
2. Find the shortcut and select Change.
3. Press the new keys, then select Save keys.

Select Reset to go back to the default. Cliedesk warns you when the keys are already used. A team can share a default set of shortcuts (see Team and permissions).

Theme and display

Select your avatar to open the account menu. There you can set:

• Theme: Light, Dark or System.
• Density: Comfortable or Compact.
• Text size.
• Motion: Full motion or Reduce motion.
• Spell check: on or off. The reply box uses your browser’s spell checker. For replies it checks in the customer’s language. This is not AI and works in Free.

Your choices are saved to your account.

Your profile

Open Settings → Team → My profile to change your own details.

• Languages you understand: the languages you can read. Pick base languages: German also covers Austrian German. Cliedesk Pro uses this list to skip translation for you; translation before sending is available with Cliedesk Pro.
• Focus mode: one live chat at a time: see below.

Focus mode

Focus mode lets you work one live chat at a time.

1. Open Settings → Team → My profile.
2. Turn on Focus mode: one live chat at a time.

While you have an open live conversation (chat, messaging or voice), Cliedesk does not route another live conversation to you. Email work is not limited. The main navigation is hidden and a banner, Focus mode: finish this chat before other work., leads back to the chat with Open #…. This ends when the chat is resolved or transferred. When you resolve it, your next live conversation opens (round robin gives out what waits first). With Cliedesk Pro, Get next takes the next conversation from your queues.

An admin can turn focus mode on for whole roles in Settings → Conversations → Conversations → Inbox for everyone → Roles that always work in focus mode. Then the switch shows Focus mode (set for your role): one live chat at a time and you cannot turn it off.

Live updates

Open lists check for changes on their own. When a conversation gets a new message, its row is marked New message for a short time.

Links to conversations and messages

Every conversation has its own address, such as /desk/c/1234. To share a link to one message, select Copy link to this message (the link icon on the message). The link scrolls to the message and highlights it.

My drafts

Replies and notes you start but do not send are saved automatically. Open them from the palette with My drafts. Drafts follow you to any device.

Help on every screen

An empty screen always offers a way to start, for example Add your first team, Start from a recipe for rules, or Import contacts. A button or field you cannot use says why next to it: your role does not allow it, a plugin it needs is not active (for example WooCommerce), or it is part of Cliedesk Pro. Every settings screen has a Documentation link to its page.