UseDesk¶

Quick Start¶

Get your agent up and running in three steps.

Step 1 — Create an API Channel in UseDesk¶

Before creating the agent, set up an API channel in UseDesk:

Go to Channels → Add Channel → select API
Save the channel and open its settings
Copy the App ID and Secret Key (this is the API key)

In the Redirect URL field, enter:

https://api.cavuer.com/webhooks/usedesk/App ID

Specify which channel the API should monitor

In the "Request Tracking" and "Chat Tracking" fields, select the following options: for "Request Tracking" (New request, First message, New message); for "Chat Tracking" (New chat, New message).

Step 2 — Create a Agent in Cavuer¶

Sign up at console.cavuer.com
Create an agent. Click the "Create Agent" button in the top right corner, set a name, and choose a language model.
Add a channel to the created agent by clicking Add Channel and select Usedesk.

Fill in the fields:

Field	Description
Email	Email of the agent the agent will respond on behalf of
App ID	Copied from the API channel settings in UseDesk
API key	Secret key from the API channel settings in UseDesk

Go to channel Settings → switch the status from Off to On → Save

Step 3 — Set Up Ticket Assignment¶

Create a rule to automatically assign tickets to the agent.

Go to Automation → Rules → Create.

Parameter	Value
When	Customer sent a message
What	Channel → Equals → required communication channel
Do	Update assignee → select the agent; Update status → Open

Done! The agent will now respond to incoming messages in the connected channels.

Additional Configuration¶

Configure the Agent in Cavuer¶

Customize the agent behavior at console.cavuer.com:

Parameter	Description
Name	Rename the agent and channel for convenient use in the Cavuer dashboard
Model	Choose the language model
Instructions	Agent behavior rules: greeting, company description, operator transfer conditions, language settings. Specify which language the agent should respond in — the user's language or a specific language only
Response Delay	Delay before responding (default 0.5s). Useful when customers send multiple messages in a row — the agent will wait and process all messages together in the specified channel them all together
Process Images	Allows the agent to view and analyze the content of images
Process Audio	Allows the agent to recognize voice messages
Knowledge Base	Upload `.txt`, `.pdf`, or `.docx` files and link them in the agent settings

Full parameter reference: Agent and channel setup

Populating the Knowledge Base¶

Go to Knowledge Base → click Upload Data → enter the article title and select a file.

Then in the agent settings, check the boxes next to the uploaded articles and save. Detailed information on working with the Knowledge Base

Knowledge Base Best Practices

Use keywords in titles — e.g. "Pricing, cost, tariff, payment" instead of just "Pricing"
Split large texts — create small, focused articles for specific topics (e.g. separate articles for "Custom agent", "Telegram agent", "WhatsApp agent")
Titles cannot be changed — article content can be updated later, but the title is permanent
Link to full documentation — upload key information and attach a link to your complete docs

Transfer Tickets to a Human Operator¶

Set up automatic ticket transfer to a live agent when the agent adds the operator tag.

Go to Automation → Rules → Create.

Parameter	Value
When	Always
What	Tag → Text includes → `operator`
Do	Update assignee → select the required agents; Remove tags → `operator`

Enable the Transfer Function in Agent Settings in Cavuer

Go to the Cavuer dashboard → Agent Settings → Manage Tools → Change Usedesk Ticket Owner → Connect (specify the Tag for subsequent ticket management, e.g. operator)

Learn more about connecting functions in this article

Add extra conditions and actions as needed — for example, assigning to a specific agent group based on the channel.

Need Help?

If you have any questions about configuring your agent or connecting a channel, please contact our support team.