Claudia will be treated as an agent within the helpdesk system, with an account and generally a dedicated group, except in HubSpot, where she only needs to be in the inbox to assist.
After the integration between Cloud Humans and the helpdesk, simply assign tickets to Claudia to start the support. Communication between the helpdesk and Claudia is done through a webhook, a link configured in the system settings, through which customer messages are sent.
If Claudia is able to resolve the issue, she will close the ticket. Otherwise, if the problem is classified in the knowledge base as N2, she will transfer the ticket to the human team to continue the support.
It is essential that there are no interruptions during Claudia's support, such as removing the ticket or attempting to close the support, as she does not perceive these changes and will continue to interact with the customer. In urgent situations, please contact us.
Here you can see more details about Claudia's integration setup:
❌ What cannot be done with the conversation integrated with Cloud
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Respond to the customer through the Helpdesk that is for the Cloud user/inbox
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Make any edits to the ticket - Such as: Remove from inbox, remove assignment/remove tags, change Status
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Return to the Claudia user/inbox a conversation that was escalated to N2 by Claudia
✅ What can be done
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View tickets in real time
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Insert internal notes in the conversation - However, internal notes are not integrated for Claudia