How to stop ClaudIA from replying in specific conversations

When to use this

• You want ClaudIA to not reply when the customer's message contains certain triggers
• You want to keep ClaudIA active across the rest of the inbox

How ClaudIA decides to reply

ClaudIA replies when the conversation is assigned to her. There is a system automation that, on every incoming message, checks whether the conversation's assignee is ClaudIA and only then triggers the AI.

Practical consequence: if the conversation is not assigned to ClaudIA, she does not reply. That is the hook we use below.

Step by step

1. Go to "Configurações" (Settings) > "Automação" (Automation) > "Adicionar regra de automação" (Add automation rule).
2. Name: something clear, e.g. "Block ClaudIA - calculation requests".
3. Event: "Mensagem criada" (Message created).
4. Conditions:
   • "Tipo de mensagem" (Message type) equal to "Recebida" (Incoming)
   • "Caixa de Entrada" (Inbox) equal to the inbox where ClaudIA operates
   • "Conteúdo da mensagem" (Message content) contains the trigger (e.g. I want to calculate)
5. Actions:
   • "Atribuir Equipe" (Assign Team) → the human team that should take over
   • (optional) "Adicionar tag" (Add label) → e.g. escalado-gatilho, to measure it later
6. Save.
7. Reorder the rule so that it sits ABOVE the system rule that sends messages to ClaudIA.

Details about the "Conteúdo da mensagem" (Message content) field

• It ignores uppercase and lowercase.
• The contains operator matches the snippet anywhere in the message.
• You can list several triggers separated by commas in the same field.
• The check runs on the message that just arrived, not on the conversation history.

Effect on the rest of the conversation

By assigning the conversation to a human team, ClaudIA is removed as the assignee — so she stops replying in that conversation from then on, not just to that message. In the other conversations of the same inbox she keeps working normally. To hand the conversation back to ClaudIA, just reassign it to her.