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Integrations with Helpdesks

Setting up ClaudIA to serve across all channels through your Helpdesk 🚀
Ariana Carvalho Fabrício Rissetto
By Eduardo Fukumoto and 6 others
• 32 articles

[HubSpot] Edit Integration Settings

Below we explain what to fill in each field and where to find the information. Claudia's User Identifier This is Claudia's internal ID in HubSpot, used to identify actions taken by her. 📍 Where to find: 1. Go to the Users and Teams menu in HubSpot. 2. Find the user Claudia and click on her name. 3. The identifier usually appears in the browser's URL https://app.hubspot.com/settings/8076162/users/user/**71260648** | Copy only the last number from the URL, this is Claudia's ID. Claudia's Access Email This is the email registered in HubSpot for the user Claudia. 📍 Where to find: Same path as the previous field. The email will appear in the user listing or on Claudia's edit screen. HubSpot Token This is the authentication token used for our platform to communicate with the HubSpot API. 📍 Where to find: 1. Go to the Settings > Integrations > Private Apps menu. 2. Create a new app (if it doesn't exist yet). 3. Generate a token and copy it. ⚠️ Attention: the token starts with pat-. It needs to have permissions for “Conversations”, “Users”, and “Tasks”. Password Claudia's access password to HubSpot. MFA Secret Key If your HubSpot account uses multi-factor authentication (MFA), enter the secret key generated for integration here (usually used with apps like Google Authenticator). 📍 Where to find: Provided at the time of MFA setup for Claudia's user. If you don't know, ask the team that set up the user in HubSpot. Escalate Conversations to: Here you define to whom Claudia should escalate conversations that she cannot resolve: - Group: the conversation will be assigned to a specific group. - Agent: the conversation will be assigned directly to a specific agent. 📍 How to use: - Check Agent if you want to direct it to a specific attendant. - Check Group if you prefer the conversation to go to a queue. Save Integration After filling in all the fields correctly, click the blue button "Save Integration" for the settings to be applied and for Claudia to operate in HubSpot.

Last updated on Aug 12, 2025

[Intercom] Edit Integration Information

On this screen, you can configure the necessary data for our platform to integrate correctly with your environment in Intercom. Below, we explain what to fill in each field and where to find each piece of information. Intercom Token This is the API access token for Intercom. 📍 Where to find: 1. Go to Integrations > Developer Hub. 2. Create or select an app. 3. Go to the Authentication tab. 4. Copy the Access Token (private token). Claudia's Group This is the ID of the group in Intercom where Claudia is assigned. 📍 Where to find: 1. Go to the inbox. 2. In Team Inboxes, pin the desired group (for example, 'Cloud Humans'). 3. By clicking on the group, the ID will be in the browser URL, something like: https://app.intercom.com/a/inbox/{app_id}/inbox/team/**7286213** | Just copy the last number from the URL — this is the group ID. N2 Identifier This is the ID of the second-level support group (N2), to which Claudia should escalate requests when necessary. 📍 Where to find: Follow the same steps above (in 'Claudia's Group') to locate the ID of the group that represents N2. Claudia's User ID This is the user ID of the bot Claudia in Intercom, necessary for us to recognize when a message has been sent by her. 📍 Where to find: 1. In Intercom, go to the Conversations tab. 2. Find a conversation started by Claudia. 3. Click on her name. 4. In the profile link (browser URL), you will see something like: https://app.intercom.com/a/apps/{app_id}/users/**679166** | This number at the end is Claudia's user ID. Finalize by clicking Save Integration After filling in all the fields correctly, click the blue button "Save Integration" for the settings to be applied.

Last updated on Aug 12, 2025

[Zendesk] Add new support channels for Claudia

Once Claudia's integration is set up, adding new channels for her to assist is straightforward. For example, if you have already integrated her with WhatsApp and want to include her in the Web Widget, simply adjust the assignment trigger and the webhook trigger. ⚠️ Important: The assignment and webhook triggers work together. If they are not properly synchronized, Claudia may end up not responding to the desired channel or may fail to respond in other channels. Next, we will show you how to make this configuration using a practical example: Step by step: 1. Access the Admin Center and look for Triggers. 2. Enter the Cloud Humans category. 3. Locate the trigger named "[Cloud Humans] Assignment Trigger". In some helpdesks, the name may vary. You will see something like this: 4. Move the condition "Channel is WhatsApp" to the section "Handles ANY of the following conditions". 5. Add a new condition in this same section, selecting the desired channel (for example, "Channel is Messages"). The final result will look like this: 6. Now, access the trigger "[Cloud Humans] Webhook Trigger". In some helpdesks, the name may vary. Make the same change and save. 📝 Notes: - The trigger can be configured by both Channel and Channel Name. - Chat integrations, such as WhatsApp and Web Widget, are not compatible with email integrations, such as Form and Email. - If you have any questions, feel free to contact us through the support channel.

Last updated on Aug 12, 2025

How to Prevent Spam Messages from Being Sent to Claudia

Have you ever found yourself in a situation where your helpdesk keeps receiving multiple repetitive spam messages, and all of them end up being directed to Claudia? There's a simple solution to resolve this issue! Step 1: Identifying the Pattern of Spam Messages Before setting up any filters, you need to analyze these problematic messages. Look at the tickets that are causing the loop and look for common patterns: Questions to Ask: Source of the messages: - Do these messages always come from the same contact? - Is the email address always the same? - Do they all come from the same domain (e.g., @spam-company.com)? Content of the messages: - Is the email subject always the same or very similar? - Does the message text always follow the same pattern? Practical Example: If you notice that you always receive messages with: - Email: [email protected] - Subject: "Limited Special Offer" - The same promotional text You have already identified the pattern! Step 2: Setting Up the Filter in Claudia's Assignment Trigger Now that you have identified the pattern, it's time to set a condition in Claudia's assignment trigger so that these messages are not directed to her. How to Do It: 1. Access Claudia's assignment trigger settings 2. Add a new condition that excludes the identified messages: 3. If it's always the same email: exclude that specific address 4. If it's always the same domain: exclude all emails from that domain 5. If it's always the same subject: exclude messages with those keywords Result: With this configuration, the spam messages will be automatically filtered out and will no longer go to Claudia, allowing her to focus only on the actual inquiries from her clients. Important Tips ⚠️ Be careful with overly restrictive filters: Make sure the filter does not block real messages from clients. ✅ Always test: After setting up the filter, monitor for a few days to ensure it is working correctly. 🔄 Review periodically: Spammers may change their tactics, so review your filters regularly. With these simple settings, you will have a more organized helpdesk and a Claudia focused on truly helping her clients!

Last updated on Aug 12, 2025

How does Claudia operate within the Helpdesk?

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: - 🛠️ Claudia Integration in Zendesk ❌ What cannot be done with the conversation integrated with Cloud - Respond to the customer through the Helpdesk that is for the Cloud user/inbox - Make any edits to the ticket - Such as: Remove from inbox, remove assignment/remove tags, change Status - Return to the Claudia user/inbox a conversation that was escalated to N2 by Claudia ✅ What can be done - View tickets in real time - Insert internal notes in the conversation - However, internal notes are not integrated for Claudia

Last updated on Aug 12, 2025

[Zendesk] Editing Your Integration with Claudia

This guide explains how and why to modify the settings of your existing Zendesk integration with Claudia through the Edit screen in the Hub. Use this screen to update information that may have changed or to correct previous settings. 1. Accessing the Edit Screen - You will find the option to edit an existing integration under "Integration" in the Hub. 2. Editable Fields and Where to Find the Information: Here is a description of the fields you can edit and where to find the updated data in Zendesk, should you need to change them: Zendesk Subdomain: - What it is: Identifies your specific Zendesk account. - Why edit: If the subdomain of your Zendesk account has changed. - Where to find: It is the initial part of the URL you use to access Zendesk. Example: https://[subdomain].zendesk.com. User (Access Email): - What it is: The email address of the Zendesk account used to authenticate the API connection. - Why edit: If the email of the admin user associated with the integration has changed, or if you need to use a different account (for example, for permission reasons). - Where to find: It is the email you use to log in to Zendesk (usually an admin account or an account dedicated to the integration with the correct permissions). Token / API Key: - What it is: The secret key that authorizes Claudia to communicate with the Zendesk API on your behalf. - Why edit: If the previous token has been revoked, expired, become invalid, or if you generated a new one for security reasons. - Where to find: In Zendesk, go to Admin Center > Apps and integrations > API > Zendesk API. If you no longer have the old token (it is only displayed at the time of creation), you will need to generate a new active token and paste it here. Claudia Group ID (Optional): - What it is: The numeric identifier of the group in Zendesk that you may have designated for Claudia to operate. - Why edit: If you decided to use a different group for Claudia or if you left it blank in the initial setup and now wish to designate a specific group. - Where to find: In Zendesk, go to Admin Center > People > Groups. Click on the desired group's name and copy the numeric part of the page URL (after groups/). Escalation Group (N2): - What it is: The numeric identifier of the group in Zendesk to which Claudia should forward tickets when it needs to escalate to human support. - Why edit: If the team or group responsible for N2 support has changed, or if you have reorganized your groups in Zendesk and need to point to the new correct group. - Where to find: In Zendesk, go to Admin Center > People > Groups. Click on the desired N2 group's name and copy the numeric part of the page URL (after groups/). Additional Settings for Chat (Optional): These fields are only relevant if you are using the chat integration (real-time conversations). - App ID: Identifier of your conversation integration in Zendesk. - Key ID: Identifier of the API key specific to the conversation integration. - Secret Key: Secret key associated with the Key ID to authenticate the conversation integration. - Why edit: If you generated new credentials (App ID, Key ID, Secret Key) for your conversation integration in Zendesk, if the previous ones were revoked/compromised. - Where to find: In Zendesk, in the Admin Center, navigate to the Apps and integrations > Conversations and integrations section. Locate the relevant integration and its API Keys. Remember that the Secret Key is generally only visible at the time of creation; if lost, you may need to generate a new key. 3. Saving Changes - After modifying any of the above fields, make sure to click the "Save Integration" button. - Your edits will only take effect after being saved. 4. Testing After Editing - Essential: After saving any changes, it is crucial to test the integration again. - Send a test message (email or chat, depending on the setup) to check if tickets are still created/responded to correctly by Claudia and if the escalation to the N2 group is functioning according to the new settings.

Last updated on Aug 12, 2025

[Intercom] Step-by-step integration guide

This article explains how to set up the integration between Claudia and Intercom, allowing customer messages to be handled correctly. 1. Create an exclusive group in Intercom You will need a group created solely for Claudia. In Intercom, navigate to Settings > Inbox > Team Inboxes > New Team Inbox, create a group named "Cloud Humans" and add the Claudia user. The assignment method can be manual. 2. Obtain the access token in Intercom Go to Integrations > Developer Hub > New App, create a new app and name it, you can use "Cloud Humans". Then, copy the access token from the authentication section. 3. Configure the access token In the Hub, paste the access token you copied from the authentication section of Intercom in the "Token" field. Note: Information will be loaded into the "Claudia" and "Groups" tables, check if the user displayed is the same one we will use for the AI; if not, create the token in Intercom logged into her account. 4. Define the groups Look for the group created for Claudia in the "Groups" table, copy its ID and paste it into the "Claudia Group" field. Repeat the same procedure for the "N2 Identifier" field to define the group that will receive the escalated messages. Now you can press the "Save" button, but still close the screen. 5. Create actions in Intercom Go to Integrations > Actions > Create Action. In "Usage", choose "Workflows and helpdesk". Give a name and description to your new action. (You can check the settings here) In the "API Connection" section, configure the method as POST, paste the webhook that is at the bottom of the Hub screen and add the request body. In the "Test Response" section, enter any value for testing and click on "Request Test". This will enable the "Save and Activate" button. Save and activate the action. 6. Create a Workflow in Intercom Now, go to AI and Automation > Workflows > New Workflow > Create from scratch. - Flow to call actions in the conversation During the conversation > When the customer sends a message Select the chat channels that it will handle Choose Leads and/or Users Assigned team is Cloud Humans - For chat channels: In the next path, look for Custom Action > Cloud Humans Message Forwarding In "IF THE ACTION IS NOT PERFORMED", search again for Custom Action > Cloud Humans Message Forwarding (Fallback) In "IF THE ACTION IS NOT PERFORMED", look for "Add a comment" and write "Cloud Humans Webhook Called Failed" For email channels: In the next path, look for Custom Action > Cloud Humans Message Forwarding (Email) In "IF THE ACTION IS NOT PERFORMED", search again for Custom Action > Cloud Humans Message Forwarding (Email) In "IF THE ACTION IS NOT PERFORMED", look for "Add a comment" and write "Cloud Humans Webhook Called Failed" - Flow to assign tickets to Claudia If you already have a workflow that assigns messages to Intercom teams and just want to place Claudia at a specific point: Just assign to the Cloud Humans group and call the Action For chat channels: Add the Custom Action > Cloud Humans Message Forwarding In "IF THE ACTION IS NOT PERFORMED", search again for Custom Action > Cloud Humans Message Forwarding (Fallback) In "IF THE ACTION IS NOT PERFORMED", look for "Add a comment" and write "Cloud Humans Webhook Called Failed" For email channels: Add the Custom Action > Cloud Humans Message Forwarding (Email) In "IF THE ACTION IS NOT PERFORMED", search again for Custom Action > Cloud Humans Message Forwarding (Email Empty) In "IF THE ACTION IS NOT PERFORMED", look for "Add a comment" and write "Cloud Humans Webhook Called Failed" If you still don't have a workflow, you can create one similar to this, according to the company's needs: When the customer sends the first message Assign to Cloud Humans Custom Action > Cloud Humans Message Forwarding IF THE ACTION IS NOT PERFORMED > Custom Action > Cloud Humans Message Forwarding (Fallback) IF THE ACTION IS NOT PERFORMED > Add a comment > "Cloud Humans Webhook Called Failed" Conclusion Congratulations! You have completed the setup of the Intercom integration through the Hub. Remember to test everything carefully and configure any other necessary options to meet your needs.

Last updated on Aug 12, 2025

[Hubspot] Step-by-step integration guide

This step-by-step guide will help you integrate Claudia with HubSpot through the Cloud Humans Hub interface. 1. Accessing the Cloud Humans Hub screen - Go to the Integrations page and select HubSpot. - In the "Webhook" field, click on "Generate Webhook" to set it up in HubSpot. 2. Creating a private app in HubSpot - Access the "Settings" menu in HubSpot. - Select "Private Apps". - Click on "Create a Private App". - Fill in the "Name" field, for example, "CloudHumans | Connector". - In the "Scopes" section, add the necessary scopes for the integration: - conversations.read - conversations.write - forms - oauth - tickets - settings.users.read - settings.users.teams.read - In the "Webhooks" section, copy the Cloud Humans Hub webhook URL and paste it in the indicated place. - Click the "Create Subscription" button: - In the dropdown menu "What type of object?", select "Conversation" - In "Monitor which events", select "New message" and "Property change" - In "Which properties?", select "assignedTo" - Click "Subscribe" to save the settings - Click "Continue". - Copy the generated access token. 3. Returning to the Cloud Humans Hub - Paste the generated access token in the "Token" field - It will load the Groups table in HubSpot, the existing ones in HubSpot - In "Overflow conversations to", choose whether the conversations will: - Go to a team, you can get the ID from the Teams table and add it in the "N2 ID" field - Go to a specific agent, in this case, in HubSpot go to Settings > Users and Teams, search for the agent, open the profile, and in the URL get the number that comes after "user/" and paste it in the "N2 Identifier" field - In "MFA", we need to enter the two-factor authentication key - In your password manager, click to edit the access, in Authenticator Key, and copy the key. - If it's in URL format, copy the code that will be in place of X: otpauth://totp/HubSpot:project%40cloudhumans.com?secret=XXXXXXXXXXXXXX&issuer=HubSpot - If it's separated like this: XXXX XXX XXX, remove the spaces - In the "Password" field, enter the password you use to log in to your HubSpot account - Click "Save", and the integration will be ready Notes: - Make sure that the HubSpot user is in the inbox they will act in. - Automations for ticket creation and etc. can be created normally, keeping in mind that it is also an agent. - It is important not to place Claudia in the team that will receive the N2 conversations, as this can cause a loop and harm the customer experience.

Last updated on Aug 12, 2025

[Zendesk] Why did Claudia stay Resolved, reopen, and not respond? - Closure Automation

What happened? If you noticed that a ticket handled by Claudia was marked as "Resolved", then reopened automatically, but did not receive a response from Claudia, this may be related to an incorrect closure automation configured in Zendesk. How does closure work with Claudia? After finishing a service, Claudia waits for a scheduled time to move the ticket from "Resolved" to "Closed". This time window is important to ensure that if the customer responds shortly after, the ticket can be reopened correctly, and the service resumed. Why should I not create a closure automation? Creating an automation in Zendesk that automatically moves tickets from "Resolved" to "Closed" can prematurely close the ticket before Claudia completes her process. When this happens, the ticket may reopen in Claudia's environment, but she will not be able to resume the conversation, resulting in a reopened ticket without a response. Is there any alternative? Yes. For those who prefer to maintain the closure automation, it is possible to adjust the timing of this automation so that Claudia has priority in concluding the process. However, this alternative is not recommended. There is a risk that Claudia may not complete the operation in time, which could result in open tickets without responses, harming the customer experience. Are there exceptions for using the automation? Yes. This automation can be useful in cases of (N2) tickets or situations where the ticket was marked as "Resolved" by an internal agent, but the closure was not done manually. In these cases, the automation can be configured to automatically close the ticket after 1 hour from the change to the "Resolved" status, ensuring the proper closure of the flow. As per the example: What do we recommend? We recommend not configuring automatic closure automations for tickets resolved by Claudia. The ideal is to allow Claudia herself to perform this closure at the appropriate time, ensuring correct closure without failures in service. Flow Diagram of how the end-to-end closure process works in Zendesk

Last updated on Aug 12, 2025

[Zendesk] Guia passo a passo da integração

Neste artigo, vamos te guiar por cada etapa do processo de integração entre o Zendesk e a Claudia. 1. Configurando o Helpdesk - Acesse a tela de Integração no Hub. - No interrupitor, escolha se será uma integração de e-mail ou chat. - No campo "Subdomínio", adicione o subdomínio da conta Zendesk. - Faça login no Zendesk e copie o subdomínio da URL, por exemplo, https://subdomínio.zendesk.com. Exemplo com preenchimento errado ❌: Exemplo com preenchimento correto ✅: - No campo "Usuário", insira o email de acesso que você utiliza para fazer login no Zendesk. - No campo "Token", cole o token de API do Zendesk. - No Zendesk, vá em Central de administração > Aplicações e integrações > API > API do Zendesk. - Em "ID do Grupo da Claudia", você pode adicionar o I se já existir, caso não exista, basta deixar em branco que criaremos um grupo no Zendesk. - E no campo "Grupo N2", colocamos o ID do grupo que a Claudia deve enviar os tickets ao transbordar para um humano. - No Zendesk, vá em Central de administração > Pessoas > Grupos. - Clique no nome do grupo que deseja usar, na URL da página, copie a parte numérica após "groups/". 3. Configurando a integração de conversas (se estiver configurando e-mail pode pular para o tópico 4) - Na Central de administração do Zendesk, acesse a seção de integrações de conversas e crie uma nova integração. - No campo "Nome", adicione um nome para a integração para auxiliar na identificação. - No campo "URL do webhook", insira o webhook gerada na tela de configuração do Hub. - Selecione a opção "Incluir usuário completo" e "Mensagem da Conversa". - Clique em "Guardar" para salvar, não precisa copiar as informações que aparecem neste momento. - Navegue até Chaves da API e crie uma nova chave. - Copie o "ID da aplicação", "ID da chave" e a "chave secreta" - Cole essas informações nos campos correspondentes na telinha de configuração do Helpdesk. 4. Finalizando a Configuração - Após clicar em "Salvar Integração", confira se os gatilhos estão corretos e com todas as informações preenchidas. - Teste a integração, envie mensagens e veja se os tickets estão sendo respondidos corretamente. Observação: Na integração de e-mail, é necessário ajustar o JSON do gatilho "Cloud Humans | Webhook Trigger E-mail" { "ticketId": "{{ticket.id}}", "assigneeId": "{{ticket.assignee.id}}", "title": "{{ticket.title}}", "text": "{{ticket.latest_comment}}", "commentId": "{{ticket.latest_comment.id}}", "isPublic": "{{ticket.latest_comment.is_public}}", "type": "{{ticket.via}}", "sender": { "id": "{{ticket.requester.id}}", "name": "{{ticket.requester.name}}", "email": "{{ticket.requester.email}}", "role": "End-user" }, "attachments": [ {% for attachment in ticket.latest_comment.attachments %} { "filename": "{{attachment.filename}}", "url": "{{attachment.url}}"} {% unless forloop.last %},{% endunless %} {% endfor %} ], "comments": "{{ticket.comments}}" }

Last updated on Aug 27, 2025

[Zendesk] Rate Limit and RPM Usage by ClaudIA (Why Did ClaudIA Stop Responding and Closing?)

The integration of ClaudIA with Zendesk was designed with a focus on high performance and resource exhaustion prevention. To achieve this, we adopted: - Rate Limit Handling Logic: We implemented an exponential backoff strategy to space out requests and allow the API to recover before new attempts, preventing limit errors. - Controlled Shutdown: We maintain the ability to disable ClaudIA easily if needed to immediately reduce the load on external services. Integration Structure and Request Usage Details Our integration exploits Zendesk/Sunshine endpoints in an optimized way, minimizing the number of requests. This ensures ClaudIA uses only the calls truly necessary for proper operation. API Calls Below, we describe the main API calls ClaudIA makes during its interaction with Zendesk: 1. Send Message - Description: Sends a message from ClaudIA to the end user - Frequency: 1 request per message 2. Resolve Ticket - Description: Marks the ticket as resolved - Frequency: 2 requests per ticket (happens at ticket closure) 3. Reassign Ticket (Handover to humans) - Description: Reassigns the ticket to a human agent when necessary. - Frequency: 1 request per ticket, only at closure (occurs in 20 to 50% of cases, depending on the project) Monthly Usage Calculation (Based on 60k tickets) Assuming an average of 3 messages sent by ClaudIA per ticket, the scenario for 60,000 tickets per month is: - Sending Message: - 3 messages per ticket - 3 × 60,000 = 180,000 requests - Resolve Ticket: - 2 requests per ticket - 2 × 60,000 = 120,000 requests - Reassign Ticket (Handover): - 0.5 request per ticket (as it occurs in less than 50% of cases) - 0.5 × 60,000 = 30,000 requests Estimated Total: 180,000 + 120,000 + 30,000 = 330,000 requests per month. Request Distribution (RPM) To illustrate request spikes, consider the following hypothesis: - All 60,000 tickets are distributed over only 20 business days (a pessimistic estimate since tickets also arrive on weekends) - All tickets arrive only during 8 hours of business hours daily The RPM (Requests Per Minute) calculation is: Total monthly requests: 330,000 Business days: 20 Business hours per day: 8 Minutes per hour: 60 Average RPM = 330,000 ÷ 20 ÷ 8 ÷ 60 ≈ 34 requests/minute Recently, we added a feature called Split Message Automatic Message Splitting: How It Works and How to Configure. This increases the number of requests per minute that ClaudIA and Eddie consume. Comparison with Zendesk Limit The default RPM limit of Zendesk. It can be updated, so we suggest checking this page: https://support.zendesk.com/hc/en-us/articles/4408836402074-Managing-API-usage-in-your-Zendesk-account You can check your current status on the following page: https://{{CLIENT}}.zendesk.com/admin/apps-integrations/apis/api-analytics OR https://{{CLIENT}}.zendesk.com/admin/account/usage/api What to Do if You Reach the Rate Limit? If you reach the Rate Limit, we suggest four possible actions: 1 - Contact Zendesk to inquire about increasing the API limit 2 - Disable some of the request-heavy functionalities (or run them only outside business hours) 3 - Disable message splitting or increase its MAX characters (each message sent is an API call). If you have Eddie at the start, it also performs message splitting, which can impact performance; disabling it might be better. 4 - Upgrade your Zendesk plan 5 - Consider migrating to Cloud Chat, as many Zendesk clients have done. Cloud Chat does not have this type of limitation.

Last updated on Aug 19, 2025

[Intercom] How not to send CSAT for customer inactivity tickets

In Intercom, when an agent ends the service, the customer satisfaction survey (CSAT) is automatically sent to the customer. Since Claudia also acts as an agent within the Help Desk, the tickets resolved by her also trigger this survey. However, in cases where the customer abandon the conversation, for example, sends a "Hello" and then does not respond anymore, it may not make sense to send the survey. To avoid this, it is necessary to set up a workflow that ends the conversation before Claudia resolves the ticket. Why does this work? When a workflow closes the conversation before the agent, the satisfaction survey is not sent, as this action overrides Intercom's Simple Automation. Example of a workflow for these cases Let's suppose that Claudia is set up to: - Reengage the customer after 5 minutes of inactivity - Close the ticket 35 minutes after the last follow-up if the customer does not respond In this case, you can configure the workflow like this: Condition: If the customer does not respond in 30 minutes - Note: Since our routine runs every 5 minutes, this time may vary a bit, and the follow-up message may happen between 5 and 10 minutes. Action: - Add a tag to the conversation (for control or reporting, if necessary) - Automatically close the conversation (before Claudia) Final observations - This strategy prevents the CSAT from being sent in conversations that were not actually attended. - If you wish to keep a history of these cases, the added tag can be used for filtering or reporting later. - Important: if Claudia's reengagement time is equal to or greater than the time set to resolve the conversation, this strategy will not work. This is because the workflow will end the service before Claudia sends her last message, which restarts the count of time for the workflow itself and prevents it from correctly closing the conversation.

Last updated on Aug 12, 2025

[HubSpot] How to Configure Assignment for Claudia

Below, we explain how to ensure that Claudia is correctly assigned to respond to inquiries across different channels: 1. Chat Assignment (HubSpot Web Widget) If you use the HubSpot Web Widget on your website, you can configure Claudia to automatically take over the inquiries. There are two ways to do this: With an existing chat bot: - Go to Chat Flows. - Locate and edit the flow of type Bot. - Find the step where the bot forwards the conversation to a team member. - Change this action to assign the conversation to user Claudia. This way, after the initial interactions with the bot, Claudia will be next to take over the conversation. Without a chat bot (only Web Widget): - Go to Chat Flows. - Locate the flow of type Chat (without a bot). - Activate the Automatic Assignment option. - Set user Claudia as responsible for this assignment. In this way, every new conversation initiated via chat will be automatically assigned to Claudia, ensuring a quick and personalized response. 2. Conversation and Ticket Assignment via WhatsApp, Email, and Help Desk You can also configure Claudia to handle interactions coming through WhatsApp, email, and the HubSpot Help Desk. Here's how to do it: For conversation inboxes (Email and WhatsApp): - In HubSpot, go to CRM > Inbox. - Click on Inbox Settings (bottom left corner). - Locate the desired channel (WhatsApp or Email) and click Edit. - In the Conversation Assignment section, activate Automatic Assignment. - Select user Claudia as responsible. For Help Desk (Service Hub): - Go to Settings > Inbox and Help Desk > Helpdesk. - In Channels, click Edit next to the desired channel. - Locate the Ticket Assignment section. - Set tickets to be automatically assigned to Claudia. This ensures that she is the first to act on inquiries, promoting responsiveness. 3. Testing Claudia To ensure that everything is working as expected, follow these validation steps: 1. Check if Claudia's user is added as a member of the inbox or channel. 2. Send a test message through one of the configured channels (chat, WhatsApp, email). 3. In HubSpot, open the created conversation or ticket. 4. If the automatic assignment does not occur, you can manually assign the conversation/ticket to Claudia. 5. Within a few seconds, Claudia should initiate the interaction.

Last updated on Aug 12, 2025

[Zendesk] Transfer of Tickets to Level 2 (L2)

Introduction Some tickets require more advanced technical knowledge or special permissions. For these cases, Zendesk allows transferring tickets from Level 1 (L1) to Level 2 (L2). This article details what a transfer is, when to use it, how to perform it manually or automatically, and what precautions to take, including a step-by-step guide to ensure tickets are correctly routed. 1. What is a transfer to L2? A transfer to L2 involves forwarding a ticket from L1 to L2 when: - Advanced technical knowledge is required. - Access to restricted tools or settings is necessary. ⚠️ If there are no specified rules, ClaudIA uses the default group to ensure tickets are transferred correctly. 2. When to transfer a ticket to L2? A ticket should be transferred to L2 when: 1. It requires detailed technical investigation. 2. The customer’s request could not be resolved in the first contact. 3. Access to restricted settings or tools is needed. 4. There is a request to speak with a human agent. 3. How to manually transfer a ticket to L2 Step-by-step: 1. Open the ticket in Zendesk. 2. Locate the Group field. 3. Click and select the group corresponding to L2. 4. Verify that the ticket status is appropriate (Open or Pending). 5. Click Send or Update to record the transfer. 6. Confirm that the ticket appears in the L2 queue and that ClaudIA notified the customer about the transfer. 4. How to automate the transfer to L2 When Zendesk is integrated with ClaudIA, the platform already creates default triggers to enable automatic ticket transfers to L2. In other words, most cases do not require creating new triggers, unless the client desires additional actions or custom conditions. Step-by-step using triggers (for custom actions): 1. Access the menu Admin > Business Rules > Triggers. 2. Click Add Trigger. 3. Define a descriptive name for the trigger (e.g., “Automatic L2 Transfer”). 4. Set the conditions: - Specific tags added to the ticket. - Contact reason selected by the customer. - Keywords in the title or description. - Ticket status or priority. 5. In actions, select Change Group and choose the L2 group. 6. Save the trigger. How to turn ClaudIA On and Off: https://cloudchat.cloudhumans.com/hc/claudia/articles/1748445691-zendesk-ligar-desligar-claudia-no-helpdesk Result: Tickets that meet the conditions will be automatically sent to L2, reducing customer wait time. Image 5. Communication with the customer When a transfer occurs, ClaudIA sends an automatic message informing that the ticket will be handled by an agent. This ensures the customer knows that service will continue with a specialized human. 6. What to do if the L2 group is not active Step-by-step: 1. Access Admin > People > Groups. 2. Check if the L2 group exists and is active. 3. If it does not exist, click Add Group, name it L2, and set responsible members. 4. If the group is inactive, click Activate. 5. Test transferring a ticket to ensure the destination is working. Tip: Always keep the L2 group active to avoid tickets with no destination. 7. N1 access after transfer After the transfer: - The N1 continues to see the ticket (depending on group permissions). - The N2 takes over the primary responsibility for handling. - This maintains the ticket history visible to all teams, avoiding rework. 8. Ticket distribution with Round Robin In the integration between Zendesk and ClaudIA, it is possible to use the Round Robin model, which distributes tickets in a rotating and balanced manner among group agents. Each new ticket is directed to the next agent in the list, respecting the ticket limit set per analyst. When reaching the last agent, the cycle restarts. This method prevents overload and maintains fair distribution, especially useful for Level 2 (L2) support. How it works: - Tickets sent to the L2 group are automatically assigned to the next agent in order. - The system goes through the list and restarts at the end. - Distribution remains balanced among all agents. ✅ Summary of best practices: - Always configure an active L2 group with assigned members. - Use automatic triggers to streamline repetitive transfers. - Ensure that ClaudIA informs the customer about the transfer. - Use Round Robin to balance ticket distribution among agents. - Regularly test the flow to prevent tickets without destination. Step-by-step Guide for Integration: https://cloudchat.cloudhumans.com/hc/claudia/articles/1740226846-zendesk-guia-passo-a-passo-da-integracao

Last updated on Nov 24, 2025

[HubSpot] Ticket Transfer to Level 2 (L2)

1. What is automatic transfer to L2? ClaudIA, our Artificial Intelligence, manages automated support. When it detects that a ticket cannot be resolved through the standard Level 1 (L1) flow, it performs an automatic transfer to a Level 2 (L2) agent or team, ensuring that the customer is attended to by a specialist. 2. When does ClaudIA transfer a ticket to L2? The transfer occurs automatically in the following situations: - Low Confidence in Response: When ClaudIA detects that the provided answer has low confidence in its accuracy or relevance. - Message Limit: When the conversation reaches many messages, indicating that it may require specialized attention. - Content Limit: If the content of the conversation exceeds defined limits, suggesting the need for human intervention. - Request from a Specific Group via Tag: If the customer indicates a specific tag they want for the transfer, our team must update this information in the database, and ClaudIA respects this choice, routing the ticket to the corresponding group. 3. How does ClaudIA perform the transfer to L2? The transfer process follows these steps: 1. Conversation Analysis: ClaudIA monitors the interaction in real-time, evaluating confidence in the response, number of messages, and content. 2. Identification of Escalation Need: If any criterion indicates that the issue cannot be resolved at the current level, ClaudIA determines the transfer. 3. Verification of Specific Tag: Before transferring, ClaudIA checks if the customer has indicated a tag for routing to a specific group. For this transfer to work properly, the tag must be registered in our database. (Open a Thread) 4. Automatic Transfer: ClaudIA transfers the ticket to the appropriate L2 agent or team (or according to the indicated tag). 5. Notification to L2: The agent or team receives the notification that the ticket is ready for support. ⚠️ Remember: for ClaudIA to transfer a ticket to a group agent, there must be at least one agent online in that group. If no agents are online at the time of transfer, ClaudIA will apply fallback, and the support will automatically revert to ClaudIA itself. 4. How to configure automatic assignment for ClaudIA in HubSpot To ensure ClaudIA correctly receives and manages tickets, follow these configurations: 4.1. Assignment in Chat (HubSpot Web Widget) - Access Chat Flows in HubSpot. - Edit the flow of type Bot or Chat without bot. - Locate the Routing or Assignment step and select ClaudIA as responsible. - Save the flow. 4.2. Assignment in Email, WhatsApp, and Help Desk channels - Access CRM > Inbox or Service Hub > Help Desk. - Click on Inbox Settings or Edit Channel. - Enable Automatic Assignment and select ClaudIA as responsible. - Save changes. How to make this assignment: https://cloudchat.cloudhumans.com/hc/claudia/articles/1752261764-hub_spot-como-configurar-a-atribuicao-para-a-claudia ⚠️ Remember: for ClaudIA to respect specific tags indicated by the customer, it is necessary to register these tags in the database before the transfer. 5. Benefits of automatic transfer via ClaudIA - Fast Support: Complex tickets go directly to the right specialists. - Destination Accuracy: ClaudIA respects indicated tags, ensuring tickets go to the correct group. - Improved Customer Experience: Customers do not need to repeat information and are attended to by someone with the appropriate technical capacity. - Resource Optimization: L1 focuses on tickets it can resolve, while L2 handles complex cases. 6. How to monitor and adjust the process - Regular Auditing: Evaluate transferred tickets and confirm if ClaudIA directed correctly. - Escalation Criteria Adjustment: Adjust confidence rules, message counts, and content as needed. - Tags and Database Updates: Ensure that tags and groups are correctly configured in the database for ClaudIA to respect client preferences. Step-by-step Integration Guide: https://cloudchat.cloudhumans.com/hc/claudia/articles/1740227223-hubspot-guia-passo-a-passo-da-integracao

Last updated on Oct 13, 2025

[Intercom] Transfer Calls to Level 2 (N2)

1. What is the Intercom + ClaudIA integration for transferring to N2? This integration allows messages or tickets received by Intercom to be processed by ClaudIA, which automatically decides when to escalate a support request to Level 2 (N2). ClaudIA can handle part of the support, but in certain cases, it transfers the ticket to a team of specialists (N2), ensuring specialized assistance. 2. When does ClaudIA transfer a ticket to N2 in Intercom? Transfer occurs when: - ClaudIA identifies that the message or context requires a higher level of expertise. - There is low confidence in the automatic response or ClaudIA's ability to resolve. - The customer sends a specific tag or signal requesting the support be routed to a particular group. - The conversation flow or internal rules (messages, channel type, etc.) trigger the forwarding to N2. 3. How to configure Intercom for ClaudIA to function and make transfers To enable transfer to N2 via ClaudIA in Intercom, proper integration setup is required. The main steps are: 1. Create a dedicated group (Inbox/Team) for ClaudIA - In Intercom: Settings → Inbox → Team inboxes → New team inbox - Create a group, for example “Cloud Humans,” and add the ClaudIA user. - This group will be used for assignment (manual or automatic) of initial conversations to ClaudIA. 2. Obtain an access token in Intercom - In Integrations → Developer Hub → New App, create an application (e.g., “Cloud Humans”). - Generate and copy the access token. 3. Configure the token in the ClaudIA / Hub panel - In the ClaudIA integration panel, paste the token in the appropriate field. - Ensure that the user associated with the token is the ClaudIA user. If not, generate the token while logged in with the ClaudIA account. 4. Set up groups - In the ClaudIA dashboard, locate the “Groups” table. - Find the group created in Intercom for ClaudIA, copy its ID, and paste it into the “ClaudIA Group” field. - Also, define the N2 Identifier group, i.e., where ClaudIA will send escalated tickets. 5. Create actions in Intercom - In Integrations → Actions, create a new action. - For “Usage,” select “Workflows and Helpdesk.” - Configure the webhook action provided by the ClaudIA / Hub panel using the POST method. - Test the response to ensure the action is active. 6. Create a Workflow in Intercom - Navigate to AI & Automation → Workflows → New Workflow. - Build from scratch or adapt an existing one. - Set triggers: when the customer sends a message (chat or email), choose applicable channels, and select the “Cloud Humans” group (ClaudIA) for assignment. - In the workflow, add the custom action “Cloud Humans Message Forwarding” (or similar) to route messages to ClaudIA. - If the action fails (“fallback”), set an alternative action, such as adding a comment “Cloud Humans Webhook Called Failed.” 7. Test everything - After setup, send test messages to verify that: a) conversations are assigned to ClaudIA; b) ClaudIA acts as expected; c) when needed, the ticket is routed to the N2 group. 4. How the transfer to N2 via ClaudIA works in Intercom after configuration After setup: - Incoming conversations or tickets are assigned to the ClaudIA group. - ClaudIA evaluates criteria (message content, tags requested by the customer, etc.). - If escalation is decided, ClaudIA uses the configured N2 group as the destination for transfer. - The workflow and custom action you set up ensure the ticket goes to the correct group. - If the webhook or action fails to trigger, the system logs an error comment (“webhook called failed”) for diagnostics. 5. Benefits of this integration - Centralization: everything passes through Intercom, with seamless integration to ClaudIA. - Automation: reduces initial manual responses, speeds up support. - Consistency: messages are routed in a standardized way, with fallback in case of errors. - Control: you define which groups are part of the flow (ClaudIA, N2), allowing monitoring and adjustments. 6. Recommendations for monitoring and maintaining the process - Check logs or fallback comments (when webhook fails) to troubleshoot issues. - Audit tickets transferred to N2 to ensure ClaudIA is escalating correctly. - Keep the groups in Intercom updated (ClaudIA group, N2 group). - Periodically review whether customer tags are included in ClaudIA's rules and configured in the database. - Test any modifications to the flow after configuration changes. Step-by-step guide to the Integration: https://cloudchat.cloudhumans.com/hc/claudia/articles/1740227413-intercom-guia-passo-a-passo-da-integracao

Last updated on Oct 13, 2025

[Zendesk] How can I measure the response SLA after passing through Claudia?

First of all, today we have the ability to perform this calculation within Cloud Hub. Within Zendesk, we do not make adjustments to display this data, but we have an alternative that some clients use and we want to share. How it works In summary, we use a Custom Field to calculate when it is filled and cleared. Example of a Custom Field: After that, we use two Triggers—one to add the tag and another to remove it. The removal trigger needs to use a No-Code integrator or another tool to activate the action only when the message is from an agent. Another option, if you don’t want to use a No-Code integration, is simply to set up the trigger to add the tag and coordinate the use of a Macro with the agents. Trigger to add a tag indicating "Unstarted Support" The goal of this trigger is to identify when the support was transferred to a Group or Agent, starting the timer when the tag is added (which, in turn, fills the Custom Field). Example of the trigger: Trigger to remove the support started tag The goal of this trigger is to remove the support tag, which stops the timer. Example of conditions: This second trigger needs to use a No-Code tool (e.g., Make) to add a filter that currently doesn't exist, which is identifying whether the message comes from an Agent or a Customer. In our case, we need to activate only if the message is from an Agent. Example of an action to be executed with Make Webhook and API configured: Example of validation using Make to perform the filtering: Example of configuring the API request to Zendesk: Afterwards, you can perform analyses using Zendesk Explore to measure the SLA after the automated agent from Cloud Humans.

Last updated on Jan 09, 2026

[HubSpot] Nova Lógica de Transbordo — Eventos Personalizados e Workflows

1. O que mudou na lógica de transbordo do HubSpot? Em fevereiro de 2026, o HubSpot lançou novas funcionalidades que nos permitem evoluir a lógica de transferência de tickets para N2. Com isso, migramos o fluxo de transbordo para essa nova abordagem, tornando a funcionalidade mais resiliente, rastreável e observável. As principais melhorias que essa evolução traz: - Maior resiliência: o fluxo agora passa inteiramente por APIs e automações oficiais do HubSpot, reduzindo pontos de falha. - Rastreabilidade: cada transferência gera eventos auditáveis diretamente na plataforma, facilitando a investigação de qualquer ocorrência. - Observabilidade: conseguimos monitorar com mais precisão quantas transferências são concluídas com sucesso e identificar rapidamente qualquer desvio. 2. Como funciona a nova lógica de transbordo? Quando a ClaudIA decide transbordar o ticket para N2, o sistema agora: 1. Busca o ID do ticket associado à conversa no HubSpot. 2. Dispara um Evento Personalizado via API oficial do HubSpot, referenciando esse ticket. 3. Um Workflow configurado no HubSpot é ativado automaticamente ao receber esse evento. 4. O Workflow executa a transferência, atribuindo o ticket ao agente ou equipe de N2 configurados. Nenhuma autenticação extra é necessária, todo o fluxo passa pelas APIs e automações oficiais da plataforma. 3. Preciso fazer algo no meu HubSpot? Sim. Para que o novo fluxo funcione, é necessário criar no seu HubSpot: - 1 Workflow de notificação de criação de ticket — envia o ID do ticket ao nosso sistema no momento em que ele é criado (único por integração). - 1 Evento Personalizado por fluxo de transbordo — recebe o sinal da ClaudIA para iniciar a transferência. - 1 Workflow de transbordo baseado nesse evento por fluxo de transbordo — executa a atribuição para o agente ou equipe de N2. ⚠️ Para clientes que utilizam a versão Inbox (e não Helpdesk), são necessários dois workflows adicionais. Veja a seção 7 para mais detalhes. 4. Por que precisamos de um evento de criação de ticket enviado ao nosso webhook? Para disparar o transbordo corretamente, o sistema precisa conhecer o ID do ticket no HubSpot (hs_ticket_id) associado à conversa em andamento. O HubSpot não disponibiliza um método oficial na API para obter o ID do ticket a partir do ID de uma conversa (threadId). Ou seja: quando a ClaudIA está atendendo e precisa transbordar o ticket, não é possível simplesmente consultar a API do HubSpot e perguntar "qual ticket está associado a essa conversa?" de forma direta e confiável. Para resolver isso, utilizamos um evento enviado pelo próprio HubSpot ao nosso webhook no momento em que o ticket é criado. Esse evento carrega o threadId da conversa e o hs_ticket_id do ticket recém-criado, permitindo que armazenemos essa associação do nosso lado e a utilizemos durante o transbordo. ⚠️ Sem esse evento, o sistema não consegue identificar com certeza o ticket correto e o transbordo via evento personalizado pode falhar. 4.1. Como configurar o Workflow de notificação de criação de ticket - Acesse Automações → Fluxos de Trabalho. - Crie um workflow baseado em Ticket. - Configure o gatilho: "Quando um ticket é criado". - Adicione a ação "Enviar webhook" e configure com a URL fornecida pela Cloud Humans. - O payload deve incluir o ID do ticket (hs_ticket_id) e o ID da conversa associada (threadId). - Ative o Workflow. Esse workflow precisa existir uma única vez por integração, independentemente de quantos fluxos de transbordo você tiver. 5. Como configurar o Evento Personalizado de transbordo no HubSpot O Evento Personalizado é o gatilho que a Cloud Humans utiliza para avisar o HubSpot que um transbordo deve acontecer. 5.1. Criar o Evento Personalizado - Acesse Configurações → Gerenciamento de dados → Eventos personalizados. - Clique em "Criar evento personalizado". - Dê um nome claro ao evento (ex.: transbordo_para_n2). - Adicione a propriedade obrigatória: objectId (tipo: Número). - Salve o evento. ⚠️ Após criar o evento, copie o nome interno gerado pelo HubSpot (formato pe12345_nome_do_evento) e envie para o time da Cloud Humans — ele é necessário para a configuração do nosso lado. 5.2. Informar o nome interno do evento à Cloud Humans Após a criação, envie para o seu Customer Success: - O nome interno do Evento Personalizado criado. - Confirmação de que o evento está ativo. 6. Como configurar o Workflow de Transbordo no HubSpot O Workflow é a automação responsável por mover o ticket para a equipe humana quando o evento de transbordo é recebido. 6.1. Criar o Workflow - Acesse Automações → Fluxos de Trabalho. - Clique em "Criar fluxo de trabalho" e selecione "Baseado em evento personalizado". - Selecione o evento criado na seção 5. 6.2. Configurar a ação de atribuição - Adicione a ação "Atribuir proprietário do ticket". - Selecione o agente ou equipe de N2 de destino. - Ative obrigatoriamente a opção "Substituir qualquer proprietário do ticket existente". ⚠️ Sem ativar essa opção, tickets que já possuem um proprietário atribuído não serão transferidos. 6.3. Ativar o Workflow - Salve e clique em "Ativar". 7. Configuração adicional para clientes que usam a versão Inbox A nova lógica de transbordo funciona com a versão Helpdesk do HubSpot, que já associa automaticamente um ticket a cada conversa. Clientes que ainda utilizam a versão Inbox precisam configurar dois workflows adicionais para garantir essa associação. ⚠️ Na versão Inbox, cada conversa deve ter no máximo um ticket associado. Se houver mais de um ticket por conversa, o sistema não conseguirá identificar qual utilizar e o transbordo poderá falhar. 7.1. Workflow: criar ticket ao iniciar uma conversa - Acesse Automações → Fluxos de Trabalho. - Crie um workflow baseado em Conversa. - Configure o gatilho para criar o ticket assim que a conversa entrar pra a Claudia ou caso já tenha um fluxo que faça essa criação, deve ser ajustado pra nos enviar o webhook de criação. - Adicione a ação "Criar ticket" e configure os campos necessários (pipeline, estágio inicial, etc.). - Ative o Workflow. 7.2. Workflow: associar conversa ao proprietário do ticket - Crie um segundo workflow baseado em conversas. - Configure o gatilho: Ticket (Objeto Associado)". - A última mensagem é um comentário do thread é igual a Verdadeiro - Proprietário do ticket sempre foi qualquer um dos Claudia Cloud Humans - Adicione a ação "Revezar registro para o proprietário" e escolha suas opções de transferência. - Ative o Workflow. 8. E se eu tiver mais de um fluxo de transbordo? Operações com múltiplos destinos de N2 (ex.: suporte técnico, financeiro, comercial) precisam de um Evento Personalizado e um Workflow para cada fluxo de transbordo. - Repita as configurações das seções 5 e 6 para cada fluxo. - Informe todos os nomes internos dos eventos criados para o time da Cloud Humans. O Workflow de notificação de criação de ticket (seção 4) não precisa ser duplicado — ele é único por integração. 9. Uso de "ticket infinito" — reinscrição no Workflow Alguns clientes utilizam a configuração de ticket infinito, onde um mesmo ticket é reutilizado em múltiplos atendimentos ao longo do tempo. Nesse cenário, o fluxo de transbordo pode precisar ser acionado mais de uma vez para o mesmo ticket. Por padrão, os Workflows do HubSpot não permitem que o mesmo registro seja inscrito novamente após já ter passado pelo fluxo. Para habilitar isso: - Abra o Workflow de Transbordo. - Acesse Configurações (ícone de engrenagem). - Ative a opção "Permitir que registros sejam reinscritos". É necessário falar com o nosso time se a sua operação utiliza ticket infinito e se essa configuração se aplica ao seu caso.

Last updated on Mar 30, 2026