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How to Prevent ClaudIA from Responding in Campaigns and Proactive Sends

Last updated on Sep 22, 2026

When to Use

  • You are sending a campaign and do not want ClaudIA to respond automatically when the customer replies.

  • You are performing single proactive sends and want only a human agent to handle it.

  • You want to prevent ClaudIA from replying to specific contacts via API.

Prerequisites

  • Logged in as an administrator or CX Engineer.

  • Knowledge of ClaudIA automations already configured in the account.

Caution: Be careful when modifying ClaudIA automations — incorrect changes can break the IA functionality across all tickets. Make only the changes described in this article.

About this article

You can use this feature to prevent the AI from initiating service in conversations started proactively.

Three scenarios are covered:

  1. Campaigns

  2. Single proactive sends

  3. Proactive sends via API

About this article

This is an umbrella guide that consolidates, in one place, how ClaudIA behaves in campaigns and proactive sends: how it works internally, how to block the AI, why it might close tickets, how to organize sends into a separate inbox, and what are the variable limits in templates. For step-by-step campaign creation, refer to How to send messages via campaign in Cloud Chat.

How ClaudIA works in Cloud Chat: the two automations

ClaudIA is not a separate robot operating outside the platform. Inside Cloud Chat, it is an AI agent (appears as an account agent, e.g.: ClaudIA FAQ) and only acts because two automations run together in your account, under Settings → Automation:

Automation Event What it does
[Cloud Humans] Trigger for Assignment Conversation Created Assigns the conversation to the ClaudIA agent (and the team) and triggers the event for ClaudIA's brain.
[Cloud Humans] Trigger for Webhook Message Created For each new message received, sends the content to ClaudIA to process — only when the conversation is already assigned to ClaudIA.

In summary: the first automation decides if ClaudIA should take over the conversation; the second determines what is sent for it to respond. Both work together — therefore, any adjustments to turn the AI on or off are made in these automations, not via a standalone button.

What each automation contains

The [Cloud Humans] Trigger for Assignment runs on the event Conversation Created with conditions:

  • Inbox equals your support inbox (e.g.: Support)

  • Status equals Open

actions performed: Assign Agent → ClaudIA, Assign Team and Send Webhook Event.

The [Cloud Humans] Trigger for Webhook runs on the event Message Created with conditions:

  • Message Type equals Incoming Message (message received from the customer)

  • Responsible Name equals ClaudIA

action performed: Send Webhook Event.

Since the assignment condition requires Status = Open, tickets starting with the status Proactive Campaign are not automatically assigned to ClaudIA at the time of sending. This is the exact point you should adjust to control whether AI responds in campaigns.

1. Campaigns

Configure the automation so that ClaudIA is not assigned when the conversation originates from a campaign.

Step 1 — Access Settings → Automation

Step 2 — Edit [Cloud Humans] Trigger for Assignment

Step 3 — Ensure status only allows "Open"

In the modal, ensure the Status condition allows only the Open value.

Step 4 — Save

Click Update.

Campaign tickets only transition to Open when the customer responds — prior to that, they stay in Proactive Campaign status. Since the condition now requires Open, ClaudIA is not automatically assigned at this moment.

2. Single proactive sends

Configure the automation so that ClaudIA is not assigned during single proactive sends.

Step 1 — Access Settings → Automation

(Same screens as previous section)

Step 2 — Edit [Cloud Humans] Trigger for Assignment

Step 3 — Configure Assignee comparator

Ensure the Assignee condition has the Not present comparator.

Step 4 — Save

Since single sends are created with an assigned agent (the one who sent it), the condition "Assignee not present" ensures ClaudIA does not replace this agent.

3. Proactive sends via API

Here, the control is different: you create a custom contact attribute that the system uses to decide whether ClaudIA responds.

This works for proactive contacts as well as normal contacts. If you want it to apply only during proactive contact, follow the final step in this section.

Step 1 — Create custom contact attribute

  1. Access Settings → Custom Attributes

  1. Click Create New Attribute

IMPORTANT: select Contact Attributes (not Conversation).

  1. Fill in:

    • Display Name: something obvious (e.g.: "Skip ClaudIA")

    • Description: what the attribute represents

    • Type: checkbox

  2. Click Create

Step 2 — Add attribute to automation

Access Settings → Automation.

Select the Message Created automation and click Edit.

Be careful not to make other changes — this could break ClaudIA’s operation in all tickets.

Click Add condition without removing existing conditions.

The newly created attribute appears in the list. Click on it and select:

  • Operator: Different from

  • Value: True

Logic: as long as the field is not true, ClaudIA responds. When it is true, it does not reply to that customer.

Click Update.

Step 3 — Check the checkbox on contact

Go to Contacts, select the contact, and check the box for the created attribute.

To make it APPLY ONLY to proactive contacts (not in normal tickets)

When the attribute is marked before sending the proactive message, ClaudIA does not interfere with the interaction.

But it is crucial to remove the attribute from the ticket immediately after sending the message.

What happens next: if the customer replies, the ticket remains with a human agent. ClaudIA only takes over if the customer opens a new ticket.

Notes