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Help Center | Portals, articles and translations
How to embed videos in my FAQ articles?
How to embed videos in my FAQ articles?
Last updated on Sep 02, 2026
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Getting started on the platform
Agent status in Cloud Chat: Available, Busy, Offline, and Auto offline
Chat Conversation Management in CloudChat: Tools and Features
Guide to Notification and Audio Alert Settings
How Ticket Statuses Work: Open, Resolved, Pending, and Delayed
First Access to the ClaudIA Panel and Cloud Chat
How to block or unblock a contact individually
Bulk actions on conversations: resolve, assign and label several at once
Complete Cloud Chat Training: Platform Introduction and Setup
How to start a new conversation with a contact that already exists
How to manage and organize conversations in Cloud Chat
How to Use the MCP of Cloud Chat
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Conversations | Reply, organize and find tickets
View Previous Conversation with a Contact Without Leaving the Support
How to Merge Conversations from the Same Contact
Conversation Filters
Copilot: AI Assistant to Improve and Edit Responses (Including Translation)
How to Show or Hide Activity Messages in a Conversation
Message Translation
Quick Filters (Filter and Sort) — FAQ
Chat and Shared Contact Filters
How the Queue Updates Work (“My”, “Unassigned”, and “All”)
How to View Past Conversations
Sending Conversation Transcripts by Email
Guide to Responding to Conversations and Creating Internal Notes
How to use the Filters panel in Cloud Chat conversations
Ticket Kanban view: group by status or by your own statuses
Email Sending Error Filter: The Three States and How to Use as a Work List
View the conversation owner on the Kanban card
Response Suggestion Copilot: ClaudIA suggests the reply for the agent
Parallel Conversations: Trigger Another Department Without Leaving the Support
Act on All Conversations in a Filter at Once
Revised Chat Area and Full Screen Image Viewer
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Contacts | Records, import and export
Basic Guide to Contacts Features
Bulk Contact Import via CSV
How to Export Contacts from Cloud Chat
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WhatsApp | Connection, templates and sending
Master Guide — How to connect your WhatsApp number to Cloud Chat
WhatsApp Templates: Structure Rules, Categorization (Authentication, Utility, and Marketing), and How to Avoid Rejection
WhatsApp Templates: Create, Edit, Delete, and Builder Usage
How to Disconnect WhatsApp from Systems
How to Avoid Blocks and Bans on WhatsApp
What is the limit of connected WhatsApp numbers and how to increase it?
How to Purchase a Virtual Number for WhatsApp Use?
What is "Coexistence" on WhatsApp (WABA + Phone)?
How to connect a WhatsApp number with coexistence (App + API)
How to connect a WhatsApp number without coexistence (API-only mode)
Migrating WhatsApp to Cloud Chat from Another Support Platform
How to reconnect your WhatsApp inbox in Cloud Chat
WhatsApp messaging tiers: what they are and how to move up
FAQ — WhatsApp Integration: Frequently Asked Questions
Connecting Your WhatsApp to Cloud Chat (via Twilio)
Why Is My Message Not Being Sent? Complete Error Guide (WhatsApp, Twilio, and Email)
How to set up single conversation on WhatsApp
How to replicate WhatsApp templates between WABAs via API
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Channels and inboxes
How to connect Instagram to Cloud Chat
How to Install the Cloud Chat Web Widget: Public, with Data, or Logged-in Area (HMAC)
[Consolidated] How to connect Outlook/Microsoft email box to Cloud Chat
How to Connect an Email Box to Cloud Chat (Google, Microsoft, IMAP/SMTP)
💬 Cloud Chat Web Widget — Enable Multiple Conversations per User and Conversation History (requires login area)
Limitation: Using WhatsApp Desktop
Web Widget in Mobile Applications
Shared Web Widget Session Across Browser Tabs
Migrate your Instagram from a Facebook Page to the native integration
Instagram: how to enable replying after 24 hours (Capabilities tab)
Email Conversation Continuity: How to Enable and How It Works (Automatic and Manual)
New Conversation via Web Widget: Why the Inbox Appears (or Not)
Failed Send Indicators in Conversation List
How Email Attachments Work in CloudChat
What happens to conversations when I delete an inbox
Slack inbox: connect and provide support through the native channel
Cloud Chat Telephony: how to receive and make calls
Moderate Instagram Comments via Conversation
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Campaigns and proactive messages
How to send messages via campaign in Cloud Chat
Ongoing Campaigns in the Website Chat (Web Widget)
Single Campaign in Site Chat (Web Widget)
How to Set Up and Send Email Campaigns in Cloud Chat
How to send individual proactive messages in Cloud Chat
Open an email conversation via API
Open Email Conversation via API
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Automations, SLA and service rules
How the Events Triggering Automations in CloudChat Work
How to send the ticket protocol number automatically in Cloud Chat
Markdown Formatting Difference between Automations in CC and WhatsApp
How to set a ticket limit per agent and assign tickets via Round Robin
How to configure CSAT (by channel or automation) and view results
How to set up SLA and service time metrics
Inactivity Follow-up Message
How automatic ticket resolution works
How to manage automations in Cloud Chat
How to know which automation was triggered in a ticket
Account Settings: Language and Auto-Resolution of Tickets
How to Set Up an Automatic Away Message
Closing message on automatic resolution
End-to-end inactivity flow: which setting does what
Pending as "Waiting for the Customer": Automatic Reopening, Follow-up, and Paused SLA
Out-of-hours Notice Does Not Interrupt Ongoing Support
How to edit the body of your webhook in an automation
Send a WhatsApp Template via Automation
Separate Proactive and Reactive Conversations in Automations
Add or Remove Contact Tag via Automation
Time-based automations: customer without reply, conversation without answer and idle status
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Tags, attributes and custom fields
How to use macros with custom attributes in Cloud Chat
Tags Features
How to Create Multi-Select Custom Attributes for Conversations
How to Use Dynamic Fields in Cloud Chat?
Required Fields for Ticket Closure
Validation with Regular Expressions (REGEX) in Custom Fields for 'Text' Type
How to create custom fields for contacts and conversations
How to create conditional conversation custom attributes
Can I find out who created a tag?
Duplicate macros, saved filters, and custom attributes
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Account, users and permissions
User Permissions/Profiles in Cloud Chat
Cloud Chat Users: How to Create Access and Resolve Login Issues
How to Set a Temporary Password for an Agent in Cloud Chat
Defining Which Profiles Can Block Contacts
How to Reset Your Password in Cloud Chat
Guide to Notification and Audio Alert Settings
Time Zone Configuration
Custom Availability Settings for User
Profile Settings Guide: name, message sending shortcuts, signature, and notifications
Why Can't a User See a Specific Inbox? How to Resolve Inbox Visibility Issues for Users
Shortcut Configuration Guide for Cloud Chat, Including Attachments
How to Create and Manage Teams
How to set up your company's Single Sign-On (SSO) in CloudChat
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Reports and data | Metrics, exports and Report Builder
Reports - Service Time Metrics
How to export contacts (only those who already chatted) and cross-check with another list — no code
How to use the new Report Builder Agent for queries and reports
How to use the Report Builder — complete guide
Explanation of the tables and columns in the Report Builder — ClaudIA and Cloud Chat topics
How to analyze and export contact custom field data in the Report Builder
Reports - CSAT
Reports - Campaign Metrics
How to access your operation’s raw data (Data Export)
How to find the most used tags in a period
Real-Time Operation Management with Advanced Monitoring
Overview of the Cloud Chat standard reports
Basic Guide to the Report Builder
Explanation of Report Builder Columns
Real-Time Operation Management with the Management at a Glance Report
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API and integrations | Keys, endpoints and webhooks
API: Import Contact via Hubspot Integration
API: Single Contact Import
Cloud Chat: Import Ticket History
API: Bulk Import of Contacts via API
How to send a proactive WhatsApp message via API
API: Send Proactive Message via WhatsApp through Hubspot Integration
How to extract data in bulk via API (Data Extract API)
How to Create Tickets via API in Cloud Chat
Updating Custom Attributes in Conversations via API
How to bulk remove tags from contacts via API
API - Send Proactive Message via WhatsApp
Master Guide — How to Access and Operate CloudChat Data via API
How to query contacts, tickets, and messages in real time via API
How to update and act on tickets via API
Create or Update an Article in the Help Center
How to create articles in the Help Center via API
Send Proactive Message via API (WhatsApp and Web Widget)
How to extract Quick Reply button responses from WhatsApp campaigns via API
How to find your API Key in Cloud Chat
Jira Integration in CloudChat
Migrating ticket history to Cloud Chat
Create and Monitor Campaigns via Public API
What the "Falha no envio do webhook" (Webhook delivery failed) warning on messages means
CloudChat Webhook Payload
What are the request limits (rate limits) for the Cloud Chat API routes?
How to merge contacts via API
How to connect the Cloud Humans MCP Server to Claude
How to create, update, and delete contacts via API
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Help Center | Portals, articles and translations
Translating a FAQ
Configure Multiple FAQs for Multiple Products or Clients within the Same Site
Publishing a New Article (FAQ) in an Existing Help Center
How to Hide a Portal from the Help Center Header (Without Restricting Access)
Changing Category Names in the FAQ / Help Center
How to Create a New Help Center and Launch Your First FAQ/Article
How to Change the Order of Categories in the FAQ
How to Activate the Web Widget within My Help Portal
Help Center Editor Features
How to show Help Center articles inside the Web Widget
How to embed videos in my FAQ articles?
Pin featured articles on the portal home page
Unpublish an Article from the Help Center without Archiving
Own Portal Icon and Images up to 15MB in Help Center
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ClaudIA in Cloud Chat
ClaudIA Panel Access Release via Cloud Chat
[Cloud Chat] Ticket Transfer to Level 2 (L2)
What the support ClaudIA is and how to access it
Bases de Conhecimento e ConteĂşdos
How to Prevent ClaudIA from Responding in Campaigns and Proactive Sends
How to Take Over a Conversation Handled by ClaudIA through Cloud Chat
Update Guide: New Automation Format
Which conversations count as an AI conversation
How to integrate ClaudIA with Cloud Chat and add channels
Return Conversation to ClaudIA After Human Support
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Administrator's First Steps
How to Open a Proactive Ticket via Email and How to Send Emails / Communications
Setting Up WhatsApp with Embedded Sign Up in Cloud Chat
Atomic Proactive Shooting via WhatsApp
How to Set Up Automatic Out-of-Office Message
How to Build Integrations Between Systems Using Automations and Webhooks
Snooze automations with a deadline
Web Widget bubble formats: Default and Expanded Bubble
Attribute Permissions: who sees each custom field in the conversation
Tags & Attributes: AI-powered Attribute Filling
Does the website chat open on its own when the agent replies?
Where to register a webhook in Cloud Chat (Integrations vs. Automation)
How to set up Single Sign-On (SSO) for your company in CloudChat
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Frequently Asked Questions
How to Manually Trigger Email Continuity in Chat Inbox Conversations (Web Widget) and WhatsApp?
Creating contacts via CSV in campaigns and failure report
How to set SLA, auto-resolution and follow-up per team
What is the WhatsApp BSUID and is Cloud Chat ready?
How to configure SLA, auto-resolution and follow-up per team
Two-factor authentication (2FA): via SMS or email
Ongoing ticket warning when sending a WhatsApp message
Playground conversations showing up in your queue: why it happens and how to fix it
Which dynamic variables can I use in Cloud Chat messages
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Others
How to Create an Integration to Create Tickets in Jira Using Automation + Webhook + n8n
How to Fix Error 550 5.7.515 — Email Authentication via Google Workspace
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