Home Automations, SLA and service rules How to manage automations in Cloud Chat

How to manage automations in Cloud Chat

Last updated on Sep 02, 2026

When to use

  • You want to standardize and automate repetitive support actions (assigning a tag, transferring to a team, sending a message)
  • You want to react automatically to conversation events (created, updated, new message, reopened)
  • You want to fill custom attributes or trigger webhooks via rules

Prerequisites

  • Be logged in as an administrator or CX Engineer
  • Have the custom fields, tags, and teams already created if you want to use them in actions

About this article

Cloud Chat lets you create automations to standardize and speed up support — reducing manual work and ensuring consistency. Based on events and conditions, you configure automatic actions such as filling fields, assigning conversations, sending messages, etc.

How to access and manage automations

  1. Go to Settings

  2. Open Automations

  3. On this screen you can:

    • Create new automations

    • Edit existing rules

    • Clone automations

    • Delete automations

    • Enable / disable (via the status toggle)

How to create an automation

Click Add Automation Rule and fill in:

  • Title — identifying name

  • Description (optional) — summary of what it does

  • Event — the automation trigger:

    • Conversation Created

    • Conversation Updated

    • Message Created

    • Conversation Opened

  • Conditions — rules that must be true (e.g., agent = X, team = Y)

  • Actions — what happens when the criteria are met (e.g., add tags, send a message)

Finish by clicking Create, and keep the status Active so it runs.

Available events

  1. Conversation created — whenever a new conversation starts

  2. Conversation updated — when there is a relevant update to the conversation

  3. Message created — when a new message is created (by the agent, user, or customer)

  4. Conversation opened — when a conversation that was resolved, pending, or snoozed is resumed

To understand how each event works and its best practices: How the events that trigger automations work in Cloud Chat.

Available conditions per event

When configuring, define conditions that must be true for the rule to run. The options vary by event.

Some conditions such as Country are not available for all contacts — they depend on the browser/channel passing that information along. Many channels do not have these attributes available and/or users choose to block them.

Custom attributes (of conversations or contacts) can be used as a condition in any of the events.

Conversation Created

Triggered as soon as a new conversation starts.

  • Status, Browser Language, Email Subject, Country, Phone Number, Referrer Link, Email, Inbox, Conversation Language, Priority

Conversation Updated

Triggered whenever an existing conversation is modified.

  • Conversation Tag, Status, Browser Language, Email Subject, Country, Referrer Link, Phone Number, Assignee, Team, Email, Inbox, Conversation Language, Priority

Message Created

Activated when a new message enters the conversation.

  • Conversation Tag, Message Type (incoming/outgoing), Message Content, Email, Inbox, Conversation Language, Phone Number

Conversation Opened

When a resolved/pending/snoozed conversation is reopened.

  • Browser Language, Email, Email Subject, Country, Referrer Link, Assignee, Phone Number, Team, Inbox, Conversation Language, Priority

Available actions

  • Assign to a specific agent

  • Route to a team

  • Add labels (tags)

  • Fill in custom fields

  • Send automatic messages or attachments

  • Resolve, mute, or snooze the conversation

  • Send email notifications

  • Trigger webhooks

  • Change custom fields of conversations

  • Change custom fields of contacts

You can combine multiple actions in a single rule.

Using custom fields in automations

Cloud Chat lets you create Custom Fields (custom attributes) that store information specific to a conversation or contact. They are configured in Settings → Custom Attributes.

Details at: How to create custom fields for contacts and conversations.

In an automation, you can fill in or change these fields with fixed values based on the conditions. Example:

When the conversation is marked as resolved and the team is "Tech", fill the Motivo do Contato (Contact Reason) field with Pedido de Suporte (Support Request).

Using dynamic attributes in automations

Besides fixed values, you can fill fields with dynamic values using double curly braces. These values are replaced at execution time based on the context.

Examples:

  • {{conversation.display_id}} — public ID of the conversation

  • {{inbox.name}} — name of the inbox

Details: How to use dynamic fields in Cloud Chat.

Practical example

Configure an automation to fill a referência_interna field with the conversation ID:

Action: Fill referência_interna with {{conversation.display_id}}.

Important tips when configuring

Be careful with "equal to FALSE"

It is recommended to avoid the "equal to FALSE" operator — it can cause unexpected behavior. Prefer "not equal to TRUE".

Avoid conflicts with ClaudIA

Some automations can interfere with ClaudIA's rules. Before enabling one, make sure it does not change statuses, fields, or flows used by ClaudIA — it can interrupt or compromise her responses.

Details at: How to integrate ClaudIA with Cloud Chat and add channels.

Difference between "AND" and "OR" in conditions

  • AND — all conditions must be true simultaneously

    E.g.: Status = Open AND Priority = High → only triggers if both are true

  • OR — one being true is enough

    E.g.: Status = Open OR Priority = High → triggers in either scenario

Be careful with too many actions in a single automation

Too many actions in one automation can lead to:

  • Chained changes that are hard to control

  • Risk of automatic loops

  • Difficulty identifying what triggered the rule

Best practice: keep it simple and direct. If you need many actions, split them into more than one automation.

Watch out for logic across more than one automation

Automation concurrency — when two automations modify the same fields with:

  • The same event

  • The same condition

  • The same action

Data may be incorrectly overwritten. Always validate additional conditions so that only one rule is applied.

Empty fields

An automation should never leave fields empty. Before updating/deleting an important attribute (agent, custom attribute):

  • If the field cannot receive a value → the automation should not run

  • If there is already a value → evaluate whether to keep or complement it, but never overwrite it with an empty value

  • Before deleting anything → check that it is not being used in other automations

Webhooks — how to identify the status?

In a conversation you can track the webhook delivery status as an audit trail.

  • Sent successfully — antenna icon at the bottom of the message

  • Delivery failed — triangle with an exclamation mark in the center

  • Webhook not executed — no icon at all, meaning the automation did not run (it may be disabled or misconfigured)

Notes