How the Events Triggering Automations in CloudChat Work

CloudChat automations are triggered based on events.

To ensure that rules work correctly, it is essential to understand the sequence of these events in a conversation's lifecycle.

Responsibility of Each Event

1. Conversation Created

   Always the first event.

   Triggered as soon as the conversation (ticket) is created.

   Best practice: use this event only to assign initial values (e.g., inbox, priority, agent, or tags).

2. Message Created

   Happens whenever a new message enters the conversation.

   Occurs during conversation creation (e.g., when the customer sends an initial message to open support).

   Best practice: use for reactive actions, such as applying tags based on message content or triggering webhooks.

3. Conversation Updated

   Triggered when there are changes to an existing conversation: status change, agent assignment, team inclusion, priority update, etc.

   Best practice: use when needing to monitor flow changes, not just creation.

4. Conversation Opened

   Occurs when a previously resolved, pending, or delayed conversation is reopened by an agent.

   Best practice: use to resume automated flows (e.g., reassign to the same team that previously resolved it).

Typical Execution Flow

• Customer opens support by sending a message → Conversation Created and Message Created run in parallel

• Any field change (status change, agent assignment, team inclusion, priority update, etc.) → Conversation Updated

• Agent resolves the conversation → Conversation Updated (status = resolved)

• Agent reopens the ticket manually → Conversation Opened and Conversation Updated run in parallel

Common Error Cases

1. Concurrency Between Automations - Different events occurring under the same condition

   Error: two automations modifying the same field (e.g., agent or priority) on the same event.

   Solution: always validate additional conditions so that only one rule applies. Example:

2. Overwriting elements that are referenced by an action

   Error: setting actions that replace already filled values (e.g., custom fields or agent).

   Solution: automations should never leave fields empty or delete information without checking if they are used in other automations.

3. Incorrect use of “equals FALSE” conditions

   Can cause unexpected mass triggers.

   Solution: prefer using “not TRUE”.

4. Excessive actions in a single automation

   Can cause loops or chain reactions that are hard to trace. Solution: split large automations into smaller, independent rules.

5. Webhook not triggering

   If success/failure icon does not appear → the automation did not run.

   Common cause: poorly defined conditions or conflicts with other automations blocking execution.

By following these best practices, you ensure that your CloudChat automations work predictably, efficiently, and conflict-free. Before publishing any automation, always review conditions, actions, and possible interactions between events — this helps prevent unexpected behaviors and keeps your operation flow stable.

If you have questions or need help configuring your rules, contact CloudChat Support. Our team is ready to assist you in building intelligent and secure automations.