Home ClaudIA in Cloud Chat Update Guide: New Automation Format

Update Guide: New Automation Format

Last updated on Sep 02, 2026

What has changed?

  • We no longer use the tag cloudhumans (AI Tag) to assign or unassign conversations in ClaudIA.

  • This change prevents race conditions between automations.

1. Automation – Trigger for Assignment

How it was:

How it is now:

Main change: It is no longer necessary to add the action “add label – tag = (AI Tag)”.

2. Automation – Webhook Trigger

How it was:

How it is now:

Main change: In the conditions, there will no longer be conversation tag = (AI Tag). The filter will now be based on assignee = (AI Name).

3. Automation – Tier 2 Tickets

How it was:

How it is now:

According to the new logic, this automation will no longer be necessary.

So, we will leave it disabled.