The Cloud Chat allows sending events to external systems through the "Send Webhook Event" feature in automations.

With this feature, it is possible to integrate Cloud Chat with virtually any system — including Jira — by using an automation intermediary, such as:

• n8n

• Zapier

• Make

• Plugga

The flow of the integration typically follows this logic:

1. An automation in Cloud Chat triggers a webhook.

2. The intermediary tool (e.g., n8n) receives the event.

3. The data is processed or adapted as needed.

4. An issue (ticket) is created automatically in Jira.

This integration is usually triggered by ticket updates, such as:

• adding a tag

• changing a custom conversation attribute

• changing priority

• changing the responsible team

When any of these conditions occur, the webhook is fired, initiating the process of creating the Jira ticket.

This type of integration is commonly used to route support requests to other teams, especially in cases like:

• Customer-reported bugs

• Technical incidents

• Issues requiring engineering analysis

• Escalation to technical teams.

Integration flow:

Updated Ticket in CloudChat
(tag or custom attribute)
        ↓
Automation triggers Webhook
        ↓
n8n receives event
        ↓
n8n transforms data
        ↓
n8n creates Issue in Jira

⚠️ Bidirectional (two-way) integrations — where Jira also updates CloudChat — are more complex and usually require combined use of Webhook + CloudChat APIs + Jira APIs.

Step 1 — Create the Automation in CloudChat

The first step is to create an automation based on ticket updates.

This automation will be responsible for firing the webhook.

Trigger Examples

You can use different conditions, such as:

Tag added to the ticket

Example:

tag added = bug

Custom attribute updated

Example:

conversation_custom_field = engineering_escalation
value = true

Priority change

priority = high

Automation Example

Event

Ticket updated

Condition

tag added = bug

or

custom field engineering_escalation = true

Action

Send Webhook Event

Step 2 — Create the Webhook in n8n

In n8n, create a workflow with a Webhook Node.

Configuration

Node: Webhook
Method: POST

Path

cloudchat-jira

n8n will generate a URL like:

https://n8n.yourdomain.com/webhook/cloudchat-jira

This URL should be configured in the CloudChat automation.

Step 3 — Understand the Payload Sent by CloudChat

When the automation triggers, CloudChat sends a POST with JSON containing event information.

Example Payload

{
  "event": "conversation_updated",
  "message_type": "incoming",
  "content": "Customer reported an error when generating the invoice",
  "conversation": {
    "id": 678,
    "status": "open"
  },
  "sender": {
    "id": 90,
    "name": "John Smith",
    "email": "[email protected]",
    "phone_number": "+5511999999999"
  },
  "inbox": {
    "id": 10,
    "name": "WhatsApp"
  }
}

Commonly used fields in the integration:

• conversation.id: Ticket ID
• content: Most recent message
• sender.name: Customer's name
• sender.email: Customer's email
• sender.phone_number: Customer's phone
• inbox.name: Channel

Step 4 — Enrich Data (Optional)

Depending on the integration, it may be necessary to gather more information before creating the Jira ticket.

In this case, n8n can use Real-Time Query APIs of CloudChat.

Common use cases:

• Fetch conversation history

• Fetch contact data

• Fetch other messages of the ticket

Example endpoint:

GET /api/client/accounts/{ACCOUNT_ID}/conversations/{CONVERSATION_ID}/messages

This step is useful when the technical team needs more context about the conversation.

Step 5 — Create the Jira Ticket in n8n

After receiving the webhook and preparing data, n8n can create a Jira Issue.

Typical configuration

Operation

Create Issue

Main Fields

• Jira Project: Engineering project
• Issue Type: Bug
• Summary: Bug reported via CloudChat
• Description: Customer message
• Reporter: Customer's email

Example of Description Sent to Jira

Bug reported via CloudChat

Customer:
{{sender.name}}

Email:
{{sender.email}}

Phone:
{{sender.phone_number}}

Message:
{{content}}

Ticket link:
https://cloudchat.cloudhumans.com/app/accounts/{ACCOUNT_ID}/conversations/{{conversation.id}}

This allows the technical team to quickly access the original ticket in CloudChat.

Step 6 — Test the Integration

Recommended testing flow:

1. Create the automation in CloudChat

2. Set up the webhook in n8n

3. Manually update the ticket (e.g., add tag bug)

4. Check if the webhook was triggered

5. Confirm that the n8n workflow executed

6. Verify that the ticket was created in Jira

Best Practices

Use Clear Triggers

Avoid creating Jira tickets for any ticket update.

Prefer using:

• Specific tags (bug, engineering)

• Custom fields (escalate_to_tech)

• High priority

Always Send the Ticket Link

Include in Jira the direct link to the conversation in CloudChat.

Example:

https://cloudchat.cloudhumans.com/app/accounts/{ACCOUNT_ID}/conversations/{CONVERSATION_ID}

This facilitates problem investigation.

Avoid Duplicates

If the ticket is updated multiple times, the automation might trigger multiple webhooks.

To prevent this, you can:

• Use a specific escalation tag

• Validate within n8n if a ticket issue already exists for that conversation

Integration Limitations

This type of integration has some limitations:

Typically one-way integration

CloudChat → Jira

Jira does not automatically update the ticket in CloudChat.

For bidirectional integration, it would be necessary to use:

• Jira Webhooks

• CloudChat Update APIs

• Additional logic in n8n