Home Automations, SLA and service rules How to send the ticket protocol number automatically in Cloud Chat

How to send the ticket protocol number automatically in Cloud Chat

Last updated on Sep 02, 2026

When to use it

  • You want the customer to receive the protocol number right at the start of the conversation
  • You need a unique reference per ticket for the customer to write down
  • You want to send the protocol number automatically — without the agent typing it manually

Prerequisites

  • Be logged in as an administrator or CX Engineer
  • For a project with ClaudIA: have access to the Painel da ClaudIA (ClaudIA Panel)
  • For a project without AI: have permission to manage automations

About this article

When a conversation starts, it is good practice to send the protocol number to the customer automatically. In Cloud Chat there are two ways to do this, depending on how the project is set up.

Available variables

Both in automations and in the ClaudIA greeting, you can use dynamic variables with double curly braces: {{nome.da.variavel}}. In automations, typing {{ in the field brings up the options automatically.

Variable What it returns
{{conversation.display_id}} Protocol number (e.g.: #1042)
{{conversation.id}} Internal conversation ID
{{contact.name}} Contact's full name
{{contact.first_name}} First name
{{contact.last_name}} Last name
{{contact.email}} Email
{{contact.phone}} Phone
{{contact.id}} Internal contact ID
{{agent.name}} Full name of the assigned agent
{{agent.first_name}} Agent's first name
{{agent.last_name}} Agent's last name
{{agent.email}} Agent's email
{{conversation.custom_attribute.CHAVE}} Custom attribute of the conversation
{{contact.custom_attribute.CHAVE}} Custom attribute of the contact

For custom attributes, replace CHAVE with the internal name of the attribute registered under "Configurações → Atributos Personalizados" (Settings → Custom Attributes).

Details at: How to use dynamic fields in Cloud Chat.

Option 1 — Project with ClaudIA (AI handling the tickets)

When ClaudIA is answering, all you need to do is add the protocol variable to the AI greeting.

Variable to use

{{conversation.display_id}}

How to set it up

  1. Go to the AI greeting setting in the Painel da ClaudIA

  2. Insert {{conversation.display_id}} into the welcome message

  3. Save and test

Greeting example

Olá! Seu número de protocolo é {{conversation.display_id}}. Como posso te ajudar?

Option 2 — Project without AI (human agents only)

Create an automation in Cloud Chat to send the protocol number as soon as the conversation is opened.

How to set it up

  1. In Cloud Chat, go to "Configurações → Automações" (Settings → Automations) and create a new automation

  2. Set the trigger: Conversation Created

  3. Set the action: "Enviar uma mensagem" (Send a message)

  4. In the message field, insert {{conversation.display_id}}

  5. Save and enable the automation

Message example

Olá! Seu protocolo de atendimento é {{conversation.display_id}}.

Summary

Option 1 — With ClaudIA Option 2 — Without ClaudIA
Where to set it up AI greeting (Painel da ClaudIA) Cloud Chat automations
Trigger Start of the conversation with the AI Conversation Created event
Variable used {{conversation.display_id}} {{conversation.display_id}}
Does it need a "Fluxo Controlado" (Controlled Flow)? No No

Notes

Tip: always include the protocol number in the first contact so the customer has a reference from the start.