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How to integrate ClaudIA with Cloud Chat and add channels

Last updated on Sep 09, 2026

When to use this

  • You want to understand how ClaudIA integrates with Cloud Chat
  • You want to add ClaudIA to a new channel that is not covered yet
  • You want to avoid automation conflicts that affect how ClaudIA works

Prerequisites

  • Be logged in as an administrator or CX Engineer in Cloud Chat
  • Have the channel (inbox) you want to cover already set up

About this tutorial

In this article you will learn how the ClaudIA integration with Cloud Chat works, why it is important to keep the settings untouched, and how to add ClaudIA to a new channel so she starts handling it.

Instructional video:

What ClaudIA is in Cloud Chat

ClaudIA acts as an agent inside Cloud Chat. Literally an agent. Every incoming ticket is automatically assigned to her through the automations.

When you open the "Agentes" (Agents) section, you will find the ClaudIA user:

Do not delete or change the ClaudIA user. Doing so can negatively impact how she works.

How ClaudIA is activated

The automations are responsible for assigning tickets to ClaudIA. There are two main automations:

  1. One to call ClaudIA

  2. Another to assign the contact to her

Avoid creating automations that conflict with these two. For example, when a ticket comes in, it is essential that it is always routed to ClaudIA. Otherwise, she will stop replying, or she may reply in a conflicting way and in parallel with a human agent.

If you have any doubt when creating a new automation, contact support before activating it, to avoid breaking how ClaudIA works.

How to add ClaudIA to another channel

Step 1 — Make sure ClaudIA is in the new inbox

First of all, confirm that ClaudIA has been added as an agent in the new channel's inbox — otherwise, she cannot handle it.

Step 2 — Go to Automations

  1. Go to "Configurações → Automações" (Settings → Automations)

Step 3 — Edit the first trigger

  1. Click "Editar" (Edit) on the first trigger

  1. In the "Caixa de entrada (Inbox)" (Inbox) field, add the new channel and click "Atualizar" (Update)

Step 4 — Repeat for the second trigger

Apply the same procedure to the second trigger.

With that, ClaudIA starts replying to the tickets that come in through the new channel.

Notes