The most up-to-date documentation for the Cloud Humans APIs is at docs.cloudhumans.com/api-reference. If this article and the reference disagree, the reference prevails.
When to use
- You saw the "Falha no envio do webhook" (Webhook delivery failed) warning on the messages of a ticket and want to know what it means
- You want to know whether this warning affects support or message delivery
What this warning is
The warning appears when an automation rule in your account tries to send data to an external endpoint (webhook) and that endpoint does not confirm receipt.
It is common in accounts that use "Mensagem recebida" (Message received) or "Ticket resolvido" (Ticket resolved) automations to send a copy of the data to their own system (spreadsheet, script, ERP, BI tool).
The warning does not affect support. Sending and receiving messages (including on WhatsApp) keeps working normally, and ClaudIA is not impacted either. The only thing that fails is the parallel integration that was supposed to receive this data.
How to investigate
- Go to Configurações → Automação (Settings → Automation) and identify the rules that send data to an external endpoint.
- Check the destination URL of each one.
- Test that URL outside Cloud Chat: it needs to respond confirming receipt. If it redirects (
302response) or starts requiring login, the delivery is considered a failure.
Common case — Google Apps Script: the deployment must be set to "Anyone has access", executing as the script owner. When the deployment is changed (or the old link starts requiring login), the endpoint starts redirecting and every attempt fails — sometimes for months, without anyone noticing.
Notes
- Whoever manages the endpoint (your team or whoever maintains the script/integration) is the one who needs to fix the deployment — the fix is not in Cloud Chat.
- If the integration is no longer used, the cleanest path is to deactivate the automation rule that sends the data, and the warning stops appearing.