Frequently Asked Questions

By Henrique Bidarte and 3 others

• 9 articles

How to Manually Trigger Email Continuity in Chat Inbox Conversations (Web Widget) and WhatsApp?

With Email Continuity, the support process is not interrupted even when the visitor leaves the chat. In the WebWidget, the conversation can automatically continue via email when the visitor leaves the website, or manually if the agent chooses to do so. In WhatsApp, email continuity is always initiated by the agent. Before manually activating continuity in a conversation, you must enable this feature in the Inbox settings. 👉 To see how to enable email continuity in your inbox, visit our FAQ about Email Continuity. After configuring, you can manually trigger email continuity for specific conversations, as detailed below. 📧 📩 How to Manually Activate Email Continuity in a Conversation? 1. Access the conversation normally in the panel. 2. At the top of the conversation, click the "Activate email continuity" button. 💡 The button will only be visible in inboxes of type site (WebWidget). Once activated, an indicator will display showing that the conversation is set to continue via email. For WhatsApp inboxes, a warning modal will appear to confirm that the agent intends to proceed with this change. 📌 Manual activation of email continuity is not possible if it has not been enabled in the settings. 📌 Manual activation of email continuity is not possible if the contact does not have an email address. ⚠️ IMPORTANT >> Can activation be undone? No. Once activated, email continuity is permanent for that conversation. - The conversation will be transferred to the standard email flow. - Messages will remain visible in the CloudChat panel and assigned to agents as usual, just like any other email conversation.

Last updated on Oct 21, 2025

Creating contacts via CSV in campaigns and failure report

About this article This article covers a new feature of the CSV audience in campaigns: automatically creating the contacts that don't exist in your database yet, instead of sending only to those who are already registered. For the complete step-by-step guide on how to set up a campaign, see the main guide: How to send messages via campaign in Cloud Chat. :::info Feature in pilot phase. It isn't enabled by default. To activate it on your account, request enablement from the Cloud Humans team through your support channel. While it isn't enabled, the CSV audience keeps sending only to contacts that already exist. ::: Creating contacts that were not found In the campaign's audience step, on the CSV tab, after uploading the spreadsheet the option "Criar contatos não encontrados" (Create contacts that were not found) appears: - Unchecked (default): the campaign sends only to the phone numbers in the CSV that already exist in your database. - Checked: the contacts in the CSV that don't exist yet are created automatically before the send and start receiving the campaign. The summary (preview) shows, before sending, how many contacts already exist, how many will be created and how many will be skipped — for example "Até 3 contato(s) serão criados" (Up to 3 contact(s) will be created). CSV tab of the audience with the "Criar contatos não encontrados" option checked :::warning The default limit is 3,000 recipients per campaign. If the CSV has more new contacts than the available room, those beyond the limit are not created — and they show up as skipped in the preview and in the failure report. ::: Name column (optional) If the spreadsheet has a name column, the contact that is created receives that name. Without it, the contact is identified by the phone number. (The rules for the required column — phone_number or email — are the same as for the CSV audience; see the main guide.) Failure report When some row of the CSV cannot become a contact/recipient, the campaign generates a failure report available for download, in the campaign detail/progress view. - The file is a CSV with one row per failure: identifier (phone number or email), name and the reason (e.g.: phone number in an invalid format, duplicated in the spreadsheet, above the campaign limit). - No failures, no report — the button only appears when there is at least one row with a problem. :::info Don't confuse it with "Baixar CSV dos não encontrados" (Download CSV of the ones not found). They are different things: - Baixar CSV dos não encontrados (Download CSV of the ones not found) — rows that did not match any existing contact (always available in the CSV audience). - Failure report — rows that could not be created as a contact (only in the "Criar contatos não encontrados" flow). ::: Frequently asked questions Why don't I see the option / the report? (1) The feature hasn't been enabled for your account yet (pilot phase); (2) the campaign had no failures — so there is no report to download; (3) you haven't opened the detail of the already processed campaign yet. Do the created contacts go into my database normally? Yes. They are available on the Contacts screen like any other contact.

Last updated on Aug 02, 2026

How to set SLA, auto-resolution and follow-up per team

You can now set SLA, auto-resolution and follow-up per team — not only per inbox/account. Each team can have its own behavior, without affecting the others. What you can customize per team - SLA — a team-specific SLA policy. - Auto-resolve — after how many minutes the team's inactive conversations resolve automatically. - Follow-up — an automatic message after X minutes of inactivity, or turn follow-up off for that team only. How to set it up 1. Go to Settings → Teams and click Edit on the team. 2. Move to the Overrides step. 3. Turn on the card you want (SLA, Auto-resolve or Follow-up), fill in the values and click Save. Heads-up on Follow-up: if you turn on the Follow-up override for a team but leave the message off/unconfigured, it works as turning follow-up off for that team only — it overrides the inbox/account default and that team stops receiving follow-ups (even if the account has follow-up enabled). Overrides screen Does it apply to conversations already open? - SLA: only to new conversations or ones (re)assigned to a team from then on; already-open conversations don't change. - Auto-resolve and follow-up: also apply to already-open conversations, within a few minutes. It's optional and per team. Teams without any specific configuration keep working exactly as before. Note: auto-resolve and follow-up run in periodic cycles and process up to 100 conversations at a time — and this limit of 100 applies to the whole account (across all teams), not per team. So they may happen with a small variation from the configured time (not exactly to the minute), especially when many conversations are eligible at once.

Last updated on Jun 25, 2026

What is the WhatsApp BSUID and is Cloud Chat ready?

What is changing in WhatsApp? Meta is rolling out two new features on the WhatsApp Business Platform in 2026: - Usernames: WhatsApp users will be able to create a username (e.g., @maria.silva) and hide their phone number when talking to businesses. - BSUID (Business-Scoped User ID): a new unique identifier that Meta has started sending for each contact (format BR.1349120865530...). It is unique per business — the same user has a different BSUID for each business they talk to — and it becomes the official way to identify a contact when the phone number is not visible. Meta's timeline: since April/2026 BSUIDs have been arriving in the webhooks; since June/2026 users can reserve their usernames (the current phase); adoption will be gradual over the coming months. Is Cloud Chat ready? Yes. Since early June 2026, Cloud Chat already receives, stores, and automatically links the BSUID of each contact. In practice: - Every contact who interacts through WhatsApp already has the BSUID linked to their record, alongside the phone number. - When a user chooses to hide their number, service continues as usual — Cloud Chat identifies the person by the BSUID and keeps the entire conversation history unified. - If a contact changes their number in the future, the BSUID makes it possible to recognize them as the same person, avoiding duplicate records. What changes for my operation? Nothing changes in your day-to-day, and no action is required. A few useful details: - Continuity of conversations: contacts who talked to your business in the last 30 days are saved in Meta's contact book, and each new contact renews that cycle — meaning the phone number of these contacts remains visible as usual. - New contacts with a hidden number: they may appear identified by their profile name or username instead of the phone number. Service works as usual. - Authentication templates (OTP codes): due to a restriction from Meta itself, it is not possible to send templates in the Authentication category to users who have hidden their number. Frequently asked questions Will I lose the conversation history of any customer? No. BSUID-based identification exists precisely to keep the history unified even when the phone number is not available. Do I need to configure anything? No. The adaptation was made on the platform and is already active for all customers. Are usernames already working? Not yet. Meta is in the username reservation phase and has not started sending them in the webhooks yet. When that happens, Cloud Chat is already ready to receive them. Where can I find more information from Meta on the subject? In the official documentation: Business-Scoped User IDs.

Last updated on Jul 22, 2026

How to configure SLA, auto-resolution and follow-up per team

Now you can set SLA, auto-resolution and follow-up per team, and not only per inbox/account. Each team can have its own behavior, without affecting the others. What you can customize per team - SLA — an SLA policy that belongs to the team. - Auto-resolution — how many minutes until the team's inactive conversations are resolved automatically. - Follow-up — an automatic message after X minutes of inactivity, or turning follow-up off for that team only. How to set it up 1. Go to "Configurações → Times" (Settings → Teams) and click "Editar" (Edit) on the team you want. 2. Move forward to the "Sobrescritas" (Overrides) step. 3. Turn on the card for the setting you want (SLA, Auto-resolution or Follow-up), fill in the values and click "Salvar" (Save). Heads-up on Follow-up: if you turn on the Follow-up override for the team but leave the message off/unconfigured, that works as turning follow-up off for that team only — it overrides the account/inbox default and the team stops receiving follow-ups (even if the account has follow-up turned on). Overrides screen Does it apply to conversations that are already open? - SLA: only to new conversations or ones that are (re)assigned to a team from that point on; conversations that are already open don't change. - Auto-resolution and follow-up: they also start applying to conversations that are already open, within a few minutes. It's optional and per team. Teams without a specific setting keep working exactly as before. Note: auto-resolution and follow-up run in periodic cycles and process up to 100 conversations at a time — and this limit of 100 is per entire account (adding up all teams), not per team. Because of that, they may happen with a small variation from the configured time (not exactly on the minute), especially when there are many eligible conversations at the same time. Inactivity follow-up (per inbox) Prerequisite: the account needs "Resolução Automática de Tickets" (Automatic Ticket Resolution) configured. 1. Go to "Configurações → Caixas de Entrada" (Settings → Inboxes) and select the inbox. 2. Find the "Mensagem de Acompanhamento por Inatividade" (Inactivity Follow-up Message) section. 3. Turn on "Enviar mensagem de acompanhamento antes do fechamento automático" (Send a follow-up message before auto-closing). 4. In "Período de inatividade (minutos)" (Inactivity period in minutes), enter the time (a multiple of 5 and lower than the auto-resolution time). 5. Write the follow-up message. 6. Click "Atualizar" (Update). Notes: it only fires if the last public message came from a human agent; 1 send per cycle; it can be delayed by up to 5 minutes. To adjust it per team, see the per-team overrides section.

Last updated on Aug 03, 2026

Two-factor authentication (2FA): via SMS or email

Two-factor authentication (2FA): via SMS or email Two-factor authentication adds a second layer of protection to your login: in addition to your email and password, you have to enter a 6-digit code. You choose where you receive that code: SMS on your mobile phone or the email of your account. That way, even if someone finds out your password, they can't get in without your phone or your mailbox. How an administrator turns it on The 2FA requirement is set per account and applies to all of its users. Only account administrators can change it. 1. Go to Account settings. 2. Go to the Security section. 3. Under Require two-factor authentication (2FA), select Required for all users. From then on, all users of the account will go through 2FA at their next login. What happens at the first login after turning it on Cloud Chat asks where you want to receive the verification codes: - SMS on your mobile phone — enter the number (the field formats it as you type; you can type just the digits, like 11999999999), receive the SMS with the 6-digit code and enter it to confirm the number. - Email — the codes arrive at the email of this account, with no phone number required. Note the warning on the screen: without a registered mobile phone, if you forget your password only your account administrator can reset it. If you prefer to have both options, click Add a phone anyway. If you already had a verified mobile number, this step is skipped — Cloud Chat goes straight to asking for the code. On the following logins After entering your email and password, the code field appears. The code is sent through your current channel (SMS or email). The SMS arrives in a few seconds; the email comes from [email protected] with the subject "Your Cloud Humans verification code". If the code doesn't arrive, use the Resend code button. It becomes available after 60 seconds — this wait exists to avoid duplicate sends, which make it confusing to know which code is the valid one. Receiving the code through the other channel Below Resend code you'll see Receive the code by email or Receive the code by SMS. When you click it, the previous code stops being valid and a new one is sent through the other channel. The choice is saved: on your next logins the code already comes through that channel. - The link only appears when the other channel is verified (confirmed phone or the account email). - You can switch at most twice in the same login. I didn't get the code. What should I do? By SMS, try this order: 1. Check that the number is correct, including the area code. 2. Wait up to a minute. Delivery depends on the carrier and may be delayed. 3. Use Resend code when the counter reaches zero. The code from the most recent SMS is always the valid one. 4. Check your phone's signal. With no signal, the carrier can't deliver the SMS. Today, SMS sending works for Brazilian mobile numbers. If your phone is from another country, use email as your channel. By email: 1. Look for "Your Cloud Humans verification code" in your spam / junk folder. 2. If your company has an antispam or email firewall, whitelist the sender [email protected]. 3. Use Resend code when the counter reaches zero. If one channel isn't working and the other one is verified, click Receive the code by email or Receive the code by SMS. Changing the channel or the phone from your profile Under Profile settings → Two-factor authentication you see your current channel and the registered phone (verified or not), and you can: - Receive by email / Receive by SMS — changes the channel for your next logins. - Add or change phone — until the new number is confirmed, the codes go to your email. Every change asks for your password and a code through your current channel. I lost my phone or changed my number - If your email is verified, click Receive the code by email on the code screen and log in normally. Then change the phone under Profile settings → Two-factor authentication. - If there is no other channel available, open a ticket with support: a super administrator resets your second factor (SMS and email) and, at your next login, Cloud Chat asks you to choose a channel again. - An account administrator can also update a user's phone number under Settings → Agents → edit agent. In that case, the new number starts receiving the codes at the next login. If you only changed devices but kept the same number, nothing changes: the SMS keeps arriving at the same number. I entered the code and got an error The messages tell you what happened: - "Invalid code" — the code is wrong or has expired. Request a new one with Resend code. - "Too many attempts" — a temporary block after several wrong attempts. Wait a few minutes before trying again. - "Your session has expired" — the login screen was left open for too long. Log in again from the start. - "You've already switched channels twice in this login" — use the last code you received or log in again. - "This channel isn't available for your account" — the other channel isn't verified. Continue with the current one. I forgot my password and I have 2FA enabled Use Forgot your password? on the login screen. Where the reset code goes depends on your 2FA channel: - SMS channel — the code arrives by email, with the subject "Reset your Cloud Humans password". - Email channel, with a verified phone — the code arrives by SMS. - Email channel, no phone — you receive an email telling you to contact your account administrator. Ask the administrator for a temporary password under Settings → Agents. The full walkthrough is in How to Reset/Change Your Password on Cloud Chat. Frequently asked questions Does 2FA apply to all users of the account? Yes. When the administrator marks it as required, the requirement applies to everyone, including administrators. I'm in more than one account. Do I need to set it up in each one? No. The second factor is tied to your user, not to the account. If one of your accounts requires 2FA, you'll start entering the code on all of your logins, including on accounts that don't require it. The administrator turned off the requirement. Do I stop doing 2FA? Not automatically. Anyone who has already set up the second factor keeps using the code at login. To remove it, a reset by the super administrator is required, via a support ticket. Can I use email instead of SMS? Yes. Choose it at your first login, or switch on the code screen (Receive the code by email) or under Profile settings → Two-factor authentication. Do administrators need a registered phone? No. Administrators can also use email as their second factor. Can I use an authenticator app (Google Authenticator, Authy)? Not yet. In this version the channels are SMS and email. Can a code be used more than once? No. Each code is valid for one login and expires within a few minutes. Does the SMS cost me anything? No. Sending is paid for by the platform. Receiving charges, if your phone plan has any, follow your carrier's rules.

Last updated on Oct 07, 2026

Ongoing ticket warning when sending a WhatsApp message

When to use it - You send a proactive WhatsApp message from the contact (speech bubble icon) and want to know why a warning showed up. - You saw the warning "Este contato já tem um ticket em andamento" (This contact already has an ongoing ticket) and don't know what to do. - You want to understand why Cloud Chat started warning about duplicate tickets. How it works What changed Before, when you sent a proactive WhatsApp message to a contact, Cloud Chat created a new ticket without checking whether another one was already ongoing. The result: two live conversations for the same customer, rework, and the risk of two agents talking to the same person at the same time. Now the system checks first and warns you. The warning when you open the form As soon as you click the new message icon on the contact, Cloud Chat checks whether they already have an ongoing ticket. If they do, the warning appears before you type anything: Warning shown when the new conversation form opens, with the form still empty You have three options: - "Ver ticket em andamento" (View ongoing ticket) — opens the existing conversation in a new tab, without losing the form. - "Cancelar" (Cancel) — closes the form. Use it when you realize the message shouldn't be sent. - "Escrever mesmo assim" (Write anyway) — closes the warning and unlocks the form. After choosing "Escrever mesmo assim" The form becomes available as usual — inbox, template, message: New conversation form unlocked after the agent chooses to write anyway Why the warning may appear twice The first warning, when the form opens, looks at every channel of the contact — including email and chat. At that point it doesn't yet know which inbox you are going to choose. When you hit send, the system runs a second check, this time only on the WhatsApp inbox you selected. If there is a live ticket there, the warning appears again — this time with the "Enviar mesmo assim" (Send anyway) button. It is not a duplicate by mistake. They are two different questions: - When opening: "is this contact being helped somewhere?" - When sending: "does this contact have a live ticket in this WhatsApp inbox?" The second check also protects against someone opening a ticket while you were writing. :::info The warning never blocks the message. It exists so you can decide with the right information, not to stop you. ::: Notes - It applies only to individual WhatsApp messages sent through the speech bubble icon on the contact. Mass campaigns have not changed. - Tickets that count as "ongoing" are the "aberto" (open), "pendente" (pending), "adiado" (snoozed) and "proativo" (proactive) ones — that is, everything that hasn't been resolved. A resolved ticket doesn't trigger the warning. - If you have already written the message and the warning shows up late, "Cancelar" (Cancel) does not discard what you wrote — it only closes the warning. - Originally requested by Flowbiz and Shopee.

Last updated on Sep 16, 2026

Playground conversations showing up in your queue: why it happens and how to fix it

When to use this - Test conversations from the Playground showed up in your service queue - You tried to close one of these conversations and couldn't find the option - You tried to close it via API and got an error saying the conversation is read-only What's happening Playground conversations are mirrored into Cloud Chat in a dedicated inbox called Claudia Playground. They are kept apart from real customer service on purpose, so you can look back at the history of your tests. For a while that separation wasn't respected by the conversation lists, and test conversations showed up mixed in under Não atribuídos (Unassigned), Meus (Mine), Todos (All), in custom filters and in search. This has been fixed. :::info After the fix, Playground conversations only show up when you deliberately choose the Claudia Playground inbox — in the sidebar, or through a "Inbox = Claudia Playground" condition inside a custom filter. ::: Why you can't close these conversations Conversations coming from ClaudIA — including Playground ones — are read-only in Cloud Chat. Their status is controlled by ClaudIA itself: the conversation stays open while there are messages and moves to resolved when ClaudIA closes the service. Because of that: - The Resolver (Resolve), Pendente (Pending) and Adiar (Snooze) actions don't appear in the conversation menu - Any attempt to change the status through the API is rejected with the message "External conversations are read-only" :::warning There is no API endpoint to close a mirrored conversation, and this is not a permission limitation of your token: no profile can change these conversations from Cloud Chat. Status changes have to come from the source. ::: What to do If test conversations still show up in your queue: refresh the page. If they keep showing up, contact support and share the link to one of them. If you just want to start a new test: in the Playground panel, use Reiniciar conversa (Restart conversation). There's nothing to close — the previous conversation stays in the history and doesn't take up space in your queue. If you want to review your past tests: select the Claudia Playground inbox in the conversations sidebar.

Last updated on Aug 31, 2026

Which dynamic variables can I use in Cloud Chat messages

When to use it - You want an automation, canned response or macro to fill in the customer's name, email or ticket number on its own - You inserted a variable and it came through empty in the conversation - You are building an automatic message and want to know what can be filled in automatically About this article Cloud Chat replaces variables inside the messages that go out to the customer — agent replies, canned responses, macros, automation messages and automatic inbox messages. The replacement happens at the moment the message is sent. Just type two braces in the text field to open the list of available variables. Conversation variables | Variable | What it fills in | | --- | --- | | conversation.display_id | Ticket number shown to the customer | | conversation.id | Internal identifier of the conversation | | conversation.custom_attribute.chave | Value of a conversation custom field | Contact variables | Variable | What it fills in | | --- | --- | | contact.name | Full name | | contact.first_name | First name | | contact.last_name | Last name (empty when the contact only has one name) | | contact.email | Contact's email | | contact.phone_number | Contact's phone number | | contact.id | Contact identifier | | contact.custom_attribute.chave | Value of a contact custom field | Agent, inbox and account variables | Variable | What it fills in | | --- | --- | | agent.name | Name of the agent who is sending the message | | agent.first_name / agent.last_name | Agent's first name and last name | | inbox.name | Inbox name | | account.name | Account name | Rules that save you headaches :::warning A variable with no value becomes empty text. If the contact has no email on file, the email variable disappears from the message and the customer receives half a sentence. To avoid this, set a default value using the default filter on the variable itself. ::: :::info It only works on outgoing messages. Messages received from the customer are never processed — if the customer types the name of a variable, the text stays literal. ::: - The custom field's key is what counts, not its label. Use the exact key registered in Settings, with no spaces or accents. - Text between backticks is not processed. To show a variable as an example without having it replaced, put it between backticks. - A broken brace is not replaced. If one of the closing braces is missing, Cloud Chat leaves the text as it is instead of trying to guess. :::warning Since every outgoing message goes through this replacement, you cannot teach a variable's syntax inside a message — Cloud Chat swaps the example for the real value before sending. To explain variables to someone, point them to this article instead of writing the example in the conversation. ::: Notes - The variables in this list apply to Cloud Chat messages. Inside a "Fluxo Controlado" (Controlled Flow) the list is a different one — see the article about variables sent to flows.

Last updated on Aug 31, 2026