Asking for human assistance after CLAudia actually tried to help is a different situation than asking right off the bat. Now there is one option per project for exactly that: if CLAudia has already responded with content from its knowledge base or with an expert agent and yet the person asks for a human, the request goes through directly instead of being held.

In the account that originated the order, this would reach around 43% of human service requests.

CLAudia now reads the conversation and fills in your personalized attributes, so that the team stops typing what the client has already said. Each field is configured on its own: what trigger it must be filled in, what is the minimum trust for her to write, and the instruction she must follow in that specific field.

It is born off and is turned on field by field, so nothing begins to be written without you deciding first.

Personalized conversation fields can now be restricted by position, team, or person—including the negative one, hiding the field from everyone who doesn't belong to a specific team. In linked lists, the rule that you define on a field also descends to child fields.

The screen shows who has access before you save, so you can check the result instead of deducting.

Assuming up a conversation that is with CLAudia no longer requires switching screens. You can do this one by one, through the side panel of the conversation, or in bulk - selecting the conversations in hand or applying to an entire filter.

It applies to accounts that use CLAudia with a mirrored box, and it reaches conversations that are still open.

ClauDia's answers aren't just text anymore. It now sends a video tutorial, attaches a PDF, and offers clickable options instead of asking the customer to “type 1, 2, or 3". The content editor gained a button to enter each of these formats, so the configuration is the same as for any other answer.

Two limits that are worth knowing before assembling the content: it is a group of buttons per message, with up to three buttons, and the channel that does not support buttons receives plain text instead.

<p>When your CSV has a column Cloud Chat does not recognize, the import now stops and asks: ignore it, create a new custom field, or map it onto an existing field. Before, any unknown column silently became a custom field.</p><p>Deprecated columns such as <code>id</code> and <code>ip_address</code> are flagged and default to ignore, and each screen now offers its own CSV template — using the wrong one was the most common cause of a failed import.</p><p><a href="https://cloudchat.cloudhumans.com/hc/cloud-chat/articles/1749683256-importar-contatos-em-massa-via-csv">Bulk contact import via CSV</a></p>

<p>You can now start a conversation in the site chat (web widget) without waiting for the customer to write first — as a campaign to a list, or one contact at a time from the New conversation screen.</p><p>It works for contacts identified in your logged-in area. The message waits and shows up the next time they open the chat, even from another session or device.</p><p><a href="https://cloudchat.cloudhumans.com/hc/cloud-chat/articles/1782820392-campanha-unica-no-chat-do-site-web-widget">One-off campaign in the site chat</a></p>

<p>Campaigns are no longer limited to WhatsApp and SMS: you can now send an email campaign to your base straight from Cloud Chat. Sender domain verification is required before the first send — the steps are in the guide.</p><p>Picking who receives it also got broader. Besides labels, you can now segment the audience by contact attributes (Filter) or upload a spreadsheet (CSV).</p><p><a href="https://cloudchat.cloudhumans.com/hc/cloud-chat/articles/1779737955-como-configurar-e-enviar-campanhas-de-email-no-cloud-chat">How to set up and send email campaigns</a> · <a href="https://cloudchat.cloudhumans.com/hc/cloud-chat/articles/1737728471-criando-campanha-proativa-no-whats_app-guia-passo-a-passo">How to send messages through a campaign</a></p>

The topics started to appear grouped by project on all selection screens, you can filter by the default topic, and you can create or edit content directly from the audit screen - without switching screens in the middle of the review.

The publication review started to show the word-by-word comparison between what's on the air and what you're going to publish.