Combine ClaudIA support automation with the Cloud Chat team workspace
Cloud Humans is a Brazilian customer-support company with two connected products: ClaudIA, its AI support agent, and Cloud Chat, an omnichannel workspace for the human team. The official site emphasizes real-time conversations and WhatsApp rather than treating every request only as a traditional ticket. The agent can answer from business knowledge and transfer conversations when a person is needed.
The agent's configuration includes tone, name and response behavior. Cloud Humans describes using private content and files, as well as connecting to other systems through APIs or MCP for lookups and approved actions. ClaudIA can operate with Cloud Chat or supported helpdesks, allowing a team to assess the agent without necessarily replacing every existing support tool. Permissions and escalation rules should be defined before the agent is allowed to change business records.
Cloud Chat brings channels such as WhatsApp, web chat, email and social messages together for operators. The website also describes visual automation, queues, teams and customer-data connections. A shared workspace is useful when a request crosses channels, but the team still needs clear ownership and a way to identify the correct customer. Test a full handoff so employees receive enough context to continue without asking the customer to repeat everything.
ClaudIA is priced by conversations fully resolved by AI, with volume bands applied to the month's resolved total. Conversations escalated to humans are not charged as AI resolutions. Cloud Chat separately charges for users who actually interact with customers, while observation, internal notes and reporting access can be free. The published minimum monthly payment covers the combined usage and seats rather than adding another fee on top. The pilot is paid, not a free trial. Before committing, confirm the resolution window and expected volume, along with any separate proactive messaging charges. Evaluate a pilot using verified answers, correct actions and successful human transfers, not only a reduction in ticket counts. Those checks reveal whether the automation improves the actual customer experience.
