Before you begin

Make sure you have the following ready:

• Certificate/Articles of Incorporation - the official document for your company
• Business Registration or License Document
• Government issued Business Tax document e.g Tax Certificate
• Business Bank Statement

• You must also have access to the phone connected to the contact number on your company's Business Info - the same number that appears on your documentation. Meta will send a code to this number during the verification.
• Admin Access requirements - You will need full admin access to your Meta Business Portfolio to complete this process.
• You should have an active Facebook Page and active Website (with no geo-locking applied) - all in the same name as your Business.
• The company information must be completed on your Business Information within your Business Portfolio. All information must match exactly with your verification documents.
• Your must have 2 administrators on your account and all must have two-factor authentication enabled.
• Your legal Business Name must appear on your website - on the contact page or in the footer.

Step by Step Guide

Step 1: Access Meta Business Manager Settings

• Go to https://business.facebook.com/
• Navigate to Settings in the left-hand sidebar.
• Click on Business Info from the Settings menu.
• All information entered in Business Info must exactly match the information on the documents you upload for verification. Think carefully about which legal entity name you will verify before filling in this section.

Step 2: Review and Complete the Business Info (if not done)

• Legal Business Name - must match your official documents exactly.
• Business Address - must match the address on your documents.
• Business Phone Number - must be the number you have access to and can receive a confirmation code.
• Business Website - must be active and display your legal business name.

Step 3: Add People to Your Business Portfolio (if you give Cue permission to process the ESU on your behalf)

• Navigate to People within Settings.
• Cue must be added with Permanent Access and Full Access inorder to proces the Embedded Sign Up on your behalf.
• From here, ensure you have two administrators linked to your portfolio.

Step 4: Set Up Two-Factor Authentication & Check Eligibility

• Navigate to Security Centre in the Settings sidebar. From the Security Centre you can:
• Enable Two-factor authentication for your account.
• Add another administrator to your account.
• Check if your account shows Eligible for verification under the Business verification section.
• If the 'Start Verification' button is not active, it means your company page was recently created or is inactive. Check that your page is active and that you have at least two administrators added. You can also create a Facebook App and connect this to your Business Manager to activate the 'Start Verification' button.

Step 5: Start the Verification Process

• Once the admin setup above is complete, you can start the verification. You can do this from either Business Info or Security Centre.

1. Click 'Start Verification'.
2. A pop-up will appear explaining what is involved. Click 'Get Started'.
3. Select your country from the dropdown and click 'Next'.
4. Select your business type (Corporation, Sole proprietorship, Partnership, Private company, or Institution) and click 'Next'.
5. Indicate whether your business is officially registered, then click 'Next'.

Step 6: Add Business Details

• You will now be asked to fill in your business details. These must match the documentation you will submit.

1. Business Name - enter your organisation name exactly as it appears on your accepted documents.
2. Alternative Business Name (optional) - the trading name your business uses publicly. Click Next
3. Business Address — street address, town/city, county/region, postcode exactly as it appears on your accepted documents. Click Next
4. Contact Phone Number — this must be the same number included on your documentation, and you must be able to receive a confirmation code via this number. Click Next
5. Website - Paste the website URL. This must be the same website linked to your Business and stated in the Business Info on your Meta Business Portfolio.
6. Next you will be shown a list of matching business from public records - ALWAYS choose 'My Business isnt listed'. This ensures you go through the document upload path, which is the most reliable route for verification.

Step 7: Confirm Your Connection to the Business

After selecting 'My business isn't listed', Meta will ask you to confirm your connection to the business. You will be given several options:

• Email (RECOMMENDED) - Meta will send a confirmation code to your business email address. This MUST be the same domain as your Business Website.
• Phone call - Meta will call your registered number.
• Text message (SMS) - Meta will text your registered number.
• WhatsApp message - Meta will send a WhatsApp message to your registered number.
• Domain verification - Use your existing domain to verify.

Step 8: Upload Your Documents

You will be asked to upload documents to verify your legal business name. The accepted document types are:

• Business bank statement.
• Business registration or licence document.
• Business tax document.
• Certificate/Articles of incorporation.
• Accepted file formats: .jpg, .png, .pdf

Phone number verification: After uploading, Meta will ask whether your document includes your business phone number. If it does not, you will need to upload an additional document that includes your phone number (e.g. a utility bill).

Step 9: Confirm Your Phone Number

Once your documents are uploaded, Meta will send a confirmation code to your registered business number.

1. Click 'Send text' to receive the code.
2. Enter the confirmation code when prompted.
3. Click 'Next' to submit your application.

• The confirmation code is valid for 60 minutes. If you do not receive a code, click 'Resend code' or use the 'Troubleshoot phone issues' link on the screen.

Step 10: Submit & Track Your Application

Once confirmed, your application will be submitted. Meta will display a confirmation screen indicating that your information has been received.

Review timeline: Meta can take between 2 and 14 days to review your submission. You will be notified once the review is complete.

To check on your application status:

1. Log in to https://business.facebook.com/
2. Navigate to Settings → Security Centre.
3. Under Business verification, you will see the current status of your application (e.g. 'In review').

Troubleshooting & FAQ's

The 'Start Verification' button is greyed out or inactive - this usually means one of the following:

• Your Facebook Page was recently created or has no activity.
• You have no fewer than two administrators on the account.
• Two-factor authentication has not been enabled.
• To assist with initiating the button, create a Facebook App and connect this to your Business Manager (this does not need to be functional)
• Ensure all prerequisites in this guide are met, then refresh the page. If it is still not available, proceed with Embedded Sign Up to initiate the verification.

My business details don't match the documents:

• All information entered during verification must exactly match your official documents. Before starting, double-check your Legal Business Name, address, and phone number against the documents you plan to upload. Your verification will not pass Metas checks unless all information matches the official documents exactly.

My document was rejected:

• Documents may be rejected if:
• The legal business name on the document does not match what was entered.
• The document has expired.
• A self-filed tax document was submitted (these are not accepted).
• The file format was not .jpg, .png, or .pdf.

I need help with the verification process:

• If you have granted Cue Full Access to your Meta Business Portfolio, our team can assist you with the verification process. Please reach out to your Cue account manager for support.

To send emails from your custom domain through Cue, your domain needs to be verified. This involves adding three CNAME records to your domain's DNS settings. These records authenticate your emails (SPF and DKIM) so they appear as verified and come directly from your company address.

If you're not sure how to do this yourself, you can forward the email provided in the Cue setup wizard to your IT administrator.

What You'll Need to Add

Cue will provide you with three CNAME records during setup:

Find Your Domain Registrar

Select your domain registrar below for instructions on how to add CNAME records:

Apple/iOS (Safari)

To install the Cue app on your iPhone or iPad:

1. Open Safari and navigate to app.cuedesk.com
2. Tap the Share icon (square with an upward arrow) at the bottom of the screen
3. Scroll down and tap "Add to Home Screen"
4. Enter a name for the app (or keep the default "Cue") and tap "Add"
5. The Cue app icon will now appear on your home screen

Android (Chrome)

To install the Cue app on your Android device:

1. Open Chrome and navigate to app.cuedesk.com
2. Tap the three-dot menu (⋮) in the top-right corner
3. Tap "Install App" or "Add to Home Screen"
4. Tap "Install" to confirm
5. The Cue app icon will now appear on your home screen

macOS (Safari)

To install the Cue app on your Mac using Safari:

1. Open Safari and navigate to app.cuedesk.com
2. Click the Share icon in the Safari toolbar (square with an upward arrow)
3. Click "Add to Dock" from the dropdown menu
4. Click "Add" to confirm
5. The Cue app will now appear in your Dock and can be launched like any other application

Google Chrome

To install the Cue app using Google Chrome:

1. Open Chrome and navigate to app.cuedesk.com
2. Click the three-dot menu (⋮) in the top-right corner
3. Select Cast, save, and share → Install page as app...
  - Alternatively, look for the Install icon in the address bar
4. Click "Install" to confirm
5. The Cue app will be installed and can be launched from your desktop, Start menu, or Applications folder

Microsoft Edge

To install the Cue app using Microsoft Edge:

1. Open Edge and navigate to app.cuedesk.com
2. Look for the App available icon in the address bar, or click the three-dot menu (⋯)
3. Select Apps → Install this site as an app
4. Click "Install" to confirm
5. The Cue app will be installed and appear in your Start menu or Applications folder

What's Next?

Once installed, tap or click the Cue app icon to launch it. You'll be taken to the login screen where you can sign in with your existing Cue account credentials.

Browser Notifications work alongside your existing email and sound notifications, giving you multiple ways to stay informed.

What You Can Do with Browser Notifications

- Receive instant alerts - Get notified immediately when new messages arrive or conversations are assigned to you
- Stay informed while away - Notifications appear even when your browser tab is minimised or in the background
- Navigate directly to conversations - Click a notification to jump straight to the relevant conversation
- Work on mobile - Receive notifications on your phone through your mobile browser
- Customise your experience - Choose which events trigger notifications

How Browser Notifications Work

When Will I Receive Notifications?

Cue only sends browser notifications when you are not actively present in the workspace. If you have Cue open and are actively using it, you won't receive push notifications—you'll see updates directly in the app instead.

When Cue Is in the Background

When you're working in another application or browser tab, notifications appear as system alerts on your device. Click a notification to open Cue and navigate directly to the conversation.

When Cue Is in the Foreground

When you're actively using Cue, you won't receive system notifications for the same events—you'll see them directly in the app instead. This prevents duplicate alerts.

Enabling Browser Notifications

You can enable Browser Notifications from Settings:
1. Select the Settings cog in the bottom-left corner
2. Navigate to the Notifications tab
3. Click Allow Browser Notifications
4. When your browser prompts you, click Allow to grant permission

Once enabled, you'll receive notifications for events you've subscribed to, even when Cue isn't your active browser tab.

If You Previously Denied Permission

If you accidentally clicked "Block" when your browser asked for notification permission, you'll need to update your browser settings manually. Cue will show you instructions specific to your browser:

Chrome:
1. Click the lock icon in the address bar
2. Find "Notifications" and change it to "Allow"
3. Refresh the page

Firefox:
1. Click the lock icon in the address bar
2. Click "Connection secure" > "More Information"
3. Go to "Permissions" and allow Notifications
4. Refresh the page

Safari:
1. Go to Safari > Settings > Websites
2. Click "Notifications" in the sidebar
3. Find app.cuedesk.com and change to "Allow"
4. Refresh the page

Edge:
1. Click the lock icon in the address bar
2. Find "Notifications" and change it to "Allow"
3. Refresh the page

Mobile Browser Notifications

Browser Notifications also work on mobile devices.

Once added to your home screen, Cue will behave more like a native app and deliver notifications reliably to your device.

Managing Your Notifications

Disabling Notifications

To stop receiving browser notifications:

1. Go to Account Settings > Notifications
2. Toggle off Browser Notifications

You can also revoke permission entirely through your browser settings, though this isn't recommended as you'll need to re-grant permission to re-enable them.

Troubleshooting

Notifications not appearing?

- Check that your browser has permission to show notifications
- Ensure Do Not Disturb is turned off on your device (macOS, iOS, Android, or Windows)
- Verify notifications are enabled in your operating system settings
- Make sure you haven't muted notifications for your browser

Notifications work on desktop but not mobile?

- Ensure you've added Cue to your home screen as a Web App (not just a browser bookmark). See our guide on Download the Cue App for step-by-step instructions.
- Check that your mobile browser supports push notifications (Chrome on Android, Safari on iOS 16.4+)
- Verify you haven't blocked notifications for the Cue Web App in your device's app notification settings

Not receiving notifications on your phone when your computer has Cue open?

- This is expected behaviour for the initial release. Cue detects if you're logged in on any device, and if the app is open on your computer, notifications won't be sent to your phone.
- To receive notifications on your phone, close the Cue browser tab on your computer.

Frequently Asked Questions

Do browser notifications work on all browsers?

Browser notifications are supported on most modern browsers including Chrome, Firefox, Safari, and Edge. Some older browsers may not support this feature.

Will I receive notifications when my laptop is closed?

No. Browser notifications require your browser to be running. When your laptop is closed or your browser is quit, notifications won't be delivered until you open the browser again.

Can I receive notifications on multiple devices?

Yes. You can enable browser notifications on as many devices as you like. Each device (desktop, laptop, phone) registers independently with our notification service.

However, notifications are only delivered when you're not actively using Cue on any device-so if the app is open on your computer, you won't receive notifications on your phone until you close the tab.

Why am I not receiving notifications on my phone when my computer has Cue open?

For the initial version of Browser Notifications, the system detects if you're logged into Cue on any device. If you have the app open on your computer, you're marked as "present," which blocks notifications from being sent to your other devices. To receive notifications on your phone while away from your computer, close the Cue browser tab on your computer.

Are browser notifications secure?

Yes. Notifications don't contain sensitive message content—they only include enough information to let you know something needs your attention. Click the notification to view full details in the app.

What's the difference between browser notifications and email notifications?

Browser notifications are instant and appear on your device immediately. Email notifications may have a slight delay and are better for catching up when you've been away. Many users enable both for comprehensive coverage.

Email is included in all plans and counts toward your Monthly Active Contacts (MACs), with no additional channel fees.

What You Can Do with Email

• Set up a branded email address - Configure your company email (e.g., support@yourcompany.com) to work with Cue
• Receive customer emails - Messages arrive in your unified inbox alongside other channels
• View and reply in the unified inbox - Email threads appear like any other conversation
• Connect to AI Agents - Let AI handle routine enquiries automatically
• Build automation flows - Create auto-replies, routing rules, and ticket creation
• Send outbound emails - Start new conversations or follow up with contacts directly from your inbox

Adding the Email Channel

You can add Email to your workspace in just a few clicks:

1. Click the Channels icon in the sidebar
2. Select the Marketplace tab
3. Click Add Channel on the Email card
4. Give your channel a name
5. Set up forwarding from your branded company email address to the unique email address Cue provides

Sending from Your Own Domain

To send outbound emails from your company address (e.g., support@yourcompany.com) rather than a generic Cue address, you'll need to verify your domain by adding DNS records provided during setup. This ensures your emails are delivered reliably and appear professional to recipients.

Attachment and Recipient Limits

When sending emails through Cue, keep these limits in mind:

- Total attachment size: 30 MB cumulative across all attachments per email
- Video file size: 16 MB maximum per video file
- Recipients: Maximum of 50 recipients across the To and CC fields combined

For larger files, we recommend uploading to an external service (such as Google Drive or Dropbox) and sharing the link in your email.

Managing Email in Your Inbox

Email conversations appear in your inbox just like WhatsApp, Web Chat, or Messenger conversations. Your team can:

- Reply to customers directly from the conversation view
- Assign conversations to team members
- Tag conversations for organisation and reporting
- Collaborate with internal notes visible only to your team

Full email threading is supported, so you can see the complete conversation history. Attachments and CC recipients are available within the conversation view.

Connecting Email to AI Agents

Your AI Agent can handle routine email enquiries just like it does on WhatsApp and Web Chat. This helps you:

• Cut through inbox backlogs - AI responds to common questions instantly
• Reduce manual triage - Repetitive work is handled automatically
• Improve response times - Customers get answers without waiting for a human
• Provide 24/7 support - AI Agents work around the clock
• Handle frustrated customers with patience - AI maintains a calm, helpful tone

To connect your AI Agent to email, ensure your Email channel is linked to a flow that includes AI Agent handoff, or configure the channel to route directly to your AI Agent. See our AI Agent setup guide for detailed instructions.

Building Email Automation Flows

When you create an email channel, Cue automatically generates and attaches a default flow with an auto-responder message and ticket creation. You can customise this flow or build new ones using Cue's visual flow builder:

• Auto-replies and acknowledgements - Let customers know their message was received
• Automatic ticket creation - Create tickets in your system when emails arrive
• Conditional routing - Route emails based on subject, sender, or content to the right team using properties, see our Properties in Flows guide for more guidance.
• Integration with external systems - Use HTTP request steps to connect with tools like Mailchimp, Salesforce, Campaign Monitor, or your CRM

See our Flows documentation for detailed guidance on building automation flows.

Sending Outbound Emails

You can send outbound emails directly from Cue:

1. Click the Compose icon in the inbox
2. Select Email as the channel
3. Fill in the recipient, subject, and message
4. Click Send

Use outbound emails to start new conversations with contacts or follow up after resolving an enquiry.

Integrating with Your Tools

Connect your email flows to popular marketing and CRM tools to build powerful automated journeys:

- Mailchimp - Push email content and sync contact lists
- Campaign Monitor - Trigger email campaigns based on conversation events
- Salesforce - Update CRM records and trigger personalised follow-ups
- HubSpot - Sync contacts and track customer interactions

Use HTTP request steps in your flows to send email events to your marketing platform, automatically update contact lists, and keep customer details synchronised between systems. You can also use webhooks for real-time data piping.

Spam Protection

Inbound emails are automatically scored for spam. If the first message in a conversation has a high spam score, it will be quarantined rather than appearing in your inbox.

To review quarantined messages:

1. Use the search filter in your inbox to find quarantined items
2. Click on a quarantined message to see why it was flagged
3. Mark the sender as safe to move the message to your inbox, or mark as unsafe to keep it quarantined

If a message mid-conversation is flagged as spam, the conversation stays in your inbox but is marked for your awareness.

Adding Multiple Email Addresses

You can add as many email channels as you need-one per department, location, or use case. Each channel can be routed to different flows and teams.

For example, you might have:

- support@yourcompany.com – Routed to your customer service team
- sales@yourcompany.com – Routed to your sales team with lead qualification flows
- bookings@yourcompany.com – Routed to automated scheduling flows

Frequently Asked Questions

Can I set it up myself?

Yes, it's fully self-service. Add the Email channel from the Channels section under the Marketplace tab in minutes.

Can I send from my own domain?

Yes. Cue provides a unique receiving address-simply forward your company email to it. To send from your own domain, verify it by adding the DNS records provided during setup.

Does email work with AI Agents?

Absolutely. Connect your AI Agent to handle routine email enquiries, create tickets, and route conversations-just like it does on WhatsApp and Web Chat.

Is email included in my plan?

Yes. Email is included in all plans and counts toward your Monthly Active Contacts (MACs), with no additional channel fees.

Can I send bulk marketing emails?

Bulk email and marketing broadcasts are on our roadmap for 2026. For now, email is focused on customer service conversations and individual outbound messages.

This guide helps resolve "Network error" messages that may occur when uploading files to the Cue platform (e.g., CSV files for WhatsApp broadcasts, documents for AI Agents).

Symptoms

• Error message: "Network error. Please check your network connection or Firewall/VPN settings"
• File uploads fail or time out
• The issue typically occurs on corporate networks or managed devices
• The same action may work on a personal device or home network

Why This Happens

Cue uses modern HTTP/2 connections for improved performance and security. Some corporate security tools, firewalls, or network configurations may not be fully compatible with HTTP/2, causing file uploads to fail.

Quick Checks (For Users)

Before involving your IT team, try these steps:

1. Try a different browser - Test in Chrome, Firefox, or Edge
2. Try incognito/private mode - This disables browser extensions that may interfere
3. Try a different network - If possible, test on mobile data or a different Wi-Fi network
4. Disable browser extensions temporarily - Ad blockers or security extensions can interfere
5. Check your VPN - If connected to a corporate VPN, try disconnecting temporarily

If the upload works on a different network or device, the issue is likely related to your corporate security configuration.

Information for IT/Security Teams

If the user has confirmed the issue is network-related, please share this section with your IT team.

The Issue

Cue's platform uses HTTP/2 over TLS 1.2+ for all connections. Some security configurations may interfere with HTTP/2 connections, particularly:

• SSL/TLS inspection (MITM proxies)
• Web filtering proxies
• Next-generation firewalls with deep packet inspection
• Endpoint protection software

Domains to Allowlist

Please ensure the following domains are permitted through your firewall, proxy, and security tools:

Port: 443 (HTTPS)

Protocol: HTTP/2 over TLS 1.2 or higher

Common Security Tools That May Require Configuration

The following tools have been known to require configuration adjustments for HTTP/2 compatibility:

SSL/TLS Inspection Considerations

If your organisation performs SSL/TLS inspection (decrypting HTTPS traffic for scanning), this can interfere with HTTP/2 connections. Options include:

1. Bypass SSL inspection for Cue domains - Add *.cuedesk.com to your inspection bypass list
2. Ensure your proxy supports HTTP/2 - Some older proxy configurations downgrade connections to HTTP/1.1, which may cause issues with file uploads

Firewall Rules

Ensure outbound connections are permitted:

Source: User devices
Destination: *.cuedesk.com
Port: 443
Protocol: TCP (HTTPS/HTTP/2)
Action: Allow

Browser and System Requirements

• TLS Version: 1.2 or higher (TLS 1.3 recommended)
• HTTP/2 Support: Enabled (default in modern browsers)
• Supported Browsers: Chrome, Firefox, Edge, Safari (latest versions)

Workarounds

While your IT team investigates, these temporary solutions may help:

1. Use a non-corporate device - If permitted by your organisation's policies
2. Use mobile data - Temporarily disconnect from corporate Wi-Fi
3. Request a temporary VPN bypass - Ask IT for a temporary exception

Still Having Issues?

If you've tried the above steps and are still experiencing problems:

1. Note the exact time the error occurred
2. Take a screenshot of the error message
3. Note which browser and version you're using
4. Contact Cue support with these details

Your IT team can also contact Cue support for technical assistance with firewall and proxy configuration.

Technical Background

Why HTTP/2?

HTTP/2 provides significant performance improvements for web applications:

• Multiplexing - Multiple requests over a single connection
• Header compression - Reduced overhead
• Binary protocol - More efficient than HTTP/1.1 text-based protocol

These improvements are particularly beneficial for file uploads and real-time messaging applications like Cue.

Why Some Security Tools Interfere

Many security tools were designed for HTTP/1.1 and may:

• Downgrade connections to HTTP/1.1 during inspection
• Not properly handle HTTP/2 multiplexed streams
• Introduce latency that causes upload timeouts
• Strip or modify headers required for HTTP/2

Modern security tools generally support HTTP/2, but may require explicit configuration to handle it correctly.

Auto-Assign automatically distributes new or unassigned tickets using Round-robin or Least-busy rules. It helps teams keep inboxes up-to-date, balance workloads, and speed up response times, without needing to manually assign every conversation.

You can use Auto-Assign in two ways:

• Auto-Assign from Flows: automatically assign tickets the moment they’re created.
• Auto-Assign from the inbox: bulk-assign unassigned tickets easily.

Understanding Auto-Assign options:

Auto-assign uses your workspace’s user availability and assignment settings to allocate tickets fairly and efficiently. You can choose between two allocation methods:

Round-Robin
Assigns tickets evenly across eligible users in a repeating sequence.

• Distributes tickets one by one, cycling through the users' list
• You can limit the assignment to a specific team (for example: finance or customer service)
• You can limit the assignment to a specific role (for example: workspace owner or agent)
• You can choose to only assign to users who are online
  

Least-Busy
Assigns tickets to the eligible users with the fewest tickets.

• Finds the user with the lowest workload at that moment(based on ticket count)
• If two users are tied, round-robin is used between the two
• Allocation can be limited to a specific team (for example: finance or customer service)
• Allocation can be limited to a specific role (for example: workspace owner or agent)
• You can choose to only assign to users who are online

Auto-Assign behaviour during offline hours

Auto-assign respects your team’s availability:

• Evenings, weekends, public holidays:
  If no users are online, tickets are not auto-assigned.
• Tickets created during offline periods remain unassigned, so your team can pick them up later using manual assignment or the inbox auto-assign option.

Auto-Assign from Flows

Use Auto-Assign in ticket-creation flows when you want every new ticket to be assigned automatically.
When adding a create ticket step inside a flow, you can choose:

None
Creates tickets without auto-assignment. Tickets appear in the inbox as unassigned.

Round-robin allocation
Automatically assigns newly created tickets using sequential distribution.

Least-busy allocation
Automatically assigns tickets to the available users with the least number of tickets.

In both assignment options, you can:

• Select a specific team to assign to
• Select which user roles are eligible for assignment (for example: agent or outbound agent etc)

Auto-assign from the Inbox

Ideal for clearing ticket backlogs after weekends, evenings, or public holidays. In your inbox, you’ll see the auto-assign icon, next to the filter icon.

You are then able to choose between which assignment method you would like to choose:

This lets you bulk-assign all unassigned tickets using the method you prefer.

This is specifically useful when:

• Your team comes online after an offline period
• A burst of tickets was created while no users were available
• You want to quickly distribute tickets without manually assigning tickets one by one

Once Auto-Assign is selected, you’ll:

• See the number of users currently online
• Select your chosen allocation rule (Round-robin or Least-busy)

Tickets will be distributed instantly, and you’ll see a confirmation message once it’s complete.

Billing and upgrades

Auto-Assign is available on Pro+ plans and above.

If your workspace is on a lower plan, you’ll see an upgrade message when wanting to use this feature, and you can upgrade to gain access.

Understanding contact fields
Every contact includes a set of standard fields by default, which are core details that help you identify and manage customers.

Standard field types
First name, last name, phone, email and external ID.

Custom field types
Custom fields allow you to store extra details about your contacts that aren’t included in the standard fields. You can choose the type of custom field depending on the kind of information you want to capture:

• text - add words, for fields like ‘job title’
• number - use whole numbers, decimals, or percentages
• select - choose one option from a dropdown, e.g. ‘bronze / silver / gold’
• multi-select - choose several options, e.g. ‘Interests: travel, fitness, music’
• checkbox - yes/no or true/false values
• date - including date and time, date only, time only, and relative time formats, for example ‘next service date’, ‘booking time’, or ‘days since last purchase’
• user - link the contact to a specific workspace preferred agent

Permissions and guardrails
When creating a custom field, select ‘show additional settings’ to access more options. Here you can choose whether the field should be editable and whether it should be marked as sensitive.

Editable fields can be updated manually, while view-only fields can only be updated through imports or automated flows, depending on your workspace owner’s configuration. Sensitive fields will not appear in the Cue inbox.

Importing contacts
To import contacts, go to Contacts → Import. First, decide where to import your contacts: to a new contact list, an existing one, or to all contacts.

Next, choose what to match contacts on, such as phone number, email address, or external contact ID.

Then, set how you want the import to behave: create and update existing contacts, create only, or update only.

After that, upload your CSV file and map the columns to the correct fields, including any custom fields you’ve set up.

Once you start the import, any validation errors will be flagged. Partial failures mean the contact is imported, but invalid fields are skipped. Full failures stop the contact from being imported because the invalid field is used as the match field - for example, an invalid phone number when matching on phone. You can download a failure file for more details.

Create contact lists
Lists make segmenting your customer data simple.

• Create from import: create a contact list when importing a group of contacts.
• Add people individually: tick checkboxes in the table and choose 'add to list', or add from the contact profile.

Contact list membership can be managed directly from the contact.

Sort, search, and filter
By default, your contact list is sorted by 'last interaction'. You can click any column header to sort by that field, or use the search bar and filters to refine your view.

Send broadcasts to contact lists
To send a broadcast, go to 'Broadcasts', choose your pre-approved WhatsApp template, and select a contact list as your audience. Once sent, all replies will appear in your Cue inbox, allowing you to manage responses directly within the platform.

This guide will cover how to send real-time notifications to your Teams channels directly from a flow in Cue.

Overview

In this guide you will find the following sections:

• Requirements for Integration
• Create a Teams Workflow
• Create a Cue Flow to trigger the Teams Workflow
• Test your Teams notification

Requirements for Integration

You'll need the following in order to set up this integration:

• a Teams account with permission to edit Teams channel
• access to Flows in your Cue workspace (e.g. the Admin role)

Create a Teams Workflow

First, you'll need to create a new workflow in Teams that:

1. is triggered by a webhook
2. will post a message to a Teams channel

You can read the official Teams guide for setting up webhooks here.

1. Click on the channel More options and select Workflows
2. Search for webhooks and select Send webhook alerts to channel
3. Give it a name like Cue Notifications and click Next
4. Ensure you have selected the correct Team and Channel and click next
5. You will be given a webhook URL to use in the notifications.

Once you've created the Teams workflow you can grab the Web request URL that can be called to trigger the workflow, for example:

https://company.webhook.office.com/webhookb2/48634fa1-b59d-495e-95c6-b562ada06720@111bfc7f-a925-48b6-9802-4c6754c35b6f/IncomingWebhook/61b4196ffde246b887b87d72024f19c3/8320d57d-1b20-8954-9d18-111105d1ae8b/V2i3VxYnQ8R1Zi_s1F83xT5NHztVwynbhInTStnAXXft41

You can then make an HTTP request from a Cue flow with data to trigger this Teams workflow.

Create a Cue Flow to trigger the Teams Workflow

Next, we'll setup a simple Cue chatbot flow where someone on WhatsApp can "Request a call" and a notification gets pushed through to Teams as a channel message.

1. Request a callback step
2. HTTP Request step
3. Thank you message step

Add an HTTP step to call the Teams workflow

When adding your HTTP Step to the flow paste in the new Web request URL you copied from your Teams workflow and set the JSON body of the request to match the variables you set up in the Teams workflow. These requests to Teams don't require authentication.

Make sure the JSON body you are creating in this request step matches the same shape that your Teams Workflow expects. In this case, your JSON body should include a text property with the respective message.

When typing in the JSON body field you can type { to open the autocomplete for dynamic properties that can be included during the conversation. In this case profile is the user's WhatsApp profile name (what you see when you receive a push notification from them) and the contactIdentifier which is the phone number for the person interacting on this WhatsApp channel.

Test your Teams notification

Once you have set up and published your flow you can message your channel to interact with that chatbot flow and see that your Teams notification works.

Need Help?
Need a hand setting it up? Reach out to us at support@cuedesk.com and we can help you get set up.

This guide will cover how to integrate data from your Zendesk account into flows in Cue.

Overview

1. Requirements for Integration
2. Authenticating Zendesk API requests
3. Make API requests to Zendesk from a Cue Flow
4. Find Zendesk tickets
5. Create a Zendesk ticket
6. Update or close a Zendesk ticket

Requirements for Integration

To set up this integration, you will need:

1. Zendesk API Token: An API token and the email address of an active agent or administrator associated with your Zendesk account.
2. Zendesk Subdomain: Your Zendesk domain (e.g. yourcompany.zendesk.com).
3. Cue Workspace Access: Access to "Flows" within your Cue workspace (e.g. an Admin role).

Authenticating Zendesk API requests

Once you have your Zendesk API token you can store it as an encrypted secret within with your flow and then use it when making HTTP Requests in your flow.

Add the Zendesk API token to your flow

1. Open your flow
2. Click the  ⋮ icon in the top right corner of your screen and select Secrets
3. Click Add secret
4. In the Key field give your secret a name (e.g. TOKEN)
5. In the corresponding 'Value' field paste in your Zendesk API token
6. Click Save

This saves your Zendesk API token in an encrypted format and now allows you to use it in HTTP requests by typing {{secrets.TOKEN}} (or whatever you've named your key). When the HTTP step is executed, the above placeholder will be replaced with the actual API token you saved as a secret.

Use the Zendesk API token secret in an HTTP Request

To use your Zendesk API token secret in an HTTP Request you can do the following:

1. Create an HTTP Request step in your flow and click on it to open the step settings panel.
2. Expand the Authorization section and select Basic Auth from the drop-down.
3. In the Username field put the email address you are using followed by /token for example youremail@domain.com/token
4. In the Password field put {{secrets.TOKEN}}
5. Set the remaining details for your HTTP request such as method, url, body etc and save the changes.

Now your HTTP step will use your Zendesk API token to make authenticated requests to your Zendesk account using the Basic Authentication process.

Make API requests to Zendesk from a Cue flow

Once you've got your Zendesk API key saved as a secret in your flow you can use it to make API requests to Zendesk API endpoints. Let's take a look at a few examples of what you can do with the Zendesk API now.

Find Zendesk tickets

Get a single ticket

To retrieve the details of an existing Zendesk ticket, you'll use the GET method with the ticket's ID.
HTTP Method: GET
Request URL: https://{your_subdomain}.zendesk.com/api/v2/tickets/{ticket_id}.json
Replace {ticket_id} with the actual ID of the ticket you want to retrieve.

Get a list of tickets

If you want to list all tickets you can make a GET request to the following URL:
https://{your_subdomain}.zendesk.com/api/v2/tickets.json

See Zendesk's List Tickets API docs for more detail.

Create a Zendesk ticket

To create tickets we make POST requests to the following endpoint:
https://{your_subdomain}.zendesk.com/api/v2/tickets.json

Below is a sample of the required JSON

{
  "ticket": {
    "subject": "Test ticket from Cue",
    "comment": { "body": "This is a test ticket created via Cue" },
    "priority": "normal"
  }
}

and here is an example of how you would set up a request like this in your Cue flow:

If your request is successful you can extract the ticket_id from the response to your request.

Update or close a Zendesk ticket

To update or close a ticket in Zendesk, send a PUT request to:
https://{your_subdomain}.zendesk.com/api/v2/tickets/{ticket_id}.json

Refer to the Zendesk Update Ticket API docs for details on which fields you can modify. For example, you can set the status field to solved  if the issue has been resolved and closed if the ticket is finalized and cannot be reopened.

You can also update the ticket’s priority, assignee, or add internal notes depending on your needs.

Save a Cue conversation transcript to a Zendesk ticket comment

If you want to save a Cue conversation transcript to a Zendesk ticket you can add a comment to a ticket by making a PUT request to the following endpoint:

https://{your_subdomain}.zendesk.com/api/v2/tickets/{ticket_id}.json

You can use the conversation.plainText property in flows to produce an entire transcript of the conversation that can be passed into the body property of the comment request body.

This guide will cover how to integrate your Cue workspace with Mailchimp.

Overview

1. Requirements for Integration
2. Create a Cue Flow to connect to Mailchimp
3. Get Your Audience ID
4. Add Members to List

Requirements for Integration

To set up this integration, you will need:

1. Mailchimp Account: You must have an active Mailchimp account.
2. API Key: This is your unique key that authenticates your requests to the Mailchimp API. To get this you can log in to Mailchimp, go to Profile > Extras > API keys.
3. Data Center (DC): Your API key includes your data center (e.g., us6, eu1). This determines the base URL for your API calls. For example, if your API key ends in -us6, your base URL will be https://us6.api.mailchimp.com/3.0/.
4. Access to Flows in your Cue workspace (typically granted with an Admin role).

You can refer to the Mailchimp Developer Documentation and API Authentication pages for more info.

Create a Cue Flow to connect to Mailchimp

Once you have the Mailchimp account setup and API credentials, you now need to set up a flow in Cue that will connect to Mailchimp.

Get your MailChimp Audience ID

You'll need your MailChimp Audience ID to tell the API which audiece (list) you want to add a subscriber to.

To get your MailChimp Audience ID you can:

1. Log in to your MailChimp account.
2. In the left-hand menu navigate to Audience > All contacts.
3. If you have multiple audiences, select the correct one from the "Current audience dropdown.
4. Navigate to Settings > Audience name and defaults.
5. You will find the Audience ID listed on this page.

Refer to the Create Your First Audience guide on MailChimp for more info.

Add Members to an Audience

Once you have your Audience ID you can now use this as the list ID when making a POST request from your Cue flow to the MailChimp API.

• Use Audience ID  - as the list_id in the URL
• Authentication - Use Basic Authentication with the API. Username can be any string and the password is your API key.
• Body - Below is an example of a typical JSON request body:

{
  "email_address": "sam.holmes@example.com",
  "status": "pending",
  "merge_fields": {
    "FNAME": "Sam",
    "LNAME": "Holmes"
  },
  "tags": ["Website signup"]
}

Refer to MailChimp's adding a contact to an audience guide for more info on the above.

Example HTTP Request step in Cue

Below is an example of how this can be using Cue flow builder:

You can also update, delete and unsubscribe members from audiences.

Requirements for set-up

You'll need the following:

• a WhatsApp flow set up on your Cue workspace
• a Facebook page with posts or ads with a click-through button to your WhatsApp number connected to your Cue workspace
• A system that can ingest the data posted to an endpoint, which will allow you to build a report (E.g. CRM system, BI tool, custom-built platform)

Getting Ad Referral Data in Cue Webhooks

If you've set up webhooks to send inbound messages from your Cue workspace to your own service, then ad referral data gets included in the first inbound message payload when a conversation is started from a Facebook ad. The webhook payload will include an extra referral property with all the associated referral data.

Getting Ad Referral Data from Cue Flows

If you want to send ad referral data at some point in your flow you can add an HTTP Request step and in the field where you specify the body of the request press { to bring up the property autocomplete menu which will allow you to insert the ad referral data properties into your request payload.

Here is an example of how this could be done:

Use cases for attribution

Attributing Facebook Ads and posts with a Click-to WhatsApp is crucial because it helps measure, optimise, and justify your marketing efforts:

Track ROI - Attribution shows which ads or posts are actually driving conversations on WhatsApp. If someone clicks an ad and starts a WhatsApp chat, you can connect that cost to a potential lead or sale.

Understand Customer Journey - Click-through attribution tells you how people move from Facebook to WhatsApp. Helps identify: Which creatives or CTAs drive action, where drop-offs happen, and whether WhatsApp is the preferred channel for conversions or support.

Report on Performance - Marketing teams can track which efforts are generating leads or sales. If you’re using WhatsApp as a lead-gen or support tool, tracking clicks and conversations helps prove its value.

Enable Automation & CRM Integration - With proper attribution, you can feed WhatsApp interactions back into your CRM or analytics tools. This allows for lead scoring, follow-up automations, and attribution to closed sales.

This guide will cover how to push data from Cue to n8n. From there you can pipe that data through n8n's ecosystem into other applications.

Overview

1. Requirements for integration
2. Create a new n8n workflow
3. Send data to n8n from Cue flows
4. Send data to n8n from Cue webhooks
5. Test the integration

Requirements for integration

• A Cue account with access to manage flows and or webhooks.
• An n8n account (either on n8n.cloud or self-hosted) with the ability to create and manage workflows.

Create a new n8n workflow

In n8n, you want to create a new workflow that receives a payload of JSON data from Cue. You can then use n8n to transform and forward that data onto other applications.

Start by creating a new workflow in n8n.

Click on the `+` to add your first node and choose the Webhook node.

This will automatically create a webhook URL for you. You can find it in the Webhook URLs section of the node's properties.

Copy the Test URL for now. You'll need it in a moment.

Click Listen for Test Event. n8n is now waiting to receive a test request.

Send data to n8n from Cue flows

Now that you've set up your n8n workflow to receive incoming requests, let's set up a flow in Cue to make an HTTP request to it with some conversation data.

1. Open your flow in the Cue Flow Builder.
2. Click + to add a new step in the required location of your flow and choose HTTP request.
3. Paste your n8n Test URL into the URL field.
4. Set the method as POST.
5. Add any required headers (e.g. auth if required).
6. Set the body (a.k.a payload) of the request in the HTTP step. You can use properties from your flow to insert data at send time. Here's an example of a JSON body that inserts responses from users for steps saved as fullName, emailAddress and message. contactIdentifier is the property used to insert the phone number of the user when they are engaging on WhatsApp.

{
    "name": "{{session.fullName}}",
    "email": "{{session.emailAddress}}",
    "message": "{{session.message}}",
    "phone": "{{session.contactIdentifier}}"
}

7. Save and publish your flow.

Send data to n8n from Cue webhooks

You can also send data from Cue to n8n when any of the following events happen in Cue:

• New inbound message
• New outbound message
• Message status update
• Ticket created
• Ticket updated
• Ticket closed

See our webhooks documentation for examples of what these webhook payloads look like.

To create a webhook in Cue:

1. Go to Settings > Webhooks > Create Webhook
2. Give your webhook a descriptive name
3. Select the event you want to trigger the webhook
4. Select the channel you want to watch for events on (WhatsApp, web chat etc.)
5. Paste your n8n webhook URL in the URL field.

Test the Integration

1. Start messaging your flow until you reach the HTTP request step or a webhook is triggered.
2. This should trigger the request to be sent to n8n.
3. In n8n, you should see the test data has been received by the webhook node.

And that's it! Once you've confirmed that data is coming through to your workflow, you can continue building your integration into other applications from n8n. When you're ready to make your workflow live, remember to activate it in n8n and use the Production URL for your webhooks.