ceven

Superchat

Syncs customer conversations from WhatsApp and Instagram into your CRM, automates contact updates based on chat history, and manages your messaging templates across channels.

Try Superchat in Ceven

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Why use Ceven?

  1. AI native Superchat integration

    • Describe the outcome and Ceven picks the right Superchat calls, fills the parameters, and checks the result.
    • Structured, agent friendly tool schemas so each call runs reliably instead of by guesswork.
    • Rich coverage for reading, writing, and querying your Superchat data, across all 17 of its actions.

  2. Managed auth

    • Built in OAuth with automatic token refresh and rotation.
    • One place to manage, scope, and revoke Superchat access.
    • Per user and per environment credentials instead of shared keys.

  3. Agent optimized design

    • Actions are tuned from real success and error rates so reliability climbs over time.
    • Full execution logs so you always know what ran in Superchat, when, and on whose behalf.
    • The agent pauses and asks when Superchat is unclear instead of plowing ahead.

  4. Enterprise grade security

    • Fine grained access so you control which agents and people can reach Superchat.
    • Least privilege by default, read scopes first and only the writes a workflow needs.
    • A full audit trail of every Superchat action to support review and sign off.

Supported tools

Every action Ceven's agents can run on Superchat, and when to use it.

Create Contact
Use this when you need to register contact details before sending messages to a new customer.
Get Contact
Pull details of a specific contact by their ID to view profile information.
Update Contact
Modify a contact name or custom attributes after retrieving their record.
List Contacts
Pull the full list of contacts for reporting or bulk selection.
List Conversations
Retrieve all conversation IDs and metadata to analyze chat volume.
List Inboxes
Fetch inbox IDs and metadata before routing or sending messages.
List Channels
Pull available messaging channels to verify connectivity.
List Templates
Retrieve available message templates for automated replies.
Create Template Folder
Organize message templates into folders before populating them with content.
List Labels
Fetch available labels to categorize conversations.
List Custom Attributes
Retrieve definitions of custom contact fields configured in the account.
List Users
Pull a directory of all workspace users for assignment workflows.
Get User
Retrieve details of a specific workspace user by their ID.
List Webhooks
Retrieve all webhooks currently configured in the workspace.
Update Webhook
Modify an existing webhook URL, event triggers, or active status.
Delete Webhook
Remove an obsolete or compromised webhook using its ID.
Get File
Tool to retrieve metadata of a specific file. use when you have the file id and need file information before downloading.

17 actions · scroll to see them all

Frequently asked questions

Ceven treats Superchat as the central aggregator for all connected channels. When a message arrives from WhatsApp or Instagram, Superchat generates a unified conversation ID. Ceven monitors these events and uses the contact ID to link the message to a specific user in your external database. This means you can build one workflow that handles a customer regardless of which channel they use. The agent can pull the contact details from Superchat and then decide whether to reply via the same channel or escalate the issue to an email ticket based on the urgency of the request.
Ceven can organize and list templates, but the actual approval of templates for channels like WhatsApp must happen within the Superchat dashboard or via Meta. This is because Meta requires a manual review process for template messages to prevent spam. Ceven can create the folders to keep these templates organized and can trigger the sending of an approved template, but it cannot bypass the mandatory Meta approval window. You should upload your templates in Superchat first, wait for the approved status, and then use Ceven to trigger them in your automation.
Ceven can sync as many attributes as your Superchat plan allows. The agent uses the List Custom Attributes tool to understand the schema of your account before attempting any updates. If you add a new field in Superchat, Ceven will see it during the next sync cycle. One quirk to note is that Superchat API rate limits apply to bulk updates. If you are updating thousands of contacts at once, Ceven implements a backoff strategy to avoid hitting the 429 Too Many Requests error, which ensures your data remains consistent without triggering a temporary API ban.
Ceven can programmatically create, update, and delete webhooks in Superchat. This is useful for teams that rotate their endpoint URLs or change the events they want to track based on the season. For example, during a holiday sale, you might want to track every single incoming message for real time analytics, but during slower periods, you might only want to track specific event types to save on compute. Ceven can toggle these settings via the Update Webhook action without requiring you to enter the Superchat settings menu manually.
Yes, by using the List Users and List Conversations tools, Ceven can identify which agent is available and match a conversation to the right person. You can build a workflow that looks at the custom attributes of a contact, such as their assigned account manager, and then finds the corresponding user ID in Superchat. Once the ID is found, the agent can route the conversation to that specific user. This ensures that high value clients always talk to the same person regardless of the channel they use to initiate the chat.
Ceven does not store your chat transcripts on its own servers for long term retention. It acts as a conduit that pulls the data from Superchat to process it through your workflow. If you need a permanent record of the conversation, you should use Ceven to push the transcript from Superchat into your own data warehouse or CRM. Once the workflow execution is complete and the data is delivered to your destination system, the temporary context used by the agent is cleared to maintain data privacy and security standards.
Ceven uses the Get File tool to retrieve metadata for any attachment sent by a customer. This includes the file ID and type. While the agent cannot always render a binary file, it can pass the file URL or ID to another tool. For example, if a customer sends a photo of a broken product on WhatsApp, Ceven can grab that file metadata from Superchat and upload the image directly into a Jira ticket or a Shopify order note so the warehouse team can see the evidence without leaving their primary tool.
Yes, you can create a cleanup workflow that lists all contacts and checks their last activity date. By comparing this date against your retention policy, Ceven can identify stale contacts. While there is no bulk delete for contacts in the current toolset, the agent can update their attributes to mark them as inactive or move them to a specific archive label. This keeps your active contact list lean and ensures that your messaging costs remain optimized by focusing only on users who have interacted with your brand recently.

Alternatives to Superchat

Other tools that solve a similar problem. Ceven supports these too, so you can switch or run more than one at once.

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