It is a setting that defines how many times ClaudIA can repeat the Eddie flow with the customer within the same conversation, before escalating to human support (N2).
Where to find this setting?
In the Hub, within the Settings tab:
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Go to the Eddie category.
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Enable the Eddie Repeat Handover option.
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Fill in the Max Repeat Per Flow field with the desired maximum number of repetitions (e.g., 2).
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Save the changes.
How does it work in practice?
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ClaudIA calls an Eddie flow.
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The customer goes through this flow and returns to ClaudIA.
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If the customer triggers the same flow again, ClaudIA can repeat it, as long as it is within the configured limit.
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Upon exceeding the number defined in Max Repeat Per Flow, ClaudIA does not repeat and escalates the support to N2.
What is this for?
This functionality prevents the customer from being in a loop in the same Eddie flow and ensures a smoother experience by avoiding unnecessary repetitions.