When does the overflow occur due to timeout?
This behavior occurs when there is some instability or connection error in the integration that prevents a response to the customer within the scheduled time. In these cases, the functionality automatically transfers the ticket to ensure continuous customer service.
Some reasons that may cause Claudia to use this functionality include:
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System errors in Claudia
Since this is an automatic action and part of the feature's design, this type of transfer is not available for auditing.
How to identify?
In the ticket, you will see that it uses the tag: n2_unansweredbyclaudia. Another detail is that you'll notice the customer remains unresponsive for a period (+10 minutes), after which a standard message is sent and the transfer occurs.
Suggested response:
Hello! How are you?
This ticket was automatically transferred due to timeout. This behavior occurs when there is some instability that prevents a response to the customer within the expected timeframe. In these cases, the functionality transfers the ticket to ensure the customer receives assistance.
Since this is an automatic and expected action of the feature, it is not available for auditing.
Adjusting the transfer message
Some customers complain about the default message that is sent. We can help modify it within the hub, under settings.
Find "Escalar Tickets Sem Resposta"
Message
Attention: We will only change the message and no other fields, as the settings are standard for the feature to work correctly.
Click save
