Home Conversation Closure: Handover (N2) and Retain (N1) N1 | Validate problem resolution before closing (Problem Solved Verifier)

N1 | Validate problem resolution before closing (Problem Solved Verifier)

Last updated on Jun 30, 2026

How It Works

1. Final question triggered by the timer (default flow)

  • ClaudIA sends a follow-up message (e.g., "Can I assist you with anything else?").

  • The system interprets the user's response:

    • Resolved: ticket is automatically closed after a few minutes (asynchronous routine).

    • Dissatisfaction: ticket is moved to N2.

    • Other response: the conversation remains open.

🔸 Important: the service runs asynchronously every 5 minutes, so there may be a slight delay in triggering.

2. Verification after each new message (optional)

  • ClaudIA proactively evaluates each new message sent by the customer.

  • Examples:

    • "That's all, thank you" → immediate closure (without waiting for the timer).

    • "It's not resolved" → conversation remains open, possibly moving to N2.

    • Neutral response ("Ok", "Thanks") → ClaudIA responds and sends the closing follow-up.

The two modes are independent — you can enable one, the other, or both at the same time.

How to configure

In ClaudIA → Settings → Lifecycle → Automatic Resolution, in the Problem resolved checker block:

Scheduled — enable Scheduled mode, set the verification Question and the Minutes until the question.

On message (proactive) — enable Real-time mode so ClaudIA detects, on each message, whether the issue is resolved.

Each block saves independently. The scheduled trigger runs asynchronously (up to a ~5-minute delay). The configured Question is also used by the real-time check.

⚠️ Interaction with Controlled Flows

Here are new features (with feature flag):

  1. Send follow-up but keep user in the Controlled Flow

    • When a customer responds to a follow-up during a Controlled Flow, the conversation does not return to ClaudIA.

    • Control remains with the Controlled Flow until the flow ends. The user's response after FUP is sent to the Controlled Flow.

  2. Do not send follow-up in the Controlled Flow

    • If the conversation is ongoing within a Controlled Flow, ClaudIA does not send the follow-up question.

    • This allows the Controlled Flow to continue the conversation without interruptions. However, note that the ticket might be closed by the default closing time without sending an FUP.

These two behaviors are disabled by default but can be activated on demand — contact support to enable via feature flag.