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 with each new message (additional option)

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

• Examples:

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

  • "It’s not resolved" → conversation continues open, possibly moving to N2.

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

How to set up in the Hub

1. Access the Hub;

2. Go to Settings;

   

3. Click on the Resolved Issue Verifier tab;

   

4. Check the option to enable or disable the feature;

5. Set the wait time for the question to be sent (“Can I assist you with anything else?”).

   🔸 Important: the service that sends this question runs asynchronously every 5 minutes, so the configured time may have up to a 5-minute delay;

6. Customize the message that ClaudIA will send at this moment;

7. Verify if the problem was resolved on each new message (optional): by activating this feature, ClaudIA automatically evaluates each user message and can close the ticket when it detects that the problem has been resolved. Important: this setting will also use the previously configured "Question" for validation of completion.

   

⚠️ Interaction with Eddie flows

Here are the new features (with feature flag):

1. Send follow-up but keep user in Eddie

   • When the customer responds to a follow-up during an Eddie flow, the conversation does not return to ClaudIA

   • Control remains in Eddie until the flow ends. The user's response post-FUP goes to Eddie.

2. Do not send follow-up in Eddie

   • If the conversation is ongoing in an Eddie flow, ClaudIA does not send the follow-up question.

   • This way, Eddie continues the conversation without interruptions. However, keep in mind that the ticket may be closed per the default auto-close time set for conversations, without sending a follow-up.

These two behaviors are disabled by default but can be activated upon request — contact the support team to enable via feature flag.