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 feature)

• 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.

How to configure in the Hub

1. Access the Hub;

2. Go to Settings;

   

3. Click on the Problem Resolution 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 after each new message (optional): enabling this feature allows ClaudIA to automatically evaluate each user message and potentially close the ticket when it detects the problem is resolved without waiting for the timer. Important: This setting will also use the Question configured above as the basis for validation.

   

⚠️ Interaction with Eddie flows

Here are new features (with feature flag):

1. Send follow-up but keep user in Eddie

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

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

2. Do not send follow-up in Eddie

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

   • This allows Eddie 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.