Feature Context
In many chat support scenarios, it's common to set limits on the number of messages exchanged between a user and an agent. This limitation can be useful for various reasons, such as preventing another bot from engaging with Claudia and causing the conversation to loop indefinitely, or even handing over to a human to check the reasons why a conversation is extending too long (for security reasons or another reason).
The default limit for this configuration across all projects is 30, and it can be changed if necessary upon request to our team.
Whenever the number of messages exceeds the value configured in this field, the system returns the internal note:
"Handover by message limit exceeded"
This message indicates that the defined limit has been reached, and therefore, the conversation will be transferred.
Message Counting Logic
Whenever the user or the agent sends a message, the counter increments.
The total sum of messages (user + agent) is compared with the defined value. When this sum exceeds the value, the handover action is triggered.
Behavior when the limit is exceeded
Upon exceeding the configured limit, Claudia forwards to a human agent.
