When to use
- You want ClaudIA to automatically transfer to a human when the customer is frustrated
- You want to understand the scoring system (1, 3 or 5 points) and the ideal threshold
- You want to identify in the dashboard the tickets transferred due to frustration
Prerequisites
- Administrator access to the project panel
About this article
ClaudIA is able to notice when a customer is getting frustrated during the conversation. When that happens, she can transfer the service to a human automatically, making sure the situation is handled with more care.
How it works
Every customer message is analyzed and receives a frustration score. The score accumulates until it reaches the configured threshold.
:::info The analysis considers only the customer's last message (or the block of consecutive messages) — without the conversation history and without querying the knowledge base. It evaluates only the tone of that excerpt and does not influence the text of ClaudIA's reply: the only effect is the transfer when the total reaches the threshold.
Turns made up only of a number or only of a greeting are ignored by the detector. :::
Points system
| Points | Level | Signal |
|---|---|---|
| 1 | Mild irritation | Impatience, repeated complaints or simply reporting that the problem is still unresolved — even in a calm tone and without complaining (e.g. "it still hasn't been fixed", "it's still like this", "that's not it") |
| 3 | Frustrated | Strong and direct complaints, tense tone, risk of cancellation, mention of charges/refund |
| 5 | Highly frustrated | Threat to cancel, CAPITAL LETTERS, request for a supervisor, strong profanity, legal threat |
When the total reaches the configured threshold, ClaudIA transfers the service, sends a standard message to the customer and records an internal note explaining the reason.
How to configure
In the "Painel da ClaudIA" (ClaudIA Panel) → "Configurações" (Settings), you can:
-
Enable or disable the feature
-
Set the maximum allowed score (default: 8 points)
-
Edit the message sent when frustration is detected
:::warning Suggestion: configure between 6 and 12 points — with 8 being the ideal setting.
Below 6 there is a HIGH risk of harmfully reducing retention — a score of 3 may be assigned to recurring cases (which can even be mapped in content).
:::
How to identify it in the ClaudIA Panel
Whenever this feature is triggered, the reason Reason: Frustration detected is recorded. It appears both in the "Painel da ClaudIA" (ClaudIA Panel) and in the Helpdesk.
How to view it in the dashboard
Under "Razões de transferência para N2" (Reasons for transfer to N2), it appears as Resolved in N2. Reason: Frustration detected.
Notes
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To understand the transfer reasons: How ClaudIA and the audit process work
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For other ways of transferring: How to configure handover by message limit · How to configure transfer detection (Detect Transfer)
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To reduce Customer Asked for a Human: How to reduce Customer Asked for a Human to increase retention