Home Conversation Closure: Handover (N2) and Retain (N1) ClaudIA Settings — Handover

ClaudIA Settings — Handover

Last updated on Sep 02, 2026

When to use

  • Define when ClaudIA hands the conversation over to a human (N2).
  • Configure frustration detection and human availability (business hours).
  • Adjust the escalation of unanswered tickets and the summary sent on handover.

How it works

The Transferência (Handover) section defines the decision to pass to a human and the context sent along with it. These are the blocks below.

N2 handover — Main settings

  • Repeated section limit — how many times the same section can appear in a ticket before escalating to a human.
  • Handover message — message triggered when any handover logic is activated (count limit, forwarding to a human, repeated section limit, or clarifying question limit).

Frustration detection

  • Enabled — turns frustration detection on/off.
  • Frustration limit — maximum frustration points allowed before handing over.
  • Handover message — text sent before handing over due to frustration.

Human availability

  • Humans available — indicates whether there are agents at the moment. It can be changed manually, but the configured business hours are the default reference.
  • Default business hours — schedule rules (e.g., Monday to Friday, from 08:00 to 18:00), with an "all day" option and the option to add more rules.
  • Special dates and holidays — one-off exceptions to the default schedule.
  • Out-of-hours message — sent when the team is off-hours and the feature is active.
  • Resolve as N1 out of hours — outside business hours, closes as N1 instead of handing over to N2.

Automatic handover — Unanswered ticket escalator

  • Escalation message — text sent when escalating the ticket.
  • Tag — tag applied on escalation.

Conversation summary

  • Summary prompt — instruction to generate the internal note sent when handing over to N2, when escalating, or when automatically closing as N1.

Notes

  • The handover message (main block) covers several handover logics at the same time — review it carefully.
  • Human availability combines the manual toggle with the schedule rules: the toggle reflects the present moment; the schedule, the recurring default.