When to use
- Configure greetings (first interaction and default).
- Define how ClaudIA closes conversations automatically (resolution).
- Enable and adjust Controlled Flows (Eddie) at the start of the conversation.
How it works
The Lifecycle section covers the start, the closing, and the guided flows of the conversation. There are three blocks.
Greetings
- Initial greeting — instruction used in the first interaction, replacing the
{GREETING}placeholder. - N2 greeting — message sent when an unanswered ticket is escalated.
- Static greeting — when enabled, sends a fixed greeting text.
Automatic Resolution
- Problem resolved checker — has two independent modes (enable one, the other, or both):
- Scheduled — after a period without a reply, ClaudIA asks whether the user still needs help. Define the verification question and the minutes until the question.
- On message (proactive) — ClaudIA tries to detect in real time whether the problem was resolved and closes when appropriate.
- Automatic closing — closes resolved tickets automatically. Define the minutes without a reply and the closing messages with feedback and without feedback.
Controlled Flows
- Start with Controlled Flow — starts conversations through a guided flow. Define the flow ID and whether to add the intent to the N2 tag when escalating.
- Controlled Flow settings — maximum number of repetitions per flow before transferring and the flow's error message.
Notes
:::info The two modes of the Problem resolved checker (Scheduled and On message) are independent and work in parallel — you can turn both on at the same time. They are not mutually exclusive. :::
- Creating and editing the flows themselves is done in the Controlled Flows area (ClaudIA's side menu); here you only choose which flow starts the conversation.