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How to reduce Controlled Flow transfers to increase retention

Last updated on Aug 29, 2026

When to use it

  • You identified in the dashboard that Transfers via Controlled Flow are impacting retention
  • You need a practical roadmap to audit the Controlled Flows that transfer the most
  • You want to tell correct transfers apart from incorrect ones and act on both fronts

Prerequisites

  • Access to ClaudIA's retention dashboard
  • Permission to edit the project's Controlled Flows

About this article

Transfers via Controlled Flow are one of the main reasons ClaudIA transfers to humans. This guide shows you how to act immediately on the flows that generate the most transfers, reducing the volume sent to a human.

How to use it: read everything first, then open the dashboard to put it into practice.

Before you start

The goal of the analysis is not just to say whether the transfer was right or wrong. Each piece of content needs to be evaluated carefully:

  • If incorrect → adjust it immediately to fix triggering failures

  • If correct → identify improvement points even when the transfer was done well

This careful look ensures that any audit results in a real improvement in retention, always focused on reducing unnecessary transfers.

Where to start the analysis

In the dashboard, go to the "Transferidos por Fluxo Controlado (by design)" (Transferred by Controlled Flow — by design) tab. There you will find tables that help you quickly identify the biggest impacts on retention.

1. Identify the Controlled Flows that transfer the most

➡️ Table: "Potencial de Retenção (%) por Fluxo Controlado" (Retention Potential (%) by Controlled Flow) — shows which flows are driving the most transfers.

Focus first on the flows with the highest transfer volume.

Time to act

Practical suggestions

  • Audit tickets from the flows with the highest transfer %

  • Map which flow conditions lead to the transfer

  • Optimize the flow to retain more customers (e.g., a more persuasive message, more options within the flow)

  • Eliminate unnecessary transfers when the case could have been solved by ClaudIA

Notes