When to use this
- A conversation that should have gone to the human queue showed up as resolved
- This happened with conversations that came in outside business hours
- You want to understand who closed it: ClaudIA or a person
What happens outside business hours
When ClaudIA needs to transfer a conversation and nobody is within business hours, there are two possible behaviors — and which one applies depends on a setting in your project.
| Setting | What happens |
|---|---|
| Resolve in N1 outside business hours — off | The conversation is transferred normally and stays in the queue, waiting for the team at the next business hour |
| Resolve in N1 outside business hours — on | Instead of transferring, ClaudIA closes the conversation in N1, with the out-of-hours message |
If your conversations outside business hours are showing up as resolved instead of waiting in the queue, this setting is almost certainly on in the project. It is not a transfer failure: it is the configured behavior.
Where to check
In the project's Configurações da ClaudIA (ClaudIA Settings), look for the option to resolve in N1 outside business hours (in the transfer/business hours area). That is where the behavior is chosen.
The human business hours are also defined in the project — they are what determines what counts as "outside business hours".
How to tell who closed it
Open the conversation and look at the timeline:
- If you see Resolvido em N1 (Resolved in N1) with a reason related to being outside business hours, it was ClaudIA that closed it, through the behavior described above.
- If you see a person's name, the conversation was closed manually.
The resolution reason is recorded in the conversation and can also be filtered in search, through the ClaudIA filter group.
Which of the two to choose
- Leave it off if you want the customer to be served by a person at the next business hour — the conversation waits in the queue.
- Leave it on if you prefer to close and tell the customer to come back during business hours, avoiding an overnight backlog in the queue.