Home Conversation Closure: Handover (N2) and Retain (N1) Why ClaudIA transferred to N2 without sending a message (project setting and silent branch in the Controlled Flow)

Why ClaudIA transferred to N2 without sending a message (project setting and silent branch in the Controlled Flow)

Last updated on Sep 23, 2026

When to use

  • A conversation was transferred or closed and the customer received no message, and you want to know whether that was intentional
  • You want to silence only one specific case and need to decide which path to take
  • You came across SILENT_HANDOVER_BY_EDDIE or SILENT_CLOSE_BY_EDDIE in a report and want to understand what it means

How it works

There are two different paths

There are two ways a conversation can end without the customer receiving anything, and they are not the same thing.

The first is a project setting, called Transfer to N2 without message. When it is on, it applies to the whole project.

The second is the Silent option, turned on in a specific branch of a Controlled Flow. It exists to end spam without replying and without generating charges.

Project setting Silent branch in the flow
What it is called Transfer to N2 without message Silent (no message sent)
Scope the whole project the turn in which the branch runs, including messages from earlier groups and flows
Covers closing at N1 no, transfers only yes
Applies when ClaudIA transfers with no flow involved yes no
Who sets it Cloud Humans team you, in the flow
Resolution reason the normal handover reason SILENT_HANDOVER_BY_EDDIE or SILENT_CLOSE_BY_EDDIE

What the project setting suppresses

This is the part that usually catches people by surprise: with it on, the customer stops receiving three different messages, not just the transfer one.

  • The transfer message to human support, when a human is available.
  • The out-of-hours message, in projects that send the ticket to the human queue.
  • The error message shown when a Controlled Flow fails.

In all of those cases the conversation still happens normally and the internal note is still written for the agent. What changes is that nothing reaches the customer.

It is a broad setting, and that is exactly why it is not always the right tool. If you want to silence just one case, it silences them all.

What the silent branch in the flow does

Inside a Controlled Flow, the block that closes or transfers can be marked as silent, and then that conversation ends without sending anything. The rest of the project stays the same.

It is the right path for spam only: email auto-replies, no-reply senders, pranks, messages with no content. For routing by intent, sensitive cases or any conversation with a person waiting for an answer, transfer with a short message.

Silence applies to the whole turn, not just the block: every message the flow built since the customer's last reply is discarded, including those from earlier groups and from flows that called this one through Typebot link. That is why you should never use Silent on a shared subflow.

The step by step is in Silent handover in Controlled Flow.

How to tell which one acted on a ticket

Look at the conversation's resolution reason:

  • if it is SILENT_HANDOVER_BY_EDDIE or SILENT_CLOSE_BY_EDDIE, it was a silent branch of the flow;
  • if it is the normal handover reason and the customer still received nothing, it was the project setting.

The reason also shows up at the end of the ticket's internal note, so you can check it without leaving the helpdesk.

If you see SILENT_HANDOVER_BY_EDDIE or SILENT_CLOSE_BY_EDDIE on a conversation with a real customer who should have received a message, look for a block with Silent on a shared subflow: it also silences the messages of the flow that called it.

Those two silent reasons appear in retention and CSAT reports. They exist precisely so that conversations closed in silence, such as spam and pranks, can be told apart from real ones — including in billing. That is why a real conversation closed in silence also drops out of billing and metrics, as if it were spam.

Notes

The project-level setting is not available for editing in CloudChat or in the ClaudIA Panel. If that is what you need, talk to your customer success team.

To end spam, prefer the silent branch in the Controlled Flow: it is more precise, it stays under your control and it does not affect the rest of the service. For any other case, transfer with a message.

To understand the differences between the actions that end a flow, see Difference between flow endings: End Flow, Answer Ticket, Forward to Human and Close Ticket.