Home Conversation Closure: Handover (N2) and Retain (N1) How to Set Up Multiple Follow-Up Attempts Before Closing

How to Set Up Multiple Follow-Up Attempts Before Closing

Last updated on Oct 19, 2026

When to Use

  • You want ClaudIA to ask more than once if the customer still needs help before ending the conversation.

  • You want a different message for each attempt (for example, the last one warning that the conversation will be closed).

  • You want to define how much time ClaudIA waits between each attempt, and after the last attempt.

Prerequisites

  • Administrator access to the ClaudIA Panel of the project.

  • Scheduled mode of the Resolved Issue Checker active, with the Verification Question filled in.

  • Automatic closing enabled.

:::info The attempt fields are hidden by default. If they don’t appear for you, ask your Cloud Humans contact to enable them in your account.

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About This Article

When the customer stops responding, the Scheduled Mode makes ClaudIA ask if they still need help, and if there's no response, it ends the conversation. By default, it asks once only. The closure follow-up allows configuring several attempts before closing: how many, how often, with what text, and how long to wait after the last.

How it Works

  1. The customer doesn’t respond for Minutes until question: ClaudIA sends the first attempt.

  2. Without a response, at each Minutes between attempts, it sends the next, until reaching the number of Follow-up attempts.

  3. No response after the last one, the conversation is closed after Minutes until closing after the last.

If the customer responds at any point, the counter resets to zero. If they say the issue was resolved, the normal resolution flow continues, without waiting for remaining attempts.

Example

  • Minutes until question: 30

  • Follow-up attempts: 3

  • Minutes between attempts: 60

  • Minutes until closing after last: 60

Moment What happens
30 min no reply 1st attempt
60 min after 1st 2nd attempt
60 min after 2nd 3rd attempt
60 min after 3rd Conversation closed

Total no response time until closing: 30 + 60 + 60 + 60 = 210 minutes. The screen shows this calculation just below the fields.

:::warning The verification runs every 5 minutes. Therefore, each attempt and closing can occur up to 5 minutes after the exact configured time. :::

Step-by-step — Setting Up

In ClaudIA → Settings → Lifecycle → Automatic Resolution, in the Resolved Issue Checker block:

  1. In Follow-up attempts, choose 2 to 5. With 1, the behavior is default (just one question), and other fields are hidden.

  2. In Minutes between attempts, set the wait time between attempts.

  3. In Minutes until closing after last, set the wait time after the last attempt before closing.

  4. In Message for each attempt, write the message for each attempt, in order.

  5. Review the timeline shown on the screen and click Save.

Field Accepted values
Follow-up attempts From 1 to 5
Minutes between attempts Multiple of 5
Minutes until closing after last Multiple of 5
Message for each attempt No message can be left empty

Attempt Messages

  • If fewer messages are provided than attempts, the last message is repeated for remaining attempts.

  • If no message is registered, all attempts use the Verification Question.

  • A common sequence: start with a simple question ("Do you have any questions?") and in the last, warn that the conversation will be closed.

The total must fit within the closing time

The Minutes without reply in Automatic Closing is the maximum amount of time a conversation stays open without customer response. All attempts must happen within this period:

Minutes until question + (Attempts − 1) × Minutes between attempts + Minutes until closing after last ≤ Minutes without reply

For example, in a setup with 210 Minutes without reply and 30 Minutes until question, the remaining 180 minutes are to be divided among intervals and closing. The example above (60 + 60 + 60) uses exactly these 180.

If the total exceeds this, the screen won’t save and will show:

The total of the ruler (X min) exceeds the project’s resolution time (Y min). Lower attempts or minutes, or increase the resolution time.

Frequently Asked Questions

How does it work with Real-time Mode enabled?

With Real-time Mode, ClaudIA can ask in the conversation if the issue was resolved when it detects it might be. This question counts as the 1st attempt, and scheduled attempts start from the 2nd message in the list. If ClaudIA doesn’t make this question, the 1st attempt proceeds normally after Minutes until question, using the 1st message.

I use Cloud Chat with automatic resolution. Do I need to adjust anything?

Yes. Configure the automatic resolution in your Cloud Chat account with a greater time than the total follow-up. If shorter, Cloud Chat may close the conversation before the last attempt.

How do I revert to only one question?

Set Follow-up attempts back to 1 and save. The change takes effect at the next verification (up to 5 minutes). The configured messages and times are saved but not used while set to 1. Ongoing conversations in the middle of attempts will not receive new questions and will close after the normal timeout.

Notes