Home Conversation Closure: Handover (N2) and Retain (N1)
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Conversation Closure: Handover (N2) and Retain (N1)

Descriptions of our handover functionality and ticket closure
Fabrício Rissetto
By Daniel Conde Feitosa and 5 others
• 12 articles

How to set up out-of-hours message for N2 (human team unavailable)

⏱️ Human Support Hours The system uses scheduling rules to automatically toggle the availability of human support. This configuration is made directly in the Hub interface by selecting days of the week and time slots. The setup is divided into two sections: Standard Support Hours and Special Dates and Holidays. 📅 Standard Support Hours Define recurring rules by day of the week for human support. When adding a rule, you choose: - Apply on: with predefined options — Monday to Friday, Saturday, Every day, or Custom (where you select days individually) - Availability: Active Support or No Human Support - Time: set start and end times, or mark Whole day You can add multiple rules. For example: one rule for Monday to Friday from 9 AM to 6 PM, and another for Saturday from 9 AM to 12 PM. 🎄 Special Dates and Holidays Register exceptions to the standard schedule — such as holidays, events, or any atypical days. For each special date, you define: - Name (optional): to identify the date (e.g.: "Carnival 2026") - Date: the specific day - Availability: Active Support or No Human Support - Time: set a specific period or mark Whole day It’s possible to register multiple special dates at once. Special dates always take priority over normal hours. Example — Carnival 2026: - 02/16/2026 — No Human Support — Whole day - 02/17/2026 — No Human Support — Whole day - 02/18/2026 — No Human Support — from 9 AM to 2 PM 🔁 How availability impacts support Scheduling configuration influences three distinct behaviors of Claudia: 1. Forward to a human agent (N2) without showing an out-of-hours message 2. Send an out-of-hours message and transfer the ticket, informing that support will resume at the next available time 3. Send an out-of-hours message and resolve in N1, avoiding unnecessary queues 1. Out-of-hours without transfer message Forwards to N2 without notifying the customer about being out of support. 2. Out-of-hours with transfer Notifies the customer that they are in the queue and will be attended to at the next available time. Example message: "I’ve received your message 😊 Our team will respond as soon as they are online. Our support hours are Monday to Friday, from 9 AM to 6 PM." 3. Out-of-hours with N1 closure Ends the support interaction without creating a queue, asking for a callback during business hours. Example message: "I see that your request requires a specialist, but we are offline. Please return during business hours: Monday to Friday, 9 AM to 6 PM (excluding holidays)." 🧠 Best practices - Always include unavailable days and next support hours in the out-of-hours message - Align message type with configured behavior: - Transfer → clearly state that customer is in a queue - N1 closure → clearly state that they should return - This reduces reopenings and frustration - When configuring extended holidays, register each day as a separate special date — this gives you individual control over each day's schedule

Last updated on Apr 13, 2026

N2 | Escalate Tickets Without Response (Handover by timeout)

When does the overflow occur due to timeout? This behavior occurs when there is some instability or connection error in the integration that prevents a response to the customer within the scheduled time. In these cases, the functionality automatically transfers the ticket to ensure continuous customer service. Some reasons that may cause Claudia to use this functionality include: - Error reaching the Helpdesk API Rate Limit - System errors in Claudia Since this is an automatic action and part of the feature's design, this type of transfer is not available for auditing. How to identify? In the ticket, you will see that it uses the tag: n2_unansweredbyclaudia. Another detail is that you'll notice the customer remains unresponsive for a period (+10 minutes), after which a standard message is sent and the transfer occurs. Suggested response: Hello! How are you? This ticket was automatically transferred due to timeout. This behavior occurs when there is some instability that prevents a response to the customer within the expected timeframe. In these cases, the functionality transfers the ticket to ensure the customer receives assistance. Since this is an automatic and expected action of the feature, it is not available for auditing. Adjusting the transfer message Some customers complain about the default message that is sent. We can help modify it within the hub, under settings. Find "Escalar Tickets Sem Resposta" Message Attention: We will only change the message and no other fields, as the settings are standard for the feature to work correctly. Click save

Last updated on Oct 11, 2025

N2 | Transfer due to lack of content (Low Confidence & Count Limit)

One of the controls we have to identify that ClaudIA is not able to find enough content to respond to the user is the 'low confidence counter'. In the Hub, when ClaudIA does not find content above the stipulated confidence (more on that later), a 'Count limit' indicator appears in yellow below ClaudIA's response, as shown below: After reaching the configured limit, the service is automatically transferred to a human using the message configured in the 'Forward To Human Message' field on the Hub settings screen. The configuration of the limit counters can also be adjusted on the same screen: - 'Limit' is the field that defines the maximum number of low-confidence searches. PS: we recommend at least 3, as not every low-confidence content search necessarily generates a bad response. Sometimes ClaudIA clarifies and that resolves it; sometimes the user's message does not require content to be answered (example: "Good morning!") - 'Low Confidence Threshold' is the minimum expected distance to be considered relevant content (high confidence). Every content search in the Hub presents a score that you can track directly whenever you see the sessions returned by ClaudIA's search, as in the Conversations audit screen: Additional functionality It is possible to configure ClaudIA to ignore the low confidence count on the first response of a ticket, considering that often the user's first interaction is just a greeting. This prevents the counter from being incremented unnecessarily. However, if the first message already contains a question and ClaudIA provides a low-confidence answer, that interaction will not be counted. The other interactions in the ticket follow the normal confidence counting flow. Currently, this configuration is not available in the Hub. To activate it, you need to request a Clouder to set the option ignoreConfidenceCountOnFirstMessage to true.

Last updated on Aug 12, 2025

N1 | Validate problem resolution before closing (Problem Solved Verifier)

How It Works 1. Final question triggered by the timer (default flow) - ClaudIA sends a follow-up message (e.g., "Can I assist you with anything else?"). - The system interprets the user’s response: - Resolved: ticket is automatically closed after a few minutes (asynchronous routine). - Dissatisfaction: ticket is moved to N2. - Other response: the conversation remains open. 🔸 Important: the service runs asynchronously every 5 minutes, so there may be a slight delay in triggering. 2. Verification after each new message (optional feature) - ClaudIA proactively evaluates each new message sent by the customer. - Examples: - "That’s all, thank you" → immediate closure (without waiting for the timer). - "It’s not resolved" → conversation remains open, possibly moving to N2. - Neutral response (“Ok”, “Thanks”) → ClaudIA responds and sends the closing follow-up. How to configure in the Hub 1. Access the Hub; 2. Go to Settings; 3. Click on the Problem Resolution Verifier tab; 4. Check the option to enable or disable the feature; 5. Set the wait time for the question to be sent (“Can I assist you with anything else?”). 🔸 Important: the service that sends this question runs asynchronously every 5 minutes, so the configured time may have up to a 5-minute delay; 6. Customize the message that ClaudIA will send at this moment; 7. Verify if the problem was resolved after each new message (optional): enabling this feature allows ClaudIA to automatically evaluate each user message and potentially close the ticket when it detects the problem is resolved without waiting for the timer. Important: This setting will also use the Question configured above as the basis for validation. ⚠️ Interaction with Eddie flows Here are new features (with feature flag): 1. Send follow-up but keep user in Eddie - When a customer responds to a follow-up during an Eddie flow, the conversation does not return to ClaudIA. - Control remains with Eddie until the flow ends. The user's response after FUP is sent to Eddie. 2. Do not send follow-up in Eddie - If the conversation is ongoing within an Eddie flow, ClaudIA does not send the follow-up question. - This allows Eddie to continue the conversation without interruptions. However, note that the ticket might be closed by the default closing time without sending an FUP. These two behaviors are disabled by default but can be activated on demand — contact support to enable via feature flag.

Last updated on Oct 07, 2025

N2 | Ticket Taking Functionality in the Hub, Removing It from Service (Forced Handover)

https://www.loom.com/share/d68947c57c0c4675b4ff6474b58830c9?sid=955f0f63-8092-4b3d-b0d2-5f5b410b484b The action of taking a ticket allows your team to interrupt the automated service provided by ClaudIA and take manual control of the conversation with the end customer. When should I use this functionality? You can use this functionality to take over a ticket that is being handled by ClaudIA. This is useful in situations such as: - The automated service is not progressing as expected. - You want to make a more precise manual intervention. - Your team wants to escalate the conversation to a more human or specialized handling. The Take All button is disabled. Why? This button is only enabled when there are open conversations in the current filter, i.e., conversations that have Status: Open, still in progress with ClaudIA. If the button is disabled, it is because: - The current filter shows only resolved or closed conversations. - No eligible conversations were found in the selected period. How to view open conversations? 1. Click on Filter. 2. In Resolution, select the Open or All option. 3. Click on Apply filters. What happens when I click Take? When you click Take (individually or in bulk), the following steps are performed: 1. We attempt to automatically transfer the conversation to Level 2 (N2) of service. 2. Even if the transfer is unsuccessful, ClaudIA interrupts the service of that ticket. 3. From that moment on, your team can take over the service manually, redirect, or end the conversation as preferred. Important: In cases where automatic transfer does not occur, you or someone from your team needs to pull it manually for you. This is done in your own Helpdesk. These cases happen when there is some communication failure, so we prioritize ensuring that ClaudIA leaves the service completely, rather than having the chance to transfer to someone and it responds in the middle of the conversation—which we know brings a very bad experience for the end customer. Button to take tickets in bulk: Button to take a ticket individually:

Last updated on Aug 12, 2025

N2 | Frustration Detection Transfer

What is it? ClaudIA can detect when a customer becomes frustrated during a conversation. When this happens, she can automatically transfer the support to a human agent, ensuring the issue is handled more carefully. How it works Every message from the customer is analyzed and assigned a frustration score. This score accumulates until it reaches the configured limit. - 1 point — Mild irritation The customer shows impatience or makes repeated complaints, but without aggression. - 3 points — Frustrated Stronger complaints about the service/product, tense tone, risk of cancellation, mention of billing/refund, or occasional use of mild swear words. - 5 points — Highly frustrated The customer threatens to cancel, writes IN ALL CAPS, asks to speak with a supervisor, uses strong swear words frequently, or threatens legal action. When the total reaches 5 points (or the configured value), ClaudIA transfers the support. She sends a standard message to the customer and logs an internal note explaining the reason for the transfer. How to configure In the Hub, under the Settings tab, you can: - Enable or disable the feature. - Set the maximum allowed score (default is 5 points). - Edit the message sent to the customer when frustration is detected. How to identify in the Hub Whenever this feature is enabled, the reason for the transfer will be recorded with “Reason: Frustration detected”. This appears in both the Hub and the Helpdesk.

Last updated on Sep 03, 2025

How to Set Up Holidays and Special Dates in ClaudIA

Overview On holidays and atypical dates, the behavior of human support (N2) needs to be adjusted. In ClaudIA, this is done directly in the Hub — without manual intervention on the holiday day. Where is the setting Access the Hub → select your project → Settings → scroll to the Human Support Schedule section. The section is divided into two blocks: - Standard Support Hours — recurring rules by day of the week - Special Dates and Holidays — exceptions to the standard schedule Standard Support Schedule Screen in Hub Configuring holidays in Special Dates 1. Scroll to the Special Dates and Holidays block and click Add special date 2. Fill in the fields: | Field | How to fill | | --- | --- | | Name (optional) | Identifies the date, e.g.: Carnival 2026 | | Date | The specific day of the holiday | | Availability | No Human Support for full holiday, or Active Support for reduced hours | | Schedule | Enable All day for full holiday, or set start and end times for reduced hours | 3. Repeat for each day of the holiday (extended holidays = one entry per day) 4. Save the configurations ⚠️ Special dates always take priority over the standard schedule. Even if the weekly rule says "Monday to Friday from 9 AM to 6 PM," if that day is registered as a holiday, the special date prevails. Special Dates and Holidays Screen with Carnival 2026 registered Example — Carnival 2026 | Date | Availability | Schedule | | --- | --- | --- | | 02/16/2026 | No Human Support | All day | | 02/17/2026 | No Human Support | All day | | 02/18/2026 | No Human Support | All day | How ClaudIA behaves outside business hours Beyond the schedule, you can configure what ClaudIA should do when human support is unavailable. This setting is in the Out of Office Support section, just below. Out of Office Support Screen with message and checkbox "Resolve as N1 ticket" There are two possible behaviors: | Behavior | What happens | When to use | | --- | --- | --- | | Overflow (Resolve as N1 ticket disabled) | Sends the out-of-office message and forwards the ticket to the human queue (N2) | When the customer needs to be attended by a human as soon as the team returns | | N1 Closure (Resolve as N1 ticket enabled) | Sends the message and closes the ticket without creating a queue | When you want to avoid accumulated queues during the holiday | 💡 Best practices: Always mention the return date in the out-of-office message. Example: "We are on break today. Our support resumes Monday at 9 AM." This reduces reopenings and customer frustrations awaiting replies. Frequently Asked Questions Does ClaudIA stop responding on holidays? No. The configuration affects only human support (N2). ClaudIA continues to operate normally in N1 during holidays unless you manually turn it off in Settings → General. Can I register multiple holidays at once? Yes. Add as many dates as you want. Each day requires a separate entry — giving you individual control over each day's schedule. Can I edit or delete a special date after saving? Yes. Revisit the Special Dates and Holidays block, edit or delete the entry. The changes take effect immediately for new conversations. What if the holiday has already passed and the date is still registered? No problem — past dates are automatically ignored by the system.

Last updated on Apr 02, 2026