Home ClaudIA's New Hub

ClaudIA's New Hub

Guide to ClaudIA's new Settings screen (the Hub) and the details of each section.
Tech
By Tech
• 7 articles

ClaudIA Settings — Handover

When to use - Define when ClaudIA hands the conversation over to a human (N2). - Configure frustration detection and human availability (business hours). - Adjust the escalation of unanswered tickets and the summary sent on handover. How it works Handover section of ClaudIA Settings The Transferência (Handover) section defines the decision to pass to a human and the context sent along with it. These are the blocks below. N2 Handover — Main settings - Repeated section limit — how many times the same section can appear in a ticket before escalating to a human. - Handover message — message triggered when any handover logic is activated (count limit, forwarding to a human, repeated section limit, or clarifying question limit). Frustration detection - Enabled — turns frustration detection on/off. - Frustration limit — maximum frustration points allowed before handing over. - Handover message — text sent before handing over due to frustration. Human availability - Humans available — indicates whether there are agents at the moment. It can be changed manually, but the configured business hours are the default reference. - Default business hours — schedule rules (e.g., Monday to Friday, from 08:00 to 18:00), with an "all day" option and the option to add more rules. - Special dates and holidays — one-off exceptions to the default schedule. - Out-of-hours message — sent when the team is off-hours and the feature is active. - Resolve as N1 out of hours — outside business hours, closes as N1 instead of handing over to N2. Automatic handover — Unanswered ticket escalator - Escalation message — text sent when escalating the ticket. - Tag — tag applied on escalation. Conversation summary - Summary prompt — instruction to generate the internal note sent when handing over to N2, when escalating, or when automatically closing as N1. Notes - The handover message (main block) covers several handover logics at the same time — review it carefully. - Human availability combines the manual toggle with the schedule rules: the toggle reflects the present moment; the schedule, the recurring default.

Last updated on Jul 22, 2026

ClaudIA Settings — Lifecycle

When to use - Configure greetings (first interaction and default). - Define how ClaudIA closes conversations automatically (resolution). - Enable and adjust Controlled Flows (Eddie) at the start of the conversation. How it works Lifecycle section of ClaudIA Settings The Lifecycle section covers the start, the closing, and the guided flows of the conversation. There are three blocks. Greetings - Initial greeting — instruction used in the first interaction, replacing the {GREETING} placeholder. - N2 greeting — message sent when an unanswered ticket is escalated. - Static greeting — when enabled, sends a fixed greeting text. Automatic Resolution - Problem resolved checker — has two independent modes (enable one, the other, or both): - Scheduled — after a period without a reply, ClaudIA asks whether the user still needs help. Define the verification question and the minutes until the question. - On message (proactive) — ClaudIA tries to detect in real time whether the problem was resolved and closes when appropriate. - Automatic closing — closes resolved tickets automatically. Define the minutes without a reply and the closing messages with feedback and without feedback. Controlled Flows - Start with Controlled Flow — starts conversations through a guided flow. Define the flow ID and whether to add the intent to the N2 tag when escalating. - Controlled Flow settings — maximum number of repetitions per flow before transferring and the flow's error message. Notes :::info The two modes of the Problem resolved checker (Scheduled and On message) are independent and work in parallel — you can turn both on at the same time. They are not mutually exclusive. ::: - Creating and editing the flows themselves is done in the Controlled Flows area (ClaudIA's side menu); here you only choose which flow starts the conversation.

Last updated on Jul 22, 2026

ClaudIA Settings — Behavior

When to use - Adjust ClaudIA's personality and tone of voice. - Set up automatic translation of responses. - Control the delivery of long messages (splitting into parts). - Define how ClaudIA classifies intent and asks for clarification. How it works Behavior section of ClaudIA Settings The Behavior section brings together how ClaudIA communicates and processes each message. There are four blocks. Base prompt The base prompt modules describe the persona and the response rules. Each module is an independent text field: - Casual message replies — how to handle "hi", "thanks", "ok" and the like (short, polite replies). - Greeting — whether and how to include a greeting in the reply. - Company and ClaudIA context — the company's purpose and ClaudIA's identity (name, role, tone) to keep a consistent persona. - Style and tone of voice — communication style: formal/informal, sentence structure, allowed emojis, preferred or forbidden terms. - Project-specific rules — rules and constraints that apply to this project only. Automatic translation - Enabled — turns automatic translation of responses on/off. - Supported languages — list of languages available for translation (select 2 to 8). - Default response language — language used when ClaudIA cannot identify the user's language. - Minimum characters for language detection — minimum message length to attempt language detection. Message deliveries — Split large messages - Enabled — splits long responses into smaller messages (does not affect email). - Message size — maximum characters per message when splitting. - Time between message deliveries (seconds) — interval between the parts (maximum of 3 seconds). Classification and intent - Clarification type — who asks the clarifying questions. - Clarification attempts with content — maximum attempts before transferring to N2 when there is valid content. - Clarification attempts without content — maximum attempts before transferring to N2 when there is no valid content. Notes - Each block saves independently — use the Save button of the block you changed. - Numeric fields use the +/− control (stepper); some accept decimal places.

Last updated on Jul 22, 2026

ClaudIA Settings — Tags

When to use - Define how ClaudIA chooses and applies tags to conversations resolved at N1 or escalated to N2. - Ensure that a conversation always receives a tag from the level at which it was resolved (N1 or N2). - Define a default tag for cases where no content section matches the conversation. How it works Tags section of ClaudIA Settings The Tags section controls how the agent filters and applies tags at N1 and N2. It has two blocks: Tag filters and Default tags. Tag filters They control which level ClaudIA can take the tag from, based on where the conversation ended. - Ensure N1 tag when resolving at N1 — when enabled, in conversations resolved at N1 ClaudIA considers only N1-level tags. This way, a conversation that stayed at N1 always receives an N1 tag (never an N2 tag). If no N1 section matches, it applies the Default N1 tag. - Ensure N2 tag when resolving at N2 — same logic for conversations escalated to N2: ClaudIA considers only N2-level tags. If no N2 section matches, it applies the Default N2 tag. :::info With the filters disabled, ClaudIA can choose a tag from any level for the conversation, regardless of where it was resolved. ::: Default tags They define a fallback tag for when the conversation does not match any content section. - Enabled — when turned on, if the conversation did not use any content section, ClaudIA applies the default tag directly, instead of trying to guess the closest section. - Default N1 tag — tag applied when the conversation is resolved at N1 and falls back. - Default N2 tag — tag applied when the conversation is escalated to N2 and falls back. Notes - The tags available in the lists come from the tags configured in the project. - NO_TAG (or leaving the default tag blank) means that no default tag will be applied at that level. - When Enabled is turned on, both default tags (N1 and N2) become mandatory.

Last updated on Jul 22, 2026

ClaudIA Settings — the new Hub (overview)

When to use - You opened ClaudIA → Settings and want to understand the new screen (the "Settings Hub"). - You need to quickly find a specific setting (tone of voice, transfer, closing, tags…). - You want to know what each section controls before changing something that affects service. About this article ClaudIA's Settings have been redesigned: the stacked tabs are gone and a Hub is in — an overview with one card per section that opens a focused editor when you click it. This article explains how to navigate the Hub; each section has its own article in this category with the details of its fields. How it works ClaudIA Settings Hub The Settings screen opens on the Hub, with one card for each of the 6 sections. Each card shows the name, a short description, how many settings are there, and a preview of a few of them. Click the card (or the arrow) to open the focused editor for that section. The 6 sections - General — the project's identity and the knowledge bases ClaudIA consults. - Behavior — personality, tone of voice, response delivery, and intent classification. - Transfer — when and how to hand the conversation over to a human. - Lifecycle — greetings, automatic resolution/closing, and Controlled Flows. - Media — how ClaudIA processes the user's audio and images. - Tags — default tags applied in N1 and N2. Search for any setting Global settings search in the Hub At the top of the Hub there is a global search. Type part of a setting's name (e.g., "transcription", "greeting") and the search lists the results in the Section › Subsection › Field format. When you pick one, ClaudIA opens the right section and highlights the field for a few seconds. Save per block Each settings block has its own Cancel and Save buttons, which only become active when you change something in that block. In other words: you save one change at a time, without touching the rest of the section. History The History button, at the top of the Hub, shows the changes already made to the project's settings. Notes - The Project selector (at the top) defines which project's settings you are viewing/editing. - Each section has its own link — you can share the direct link to a specific section. - The visible settings may vary according to your access level and the project's plan.

Last updated on Jul 22, 2026