When to Use
-
When the conversation only needed human intervention for a moment (e.g., generating a second copy, granting access, approving an exception) and the rest of the support can be handled by ClaudIA.
-
When the customer sends a simple question after the agent resolved their part.
-
When the operation wants to keep agents for cases that truly require human assistance.
Prerequisites
Return to ClaudIA is activated by the Cloud Humans team, on a per-account basis. If it’s not working for your team, request activation through support.
-
Cloud Chat account with return to ClaudIA enabled.
-
Inbox connected to ClaudIA.
-
Open conversation. Resolved conversations need to be reopened first.
About This Article
This article explains how to return a conversation to ClaudIA after a human agent has taken over. The opposite process, where the agent removes the conversation from ClaudIA, is covered in How to Take Over a Conversation Handled by ClaudIA.
How It Works
What is Return to ClaudIA?
When an agent finishes their part requiring a human, they reassign the conversation to ClaudIA as the responsible agent. ClaudIA then resumes support with knowledge of what the agent wrote to the customer and continues from there.
How to Return a Conversation?
| Where | How |
|---|---|
| In the Conversation | In Assigned Agent, on the right sidebar, select ClaudIA. It appears with the name used in your inbox. |
| In the List of Conversations | Select conversations, click assign agent, and choose ClaudIA. Up to 20 conversations at a time. |
| By Macro | Use a macro with the action to assign to ClaudIA. |
| By Automation | Use a rule with the action to assign to ClaudIA. The rule only returns conversations that have had human support. |
A confirmation message Conversation Responsible Changed appears in the conversation.
What Does ClaudIA Do After Receiving the Conversation?
-
If the last message is from the customer, she responds immediately.
-
If the last message is from the agent, she waits for the customer to reply.
-
She uses what the agent wrote as context, so she avoids repeating what’s already resolved.
-
She continues with the support. If something requiring human intervention appears, she transfers back to the team as always.
Can I Return the Same Conversation Multiple Times?
Yes. The conversation can go to an agent and return to ClaudIA as many times as needed.
Error Messages
In case of any error, the conversation remains with whoever was handling it previously. Nothing is left unfinished.
| Message | What to Do |
|---|---|
| "Resolved conversations cannot be returned to ClaudIA. Please reopen the conversation first." | Reopen the conversation and return it again. |
| "Transfer in progress, please try again in a few seconds." | Wait a few seconds and try again. |
| "The ticket is being closed, try again shortly." | Wait a few seconds and try again. |
| "ClaudIA is not active in this inbox." | The inbox is not connected to ClaudIA. Contact support. |
| "Select up to 20 conversations to return to ClaudIA." | Return in batches of up to 20 conversations. |
| "Unable to return the conversation to ClaudIA. Please try again." | Try again. If it persists, contact support. |
In batch operations, if some conversations are not returned, the message lists which ones were excluded and the reason for each.
Notes
-
Assigning a conversation to ClaudIA via the Cloud Chat API does not return the conversation to her. Returning works through the panel, batch actions, macros, and automation.
-
Automatic round-robin distribution of conversations never assigns cases to ClaudIA. Conversations only return to her when someone or a rule returns them.
-
If your account has automation rules that always assign conversations to a person when the conversation is updated, they might remove the conversation from ClaudIA immediately after returning. Review these rules with support before using the return feature.