To ensure efficient and smooth service, it is essential to understand the main failure modes that can occur in Controlled Flow's flows and in communication between Controlled Flow and ClaudIA. Identifying and mitigating these failures helps improve the customer experience and prevents unwanted disruptions.
Timeout and Request Cancellation
Communication between ClaudIA and Controlled Flow needs to be quick and efficient to ensure seamless customer service. However, there is a time limit for executing each request within Controlled Flow. If this time is exceeded, the request is automatically canceled, interrupting the flow and preventing the customer from receiving an appropriate response.
How Does Timeout Work?
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When ClaudIA calls a flow in Controlled Flow, the actions within the flow must be executed within a 45-second time limit.
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This limit is in place to ensure the conversation occurs in real time, with no perceptible delays for the customer.
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If a request takes longer than this period, Controlled Flow cannot complete the action, resulting in operation cancellation and no response to ClaudIA.
Main Causes of Timeout and Request Cancellation
High Response Time APIs
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When a Controlled Flow calls an external API, the response time can be very long, exceeding the allowed limit.
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Some APIs are not optimized for quick queries and may take time to process and return data.
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If the API does not respond within 45 seconds, the request will be automatically canceled, negatively impacting user experience.
🔹 How to Avoid:
Use APIs with fast response times (ideally less than 2-3 seconds).
Prioritize asynchronous or cache-based APIs to avoid delays.
If you need to use a slow API, consider dividing the request into smaller parts or using intermediary solutions (such as temporary data storage).
Retrieval Failure
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This can happen due to configuration errors, recent flow changes, or data indexing issues.
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To mitigate this problem, it is essential to review and test the content attached to the flow regularly.
Internal Execution Error in Controlled Flow
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Controlled Flow may encounter internal failures that prevent proper flow execution.
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This can occur due to incorrect configurations, poorly structured blocks, or improper use of logical conditions (IF/ELSE).
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To minimize this risk, it is recommended to test each flow before publishing and review error logs in the ClaudIA Panel if needed.
Integration Execution Errors
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External integrations (such as API calls, Google Sheets) may return error messages or fail entirely.
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When this occurs, Controlled Flow may follow an incorrect path or not respond to the customer.
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To mitigate this issue, configure appropriate error handling, such as:
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Returning an explanatory message to the customer.
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Escalating the service to a human agent (N2).
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Incorrect Execution Flow
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In flows that use LLMs (Language Models like GPT) to define the execution route, there may be failures in selecting the next step.
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This happens when the model's interpretation leads to an unexpected path or when conditions within the flow are not well defined.
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To avoid such errors:
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Define clear and well-structured prompts.
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Set up conditional responses for different scenarios.
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Test flow variations to ensure predictability.
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Total Controlled Flow Failure
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In extreme cases, Controlled Flow can completely fail, preventing the flow from continuing.
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To prevent the customer from getting stuck in the conversation, there is a safety feature that automatically escalates the conversation to N2.
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This scalability ensures that, even in a major failure scenario, customer service is not interrupted.
