It is a setting that defines how many times ClaudIA can repeat the Controlled Flow with the customer within the same conversation before escalating to human support (N2).
Where to find this setting?
In the ClaudIA Panel, under the Settings tab:
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Go to the Controlled Flows category.
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Enable the Controlled Flow Repeat Handover option.
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Fill in the Repeats per flow field with the desired maximum number of repetitions (e.g., 2).
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Save the changes.
How does it work in practice?
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ClaudIA initiates a Controlled Flow.
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The customer goes through this flow and returns to ClaudIA.
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If the customer triggers the same flow again, ClaudIA can repeat it, provided it is within the configured limit.
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When exceeding the number set in Repeats per flow, ClaudIA does not repeat and escalates support to N2.
What is this for?
This feature prevents the customer from getting stuck in the same Controlled Flow and ensures a smoother experience by avoiding unnecessary repetitions.