When to use
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You are building a Controlled Flow and need to choose how it ends
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You want to understand the practical difference between the 4 ending options
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You want a branch to end without sending a message to the customer
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You are debugging a flow where the ending behaves differently than expected
Prerequisites
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Basic knowledge of building Controlled Flows
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Knowing where the flow starts from: a ClaudIA section, or straight from the customer's first message
About this article
When building a Controlled Flow, you have to define how it will be ended. That choice determines what happens to the conversation once the Controlled Flow finishes running. There are four ending options, each with different effects on the bubble visible to the customer, on continuity with ClaudIA and on the use of previous context.
Details
End Flow [N1]
When this card is used, the flow ends and the conversation is handed back to ClaudIA.
The text bubble set before End Flow is sent to the customer. After it is sent, ClaudIA carries on with the conversation from there, without reusing the previous context.
That is why it is important to include something like "How can I help you?" or "What is your question?" in the bubble, so the customer knows they can keep interacting.
When to use it: ideal for Controlled Flows triggered from a ClaudIA section (the conversation had already started with ClaudIA before entering the Controlled Flow).
Answer Ticket [N1]
When this card is used, ClaudIA reuses the previous context of the conversation to carry on.
Before Answer Ticket is triggered, the customer may already have sent a message — either a "hi" that started an opening flow, or a question that pulled in some content. ClaudIA uses that history to keep its answers in context.
The text bubble placed before Answer Ticket is not sent to the customer. It is consumed by ClaudIA as internal context. Because of that, you do not have to ask a question in the bubble — ClaudIA already uses the conversation history.
There must be a text bubble with some written content before Answer Ticket. Without it, the behavior may break and cause an error in the Controlled Flow.
When to use it: ideal for cases where the Controlled Flow starts the conversation (before any interaction with ClaudIA).
Close Ticket [N1]
When this card is used, the ticket is closed at N1 once the Controlled Flow finishes running. The conversation is considered resolved and finished.
If the customer sends a new message after it is closed, a new ticket will be opened.
This card also supports the Silent option, which closes the ticket without sending any message to the customer. See the Ending or transferring in silence section below.
When to use it: ideal for flows where the Controlled Flow's answer is already enough to resolve the customer's request, with no need to continue with ClaudIA.
Forward to Human [N2]
When this card is used, the ticket is escalated to a human agent (N2). ClaudIA stops acting and hands the conversation over to the customer's human support team.
When to use it: ideal for flows that identify complex or sensitive cases that need human attention.
Always place a text bubble before the Forward to Human [N2] card — the only exception is when the branch is marked as Silent, and then the bubble should not be there at all. See the next section.
If the transfer is failing because there is no bubble, the fix is a short text before the card, not Silent.
Ending or transferring in silence (Silent)
The Close Ticket [N1], Forward to Human [N2] and Forward to Human [N2] (ignore office hours) cards have, inside Advanced settings, the Silent (no message sent) option. With it turned on, the card does what it has to do — close or transfer — without sending any message to the customer.
In that case the branch should not have a text bubble. And note: silence applies to the whole turn, not just the card. Every message the flow built since the customer's last reply is discarded — including those from earlier groups and from flows that called this one through Typebot link. They reach neither the customer nor the audit panel. That is why you should never use Silent on a shared subflow.
Silent exists to end spam as soon as it is detected — auto-replies, no-reply senders, pranks, messages with no content — without replying and without generating charges. For routing, sensitive cases and any conversation where a person is waiting for an answer, transfer with a short message. The End Flow and Answer Ticket cards do not have this option, and for them the bubble rule still applies as usual.
Side-by-side summary
| Ending | Closes the ticket? | Does the bubble reach the customer? | Reuses previous context? | Does ClaudIA carry on? |
|---|---|---|---|---|
| End Flow | No | Yes | No | Yes |
| Answer Ticket | No | No (internal context) | Yes | Yes |
| Close Ticket | Yes | Yes | — | No |
| Forward to Human | Yes (goes to N2) | Yes | — | No |
With the Silent option turned on, Close Ticket and Forward to Human stop sending any bubble from the turn to the customer, including those built before the card — the rest of the behavior stays the same.
Notes
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To end or transfer without sending a message to the customer: Silent handover in Controlled Flow
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To understand why a conversation was transferred without a message, and how it differs from the equivalent project-level setting: Why ClaudIA transferred to N2 without sending a message
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For the step by step of building a Controlled Flow from scratch (including choosing the ending): Step-by-step Guide to Launching a New Controlled Flow
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To understand the ClaudIA + Controlled Flow interaction: How the ClaudIA and Controlled Flow Interaction Works
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For flows where ClaudIA starts straight in the Controlled Flow: Como configurar a ClaudIA para iniciar em um Fluxo Controlado (available in Portuguese only)