📌 PART 1 — How to Specify the Flow
1. What is a Controlled Flow?
Controlled Flow is the automation module of Cloud Humans that performs actions for ClaudIA, such as:
- checking order status,
- verifying payments,
- generating invoices,
- fetching data from your system,
- creating tickets,
- updating records,
- consulting sensitive information.
ClaudIA identifies the user's intent and triggers the corresponding Controlled Flow.
2. When does it make sense to request a new Controlled Flow?
Request a flow when you need ClaudIA to do something that cannot be answered with content alone and has an impact on
case resolution without the need for human intervention.
✓ When support requires external queries (API, ERP, CRM, Billing, etc.) - Request product exchange, Send invoice, Check
delivery address, etc.
✓ When dependent on dynamic information - Request status, Order progress, etc.
✓ When involving data validation - CPF/CNPJ lookup to provide sensitive information
✓ When involving process execution (e.g., generate second copy) - Second copy of invoice or boleto, Send Invoice.
3. What are the triggers for the flow?
< (review the explanation in the interactive content section + screenshots) >
The Controlled Flow is triggered when ClaudIA detects a Configured Interactive Content in the panel. This content acts
as the trigger.
1. Access the ClaudIA Panel and go to Content
2. Create or edit a content and select Content type "INTERACTIVE".
When switching to Interactive, the option to choose the Flow appears.
3. Choose the published Controlled Flow, add a tag, and save.
Done: whenever this content is triggered, it activates the flow.
Define how ClaudIA recognizes it should trigger the flow:
Examples:
- “order inquiry”,
- “track delivery”,
- “second copy”,
- “subscription check”.
4. What data does the user need to provide?
List all mandatory data:
Examples of primary keys:
- CPF / CNPJ
- Email
- Order number
- Phone
- Registration number
- Birth date
- Unique code
5. What validations need to be performed before triggering the flow?
Examples:
- CPF must have 11 digits.
- Order should start with “ABC-”.
- Email must be valid.
- CNPJ must have 14 digits.
- If the field is empty, request again.
(Simple validations prevent errors before calling your system.)
6. What are the business rules of the flow?
Explain the behavior the Controlled Flow should follow, whether a happy or unhappy path:
Example:
- What to do if one result is found?
- What to do if multiple results are found?
- What to do if none are found?
- After how many attempts escalate to a human?
- Is there a daily query limit?
7. Specify the end of the flow among the 4 options:
- Forward to human: Forward to a human (N2).
- End Flow: Forward to ClaudIA and wait for the customer’s response (N1).
- Answer ticket: Forward to ClaudIA to respond immediately (N1).
- Close ticket: Finalize the ticket within the flow (N1).
8. Example of the ideal deliverable
(No mandatory tool for submission; in this example, Miro was used)
Link: <FLOW LINK>***
