Channels

The Settings > Configuration > Channels window allows you to set parameters for your tenant. These are settings that apply to any bot you create in your Aisera tenant.

Tenant Configuration for Channels

Channel Display JSON

Control which ticket fields appear in ticket lists and detail views. This configuration applies to tickets displayed within Aisera channels.

When this field is empty, the system displays a default set of ticket fields. To customize which fields appear and how tickets are displayed, provide a JSON object with the field definitions shown below.

The configuration accepts a JSON object with the following properties:

• listFields: An array defining which fields appear in ticket lists. Each entry specifies a field name and its display label.

• detailFields: An array defining which fields appear when viewing a single ticket's details. Each entry specifies a field name and its display label.

• displayComments: Controls whether ticket comments appear in the detail view. Set to true to show comments, or false to hide them. When not specified, comments are not displayed.

• displayDescInList: Controls whether ticket descriptions appear in ticket lists. Set to true to show descriptions in lists, or false to hide them. When not specified, descriptions do not appear in lists.

• displayDescInCard: Controls whether ticket descriptions appear in the ticket detail view. Set to true to show the description, or false to hide it. When not specified, the description is displayed.

• displayIdLink: Controls whether the ticket ID displays as a clickable link. Set to true to make the ID clickable, or false to display it as plain text. When not specified, the ID displays as plain text.

• sessionVars: An array defining custom fields to track in conversation sessions. Each entry requires a field name, display label, and field type.

Field Specifications

When defining fields in listFields or detailFields, each entry must include:

• name: The field identifier from your ticketing system

• label: The text displayed to users for this field

Available field names depend on your ticket system configuration. Common ticket fields include:

• displayId: The ticket identifier

• status: Current ticket status

• priority: Ticket priority level

• assignedTo: User assigned to the ticket

• reporterId: User who created the ticket

• modifiedDate: Last modification timestamp

Session Variables

The sessionVars property defines custom fields stored during conversation sessions. Each session variable requires:

• field: The internal field name

• label: The text displayed to users

• type: The data type for this field

These fields become available for filtering and display within the conversation session for your tenant.

Example Configuration

{
  "listFields": [
    { "name": "displayId", "label": "ID" },
    { "name": "status", "label": "Status" },
    { "name": "priority", "label": "Priority" }
  ],
  "detailFields": [
    { "name": "displayId", "label": "ID" },
    { "name": "assignedTo", "label": "Assignee" },
    { "name": "status", "label": "Status" },
    { "name": "priority", "label": "Priority" },
    { "name": "modifiedDate", "label": "Modified" }
  ],
  "displayComments": true,
  "displayDescInList": false,
  "displayDescInCard": true,
  "displayIdLink": false,
  "sessionVars": [
    { "field": "requestType", "label": "Request Type", "type": "String" }
  ]
}

This configuration displays ID, status, and priority in ticket lists. The detail view shows ID, assignee, status, priority, modified date, comments, and the ticket description. The ticket ID displays as plain text. A custom "Request Type" field is available in conversation sessions.

The JSON must be valid. If the JSON syntax is invalid, the system cannot parse the configuration and may display default fields or no fields at all. Verify the JSON is properly formatted before saving.

Jira Webchat Configuration

Accepts a JSON string where each channel token maps to display conditions such as in the following example:

{
  "abc123channeltoken": {
    "conditions": [
        {
          "condition": "jira_expression",
          "params": {
            "expression": "project.key==PROJECTKEY"
        }      
      }
    ]
  }
}

This field controls when the Aisera webchat widget appears in a Jira Service Desk portal based on the conditions in the provided JSON.

Without conditions configured, the webchat displays on all Service Desk portals. With conditions, the webchat only appears when specified conditions evaluate to true.

Multiple Jira instances: If there are two different Jira instances, define the conditions against the proper channel-token for each instance.

Session Variables

Define custom fields that capture and store data throughout a conversation session. Session variables persist from the start of a conversation through all interactions and are accessible in flows, request filtering, and reporting.

Session variables defined in the table interface and those defined directly in the JSON are the same data. The system extracts session variables from the JSON to display them in the table, then merges them back when you save. Changes made in either location affect the same underlying configuration.

Session variables are stored within the Channel Display JSON configuration but are presented as a separate table interface for easier management. When you add session variables using the table, they are automatically merged into the Channel Display JSON when saved. You can also define them directly in the Channel Display JSON under the sessionVars property.

Configure session variables by clicking + Add Session Variable in the Channel section of the configurations menu. Each session variable requires three pieces of information.

Variable Name

The identifier used to access this session variable. Use this name when referencing the variable in flows or queries.

This field is required and must be unique across all session variables for your tenant. The variable name cannot contain periods.

Variable Key

Maps session variable values to entity columns for filtering and correlation. When you specify a key, the system filters session variable data to only display values where the key matches the corresponding field value in requests or tickets.

This field is optional. Leave it blank if you do not need to correlate session variable data with request fields.

When a key is specified, the system locates the matching column in the request entity and filters the session variable data accordingly. Only session variable entries where the key field matches the request's field value are displayed or included in query results.

For example, if you set the key to Priority, the system displays only session variable values where the Priority matches each request's priority field.

Display Name

The label shown in the user interface when displaying or configuring this session variable. This field must be unique across all session variables.