Flows

Tenant-level settings that control how Aisera executes flows, how users can exit or escalate out of a flow, and what happens when a suggested action is rejected.

These settings control the mechanics of flow execution in conversations. You can configure how long Aisera waits for a flow to complete, what keywords users type to exit or escalate out of a flow, and what happens when a user declines a suggested action.

Flow execution

Flow Execution Wait Time (milliseconds)

Type	Text field (integers)
Default	5000

Controls how long Aisera waits for a flow to finish executing before returning a response to the user during a conversation. By default this is 5000 milliseconds, or five seconds.

When set to a positive number, flows execute asynchronously. Aisera waits up to the configured number of milliseconds, then returns a response and delivers the flow result to the user separately once it completes. Any positive value below 3000 milliseconds is automatically increased to 3000 milliseconds. When set to 0, flows execute synchronously and Aisera waits indefinitely for the flow to complete before responding.

Increase this value if your flows regularly take longer than five seconds and conversation responses depend on the flow output. Set to 0 to always wait for the full flow result before responding.

Some flows always execute synchronously regardless of this setting, including form intercept requests and certain system flows such as feedback, escalation, and live agent handoff.

Flow Exit Command

Type	Text field (String)
Default	Cancel

Sets the keyword users type to exit an active flow or live agent session. The comparison is case-insensitive. Aisera also displays the configured keyword in hint messages shown to users during flows and live agent sessions, so what you configure here is what users see and what they need to type to exit.

The word exit always works as an additional exit command regardless of this setting, but does not appear in hint messages.

Change this when Cancel conflicts with expected user inputs in your flows, or when your organization uses a different term that users are more familiar with.

Flow Escalate Command

Type	Text field (String)
Default	Escalate

Sets the keyword users type to trigger escalation while inside an active flow. The comparison is case-insensitive. Aisera also displays the configured keyword in hint messages shown to users during active flows, alongside the exit command, so users know both options are available.

If a user types this keyword outside of an active flow, Aisera treats it as a normal message. The escalation option only appears in hint messages when an Escalation Feedback Flow is configured for the bot.

Change this when Escalate conflicts with expected user inputs or when your users are more familiar with different terminology. This setting only has an observable effect if an Escalation Feedback Flow is configured for the bot.

Escalate When Action Not Help

Type	Checkbox
Default	Disabled

When Response Order Config is set to display Actions first and a response contains an action, Aisera presents a confirmation prompt asking the user whether to execute the action. If the user selects "No", this setting determines the outcome. When disabled, the conversation exits. When enabled, Aisera triggers the Feedback Escalation flow instead.

Enable this when your support workflow requires that users who reject a suggested action are immediately escalated to a human agent rather than having the conversation end.

See also: Response Order Config