Conversations
The Settings > Configuration > Conversations window allows you to set parameters for your Aisera platform (tenant) instance. These are settings that apply to any bot you create on this Aisera instance.
You can change the following settings when configuring your tenant/platform instance.
Data Retention Policy
[{"dataModel": "Conversations"}, {"dataModel": "JobExecution", "retentionDays": 720}]
Response Message Delay In Milliseconds
responseMessage\ DelayInMills
Integer
1000
In Async channels (eg. Webchat), answer cards in the same response will be delivered one by one sequentially, with the specified delay between two answer cards
Page Size
pageSizeOfKB
Integer
3
The max number of KBs served in a single answer card
User Session Duration (min.)
userSessionDuration
Integer
5
Max idle time user doesn’t interact with AISERA, if user is not in LiveAgent mode. After this idle time, the session will expire.
Form Intercept max wait time (ms) for model response
formInterceptModel\ ResponseAwaitInMs
Integer
3000
The max time to wait before ICM returns valid output for Form Intercept request
No Conversation Audit User Emails
nonAuditUsers
String
test @aisera .com
The email account, whose conversations will NOT be audited.
Flow Execution Wait Time (milliseconds)
flowExecutionWaitTime\ InMillSeconds
Integer
0
The max time to wait for Flow-server to return results. If the wait time is longer than this configured time, the flow execution will be asynchronized. If the configured value is 0 , the flow async execution is disabled.
Max Idle Time for Users in Live Agent Mode
Integer
30
Max Idle Time for Agents in Live Agent Mode
Integer
0
Conversation\ Graph version
conversationGraphVersion
Integer
1
Conversation\ Graph Node as XList
graphNodeAsXListCount
Integer
0
Model Execution Timeout(sec)
modelExecutionTimeout
Integer
30
Use Title First in TicketIQ RelatedKbs instead of description
useTitleFirstInTicketIQ\ RelatedKbs
Boolean
False
Present Answer Card For Single BOL
presentAnswerCardFor\ SingleBOL
Boolean
True
Disable Search if there is any Intent/BOL KB
disableSearchInKBServing
Boolean
True
If true, and there are KB fulfillments in intent or BOL, only fetch those KBs, and Keyword Search functionality is disabled
Track Workflow Request
trackWorkflowRequest
Boolean
False
Live Agent Connection Timeout
liveAgentConnection\ Timeout
Integer
5
When the user tries to handle off to an agent and before the agent joins, the max time in minutes the user will wait.
If agent doesn’t join after the configured time, the live agent connection will be terminated
Flow Exit Command
flowExitCommand
String
Cancel
The command which used to close current flow or conversation.
Flow Escalate Command
flowEscalateCommand
String
Escalate
The command which is used to end current flow execution and directly go to Feedback Escalation flow.
Create ticket to SOR on KB Serving over Email
createTicketOnKBServing\ EmailChannel
Boolean
False
Used in Email Channel. If true, and email channel request is served with a KB Article, a ticket will be created for this request.
I18N Cluster
i18nCluster
Boolean
False
Scheduled for removal.
Add Conversation to SOR
createSORItem
Boolean
False
If true, after a non-casual conversation, a ticket will be created for this conversation. Need to work with Post Conv Ticket Creation flow
IntentClassifier Casual Threshold
intentClassifierCasual\ Threshold
Decimal
0.9
The confidence threshold for casual intents from ICM. Only the intents whose confidence scores are higher than this threshold will be selected.
IntentClassifier Action Threshold
intentClassifierAction\ Threshold
Decimal
0.8
The confidence threshold for non-casual intents from ICM. Only the intents whose confidence scores are higher than this threshold will be selected.
IntentClassifier Action Dialog Threshold
intentClassifierAction\ DialogThreshold
Decimal
0.6
When there is no high confidence casual intents or non-casual intents, this threshold will be used to find intents whose confidences are higher than this threshold but lower than IntentClassifier Action Threshold. If there are 2 or more intents like this, those intents will be showed to user to select which one to continue.
Ontology filters
ontologyFilter
List
["PERSON", "NORP", "FAC", "ORG", "GPE", "LOC", "PRODUCT", "EVENT", "WORK_OF_ART", "LAW", "LANGUAGE", "DATE", "TIME", "PERCENT", "MONEY", "QUANTITY", "ORDINAL", "CARDINAL", "ITSM", "HRSM", "PHONE_NUMBER", "EMAIL_ADDRESS", "UNRECOGNIZED"]
Response Order Config
responseOrderConfig
Map
{"KB":1,"\ Action":2,"\ Service\ Catalog":3}
n a single response, if there are multiple type of answers, the answers will be reordered based on this configuration.
Anonymize Conversation Audit
anonymizeEnabled
Boolean
False
Anonymize sensitive information in the user’s requests in the request auditing page.
Anonymize Conversation Template
anonymizeTemplate
Map
{"text":\ "$TEXT"}
The template to anonymize the user’s requests.
NER Model
Conversation_run\ NERModel
Boolean
True
Sentiment Model
Conversation_run\ SentimentModel
Boolean
False
When Response Order Config makes Action as the first response, and user clicks cancel (choosing not to execute the flow), if this flag is true, this cancel button click will trigger Feedback Escalation Flow.
PredObj Extraction Model
Boolean
True
Word Annotation Model
Boolean
True
Escalate When Action Not Help
Boolean
False
Follow Up Cache Expire in Hours
Integer
24
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