Conversations

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

Teanant Settings for Conversations

You can change the following settings when configuring your tenant/platform instance.

Label	Type	Default Value	Description
Data Retention Policy
Response Message Delay In Milliseconds	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	Integer	3	The max number of KBs served in a single answer card
User Session Duration (min.)	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	Integer	3000	The max time to wait before ICM returns valid output for Form Intercept request
No Conversation Audit User Emails	String	test @aisera .com	The email account, whose conversations will NOT be audited.
Flow Execution Wait Time (milliseconds)	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(min) for Users in Live Agent Mode	Integer	30
Max Idle Time(min) for Agents in Live Agent Mode	Integer	0
ConversationGraph version	Integer	1
ConversationGraph Node as XList	Integer	0
Model Execution Timeout(sec)	Integer	30
Use Title First in TicketIQ RelatedKbs instead of description	Boolean	False
Present Answer Card For Single BOL	Boolean	True
Disable Search if there is any Intent/BOL KB	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	Boolean	False
Live Agent Connection Timeout	Integer	5	When the user tries to hand off to an agent and before the agent joins, the max time in minutes the user will wait. If an agent doesn’t join after the configured time, the live agent connection will be terminated
Flow Exit Command	String	Cancel	The command which used to close current flow or conversation.
Flow Escalate Command	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	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	Boolean	False	Scheduled for removal.
Add Conversation to SOR	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	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	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	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	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	Map	{"KB":1,"\ Action":2,"\ Service\ Catalog":3}	In a single response, if there are multiple types of answers, the answers will be reordered based on this configuration.
Anonymize Conversation Audit	Boolean	False	Anonymize sensitive information in the user’s requests in the request auditing page.
Anonymize Conversation Template	Map	{"text":\ "$TEXT"}	The template to anonymize the user’s requests.
NER Model	Boolean	True
Sentiment Model	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
Generic Event Follow Up Cache Expire In Hours
Silent Cache Expire In Hours
Download Transcript after Live Agent Chat
Enable Search in Exception Handling
Enable Entity Driven Conversation in Exception Handling
Enable Global Skill in Exception Handling
Show Translated Content Info
Present Service Catalog Item Conversationally
Enable Not Helpful Feedback(Deprecated)
Enable Request Type Fulfilment Filtering
Collect Session Feedback Comments
Enable auto escalate when not understood
After how many Not Understood attempts
Threshold to Show Complete Options List in Transcript
Conversation Request Length Limit
No Throttle User Emails
ConvAI Data Retention Period in days