# Deflect Escalation Intents

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

<figure><img src="https://3281977978-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FvBFXjH9S1CAy9f5hzg5Q%2Fuploads%2F3UNNb8FNHNxoEBlYJQHj%2Fconfig_deflect_escal_intents.png?alt=media&#x26;token=b5fc4fa7-97b0-41e4-b05d-80d2ae5f05b4" alt=""><figcaption><p>Tenant Configuration to Deflect Escalation of Intents</p></figcaption></figure>

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

<table><thead><tr><th width="135.79998779296875">Label</th><th width="90">Type</th><th width="89">Default</th><th>Description</th></tr></thead><tbody><tr><td>Deflect Create Ticket Request</td><td>Boolean</td><td>False</td><td>If this flag is <code>true</code>, when a user types <code>Create Ticket</code>, instead of executing <code>Create Ticket</code>flow, conversation server will execute a flow of <code>DeflectEscalationIntent</code> to try to deflect user’s request. NOTE: need to work with intent <code>DeflectEscalationIntent</code></td></tr><tr><td>Deflect Initial Live Agent Request</td><td>Boolean</td><td>True</td><td>If this flag is <code>true</code>, when user types <code>Contact Live Agent</code>, conversation server will ask user to clarify the question and try to deflect it.</td></tr><tr><td>Escalation Intent Names</td><td>List</td><td>["Create Ticket"]</td><td>The list of the system names of the intents, which will be used to deflect. Need to work with <code>Deflect Create Ticket Request</code> and intent <code>DeflectEscalationIntent</code></td></tr></tbody></table>