Deflect Escalation Intents

Tenant configuration settings that control how the Aisera Platform intercepts and handles escalation requests before routing them to ticket creation or a live agent.

The Deflect Escalation Intents configurations control how Aisera handles requests that would otherwise create a ticket or connect a user to a live agent. These are tenant-level settings found in Settings > Configuration > Deflect Escalation Intents.

Ticket creation deflection

Deflect Create Ticket Request

Type	Checkbox
Default	Disabled

When enabled, Aisera intercepts requests that match an intent listed in Escalation Intent Names and runs a two-step clarification before allowing the ticket to be created. First, Aisera asks the user to describe their issue in more detail. If a DeflectEscalationIntent skill is active, that skill's form is used; otherwise, the default prompt is shown. The user's response then re-enters the full NLU pipeline — if a self-service match is found, it is served instead of creating a ticket. If no match is found, the original intent executes as normal.

Enable this when users frequently trigger ticket creation by habit rather than need, and self-service alternatives are available to catch the re-classified request.

Post-conversation feedback prompts are suppressed for any conversation where deflection was attempted, regardless of outcome.

See also: Escalation Intent Names

Escalation Intent Names

Type	Text field
Default	["Create Ticket"]

Defines which intents are treated as escalation intents. When Deflect Create Ticket Request is enabled, only intents listed here are subject to the deflection flow. When the flag is disabled, intents in this list still have two effects: the post-conversation feedback prompt is suppressed, and the conversation resolution status is set to Assisted.

Update this list when you want deflection and feedback suppression to apply to intents other than, or in addition to, Create Ticket.

The value must be a valid JSON array of intent system names, which are case-insensitive:

["Create Ticket", "Submit Request"]

If the value is malformed JSON, Aisera falls back to an empty list and all escalation intent behaviors are disabled until the value is corrected. Intent system names must be used here, not display names.

Deflect Initial Live Agent Request is not affected by this list.

See also: Deflect Create Ticket Request

Live agent deflection

Deflect Initial Live Agent Request

Type	Checkbox
Default	Enabled

When enabled, Aisera pauses a user-initiated live agent request and asks a one-turn clarifying question before completing the handoff. The user's response is not re-classified — it becomes part of the conversation history passed to the agent. Disabling this setting connects users to a live agent immediately without the clarifying prompt.

Keep this enabled when you want agents to receive more context before accepting a conversation. Disable it when your users prefer an immediate connection, or when agent routing is already handled through a flow that collects context.

This prompt only fires when a live agent request is triggered by a user's message. Handoffs initiated from a flow are unaffected. If the clarifying question from Deflect Create Ticket Request was already shown in the same conversation, this prompt is skipped automatically.

The clarifying prompt is customizable via the live_agent_pre_fulfillment_msg message in Conversation Messages. See Conversation Messages for instructions on editing this message.

Escalation Flow Names

Type	Text field
Default	[]

No description available.