Deflect Escalation Intents

The Settings > Configuration > Default Escalation Intents 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.

Tenant Configuration to Deflect Escalation of Intents

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

Label	Field Parameter	Type	Default	Description
Deflect Create Ticket Request	enableDeflect\ CreateTicket	Boolean	False	If this flag is true, when user types Create Ticket, instead of executing Create Ticketflow, conversation server will execute a flow of DeflectEscalationIntent to try to deflect user’s request. NOTE: need to work with intent DeflectEscalationIntent
Deflect Initial Live Agent Request	pre_fulfill\ LiveAgent	Boolean	True	If this flag is true, when user types Contact Live Agent, conversation server will ask user to clarify the question and try to deflect it.
Escalation Intent Names	escalationIntent Names	List	["Create Ticket"]	The list of the system names of the intents, which will be used to deflect. Need to work with Deflect Create Ticket Request and intent DeflectEscalationIntent