Documentation / Getting started
Checklist for the first week
In short: With this checklist you get aishaa up and running in the first week, in the order that causes the least rework. If you have just created the workspace, the onboarding in aishaa already does a large part: aishaa reads your website, sets everything up and helps you with your first channel. After that you check what aishaa knows, look at how aishaa replies, and set up the daily work. Each step is one sentence with a link to the article that gives the details.
Where to find this
The person who created the workspace sees the Get started screen with the first steps in aishaa itself (menu Get started). This checklist goes further: it is a reading order through the documentation. You start on the Dashboard and go to the menu mentioned in each step.
Who: the steps for channels, workflows and AI settings require the Organisation admin role; inviting colleagues and the account settings require the Account admin role. The first user of a workspace has that role automatically. The checklist applies to the whole account; you repeat channels and AI settings for each organisation.
Day 1: setting up with aishaa
- Activate your account via the link in the activation email and sign in with your email address and password. See Signing in and password.
- The Get started screen opens by itself. Confirm your website if aishaa asks for it, and complete the required step Customers can reach you: connect your mailbox or WhatsApp via the button aishaa gives you. See Setting up aishaa with the onboarding.
- If it suits you, also do the optional steps: How aishaa sounds, The programs you use, How you work and Colleagues on board. Anything you skip, you can finish later via the card on the dashboard.
Day 2: access, team and channels
- Set your own language and signature under My profile and check the Working language and the Organisation time zone under Organisation > General. See Language and time zone and Signatures.
- Read which role each person needs and give your colleagues the right role and organisation access via Account > Users. Anyone you invited during the onboarding starts as Agent. See Roles and permissions and Invite your team.
- Under Organisation > General, check the contact details and the domain profile that aishaa chose. See General organisation settings.
- Connect the channels that are still missing, such as your own mailbox via Organisation > Channels > Email or WhatsApp via Organisation > Channels > WhatsApp > Settings. See Email setup: the options at a glance and Connect WhatsApp.
- After connecting Outlook or Gmail, import recent emails so that aishaa recognises existing conversations. See Import email history.
- Set up your opening hours via Organisation > Business hours. See Opening hours.
Day 3: checking what aishaa knows
- In Organisation > Intelligence > AI knowledge base, look at which pages of your website aishaa has already taken over as knowledge documents, and add your shipping and returns policy, warranty, frequently asked questions and product information. See Knowledge documents and Bulk upload knowledge documents.
- Check the organisation information via Organisation > Intelligence > Organisation information. See Organisation information.
- Check the tone via Organisation > Intelligence > Writing styles. See Writing styles.
- Put what is going on right now, such as a delay, a closure or a colleague who is away, in Organisation > Intelligence > Notices. See Notices.
- Connect your webshop or other systems via Organisation > Plugins, so that aishaa can use the customer’s details in its proposals. See Plugins: overview of the integrations.
Day 4: how aishaa replies
- Read how aishaa processes a customer message: reading and understanding, the workflows, and a proposal from an agent. See What is aishaa and Answering customer messages with workflows.
- Under Account > Workflows, look at the Answering customer messages workflow, and under Account > Agents at the instructions of the agent that replies. In Account > Library you will find extra workflows, agents and skills, for example an acknowledgement of receipt. See What are workflows, AI agents and The library.
- Get to know the ticket overview: filters, searching and sorting. See The ticket overview: filtering, searching and sorting.
- Answer your first tickets from aishaa’s proposal: send, edit or reject it. Pay attention to the send delay. See Replying to a ticket and Sending, undoing and what happens during an outage.
- Agree how you assign and flag tickets, and who keeps an eye on To do. See Assigning, support group, important and urgent and To do.
Day 5: daily way of working and notifications
- Turn on push notifications on the devices on which you want to be alerted, via My profile > Push notifications. See Notifications.
- Install aishaa as an app on your phone if you want to follow tickets on the go. See aishaa on your phone and as an app.
- Under Account > Account settings, check the way of working: webshop or service provider, and whether answered tickets close automatically. See Way of working: webshop or service provider.
- Create macros for replies that keep coming back via Organisation > Intelligence > Macros. See Macros.
- At the end of the week, look at the Dashboard and the reports under Analytics to see how the first week went. See Dashboard.
Good to know
- If you get stuck, ask your question in the aishaa support conversation under Chat. See Reaching the aishaa team.
- In the first week, every reply from aishaa is a proposal that a colleague sends. An agent can only send by itself per topic once its proposals have been sent unchanged often enough and an Account admin turns on Let it send by itself. So you do not need to turn anything off to prevent unchecked messages going to customers. See Trust and letting an agent send by itself.
- What colleagues change in the proposals, aishaa learns as facts. You see them under What aishaa knows. See What aishaa knows.
- The Cases, Telephony, Ticket actions and Extra signatures features are activated by aishaa. Would you like to use one? Contact the aishaa team via the aishaa support chat in aishaa (menu Chat, conversation aishaa support) or via support@aishaa.nl.
- If your account has several organisations, repeat steps 6 to 14 for each organisation; you only do the steps under Account and My profile once.