Documentation / Getting started
What is aishaa
In short: aishaa is a workspace for customer service. Customer questions via email, WhatsApp and phone come in as tickets. aishaa reads and understands every message, your organisation’s workflows determine what happens next, and an AI agent writes a proposal for the reply. Your team checks and sends from a single screen. This article explains the concepts you come across throughout aishaa and, for each topic, points to the article with the details.
Where to find this
After signing in, aishaa opens on the Dashboard. The menu on the left contains the sections Dashboard, Tickets, To do, Contacts, Bulk messages, Chat, Analytics, Account and Organisation, and, depending on your account’s features, also Open actions and Cases. At the bottom of the menu are Support and My profile. If you created the workspace, Get started is also shown at the top as long as the onboarding is not finished. Which sections you see depends on your role (see further below).
Who: everyone with access to aishaa, from the Viewer role upwards. The concepts in this article apply to the whole account.
The aishaa dashboard after signing in, with the menu on the left (Dashboard, Tickets, To do, Contacts, Bulk messages, Chat, Analytics, Account, Organisation, with Support and My profile at the bottom) and Your work in the middle.
Account and organisation
An account is your company’s environment in aishaa. The account contains the users, the roles, the logo and the settings that are the same for all organisations.
An organisation is one brand, webshop or business unit within the account. Each organisation has its own channels (mailbox, WhatsApp number, phone number), its own tickets and its own AI settings. When you create a workspace, you get one account with one organisation. If your account has several organisations, you switch between them with the organisation switcher at the top of the screen; the menu group is then called Organisation followed by the name of the chosen organisation.
More about this: Account and organisation: what goes where and Working with multiple organisations.
Tickets and conversations
A ticket is one customer question that needs to be handled. Each ticket has a number, a status, a channel, possibly an assigned colleague, and labels. The main statuses are Open (needs attention), Answered (you have replied and are waiting for the customer), Closed (completed), Snoozed (temporarily put aside) and Waiting for external reply (waiting for a supplier or other party). If a customer sends a new message, the ticket automatically becomes Open again.
A conversation is the ongoing series of messages with one customer on one channel. A conversation can contain several tickets, for example when a customer asks a new question after an earlier one has been resolved. On the ticket screen you can choose whether to see the whole conversation or only the messages of the opened ticket.
More about this: Ticket statuses and life cycle, The ticket screen and Ongoing conversation or per ticket.
Channels
A channel is the route by which customer messages come in and go out. aishaa supports three channels:
| Channel | What it is |
|---|---|
| Every organisation has its own aishaa Mail address from the start. In addition, you connect your own mailbox (Gmail, Outlook, own domain or SMTP server) or forward your mail to the aishaa Mail address. | |
| You connect a WhatsApp Business number to aishaa via Meta. Messages come in as tickets and you reply from aishaa. | |
| Telephony | Incoming calls come into aishaa, colleagues answer via the softphone, and each call creates a ticket with a transcript. This feature is available if the Telephony feature has been activated for your account. |
Channels belong to an organisation. You set them up via Organisation > Channels.
More about this: Connect your first channel, Email setup: the options at a glance, Connect WhatsApp and Activate telephony.
What aishaa does with a customer message
Every customer message goes through the same steps:
- Reading and understanding. aishaa reads the message and determines what it is about (the topic), whether a reply is needed, which language it is in, how urgent it is and what the question is in one sentence.
- Workflows. Then the organisation’s workflows run. A workflow describes what happens when something happens, for example adding a label, assigning a ticket or asking a colleague something. Every organisation starts with the Answering customer messages workflow: an agent writes the reply to every customer message.
- A proposal. The AI agent in that workflow writes a proposal for the reply. To do this, it searches the knowledge it is allowed to use, looks at earlier conversations with the same customer and, if there is an integration, at the data from your systems, such as orders.
- A colleague decides. You see the proposal in the ticket’s editor. You send it as it is, edit it or reject it. aishaa learns from what colleagues change; you see those facts under What aishaa knows.
Every reply starts as a proposal. If an agent’s proposals on a topic go out unchanged often enough, aishaa suggests that the agent may send by itself on that topic. An Account admin decides this per topic with Let it send by itself. Even then, part of the replies still go past a colleague, and the Emergency stop puts everything back to proposals in one click. aishaa never sends by itself unless a person has set it up that way.
More about this: What are workflows, Answering customer messages with workflows, Trust and letting an agent send by itself and Replying to a ticket.
AI agents and skills
An AI agent is a configurable colleague of aishaa with its own instructions, its own tone and its own knowledge. A new account starts with the Reply writer agent, which answers customer messages in the company’s tone. Which agent replies where is determined by the workflow. What an agent can do comes from its skills: knowledge, a way of working and the tools that go with it. The Library contains ready-made agents, workflows and skills to start with; the aishaa team manages them. You find them via Account > Agents, Account > Skills, Account > Library and Account > Workflows.
More about this: AI agents, Skills and The library.
Knowledge: knowledge documents, notices and what aishaa knows
aishaa gets its knowledge from three sources:
- A knowledge document is a text in which you record what aishaa needs to know: shipping policy, return conditions, product information, frequently asked questions. You manage them via Organisation > Intelligence > AI knowledge base.
- A notice is a short fact that applies for a while: a delay, a closure, a colleague who is away. aishaa uses notices in its replies and the team sees them in the ticket and on the dashboard. You manage them via Organisation > Intelligence > Notices.
- What aishaa knows are facts per topic that aishaa learns from how your team improves its proposals, alongside the organisation’s own rules per topic. You find them via Organisation > Topics > What aishaa knows.
The topics themselves are the classification of customer questions into topics and subtopics. aishaa uses them to place messages, to learn and build trust per topic, and for the Topics report.
More about this: Knowledge documents, Notices, What aishaa knows and Taxonomy: support areas and query patterns.
To do
To do is the list of everything that is waiting for a person: proposals from aishaa that someone needs to approve (such as an action in a connected system or a message), and requests and tasks that a workflow prepares for the team.
More about this: To do.
Bulk messages
With Bulk messages you send one message to a whole group of customers at once, by email or with a WhatsApp template. Everyone gets their own message, and a reply becomes a regular ticket. You can create bulk messages from the Team lead role upwards.
More about this: Bulk messages: one message to many customers.
Follow-up actions
A follow-up action is a task with a deadline that you attach to a ticket yourselves, for example “call the customer back” or “register the return with the carrier”. Follow-up actions are shown in a separate Open actions list in the menu. This feature is available if the Ticket actions feature has been activated for your account.
More about this: Follow-up actions (Ticket actions).
Contacts
A contact is a customer or other person you have been in touch with. For each contact, aishaa stores the addresses (email address, phone number), the conversations and a customer profile that aishaa builds from earlier conversations. Contacts belong to the account and are therefore the same in all organisations.
More about this: The contact overview and The customer profile.
Chat and collaboration
Under Chat you find the internal chat with colleagues, including group conversations, a personal conversation with aishaa in which you tell aishaa how your customer service should work, and the aishaa support conversation with which you reach the aishaa team. Under Support at the bottom of the menu you also find aishaa’s news and the documentation.
More about this: Internal chat, aishaa in chat: instructions and proposals and Reaching the aishaa team.
Roles
Every user has a role that determines what they can do in aishaa. From low to high: Viewer (view tickets and chat), Agent (handle tickets), Team lead (reports, manage knowledge, give aishaa instructions, send bulk messages), Organisation admin (manage the organisation, channels, workflows and AI settings) and Account admin (manage users and account settings). Each role can do everything the roles below it can do.
More about this: Roles and permissions.
Good to know
- aishaa has no live chat widget for your website and no connection with Instagram, X or SMS. The available channels are email, WhatsApp and telephony.
- Some features are only switched on if aishaa has activated them for your account: Cases, Telephony, Ticket actions and Extra signatures. You see them under Account > Account settings > Features. Would you like to switch a feature on or off? Contact the aishaa team via the aishaa support chat in aishaa (menu Chat, conversation aishaa support) or via support@aishaa.nl.
- Invoicing, subscriptions and usage limits are not in aishaa. There is no page for them in the app.
- Have you just created a workspace? Then aishaa helps you get started itself, see Setting up aishaa with the onboarding. After that, the Checklist for the first week helps.
Related
- Setting up aishaa with the onboarding
- Account and organisation: what belongs where
- Ticket statuses and lifecycle
- Continuous conversation or per ticket
- What are workflows
- Trust and letting an agent send by itself
- AI agents
- Knowledge documents
- What aishaa knows
- To do
- Follow-up actions (Ticket actions)
- Roles and permissions
- Checklist for the first week