Account and organisation: what belongs where

In short: The account is your whole company in aishaa. An organisation is one brand, webshop or business unit within that account, with its own channels and its own tickets. Some settings apply to the whole account, others only to one organisation. If your account has only one organisation, you will hardly notice this distinction.

Where to find this

Account-wide settings are in the navigation menu under the Account group: Account > Account settings and Account > Users. Settings per organisation are under the Organisation group, divided over the sections Channels, Organisation (with General and Business hours), Intelligence and Topics. For an account with multiple organisations, the name of the active organisation appears in the title of the Organisation group.

For an account with multiple organisations, you see at the top of every settings page which level it applies to: the All organisations (account-wide) chip on an account page, or a chip with the name of the organisation on an organisation page. You also use that organisation chip to switch organisations.

Who: the Account admin manages account-wide settings. The Organisation admin of an organisation manages that organisation’s settings.

The navigation menu with the two groups Account and Organisation expanded, for an account with multiple organisations, so the name of the active organisation is visible in the group title.

The two levels

An account always has at least one organisation. Users belong to the account and are given access to one or more organisations. Each organisation has its own channels (mailboxes, WhatsApp numbers, phone numbers) and therefore its own tickets and conversations.

This is how it works in practice:

• When you work in aishaa, you always work in one active organisation. The tickets, channels and AI settings you see belong to that organisation.
• Settings at account level automatically apply to all organisations. You set them up once.
• An organisation can override a few account settings for itself: the way of working, the opening hours and, per channel, the writing style. For the way of working and the opening hours this is all or nothing per organisation.

What belongs to the account

What belongs to the organisation

What can exist at both levels

You create macros, knowledge documents and knowledge tags item by item as Shared across account or Only this organisation. Shared items are available in every organisation. Classification rules, automatic acknowledgements of receipt and triage rules no longer exist as separate settings; you now do that with workflows. Only an Account admin can edit shared items; an Organisation admin sees them as read-only and by default creates new items for their own organisation.

Good to know

• If your account has one organisation, you will not see an organisation switcher, a scope chip on settings pages or an organisation logo. The distinction is then deliberately invisible. The Account settings page does still exist.
• An Account admin automatically has access to all organisations in the account, including organisations added later.
• You cannot add an extra organisation or archive an organisation yourself. Contact the aishaa team via the aishaa support chat in aishaa (menu Chat, conversation aishaa support) or via support@aishaa.nl.
• There is no page in aishaa for invoices, subscription or usage. Invoicing is handled outside the application.

Related

• Working with multiple organisations
• Account settings
• General organisation settings
• Manage users
• Roles and permissions