Documentation / Account and organisations
Account settings
In short: The Account settings page holds the settings that apply to all organisations in your account: the account logo, the features, the default layout of ticket tabs, telephony routing, the WhatsApp settings, what aishaa does with customer data from connected systems, when proposals expire from To do, the way of working, the policy and the inbound spam filter. Most settings are saved as soon as you change them.
Where to find this
Go to Account > Account settings. The page has the subtitle “Shared settings for every organisation in this account.”
Who: only an Account admin. Other roles see the message You do not have access to account settings. on this page. Everything on this page applies to the whole account.
The Account settings page showing the Branding, Features and Default ticket tabs sections, via Account > Account settings.
Branding: account logo
Under Branding you will find the Account logo: “Primary logo. Stays the same when switching organisations.” Click the logo to upload or replace an image, or remove the logo. Without a logo of your own, aishaa shows the default aishaa logo.
You do not set a small logo per organisation (for tickets and the organisation switcher) here, but via Organisation > General, section Branding. That section only exists for accounts with multiple organisations.
Features
Under Features you can see which features are switched on for your account: Cases, Telephony and, if they are active, Extra signatures and Ticket actions. You cannot change the switches yourself; above the list it says “These features are managed by aishaa. Contact us if you would like to change them.”
Do you want 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. You can read what each feature does in Features per account.
Default ticket tabs
Under Default ticket tabs you set the default layout of the tabs next to a ticket, for everyone in the account. Each tab has a switch (visible or not). You move a tab with the two arrows or by dragging it (Drag to move). Changes are saved immediately.
The default order is:
| Tab | What it contains |
|---|---|
| Plugin tabs | The records and lookup tabs of the organisation’s connected plugins. A record tab is named after the type of record. |
| Activity | Actions, messages, requests and tasks that have been proposed or carried out on this ticket. See Reviewing and starting actions on the ticket. |
| Case | The customer’s cases (Cases feature) |
| Notes | Internal notes and AI notes |
| Media | Attachments and images (always visible) |
| Customer tickets | Earlier tickets from the same customer (always visible) |
| Resources | Relevant context such as products and documents |
| Timeline | The timeline of the ticket |
| Actions | Follow-up actions on the ticket (Ticket actions feature) |
The list can also contain tabs from the view library, and tabs of workflows for which Show as ticket tab is turned on in the workflow. See The workflow tab on the ticket.
Below the name of a tab you can see which connections fill that tab. If several connections fill the same tab, a numbered list with arrows appears below it, which you use to set the order. The explanation reads: Several connections fill this tab. The top one leads: a record they both list shows its values first. This order also applies to the whole account.
What you need to know:
- Customer tickets and Media are mandatory; their switch is fixed.
- Tabs that are not available for your account (for example because a feature is switched off) are also fixed.
- Colleagues can adjust their personal layout via My profile. The account layout is the starting point and the layout that Default order in the profile resets to. See My profile.
Routing of incoming calls
This section only appears if the Telephony feature is switched on. The subtitle says it all: “Who rings when a customer calls. This applies to every number and organisation of this account.”
| Option under Routing | Meaning |
|---|---|
| Known colleague first, then everyone (default) | The colleague who is handling this customer’s open ticket, or who last spoke to the customer, gets a head start. If they do not answer or are not available, everyone rings. |
| Everyone at once | All available colleagues ring at the same time; whoever answers first takes the call. |
With Known colleague first, then everyone you set the Head start (seconds): between 5 and 30 seconds, 10 by default. This section has its own Save button. Read more about routing in Routing of incoming calls.
The WhatsApp section has two settings. Both are saved immediately and apply to the whole account.
Wait before analysis
The field Wait before analysing WhatsApp messages (minutes) determines how long aishaa waits after the last WhatsApp message before it reads the conversation. This way, aishaa reads consecutive messages together rather than one by one. Every new message from the customer restarts the waiting time.
- Range: 0 to 10 minutes. Default 1 minute.
- Enter 0 to read immediately.
Read receipts to the customer
With Read receipts to the customer you decide when the customer sees blue ticks on the messages they sent you.
| Option | Meaning | Default |
|---|---|---|
| When the ticket is opened | The customer sees blue ticks as soon as a team member opens the ticket. Whether the customer read your messages is always visible to you. | Yes |
| Only after a reply | The customer only sees blue ticks once a reply has been sent. On a number that also works in the WhatsApp Business app, the conversation stays unread there until then. | |
| Never | The customer never sees blue ticks. On a number that also works in the WhatsApp Business app, the conversation stays unread there until you open it on the phone. |
After a change you will see WhatsApp read receipts updated for the entire account. This choice does not change what you see: whether the customer has read your messages always remains visible.
Customer data from connected systems
Under Customer data from connected systems, at What aishaa does with what connected systems say about a customer, you choose how far aishaa may go with what an order or file says about a customer.
| Option | Meaning | Default |
|---|---|---|
| Add and merge automatically | An order or file found for a customer adds their unknown e-mail address, phone number and customer number to the customer. Two persons a record proves to be one customer are merged without asking; anything less certain becomes a proposal on the customer card. | Yes |
| Add and propose | Details are added in the same way, but: A match with another customer always becomes a proposal on the customer card; nothing is merged without a person. | |
| Off | aishaa records nothing from connected systems about who a customer is. |
The choice is saved immediately (Saved.) and applies to all organisations in the account. Automatic merging only happens if it concerns two persons, nobody has rejected that pair before and both customers are in the same customer group.
To do
Under To do, at aishaa’s proposals expire after, you choose how long a proposal stays in the To do list if nobody decides on it.
| Option | Meaning |
|---|---|
| Standard (14 days) | Proposals expire after 14 days. This is the default. |
| 7 days, 14 days, 30 days, 60 days, 90 days | Proposals expire after the chosen number of days. |
| Never | Proposals do not expire with age. |
The explanation: A proposal nobody decided on leaves the to-do list after this term. Everything still open on a closed ticket leaves at once. Your team’s own tasks and anything with its own deadline never expire by age. The choice is saved immediately (Saved.). See To do.
Way of working
Under Way of working you choose whether you work as a Webshop or as a Service provider, and you set automatic closing, reopen windows, the reply-needed ladder, the quiet window and the inbox counter. Every organisation in the account works this way, unless it has chosen its own way of working. This section has its own Save button. The full explanation of all fields is in Way of working: webshop or service provider.
Policy
Under Policy you will find compliance and cost choices for the whole account: Redact sensitive identifiers for external AI and Transcribe WhatsApp voice messages with a Maximum length (minutes). Every change is saved immediately. See Policy: sensitive data and voice transcription.
Inbound spam filter
Under Inbound spam filter you control how aishaa assesses new email for spam. Replies to existing tickets and allowed senders always go to the normal inbox.
The Inbound spam filter section with the Enable spam filter switch, the SpamAssassin threshold slider with colour legend and the Allowed senders list.
| Item | Meaning |
|---|---|
| Enable spam filter | Switches the spam filter on or off. If the filter is off, the threshold shows off. |
| SpamAssassin threshold | Slider from 0 to 30 in steps of 0.1. Default 10.0. New messages with a spam score above the threshold go to Spam. A higher threshold is more cautious and lets more email through. |
| Legend | Low score, Suspicious, Probably spam, High score. |
| Allowed senders | Addresses that always bypass the spam filter, for all organisations in the account. You add a sender from the spam view of the ticket overview (release the message and allow the sender). Here you remove an address with the cross; aishaa asks for confirmation. |
Read more about assessing and releasing spam in Spam filter and allowed senders.
Good to know
- Almost everything on this page is saved immediately. Only Routing of incoming calls and Way of working have their own Save button.
- For an account with multiple organisations, the All organisations (account-wide) chip appears at the top, with a tooltip explaining that these settings apply to the whole account and that all organisations share them. With one organisation this chip is not shown.
- An Account admin sees a link to this page on Organisation > General with the button Open account settings. An Organisation admin does not see this link.
- There is no page for invoices, subscription, usage or limits. Invoicing is handled outside aishaa.
- Changes at account level apply to all organisations. It may take a moment before a change is visible everywhere.