Reviewing and starting actions on the ticket

In short: Through a connected plugin, aishaa can do something in another system, for example register a return in your webshop. Such a plugin action, and also a message to the customer or to an external party and a change to the ticket, starts as a proposal: from the AI agent, from a workflow, because you asked aishaa for it, from a view on the ticket, or because you start it yourself. On the ticket they are on the Activity tab; across tickets they are in the To do list. You execute a proposal or reject it with a reason. If a proposal is more than 24 hours old, or the conversation has moved on since, aishaa first asks you to confirm that the content still holds.

Where to find this

• The Activity tab next to an open ticket: all actions, requests and tasks of that ticket, and the New action button. Whatever is waiting for you can also appear above the ticket’s editor by itself.
• To do in the main menu: everything across tickets that is waiting for a decision. See To do.

Who: everyone with access to tickets sees the actions. Executing, rejecting and creating is possible from the Agent role upwards; for a plugin action, the minimum role set per action applies on top of that (see below). An Organisation admin sets which actions exist and how the AI may handle them in the plugin settings, see Plugin settings: customer records, catalogues and actions.

Statuses and sources

Requests and tasks from a workflow are also on the Activity tab. How to handle them is explained in To do.

Reviewing a pending action

Open the ticket and the Activity tab, or expand the row in the To do list. A pending action can also appear above the ticket’s editor by itself. You see the action card with:

• the plugin icon, a summary or the name of the operation, the status chip, the source chip, a warning chip for an outdated proposal, and the time;
• the description of the operation;
• for an action that works on a record, the line Applies to with the title of that record, followed by a description such as an order number or a date. Not every action belongs to a record; in that case this line is absent;
• the AI agent’s assessment: AI judged: safe to execute (blue) or AI is not sure: check before executing (orange), followed by the reasoning;
• the AI agent’s doubts, if there are any (see below);
• the form with the action’s parameters. For a pending action you can still change them. If the action has no parameters, it says This action needs no further details.

A pending plugin action on the Activity tab of a ticket, with the AI assessment, the parameter form and the buttons Reject and Execute.

After execution, the card shows the Parameters, the Attachments used (with name, type and size) and the Result. At the bottom of every card is Created by, and where applicable Executed by and Rejected by with the time.

If an action produces files, for example a return label or an invoice, they are under Produced files. You can download them, and on the ticket send them with your next reply using Add to reply. It then says Goes with the next reply or, once the reply has gone out, Sent with a reply.

A temporary failure

If the connected system reported a temporary failure, the card shows Temporary failure with the explanation (system) reported a temporary failure. First check in (system) whether this went through after all; if not, try again. Check this in the connected system first, so that the action does not happen twice. Then click Try again if needed. The new attempt appears as its own action in the list.

What the AI was not sure about

If the AI agent set the action up while it was unsure about something, that appears below the assessment as a row of chips, with the explanation What the AI was not sure about. Check this before approving. There are six points:

If there is no chip at all, the AI agent had no doubts. That is not a guarantee: you decide.

Filling in the parameters

The form comes from the plugin itself, so which fields you see differs per action.

• If a field has a fixed list of possible values, it is a dropdown with readable labels instead of a free text field. With more than fifteen choices it becomes a search field in which you type to filter. If you cannot find a value, click Refresh the list at Not found? to fetch the list again from the connected system. On an action card with dropdowns, Refresh choice lists does that for all lists at once.
• A required field has an asterisk after its label.
• If the action asks for a file, aishaa offers the attachments of this ticket: pick one with Choose a file. For each file you see the name and the size, and Malware scan pending while the scan is still running. Files blocked by the malware scan are not in the list. If there are no files at all, it says No files of this ticket are available for this action. See Files and attachments.

Confirming an outdated proposal

A pending proposal can be overtaken by time or by the conversation. aishaa then first asks whether the content still holds, so that nobody works through a list blindly.

A proposal is outdated if:

• it is more than 24 hours old. That applies to a plugin action, a message to the customer, a WhatsApp template and a message to an external party, because their content ages (“tomorrow”, “today”).
• a new message from the customer or from an external party has come in since. That also applies to a proposal that only changes something on the ticket, such as the status, the assignment or a label.

The card then shows:

• in the header the chip (age) old (for example 30 hours or 4 days) or the chip New message since;
• the heading Proposed (age) ago. Check that the content still holds. or The conversation moved on since this proposal. Check that it still holds.;
• what happened since: New messages from the customer or an external party since: (number), the latest on (time). and Replies sent since: (number).;
• the tick box I checked the content and it still holds.

Without that tick the button is disabled. Once you tick it, the button is called Execute anyway, or Send anyway for a message to an external party, and it appears in the warning colour. If you change a parameter, that counts as confirmation; the tick box then switches on by itself. If a new message comes in after that, the confirmation lapses and you have to confirm again.

If you do not want to confirm the proposal, choose Propose again (tooltip Rejects this proposal and has aishaa look at the ticket again as it is now.). The old proposal is rejected and you see aishaa is looking at the ticket again and will make a new proposal.

If you start the action somewhere else, for example with a button in a view on the ticket, the This action is outdated dialogue appears with the same explanation and the choice Cancel, Propose again or Execute anyway.

In the To do list, the chip (age) old or New message since appears in the Created column, so that you spot outdated proposals in the list straight away. You never have to confirm requests, tasks and proposals to snooze a ticket again.

Actions that belong together

If several actions belong together, for example because the AI agent proposed them in one go for the same order, they appear in one block. Instead of the status chip, there is then a chip (number) actions. Within that block, each action keeps its own status and you decide per action whether to execute or reject it.

If the admin has had an action card built for this action, you see that card instead of the standard form, with the same buttons. See Having an action card built with Claude.

Message or WhatsApp template to the customer

A workflow or agent can also propose a message to the customer instead of a reply in the editor.

• Message to the customer: the card shows To the customer and the editable field Message, with the explanation Goes out in the conversation’s own channel, with your signature. The button is called Send.
• WhatsApp template: the card shows To the customer, on WhatsApp (or To (name), on WhatsApp) and the Template, with the explanation You can only change the values; WhatsApp approved the text. If it is a first contact, it also says First contact: their answer comes in as a new WhatsApp conversation. The button is called Send template.

A change to the ticket

If you ask aishaa on the ticket to change something about the ticket, she sets that up as a proposal. The card says what will happen, for example Status becomes (status), Assign to (name), labels added or removed, a memo on the customer, linking or merging with another ticket, or Snooze until (time). The button is called Execute.

Message to an external party

A special built-in action is the message to an external party, for example a supplier. The card shows To with the recipient, the editable field Message to the external party, possibly the chip Waits again for a reply: (number) day(s), and an explanation of whether the message is sent as a forwarded message (with the customer message below it) or as a follow-up on the existing conversation; the sender’s signature is added automatically. Instead of Execute, the button here is called Send. See also Waiting for an external reply.

Starting an action yourself

1. Open the Activity tab on the ticket and click New action.
2. Choose the action from the list. If there are several plugins, the actions are grouped per plugin; with more than six actions there is a search field Search actions. No result gives No actions match your search.
3. If the action works on a record, first choose what the action is for (see below).
4. Fill in the parameters.
5. Click Execute if you are allowed to execute the action, or Submit for approval if you are not. In the second case, the action appears as Pending in the list and a colleague with sufficient rights reviews it.

Choosing what the action is for

Not every action belongs to a record. If it does not, there is no list and you only fill in the form. If the action does work on a record, for example on an order or a file, a list with the name of that record type and the placeholder Choose which one this action is for appears above the form. The list contains the records found for this ticket.

• The form only appears once you have chosen a record. aishaa fills in the references to that record itself, so you no longer have to copy order or file numbers; those fields are no longer in the form. Whatever aishaa can take over from the record is already filled in.
• If there are no records on the ticket yet, you see This ticket has no (type) yet. Look the record up in its tab first. In that case, first open the tab for that record type and look up the record. See Records on the ticket.
• If the chosen record cannot be retrieved, you see The details of this record could not be loaded. Try again or pick another one.

If you opened a record on the ticket yourself, the list starts on that record. If you did not, it starts on the record that aishaa thinks the conversation is about. If that is not clear, the choice stays empty. Always check that the chosen record is correct before you execute the action.

If the action is executed straight away, you see Action executed.; if it is set up for approval, Action created. If no actions are available at all, it says No actions are available yet. Enable actions on a plugin connection in the settings.

Who may do what

An Organisation admin sets this in two places:

The minimum role only applies to plugin actions. A message to the customer or an external party, a change to the ticket, a request or a task can be handled by anyone from the Agent role upwards.

The Execute and Reject buttons on a pending card are always visible. If you do not have the required role, aishaa refuses the action and you see an error message.

Good to know

• A plugin action really does something in the connected system. Check the parameters before you click Execute; you cannot undo an executed action in aishaa.
• Executing an outdated proposal without the tick box does not work: even if a button is somewhere else, aishaa refuses and asks for the confirmation first.
• The same action with the same data is not set up twice: if the AI agent proposes it again while a pending version already exists, that one version stays. If aishaa improves her own proposal, the old one gets the status Replaced.
• A proposal on these cards only goes out once a colleague clicks the button. aishaa only sends or executes something by itself if a person has set it up that way: with the action mode Execute autonomously when judged safe, with a workflow that sends a message directly, or with Let it send by itself for an agent’s replies. See Trust and letting an agent send by itself.
• Plugin actions are different from follow-up actions (the internal task list with deadlines), see Follow-up actions (Ticket actions).
• New actions and status changes appear live on the tab, even when a colleague executes them.
• The old address of the Plugin actions page now opens the To do list.

Related

• To do
• Plugin settings: customer records, catalogues and actions
• Have Claude build an action card
• Have Claude build a ticket view
• Records from connected systems on a ticket
• Skills
• Waiting for an external reply
• Follow-up actions (Ticket actions)