aishaa in chat: instructions and proposals

In short: In the aishaa conversation you talk directly to aishaa about your way of working. You ask a question about your settings or describe in plain language how your customer service should work. aishaa looks into it and replies in the conversation. A far-reaching change comes back as a proposal card, which an Organisation admin approves or rejects. This is the same function as Tell aishaa on the Changes page, but in a conversation. If your question is about one ticket, use aishaa on this ticket.

Where to find this

The aishaa conversation is in two places, with the same content:

• In the dock at the bottom right of the screen, in the bar on the left-hand side, with the aishaa logo. See The dock: aishaa, chat and Now.
• On the Chat page, at the top of the conversation list, with the text Tell aishaa how to handle your customer service.

You can also make aishaa a member of a group conversation and address it there with @aishaa.

Who: from the Team lead role. A Team lead can give instructions and ask questions. Only an Organisation admin or Account admin of the organisation the proposal belongs to can approve or reject proposals.

Instructions apply per organisation. The aishaa conversation belongs to the organisation you currently have active; if you switch organisation, you see a different conversation with aishaa. A group belongs to the organisation in which aishaa was added to the group.

The aishaa conversation in the Chat menu: an instruction from the user, below it aishaa’s reply with a proposal card (heading Proposal, chip Awaiting approval, the change with old and new value, the Expires line with a date and the Reject and Approve buttons).

The aishaa conversation

1. Open the aishaa conversation, in the dock or on the Chat page.
2. Type your instruction or question in the Write a message… field and send it with Enter or the Send button. A message can be at most 4000 characters long.
3. aishaa is working… appears below the conversation, sometimes followed by what it is looking at right then. This can take a minute or two. In the meantime you can open other conversations or leave the page; the reply appears in the conversation automatically.
4. aishaa replies with an ordinary message, with a question (aishaa asks) or with a proposal card (Proposal).

Examples of what you can send: “Return labels are free from now on”, “Why are our replies so formal?” or “How many tickets about delivery did we get last week?”.

Everything in this conversation goes to aishaa. You cannot attach files or add emoji reactions here, and you cannot edit or withdraw messages here either. Only you can see this conversation. aishaa’s messages can contain formatting, such as bold words, lists and tables.

If you are the owner of an onboarding that is still running, aishaa answers your messages in this conversation as part of the onboarding, sometimes with cards on which you click a choice. See Setting up aishaa with the onboarding.

aishaa’s replies

A question from aishaa stays open for 14 days. If you do not answer, the question lapses automatically. aishaa asks a question back at most twice per instruction; after that it completes the instruction with what it knows.

The proposal card

A proposal card has the heading Proposal and a status chip. Below that is the reason why the change is first submitted for approval. For each change you see the part it concerns, a short summary and, where possible, the old value and the new value.

These are the fixed reasons that can appear on a card:

• Changes to instructions, topic rules, the writing style or conversation settings always need your approval first.
• A colleague maintains one of these details, so the change needs your approval first.
• This proposal is based on information from the web. Check the sources before you approve it.
• This changes how aishaa treats customers, so a colleague approves it first.
• aishaa would like someone to look at this before it takes effect.

If the proposal touches something that has been locked, the lock message appears on the card (see Lock configuration). A reason aishaa wrote itself appears word for word.

The card is always up to date. If someone decides on the proposal elsewhere (on the Changes page, in another conversation or via a connected AI assistant), the status on the card changes accordingly.

Approving or rejecting

An open proposal card has the buttons Reject and Approve. You only see these buttons if you are an Organisation admin or Account admin of the organisation the proposal belongs to. A Team lead sees the card, but without buttons.

If a proposal touches settings of the whole account (for example the instructions of an agent or the working method at account level), only an Account admin can approve it. An Organisation admin then gets no Approve button; the proposal stays open until an Account admin decides.

• Approve makes the change straight away. The status becomes Approved.
• Reject makes no change. The status becomes Rejected. When you reject from the chat, you do not give a reason; if you want to explain to aishaa why not, you can do so on the Changes page (see Tell aishaa).

Approved changes appear in the changes feed on the Changes page and can be reverted there where possible.

Refining a proposal

Want it done differently? Reply to the proposal card. Below an open card is the hint Reply to this card to have aishaa revise the proposal.

1. Click Reply on the proposal card.
2. Type what should be different, for example “Make the tone a little less formal”.
3. Send the message.

aishaa adjusts the proposal using what it had already worked out. The new proposal appears as a new card; the old card gets the status Superseded. If you reply to a card that has already been decided or has expired, aishaa treats your message as a new instruction.

aishaa in a group conversation

You can let aishaa take part in a group. Colleagues then see the question, the answer and any proposals together.

1. Open the group conversation and click the three-dot menu at the top right.
2. Choose Add aishaa to this group. You see this option from the Team lead role.
3. In a message, type @aishaa followed by your question or instruction. aishaa appears as a choice in the list of mentions as soon as it is a member.

A group conversation in the Chat menu with aishaa as a member: a message with @aishaa, the aishaa is working… indicator below the conversation and then aishaa’s reply.

This is how it works in a group:

• Only a message containing @aishaa goes to aishaa. All other messages in the group are ordinary chat, even if aishaa is a member.
• To use @aishaa, you need the Team lead role or higher yourself in the group’s organisation.
• aishaa uses up to 50 recent messages from the group as context for your question.
• aishaa’s reply appears in the group for all members. A proposal card in a group works the same as in the aishaa conversation: admins of that organisation see the Reject and Approve buttons.
• To refine a proposal in a group, reply to the proposal card with a message that contains @aishaa. To answer a question from aishaa, reply to the aishaa asks message with @aishaa in it. In a group, aishaa only links your message to the card through such an explicit reply.
• Choose Remove aishaa from this group in the three-dot menu to remove aishaa again. @aishaa then no longer works in that group and aishaa no longer reads along. You can add it again later.

What aishaa can and cannot change

Via the chat, aishaa can do the same things as via Tell aishaa on the Changes page:

• update the organisation information (short description, locations, availability and contact options);
• adjust the writing style per channel;
• adjust the conversation settings (No reply needed for email and WhatsApp, Silent conversation after (days) and the Inbox counter);
• adjust the General instructions of an AI agent;
• record or withdraw a topic rule for a single support area or query pattern. Such a rule takes precedence over what aishaa has learned from tickets itself (see What aishaa knows);
• propose a notice: a short fact that applies for a while, such as a delayed delivery or a closing day. Such a notice is then ready on the dashboard and only takes effect once someone accepts it with one click (see Notices);
• revert an earlier change.

In addition, aishaa can read recent changes, tickets and ticket statistics, what it has learned from handled conversations, the AI agents, the topics and the notices, and this documentation, to answer your questions.

If you ask something in your own aishaa conversation about setting up aishaa, such as connecting email, WhatsApp or telephony, plugins and the software you use, the website, the field of work or the working method, aishaa passes your question on to the onboarding. The answer simply appears in the same conversation. See Setting up aishaa with the onboarding. In a group conversation this does not happen.

Via the chat, aishaa cannot: manage users or account settings, add or change knowledge documents, adjust workflows, skills or channels, or carry out business actions such as giving a discount, making a refund or sending a customer a message. aishaa refuses such an instruction with an explanation.

Changes to agent instructions, topic rules, the writing style and conversation settings always come back as a proposal. The same applies to a field of the organisation information that a colleague manages. The full description is in Tell aishaa.

Good to know

• Per organisation, one instruction runs at a time, whether it comes from the chat, the Changes page or a connected AI assistant. If you send a message while aishaa is still busy, you see aishaa is still working on the previous instruction. Wait for the outcome before sending more. In the aishaa conversation, the Send button is then disabled; in a group, your message simply stays as a chat message.
• Proposals and questions from aishaa expire after 14 days. An expired proposal is not carried out.
• A rejected or failed instruction leaves no trace in your settings.
• aishaa remembers rejected proposals for a while, so that it does not keep proposing the same thing.
• All proposals, including those from the chat, are also listed under Waiting for your approval on the Organisation > Intelligence > Changes page. Admins can also decide there and give a reason for rejection.
• If you are not active in aishaa, you get a push notification when aishaa replies in the aishaa conversation, provided push notifications are switched on. See Notifications.
• The aishaa conversation is about how your customer service should work, not about one ticket. Ask questions about a ticket you have open in the thread on that ticket; see aishaa on this ticket. If you ask there for a lasting working agreement, the proposal appears in that thread and the same rules apply as here.
• The aishaa conversation is not meant for questions to the aishaa team. Use the aishaa support conversation for that. See Reach the aishaa team.

Related

• Tell aishaa
• aishaa on this ticket
• The dock: aishaa, chat and Now
• Internal chat
• Changes and reverting
• Connect aishaa to Claude or ChatGPT (MCP)
• Roles and permissions
• What aishaa knows
• Notices
• Setting up aishaa with the onboarding
• Lock configuration