Catalogues of a connection
In short: A catalogue is a collection of records that a connected system offers in searchable form, for example a product catalogue, a price list or a list of parts. aishaa keeps that copy up to date and can search it. For each catalogue you decide whether an agent may search it. You find the catalogues under the connection on the plugin page.
Where to find this
Go to Organisation > Plugins, click the integration’s card and look for the Connected accounts block. If the integration supplies catalogues, you will find the Catalogues block there, with the explanation: Data this system offers for searching, kept up to date by aishaa. On: an agent searches it itself whenever a question needs it.
Who: from the Organisation admin role. The choice applies per catalogue, within the organisation. If the connection is shared with the whole account, only an Account admin can change the choices; for others, the drop-down list and the button are read-only.
If the integration does not offer any catalogues, the block is not there.
The Catalogues block under a connected account on the plugin page, showing for each catalogue the name, the status chip, the line with the number of records and the date, the Searchable drop-down list and the Sync now button.
What a catalogue is
A catalogue is not customer data. It consists of the records your system shows to everyone: products, item numbers, descriptions, codes, prices. aishaa retrieves those records periodically and stores them in searchable form, so the AI can answer a question such as “do you still have this part” without first having to look up the customer.
The difference from a connection’s customer data: customer data is retrieved per ticket for the customer who raised the ticket, while a catalogue is independent of the customer and is kept up to date as a whole.
The Searchable choice
Each catalogue has the Searchable drop-down list.
| Option | Meaning |
|---|---|
| Off | aishaa does not use this catalogue: it is not searched and you cannot start a sync. |
| On | aishaa keeps the catalogue up to date and an agent searches it itself whenever a question needs it, for example when a customer asks about a product or a code. |
The choice is saved immediately. If a catalogue is set to Off, the line with the number of records disappears and the Sync now button is not available.
Sync now
aishaa keeps a catalogue up to date by itself. If you do not want to wait, for example because you have just made a large price change, click Sync now. You see the message The sync starts shortly.
The button is not available if the catalogue is set to Off, if a sync is already running or scheduled, or if the connection is read-only for you.
The status of a catalogue
There is a status chip next to the catalogue’s name.
| Status | Meaning |
|---|---|
| Up to date | The last sync succeeded. |
| Syncing | aishaa is retrieving the records right now. |
| Sync scheduled | A sync is ready to start, for example because you have just clicked Sync now. |
| Retrying later | Something went wrong; aishaa waits and tries again by itself. You do not need to do anything. |
| Check the connection | aishaa cannot get into the system. Check the connection, and restore it with Reconnect if needed. |
| Stopped after repeated failures | It went wrong too many times in a row; aishaa has stopped trying. Fix the cause and start again with Sync now. |
| Off | The catalogue is set to Off. |
As long as the catalogue is not set to Off, the line (number) records, last updated (date and time) appears under the name. If it has never been synced, it shows never instead of the date.
What happens when a sync fails
If the last sync failed, you see Last sync failed: in red, followed by a short code. The previous, successful copy remains usable: aishaa keeps searching the last retrieved records until a sync succeeds again. So you lose nothing, but the data can become out of date.
aishaa then tries again by itself (Retrying later). If it keeps going wrong, aishaa stops trying (Stopped after repeated failures) and you have to start it again yourself. If you cannot solve it, note the code and contact the aishaa team via the aishaa support chat in aishaa (menu Chat, conversation aishaa support) or via support@aishaa.nl.
Searching a catalogue on the ticket
If a ticket has a tab with records from a catalogue, that tab contains one search bar with the placeholder Search by description, name or code and the Search button.
- As long as you have not searched, it shows: Search this catalogue to list records here; the AI searches it on its own.
- After searching, Results for ‘(search term)’ appears above the list.
- If nothing is found, you see No records match ‘(search term)’.
Click a row to retrieve the details. See Records on the ticket.
A tab with records on an open ticket, with the Search by description, name or code search bar, the Search button and the Results for line.
Good to know
- A catalogue contains no customer data. It consists of the records your system itself offers as a searchable list.
- If you set a catalogue to Off, the AI can no longer search it and the search function for that catalogue disappears from the ticket.
- A new catalogue is set to On by default.
- For an agent, searching a catalogue is a tool of the integration. So an agent only uses it if it has that integration’s skill. You can turn off searching a catalogue for an agent, even if the catalogue is set to On here. See Plugin settings: customer data, catalogues and actions.
- Which catalogues an integration offers is fixed per integration. If you want one that is not there, contact the aishaa team via the aishaa support chat in aishaa (menu Chat, conversation aishaa support) or via support@aishaa.nl.
- The catalogues are separate from the Customer records and Actions settings of the same integration. See Plugin settings: customer data, catalogues and actions.