Documentation / AI configuration
Organisation information
In short: On the Organisation information page you record the brand name your organisation presents itself under, what it is and does, where it can be found, when it can be reached and how customers can get in touch. At the bottom you give additional instructions that apply to this organisation only. aishaa uses that information in her responses. If you enter a website URL, aishaa checks every week whether the facts are still correct and either keeps the fields up to date or makes a proposal.
Where to find this
Go to Organisation > Intelligence > Organisation information. At the top of the page you choose the organisation whose information you are managing.
Who: from the Organisation admin role. The information applies per organisation.
The Organisation information page with the sections Brand name, Website, Organisation brief and Organisation facts, and next to each facts field the chip AI keeps this up to date or Managed by you.
How aishaa uses this information
The page explains it itself: The brief is included in every AI response when filled in. Location, availability, and contact facts are added only when relevant to the customer request.
So keep the fields factual. Policies, working methods and writing instructions do not belong here; for those you use the instructions of the AI agent, the writing styles and the topic rules (see What aishaa knows).
Brand name
The first section on the page is Brand name, with the Brand name field (up to 255 characters) and the help text The name this organisation uses towards its customers. Leave empty to use the organisation name. Instructions refer to it with {{organisation_name}}.
- If you leave the field empty, aishaa uses the name of the organisation. The field shows that name as grey example text.
- If you do fill it in, that is the name aishaa uses towards customers. Useful if the organisation is called something else in aishaa than the brand you present to the outside world.
- In the instructions of an AI agent and in the additional instructions below, you refer to the brand name with the variable for the organisation name. That way one agent can serve several brands, see AI agents.
aishaa never takes the brand name from your website itself. It is always your own choice, and a change does appear in the history at the bottom of the page.
The fields
| Field | Section | Maximum length | What you enter |
|---|---|---|---|
| Brand name | Brand name | 255 characters | The name the organisation presents itself under to customers. Empty means the organisation name. |
| Website URL | Website | 2048 characters | Your public website. aishaa reads it to keep the information on this page up to date automatically. |
| Brief | Organisation brief | 2000 characters | 5 to 10 factual sentences about what the organisation is, what it does and who it is for. No working methods, policies or writing instructions. |
| Locations | Organisation facts | 4000 characters | Public locations, visitor information, showrooms, collection options and addresses. |
| Availability and opening hours | Organisation facts | 4000 characters | Opening hours and the days or times when the organisation, its services or telephone support are available. |
| Contact options | Organisation facts | 4000 characters | Phone numbers, email addresses, websites and departments customers can contact. |
| Additional instructions | Additional instructions for aishaa | 8000 characters | Rules that apply to this organisation only, on top of the account’s agent. |
Under Brief, the three facts fields and Additional instructions you see a counter showing the number of characters used. Click Save after editing.
The opening hours you enter here as text are meant for the AI responses. The opening hours aishaa calculates with, for example when a workflow checks whether a message came in within opening hours, are set separately, see Opening hours.
Who manages a field: you or aishaa
Under Brief, Locations, Availability and opening hours and Contact options there is a chip showing who manages the field:
| Chip | Meaning |
|---|---|
| AI keeps this up to date | aishaa may update the field herself based on your website. |
| Managed by you | You manage the field. aishaa does not change it herself, but at most makes a proposal. |
The rules:
- As soon as you edit a field by hand and save it, it becomes Managed by you.
- To hand management back to aishaa, click Let AI manage this field next to the field. The chip changes back to AI keeps this up to date and the line Field released to AI appears in the history.
- The date and time of the last change are shown next to the chip.
The weekly website check
If Website URL is filled in (or if there is a webshop integration), aishaa reads your website every 7 days and compares what she finds with the fields on this page.
- aishaa updates a field with AI keeps this up to date straight away. The change is recorded in the history as Updated automatically by AI, with the source pages.
- aishaa does not change a field with Managed by you. Instead she prepares a proposal in the Suggestions from your website section. There is at most one open proposal per field; if aishaa finds something new a week later, it replaces the open proposal.
The website check only runs if AI analysis is switched on for the organisation, see Turn AI analyses on or off.
Reviewing suggestions
The Suggestions from your website section only appears when there are open proposals. The text above it reads: AI found information on your website that differs from these fields. Review each proposal below; nothing is changed without your approval.
For each proposal you see:
- the field it concerns and when aishaa made the proposal;
- the reason why aishaa is proposing a change;
- Current value and Proposed value (long texts are shown shortened);
- Sources: the pages on your website where aishaa found the information.
- Click Accept to adopt the proposed value. The field is updated immediately.
- Click Reject to discard the proposal. Nothing changes.
The Suggestions from your website section with a proposal: current value, proposed value, sources and the Accept and Reject buttons.
Additional instructions for aishaa
Below the facts fields is the Additional instructions for aishaa section with the Additional instructions field (up to 8000 characters) and the help text Rules that apply to this organisation only, on top of the account’s agent. Leave empty when the agent already says it all.
Use this field for behaviour that differs per organisation, for example a different returns period or a fixed sign-off. The instructions of the AI agent apply to the whole account; what you put here is added on top of that for conversations of this organisation. See AI agents.
Below the field is the Insert variable: bar with the Organisation name chip. One click puts the variable where your cursor is. The tooltip explains: aishaa fills in the brand name of the organisation the conversation belongs to. If you type something between double curly brackets yourself that aishaa does not know, the warning aishaa does not know (the variable); it stays in the text exactly as written. appears.
The Additional instructions for aishaa section with the Additional instructions field, the character counters and the Insert variable bar with the Organisation name chip.
You manage this field yourself. aishaa takes nothing from your website for it and puts nothing in it without your approval; a change does appear in the history at the bottom of the page.
History and reverting
At the bottom you find Changes and history, with the number of changes in brackets. You see 10 changes at a time; Load more fetches the next 10. If nothing has been changed yet, it says No changes recorded yet.
For each change you see who or what made it:
| Label | Meaning |
|---|---|
| Updated automatically by AI | aishaa updated the field after the website check. |
| Earlier value restored | Someone restored a previous value. |
| Field released to AI | Someone handed management of the field to aishaa. |
| Name of a colleague | That colleague edited the field by hand or accepted a proposal. |
You also see a short summary of the change, the new value and any source pages. Changes that can be reverted show the Restore previous value icon. Click it to restore the value from before that change; this appears as a new Earlier value restored line.
Locking the page
At the top of the page is the Lock button. If you lock the organisation information, nobody can change the fields or restore an earlier value any more, not even aishaa or the assistant, and the weekly website check no longer updates the fields. Only an Account admin can unlock it. See Lock configuration.
Editing at the same time
If a colleague edits the same page while you are saving, you see the message This page was changed in the meantime. The latest values have been reloaded; please review and save again. Your changes have not been saved in that case. Check the reloaded values, make your change again and save once more.
Good to know
- You can also have the four text fields adjusted by asking aishaa, see Tell aishaa. For a field with Managed by you, such a change always comes back as a proposal that you approve first.
- All changes to this page, by your team and by aishaa, also appear in the Changes overview, see Changes and reverting.
- There is no way to have aishaa read websites other than your own website URL. If you want to give aishaa more source material, use Knowledge documents.
- The organisation information applies per organisation. If your account has several organisations, fill in the page for each organisation.