Tell aishaa

In short: With Tell aishaa you describe in your own words what needs to change or what you want to know, for example “Return labels are now free” or “Why do we reply so formally?”. aishaa looks into it in your settings, tickets and memory, and if your instruction points to a web page, she reads that page too. She applies small, safe changes straight away; significant changes always come back as a proposal that an admin approves or rejects. If aishaa has used the web, it is always a proposal. Sometimes aishaa first asks a question back.

Where to find this

Go to Organisation > Intelligence > Changes. At the top of the page is the Tell aishaa block with an input box and the Send button. Below it, any questions from aishaa (aishaa asked back) and proposals (Waiting for your approval) appear.

Who: the Changes page is available from the Organisation admin role. A Team lead can give the same instructions via the chat (the personal conversation with aishaa or @aishaa in a group conversation), but cannot approve proposals. Instructions apply per organisation.

There are three ways into the same function:

The Tell aishaa block at the top of the Changes page with the input box, the Send button and the progress line while aishaa is working, menu Organisation > Intelligence > Changes.

Giving an instruction

1. Type your instruction or question in the Tell aishaa input box. An instruction can be up to 4000 characters long.
2. Click Send.
3. aishaa gets to work in the background. The block shows what she is doing at that moment, for example aishaa is looking through the topics, aishaa is digging through tickets, aishaa is searching what she has learned, aishaa is reading the documentation or aishaa is updating the organisation profile. This can take a minute or two; you can leave the page and come back later.
4. Afterwards you see the outcome: the change has been applied, a proposal is ready (aishaa parked this as a proposal, review it under Waiting for your approval), aishaa has answered your question, there was nothing to do, or aishaa asks a question back.

One instruction runs at a time per organisation. If you send one while the previous one is still running, you see aishaa is still working on an earlier instruction; one runs at a time. Wait until it has finished. If an instruction fails, you see That did not work; nothing was changed. Try again.

aishaa can also look on the web

If your instruction points to information on the web, aishaa reads that page as well. That can be a URL you supply yourself, but also “our website” or a supplier’s page. Examples of what you can ask:

• “Read our returns page and turn it into a rule.”
• “Our carrier’s site has new delivery times; update that.”
• “Does our text about warranty still match what our website says?”

In the block you then see progress lines such as aishaa is searching the web for ‘(search term)’ and aishaa is reading (the website). aishaa always bases a change on what a page actually says, not on a search result alone. If she cannot read the page, she says so instead of guessing.

Two rules are firm:

1. If aishaa has used the web, the run always produces a proposal. Such a change is never applied straight away, not even if aishaa considers it safe herself and not even for a field aishaa is normally allowed to update on her own. You decide.
2. The proposal names its sources. On the proposal card, in the overview of open proposals and in the details of the applied change, Sources: appears with the pages as clickable links. After approval those sources go along with the change, so later you can see where the information came from.

When you approve, you get a short note in which aishaa names the page and says what you had best check there. Check that source before you approve: aishaa treats a web page as source data and never as an instruction to her, but only a person can see whether a page really says what the proposal claims.

aishaa does not use the web for things she can also find in your settings, tickets or memory, and she does not search for new information on her own initiative.

When aishaa asks a question back

If your instruction is ambiguous, a card appears under aishaa asked back with your original instruction, aishaa’s question and the expiry date (Waits until followed by the date).

• Type your answer in the Your answer… field and click Send. aishaa then continues with your answer included.
• If you do not want to continue, click Never mind. The question disappears and nothing changes.

A question stays open for 14 days. After that it expires by itself and nothing happens. aishaa can ask a question back at most twice per instruction.

Approving or rejecting proposals

aishaa never applies significant changes herself. They are listed under Waiting for your approval, with the explanation that nothing happens until you decide and that a proposal nobody responds to expires by itself. The Changes menu item shows a badge with the number of open proposals and questions.

The Waiting for your approval block with one proposal: the original instruction, the summary, the difference per field, the Want it different? input box and the Approve and Reject buttons, menu Organisation > Intelligence > Changes.

Each proposal shows:

• who requested it: the colleague’s name, or a chip if aishaa brings it forward itself: From your website (from the weekly website check of the organisation information), Learned from sent replies (an adjustment to the writing style), Seen in the team’s replies (a notice) or Hardly used (an action that an agent keeps proposing while the team almost always lets those proposals expire);
• the organisation (only in accounts with several organisations);
• the expiry date (Waits until followed by the date);
• the original instruction, a summary and, for each change, the difference (component, field, old and new value);
• any Sources: the pages the proposal rests on, as clickable links.

You have three options:

A proposal stays open for 14 days. After that it expires and is not applied. If the configuration has changed in some other way in the meantime, you see The configuration changed in the meantime, so nothing was applied. Give the instruction again if it still applies. when approving. In that case, give the instruction again if it still holds.

Who may approve

Only an Organisation admin or Account admin of the organisation the proposal belongs to can approve or reject proposals. A Team lead can give instructions and cause proposals to be created, but cannot decide on them. If you work in an account with several organisations, you see all proposals from organisations you have access to, but you only decide on the organisations where you are an admin. If a proposal changes something for the whole account, it shows Only an account administrator can approve this: it changes settings for the whole account. The proposal stays open.

A proposal with the Hardly used chip has two buttons: Yes, turn off switches the action off for that agent; No, keep it keeps it on, and in the Want it, but it often gets it wrong? Tell us why field you can explain why. You then see It stays on.

What aishaa can change

In addition, aishaa can only read: recent changes, tickets and ticket statistics, what aishaa knows per topic, the list of AI agents with the organisation’s additional instructions, the topics from the taxonomy, the current notices and this documentation. She uses this to answer questions and to back up instructions.

What aishaa does not do

• Manage users and account settings.
• Add, change or delete knowledge documents.
• Adjust settings other than those listed above (for example workflows, skills or the permission to send by itself).
• Connect or set up channels, plugins, the website or the way of working. If you ask for that in your personal conversation with aishaa in the chat, aishaa passes your question on to aishaa’s setup, which answers in the same conversation. See Set up aishaa with the onboarding.
• Carry out business actions, such as giving a discount or refund or sending a customer a message.

aishaa answers an instruction outside this scope with an explanation or with the message that there is nothing to do.

Good to know

• Everything aishaa applies or that you approve appears in the changes feed on the same page, with the option to revert where possible. If aishaa used the web, the sources are also in the details of that change under Sources.
• A rejected or failed instruction leaves no trace in your settings.
• An instruction per topic always takes precedence over the facts aishaa has learned per topic. This way you correct outdated practice immediately. See What aishaa knows.
• Questions from aishaa and proposals expire after 14 days. If a proposal expires, nothing is applied.
• Instructions via the chat and via Claude or ChatGPT end up on the same Changes page and follow the same approval rules.

Related

• Changes and reverting
• aishaa in chat: instructions and proposals
• Connect aishaa to Claude or ChatGPT (MCP)
• Organisation information
• Writing styles
• AI agents
• No reply needed and silent conversations
• What aishaa knows
• Notices
• Roles and permissions