Documentation / AI configuration
Turn AI analyses on or off
In short: For each organisation, the Allow AI analyses setting determines whether aishaa processes incoming tickets. If the setting is off, no customer text is sent to the AI any more and aishaa creates no proposals or summaries and workflows do not respond to understood messages; the weekly check of your website also stops. The aishaa team switches this setting on or off for you. Separately, aishaa sometimes pauses the analysis of a single ticket; you resume that yourself with Analyze anyway.
Where to find this
The Allow AI analyses setting belongs to the general settings of the organisation (Organisation > General) and applies to that one organisation. You cannot change the setting yourself. If you want to switch AI analyses off or back on for an organisation, contact the aishaa team via the aishaa support chat in aishaa (menu Chat, conversation aishaa support) or via support@aishaa.nl.
You see the pause for a single ticket in the open ticket, above the composer, as the No AI draft notice.
Who: the request to switch AI analyses off or on is made by an Organisation admin. Analyze anyway and Run analysis again can be used by anyone who handles tickets, from the Agent role.
What stops when AI analyses are off
With AI analyses off, nothing happens automatically any more with the content of tickets for that organisation:
| Part | With AI analyses on | With AI analyses off |
|---|---|---|
| Processing of new messages | aishaa reads and understands every new customer message, decides whether a reply is needed, and the organisation’s workflows get to work. | Nothing. The ticket comes in without a proposal and without a topic. |
| Composer | The agent’s proposal is ready in the editor. | The editor is empty. You write your reply yourself or use a macro. |
| Run analysis again and Analyze anyway | The agent looks (again) at the last message and writes a proposal. | Does nothing: even a manually started analysis is not carried out. You do not get a notification about this. |
| No reply needed and silent conversations | aishaa assesses the need for a reply on arrival and after silence. | No assessment; the workload does not change. |
| Workflows on an understood message (for example sorting, assigning, an acknowledgement of receipt and replies) | Start as soon as aishaa has understood the message. | Do not start, because there is no understood message. See What are workflows. |
| Weekly website check for Organisation information | aishaa reads your website every 7 days and updates the fields or makes a proposal. | Stops. The fields stay as they are. |
| Conversation memory and customer profile | aishaa updates the conversation memory and What aishaa knows about this customer after every conversation. | Not updated automatically. Only Rebuild on the customer profile still lets aishaa create a profile; do not use it if you specifically do not want to send customer text to the AI. |
What keeps working as normal:
- Tickets come in, are linked to the right conversation and get the status Open; email, WhatsApp and telephony keep working.
- You can reply yourself, use macros, add labels, assign, snooze, merge and do everything else that does not depend on the AI.
- Existing proposals, summaries and what aishaa knows per topic are kept. If you switch AI analyses back on later, aishaa continues with new messages; tickets that came in during the meantime are not processed retroactively.
- Translating messages and proposals still works; that goes through a separate translation service and not through the AI analysis.
When to use this
Switching AI analyses off is a blunt measure for exceptional situations, for example:
- You do not (yet) want to send customer text to the AI provider for an organisation, for example during a privacy assessment. See Data protection in aishaa.
- An organisation is only used to receive and archive email, without any replies being needed.
- An organisation has been taken out of use but must still be able to receive incoming messages.
If you only want less from aishaa, choose a more targeted setting instead of switching AI analyses off:
| What you want | Use instead |
|---|---|
| No sensitive numbers sent to the AI | Redact sensitive identifiers for external AI in Account > Account settings, section Policy. |
| No transcription of voice messages | Switch off Transcribe WhatsApp voice messages, same Policy section. |
| No proposal, but still a judgement on whether a reply is needed | That already happens automatically: for a message that needs no reply, aishaa writes no proposal. See No reply needed and silent conversations. |
| No acknowledgement of receipt, no replies or no sorting | Pause or adjust the workflow that does it. See What are workflows. |
| No AI for certain customers | A customer group with AI analysis switched off: aishaa then only makes their messages readable and does nothing else with them. See Customer groups. |
| Temporarily stop using an AI agent | Switch the agent off with the Enabled switch on Account > Agents. See AI agents. |
Analysis of a single ticket: paused and resumed
Even when AI analyses are on, aishaa pauses the automatic analysis of a single ticket in a few situations. You then see the No AI draft notice above the composer with the text Automatic ticket analysis is paused. followed by the reason, and the Analyze anyway button. The reason is also shown on the Timeline tab as AI analysis disabled. Reason: followed by the reason.
The composer of an open ticket with the No AI draft notice, the text Automatic ticket analysis is paused with the reason, and the Analyze anyway button.
| Situation | What aishaa does |
|---|---|
| The message is an automatic system email, for example a bounce message or a message from a no-reply address. | The analysis of this ticket is paused. |
| The customer has sent 10 messages without a colleague replying. | The analysis is paused until a colleague replies or resumes the analysis manually. This stops aishaa from endlessly rewriting proposals for a conversation nobody is picking up. |
| The message is too large to process. | The analysis of this ticket is paused. |
| aishaa has stopped processing this ticket itself. | You see a notice that the AI analysis has stopped and that you can reply yourself. Skipped work is not carried out again automatically and the Analyze anyway button is not shown. The pause ends by itself if the customer writes again after 24 hours. If the ticket stays without a proposal, contact the aishaa team via the aishaa support chat in aishaa (menu Chat, conversation aishaa support) or via support@aishaa.nl. |
To resume the analysis of a paused ticket:
- Click Analyze anyway in the notice. aishaa lifts the pause. If aishaa has not processed the last message yet, she starts from the beginning (reading, understanding, workflows); otherwise the agent looks at its work on that message again. On the Timeline tab you see AI analysis started.
- Or click Run analysis again in the top bar (aishaa looks at her work on the latest message again and picks up where she was.). Under Extra instructions (optional) you tell her what to do differently.
- Or send a reply yourself. As soon as your reply has been sent, aishaa lifts the pause (timeline entry AI analysis enabled.) and analyses the next customer message automatically again.
Analyze anyway is not available if the last message in the ticket is from a colleague (there is nothing new to analyse) or if you are viewing the ticket in spectator mode. The cross closes the notice without doing anything; it comes back when you open the ticket again.
Good to know
- There is no switch to turn off the AI manually for a single ticket. If you do not want to use the proposal for one ticket, clear it with Clear AI answer. A proposal only goes out without a colleague if someone lets the agent send by itself on that topic; see Trust and letting an agent send by itself.
- There is no setting to switch off the AI for one channel or one sender. The Allow AI analyses setting applies to the whole organisation. For certain customers it is possible: put them in a customer group with AI analysis switched off (see Customer groups).
- If AI analyses are off, a snooze with Let aishaa pick this up when the snooze ends cannot be carried out: aishaa does not start an analysis in that case either.
- The setting covers the processing of tickets and the website check. Tell aishaa on the Changes page, the internal chat with aishaa support and the connection with Claude or ChatGPT are separate from it and keep working.