Documentation / AI configuration
Writing styles
In short: A writing style describes how aishaa words things: tone, structure, form of address and presentation. You set exactly one profile per channel. That is either the shared profile of the account or the organisation’s own profile. Profiles are never combined. Once a month aishaa proposes an updated profile based on how your team actually writes; it only takes effect once someone approves it.
Where to find this
Go to Organisation > Intelligence > Writing styles. At the top you choose the organisation. The page has one tab per channel: Email and WhatsApp.
Who: from the Organisation admin role. Only an Account admin can change the account profile; an Organisation admin can see it, with the message You can view this shared profile, but only account administrators can change it.
The Writing styles page with the Email tab open: at the top the Account profile section with the text field, below it the Organisation profile section with the two radio buttons and the Copy account profile button.
How profiles work
The page sums it up: Each channel uses exactly one profile: either the organisation account profile or its own organisation profile. Profiles are never merged and never fall back to another channel.
This means:
- A profile applies per channel, not per language. aishaa writes in the customer’s language and applies the channel’s style to it.
- The Email profile has no effect on WhatsApp, and vice versa. Fill in both tabs.
- If an organisation chooses its own profile, the account profile is no longer used at all for that channel.
- Facts, policies, working methods and business decisions do not belong in a writing profile. For those you use the General instructions of the AI agent (see AI agents) and the knowledge sources.
The account profile
At the top of each tab is the section Account profile: followed by the name of the account. The Organisation account writing profile field has room for up to 4000 characters, with a counter. The help text: Describe concrete preferences for wording, tone, structure and presentation. Do not include facts, policies, workflows or business decisions.
- Edit the text (Account admin only).
- Note the warning Changes affect every organisation that inherits this channel profile.
- Click Save account profile.
The organisation profile
Below that is the section Organisation profile: followed by the name of the organisation. Choose one of the two options:
| Option | Meaning |
|---|---|
| Use the account profile from (account) | The organisation uses the shared account profile for this channel. You see the confirmation The profile from (account) is the only profile used for this channel. |
| Use a separate profile for (organisation) | The organisation uses its own profile. The Organisation writing profile field appears (up to 4000 characters). |
To set up your own profile:
- Choose Use a separate profile for (organisation).
- Optionally click Copy account profile to use the text of the account profile as a starting point.
- Adjust the text.
- Click Save organisation choice.
If you leave your own profile empty, you see the warning An own profile is selected but is empty. No organisation-specific writing profile will be sent for this channel. aishaa then writes without a writing profile for this channel; she does not fall back to the account profile.
If you temporarily switch back to the account profile, your own text is kept. If you choose your own profile again later, the text is still there.
A writing style that aishaa learns from sent replies
A profile you write by hand drifts out of step with how the team actually writes after a while. That is why, once a month (on the 2nd), aishaa reads the replies the team sent in the last 60 days, per organisation and per channel. This only happens if the team sent at least 30 replies via that channel in that period.
aishaa looks at:
- at most 120 replies sent by the team;
- how colleagues changed its proposals, for example shorter, more direct or with fewer questions to the customer;
- the profile that currently applies to the channel;
- the effect of the last change to that profile (if it was at most 180 days ago): whether things got better or worse afterwards. With fewer than 15 replies before or after the change, aishaa does not assess that effect yet.
It writes a profile in the organisation’s language that describes how the team writes, with measured lengths and general example sentences, without facts from cases, names of colleagues or business rules.
The result is a proposal. It is shown on the Organisation > Intelligence > Changes page under Waiting for your approval, with the origin Learned from sent replies and a summary of the most important changes. Nothing changes until someone approves the proposal. There is at most one such proposal open per channel. A locked profile stays locked. See Changes and reverting.
Locking a writing profile
Above each profile is the Lock button. You lock the account profile and the organisation profile separately, per channel. While the lock is on, nobody can change the text or the choice between the account profile and your own profile, not even aishaa or the assistant. Only an Account admin can unlock it. See Lock configuration.
Good to know
- You save each tab separately. Changes on the Email tab have no effect on WhatsApp.
- If a colleague saves the same profile at the same time, your change is refused and the page reloads the latest text. Make your change again in that case.
- You can also have the writing style adjusted by asking aishaa (see Tell aishaa). Such a change always comes back as a proposal that an Organisation admin approves.
- Changes to writing styles appear in the Changes overview, where you can also revert them, see Changes and reverting.
- There are no writing styles per language, per AI agent or per topic. If you want something different for a particular topic, use a topic rule via Tell aishaa.
- Tone and wording are not facts. What a colleague changes about the tone of a proposal, aishaa learns in the writing style, not in What aishaa knows.