aishaa does not create a proposal

In short: Normally there is a proposal from aishaa in the composer shortly after a customer message comes in. If it is missing, the ticket usually tells you why: aishaa is still busy (aishaa is analyzing), aishaa decided a reply was not needed (No draft created), or automatic analysis has been paused for this ticket (No AI draft). Other causes are a workflow that does not answer this message, the status Draft or Closed, a faltering live connection, a proposal you cleared yourself, or AI analyses being switched off for the whole organisation. In almost all cases you can still get a proposal with Analyze anyway, Handle anyway or Run analysis again.

Where to find this

Open a ticket via Tickets. The composer is below the conversation; the notices about the proposal are directly above the editor. The Run analysis again button is on the right of the ticket’s top bar. The timeline of the AI analysis is in the Timeline tab to the right of the conversation.

Who: from the Agent role. Everything in this article applies per ticket, except the organisation-wide setting for AI analyses.

First look at what the ticket says

Look above the editor. You will see one of these three situations, or nothing.

Then check the Timeline tab if needed. For each analysis it shows AI analysis started., AI analysis completed. or AI analysis failed., and for a pause AI analysis disabled., possibly with Reason:.

The analysis is still running or waiting for bundling

As soon as a customer message comes in, aishaa starts the analysis. The aishaa is analyzing bar then appears above the composer with the current step, for example Understanding the customer’s question, Gathering the most relevant information or Writing a suitable answer. The proposal appears in the editor automatically as soon as aishaa is finished; you do not need to refresh the page.

The aishaa is analyzing bar above the composer with the current step, for example Gathering the most relevant information.

Two things to know about the wait:

• WhatsApp messages are bundled. For WhatsApp, aishaa waits a configurable number of minutes after the customer’s last message, so that messages sent in quick succession are analysed together. That waiting time is set in the account settings under Wait before analysing WhatsApp messages (minutes) (0 to 10 minutes). While it waits, you do not see a bar yet. For email the analysis starts immediately.
• An analysis is usually finished within a few minutes. If the aishaa is analyzing bar disappears after a few minutes without a proposal appearing in the editor, the analysis has probably failed, or no workflow answers this message (see further on). The Timeline tab then shows AI analysis failed. Click Run analysis again in the top bar (see below). If it fails again, report it to the aishaa team with the ticket number.

If the customer sends a new message while aishaa is busy, aishaa continues with the newest message. A proposal on the earlier message is then set aside.

aishaa decided: no reply needed

If aishaa sees the last customer message as a closing message (“thanks!”), a delivery of information, an automatic notification, a conversation that continues elsewhere or an unwanted message, aishaa deliberately does not write a proposal. Above the editor you see No draft created with the reason, and in the top bar the No reply needed chip.

• If you agree, click Correct, nothing needed. The ticket becomes Answered.
• If you want to reply after all, click Handle anyway. aishaa continues its work on this message and still writes the safest usable reply. You can also type a reply yourself straight away.

Everything about this verdict, the reasons and the ways of working is in No reply needed.

Automatic analysis is paused for this ticket

If the editor shows No AI draft with Automatic ticket analysis is paused. followed by a reason, aishaa has stopped automatic analysis for this one ticket. New customer messages on this ticket then no longer get a proposal until you start the analysis manually. The reason is shown with it.

The No AI draft notice above the composer of a ticket with the text Automatic ticket analysis is paused. followed by the reason, and on the right the Analyze anyway button.

This is how you still get a proposal:

1. Click Analyze anyway in the notice. aishaa analyses the ticket and switches automatic analysis for this ticket back on, so that subsequent customer messages get a proposal again too.
2. If the Analyze anyway button is not there because the last message is from a colleague, use Run analysis again in the top bar once the customer has responded again, or type a reply yourself.
3. The cross on the right of the notice hides the notice for now; the pause remains in place.

For a message that is too long, analysing again usually makes no sense. Reply to the message yourself, or ask the customer to send the question again briefly.

Processing of this ticket has been temporarily stopped

There is one variant of this notice without the Analyze anyway button: the text then says that AI analysis has stopped for this ticket and that you can reply yourself. In that case aishaa has temporarily stopped processing this ticket itself. You cannot start the analysis manually and Run analysis again does not help either.

• Reply to the ticket yourself; everything except the proposal works as normal.
• The pause ends by itself: if a new customer message arrives on this ticket 24 hours or more later, aishaa analyses it again.
• If you want a proposal sooner, or you see this on many tickets at once, contact the aishaa team via the aishaa support chat in aishaa (menu Chat, conversation aishaa support) or via support@aishaa.nl. State the ticket number and the time.

Other causes

If there is no notice above the empty editor, look at these causes, in this order.

No workflow answers this message

After aishaa has read and understood it, every customer message goes through your organisation’s workflows. Only a workflow with a step in which an agent writes the reply produces a proposal. If a message gets no proposal while there is nothing above the editor, check:

• whether there is an active workflow that answers customer messages. An organisation automatically gets a starter workflow with its first message. If that has been paused or deleted and there is no other answering workflow, messages get no proposal;
• whether the conditions of that workflow fit this message, for example a channel, a topic or opening hours;
• whether the workflow failed on this message. You see that in the runs of the workflow, and on the ticket in the line above the composer or on the workflow’s tab.

You manage workflows under Account > Workflows (from the Organisation admin role). See Answering customer messages with workflows and Following runs and catching errors. In the meantime you can always reply yourself, or use Run analysis again to ask the agent of the conversation for a proposal.

The ticket has the status Draft

A ticket you created yourself via Create in the ticket overview has the status Draft until you have sent the first message. There is then no customer message to reply to yet, so aishaa does not write a proposal and the top bar is largely disabled. Write the first message yourself and send it. As soon as the customer responds, aishaa can create a proposal. See Creating a ticket yourself.

The ticket is Closed

On a ticket with the status Closed, the composer is disabled and there is no proposal. If you still want to reply, set the status in the top bar to Open; after that you can type or use Run analysis again. If the customer sends a new message themselves, the ticket automatically becomes Open and aishaa processes it by itself. If a conversation was closed after the message came in, aishaa does not write a proposal for it, unless a colleague asks for one.

If a ticket is Closed straight after it came in without anyone touching it, an incoming email rule with the action Automatically close matches the email. aishaa does not analyse such tickets. See Incoming email rules.

The last message is from you or a colleague

aishaa only writes a proposal in reply to a message from the customer (or from an external party in the conversation). If a colleague replied last, there is nothing to respond to and the editor stays empty. If you still want a follow-up message written, use Give AI instructions in the composer: with an empty editor, Write a new response opens with the field What should aishaa include in the response?. See Replying to a ticket.

The live connection is unreliable

If the orange warning Live connection is temporarily unreliable. This ticket view may be outdated until the connection is fully restored. appears at the top of the ticket, a proposal that is already finished may not appear on your screen, and the composer and the top bar are disabled. Check your internet connection, choose Restore live connection in the user menu at the top right or refresh the page. See Messages from aishaa in the app.

A colleague is handling the ticket

If you are in watch-only mode because a colleague already has the ticket open, all buttons are disabled and you may not see a proposal. Take over the ticket with Take over or wait until your colleague is finished. See Ticket locking and watch-only mode.

You cleared the proposal, or your own earlier text is shown

With Clear AI answer in the composer you reject the proposal and remove it from the editor. If you open the same ticket again later, the editor stays empty as long as there is no new proposal. Click Restore AI answer to bring the proposal back; only the person who cleared it can do that.

If you had typed text in the editor yourself earlier, aishaa shows your text instead of the proposal when you reopen the ticket. Here too, you bring the proposal back with Restore AI answer.

The message did not come in as a normal ticket

An email in the spam view is not a ticket and is not analysed. First process it with Process as ticket; after that the analysis starts. See Reviewing spam.

AI analyses are switched off for the whole organisation

If no ticket in the organisation gets a proposal any more, no aishaa is analyzing bar appears anywhere, and Analyze anyway or Run analysis again do not help either, AI analyses are switched off for the whole organisation. You cannot switch this on or off yourselves. Contact the aishaa team via the aishaa support chat in aishaa (menu Chat, conversation aishaa support) or via support@aishaa.nl. See also Turn AI analyses on or off.

Getting a proposal after all: Run analysis again

For any ticket whose last message is from the customer, you can ask aishaa to look again:

1. Click Run analysis again on the right of the ticket’s top bar.
2. The dialog says aishaa looks at her work on the latest message again and picks up where she was. If you like, fill in what it should pay attention to in the field Extra instructions (optional) (Tell aishaa what to do differently.).
3. Click Run analysis again. The aishaa is analyzing bar appears and the proposal follows in the editor.

The Run analysis again dialog, opened from the top bar of a ticket, with the Extra instructions (optional) field and the Run analysis again button.

If aishaa had not picked up this message yet, it starts on it now. If it had, the agent of the conversation continues from its earlier work and writes a new version of its proposal if needed. If aishaa is still busy, you see aishaa is still working on this message. Ask again when she is done. If the last message is your own, you see The latest message is ours, so there is nothing for aishaa to answer.

The button is disabled if the ticket is Closed or Draft, in watch-only mode and when the live connection is not working. A new version of the proposal replaces what is in the editor; any changes you made in the editor are lost.

Good to know

• Without a proposal you can always type and send a reply yourself. A proposal is an aid, not a requirement.
• A proposal that was created but is wrong in content is something different from a missing proposal. Improve it with Give AI instructions and report it with the Feedback button on the ticket. See Giving feedback on a ticket.
• A missing proposal does not mean that aishaa sent something by itself. aishaa only sends by itself on topics where a colleague has given an agent Let it send by itself; such a message simply appears in the conversation. See Trust and letting an agent send by itself.
• There is no button to pause automatic analysis for a single ticket yourself. The pause only arises from the situations in this article.
• What aishaa does exactly with a message is explained in How aishaa processes a ticket.

Related

• Replying to a ticket
• No reply needed
• How aishaa processes a ticket
• Turn AI analyses on or off
• Ticket statuses and lifecycle
• Creating a ticket yourself
• Ticket locking and watch-only mode
• Incoming email rules
• Reviewing spam
• Messages from aishaa in the app
• Contact support
• Answering customer messages with workflows
• Trust and letting an agent send by itself