Glossary

In short: This list explains in one or two sentences what the fixed terms in aishaa mean and, for each term, refers to the article that covers the subject in depth. The terms are in alphabetical order; numbers come first. Menu names and buttons are in bold, exactly as they appear in aishaa.

Where to find this

This glossary only exists in the documentation; aishaa itself has no list of terms. The terms are taken literally from the screens of aishaa.

Who: everyone, from the Viewer role.

Numbers

• 24-hour window: The period of 24 hours after a customer’s last WhatsApp message in which you may reply freely. After that you may only send an approved WhatsApp template. See The 24-hour window.

A

• Account: Your whole company in aishaa. An account contains one or more organisations, all users and the settings that apply to everything. See Account and organisation: what belongs where.
• Account admin: The highest role. Manages users and account settings for the whole account and can do everything the roles below it can. See Roles and permissions.
• Action card: The display of one action in a connected system: what the action does, with which data and in which status. You have one made via the connection with Claude. See Have Claude build an action card.
• Activity (tab): The tab next to a ticket with the actions in connected systems that have been carried out or proposed on this ticket. See Customer context next to the ticket.
• Agent (role): The role that handles and answers tickets and carries out actions. In this documentation a person with this role is called a colleague; “agent” is only the role name. See Roles and permissions.
• AI agent: A configuration aishaa works with: a name, a description, instructions and a set of skills. AI agents belong to the whole account and you manage them under Account > Agents. Which agent answers a customer message is determined by the workflow with the answering step. An AI agent is not a colleague. See AI agents.
• AI instructions: The Give AI instructions button in the composer, with which you have aishaa rewrite the text in the editor or write a new reply based on your guidance. See Replying to a ticket.
• AI note: A comment aishaa writes for you with its proposal, for example about what it was not sure of. You open it with the AI note button in the composer. See Internal notes and AI notes.
• aishaa Mail address: The built-in email address every organisation gets. Email to this address always becomes a ticket; you can forward your own mailbox to it. See Your aishaa Mail address and forwarding.
• aishaa news: Messages from the aishaa team about what is new in aishaa. A new message appears in the dock as New at aishaa; all messages are under Support > News. See Messages from aishaa in the app.
• aishaa on this ticket: The thread in the dock in which you ask aishaa something about the ticket you have open, or tell her what to do. The thread is shared with everyone on that ticket, and whatever aishaa prepares is always a proposal. See aishaa on this ticket.
• aishaa support: The conversation at the top of your conversation list in Chat in which you talk directly with the aishaa team. Personal; colleagues do not see it. See Reach the aishaa team.
• aishaa team: The people behind aishaa who help you with questions, issues and activating features. Reachable via aishaa support and support@aishaa.nl. See Contact support.
• Answered: The ticket status after a reply has been sent. The ticket is waiting for the customer; if they respond, it becomes Open again. See Ticket statuses and lifecycle.
• Attachment: A file you send with a message or receive from a customer. For each file aishaa decides whether it is delivered in the message, as an attachment or as a download link. See Files and attachments.
• Automatic reply: The former page for a fixed email on arrival, such as an acknowledgement of receipt or a message outside opening hours. You now create such a message as a workflow. See Automatic reply and acknowledgement of receipt.

B

• Brand name: The name an organisation presents itself under to customers, to be filled in under the Brand name section on Organisation information. If you leave the field empty, aishaa uses the name of the organisation. aishaa never takes the brand name from your website itself. See Organisation information.
• Bulk editing: Giving several tickets a new status at once or confirming them as no reply needed, via the bulk status mode in the ticket overview. See Editing multiple tickets at once.
• Bulk messages: One message to many customers at once, from the Team lead role, under the Bulk messages menu. See Bulk messages: one message to many customers.

C

• Calls on your own phone number: The personal setting My phone… with which calls ring on your own mobile or landline number, instead of or alongside the browser. aishaa then calls you from the number of the organisation and asks you to press 1 to accept. See Calls on your own phone number.
• Case: A file for one customer in which you keep track of which details and documents need to come in for an application. Available if the Cases feature is active. See What are cases.
• Case template: The description of what needs to come in for a type of case: details, documents and checkpoints. See Case templates.
• Catalogue: A searchable collection of records that a connected system offers and that aishaa keeps up to date, for example a product catalogue, a price list or a list of parts. For each catalogue you choose under Used by whether aishaa does not search it, searches it only while preparing or also while writing. See Catalogues of an integration.
• Changes (page): The log of your organisation’s AI configuration, showing the difference for each change and, where possible, the button to revert it. See Changes and reverting.
• Channel: The route by which customer messages reach aishaa: email, WhatsApp or telephony. See Connect your first channel.
• Classification rule: A former rule that sorted customer messages into kinds, with a label, an agent or an extra instruction for each kind. Classification rules have been carried over to a workflow that sorts messages. See What are workflows.
• Closed: The ticket status of a completed ticket. The composer is then disabled; a new customer message reopens the ticket. See Ticket statuses and lifecycle.
• Coexistence: The WhatsApp connection mode Coexistence: Business app + aishaa, in which the WhatsApp Business app on the phone keeps working alongside aishaa. It requires the app to be opened at least every 13 days. See Coexistence: the WhatsApp Business app and aishaa together.
• Colleague: A person in your team who works in aishaa, whatever their role. In aishaa’s screens a colleague is sometimes called “agent”. See Roles and permissions.
• Composer: The reply box below a ticket’s conversation, with the editor, the toolbar, the attachments, the sending route and the Send button. See Replying to a ticket.
• Configuration lock: The lock with which you close off a checked piece of configuration, so that nobody can change it any more, not even aishaa and the assistant. Only an Account admin can unlock it again, and only in aishaa itself. See Lock configuration.
• Contact: A person or company aishaa knows: a customer who sent a ticket or someone you added yourself. See The contact overview.
• Contact form sender: The technical sender address of your website form. If you set it up, aishaa takes the real customer’s name and email address from the message text. See Contact form senders.
• Conversation: In a ticket: the messages between the customer and the team. In Chat: a direct conversation or group with colleagues, with aishaa or with the aishaa team. See Internal chat.
• Conversation view: The switch in a ticket’s top bar between Conversation (all tickets of this customer in one timeline) and This ticket. See Continuous conversation or per ticket.
• Current setup: The overview under Organisation > Channels > Mail with the active sending route (Sending via), the last received email and the aishaa Mail address. See Email setup: the options at a glance.
• Customer card: The card to the right of a ticket that shows in two lines who the customer is and where your reply goes, with the customer’s other channels as icons. See Customer context next to the ticket.
• Customer group: A marking with which you treat a group of customers differently, for example colleagues, VIPs or suppliers. Members get a coloured chip in the ticket list, and per group you decide whether aishaa analyses their conversations, whether their email can never count as spam and whether their tickets count in the inbox counter. See Customer groups.
• Customer profile: The page with everything aishaa knows about one customer: contact details, notes, the picture aishaa has of the customer, all tickets and the timeline. See The customer profile.
• Customer satisfaction score: The mark from 1 to 10 that aishaa gives a completed conversation herself, also called the satisfaction score. Nobody is asked anything; from a 7 upwards the ticket is a candidate for the review email. See Customer satisfaction score and Customer satisfaction when closing a ticket.

D

• Dark mode: The choice whether aishaa is light or dark. The button is on the right of the top bar, on a phone in the More menu. The choice applies to you personally, per account and per device or browser. See My profile.
• Dashboard: The start page of aishaa with four tiles (waiting or unread, yours, unassigned, To do), the Your work list with the tickets you pick up first and the notices that currently apply. See Dashboard.
• Dock: The aishaa and chat panel at the bottom right of the screen with aishaa on the ticket you have open, the conversation with aishaa, the aishaa support chat, your chat conversations with colleagues and the Now section. You let it float, pin it next to the page or hide it. See The dock: aishaa, chat and Now.
• Domain profile: The type of business aishaa tailors its support to (Generic, E-commerce, Child care, Mortgages or Insurance), set per organisation. See General organisation settings.
• Download link: The form in which aishaa sends an attachment that no longer fits in the email message. See Sending limits and image optimisation.
• Draft: In the screens sometimes still the word for aishaa’s proposal, such as in Clear AI answer and Translate draft for me. In this documentation the reply aishaa writes is called a proposal. A workflow you have not published yet is also a draft. See Proposal.
• Draft (ticket status): The status of a ticket you created yourself whose first message has not been sent yet. See Creating a ticket yourself.

E

• Emergency stop: The button with which you switch off sending by itself for an organisation in one click: every reply is a proposal again after that. See Trust and letting an agent send by itself.
• Endpoint: An email address an organisation uses to send and receive, with its own sending method. The wizard creates endpoints automatically; you manage them under Advanced settings. See Advanced: endpoints, sending methods and routing rules.
• External party: A supplier, carrier or other third party on the approved list under Account > External parties, to whom aishaa may propose an email. See External parties.
• Extra signatures: The ability to manage alternatives alongside your standard signature and choose one per message. Activated per account by aishaa. See Signatures.

F

• Feature: A part of aishaa that is only switched on if aishaa has activated it for your account: Cases, Telephony, Ticket actions and Extra signatures. See Features per account.
• Feedback (on a ticket): The Feedback button in a ticket’s top bar with which you let the aishaa team know that aishaa did something unexpected on this ticket. See Giving feedback on a ticket.
• Forwarding (mailbox): Having your own support mailbox automatically forward to the aishaa Mail address, so that customer email comes in as a ticket. Needed with your own domain or SMTP server, not with Outlook or Gmail. See Your aishaa Mail address and forwarding.
• Forwarding (message): Sending a customer message by email to an external party from the ticket, with your own text and the customer context. The response comes into the same ticket. See Forwarding a message.

I

• Important: The star in a ticket’s top bar with which you mark a ticket that should stand out. You can filter on it. See Assigning, support group, important and urgent.
• Incoming email rule: An account-wide rule that recognises incoming email by sender, recipient or subject and blocks the message or closes the ticket automatically. See Incoming email rules.
• Integration: The connection between aishaa and a system of yours, for example a webshop, warehouse system, case system or planning system. An integration supplies the customer’s records with the ticket, actions your team or the AI can carry out in that system and catalogues aishaa can search. You set integrations up under Organisation > Plugins. See Set up an integration.
• Internal chat: The Chat section in which you consult colleagues within your account, share files and mention colleagues with @. See Internal chat.
• Internal note: A note (memo) on a customer or ticket that only your team sees, in the Notes tab. See Internal notes and AI notes.

K

• Knowledge document: A file you upload so aishaa can use it when replying, such as your returns policy or a manual. See Knowledge documents.

L

• Label: A keyword with which you organise tickets by subject or workflow, optionally with sublabels. aishaa can also assign labels itself via a workflow. See Labels and sublabels.
• Library: Ready-made agents, workflows and skills to start with, under Account > Library. The aishaa team manages the library. See The library.
• Live connection: The connection with which aishaa shows changes on your screen immediately without refreshing. The status is in your user menu at the top right. See Messages from aishaa in the app.

M

• Macro: A quick action for the composer: fixed text (Static text) or an instruction aishaa applies to the text in the editor (AI instruction). See Macros.
• Marketplace: A sales platform such as eBay or bol.com along which questions from buyers come in, not directly from the customer. Your reply to an eBay ticket goes out as a message in eBay instead of as an email; with bol.com, aishaa keeps the buyers apart per case and order number. See Messages from marketplaces.
• MCP: The connection with which you add aishaa as a source to Claude or ChatGPT and ask questions there about your tickets and figures. See Connect aishaa to Claude or ChatGPT (MCP).

N

• No reply needed: aishaa’s verdict that a customer message does not call for a response, for example a thank-you. The ticket gets a chip and no proposal; you confirm it or handle it anyway. See No reply needed.
• Notice: A short fact that applies for a while, such as a delay at the carrier, that you record under Notices so that aishaa and the team take it into account. See Notices.
• Notification: A message from aishaa to you about your own work: an expired snooze, an assigned action, a mention in the chat. In the app, as a push notification or by email. See Notifications.
• Now: The section in the dock, behind the Now bell, with everything that needs attention right now: snooze alarms from expired snoozes, uploads in progress and running tasks. You dismiss each card once you have seen it. See The dock: aishaa, chat and Now.

O

• Objects: What belongs to a customer: files, orders and other records from connected systems and what aishaa keeps itself, such as a recorded conversation. You see them on the customer profile. See The customer profile.
• Open: The ticket status of a ticket that needs the team’s attention. See Ticket statuses and lifecycle.
• Opening hours: When you can be reached, per weekday with public holidays and exceptional days. Determines which automatic reply a customer gets. See Opening hours.
• Option menu in a WhatsApp template: What WhatsApp makes of your buttons as soon as a template has more than three of them: the first two are below the message and all buttons sit behind the See all options button. So put the two most important choices first. See WhatsApp templates.
• Organisation: One brand, webshop or business unit within an account, with its own channels, tickets and AI settings. See Account and organisation: what belongs where.
• Organisation admin: The role that manages organisation settings, channels and AI settings. See Roles and permissions.
• Organisation information: The page on which you record what your organisation is and does, where it is based and how customers get in touch. aishaa uses those facts in replies. See Organisation information.

P

• Phone agent: A colleague who has been enabled to take and handle phone calls in aishaa. See Making and receiving calls.
• Phone manager: The colleague who manages the primary phone for a coexistence number, receives reminders first and may reconnect the connection. See Phone manager and default agent.
• Placeholder: A spot in a proposal from aishaa between double square brackets, for example [[delivery date]], where aishaa does not know the value. You fill it in; as long as one is still open, the reply does not go out. See Replying to a ticket.
• Plugin: The word the screens of aishaa use for an integration: the menu is called Organisation > Plugins and an action from an integration is called a plugin action. In this documentation we call the connection itself an integration. See Plugins: overview of the integrations.
• Plugin action: The word in the screens for something that is done in a connected system, such as registering a return or changing an address. An action starts as a proposal from an agent or workflow, or because you start it yourself. On the ticket they are in the Activity tab; whatever is waiting for a colleague is in To do. See To do.
• Primary phone: The device on which the WhatsApp Business number is registered. With coexistence, the WhatsApp Business app on this device must be opened regularly. See Coexistence: the WhatsApp Business app and aishaa together.
• Proposal: The reply that an agent of aishaa writes for a customer message. It is in the composer and waits for a colleague, unless the agent may send by itself on that topic. A proposal has a status and versions. An action that aishaa or a workflow prepares is also a proposal. See Replying to a ticket.
• Push notification: A notification on your device, even when aishaa is not open. You switch it on per device under My profile. See Notifications.

Q

• Query pattern: The second level of the taxonomy: a specific kind of customer question within a support area. See Taxonomy: support areas and query patterns.

R

• Record: One piece of data from a connected system that belongs to the customer, for example an order, a return or a case. Records are in tabs next to the ticket; click a row to fetch the details. See Records from connected systems on a ticket.
• Record type: The kind of record a tab next to the ticket is about, for example Orders or Returns. If several integrations supply the same type, they come together in that one tab and the same record becomes one row. See Records from connected systems on a ticket.
• Review email: The email with which you ask satisfied customers for a review after a ticket has been completed. See Review email.
• Role: What a user may do in aishaa. From low to high: Viewer, Agent, Team lead, Organisation admin, Account admin. See Roles and permissions.
• Routing rule: A rule that determines which endpoint an incoming email ends up at, based on the address the email was sent to. See Advanced: endpoints, sending methods and routing rules.

S

• Send delay: The personal setting under My profile with which aishaa waits 5, 10, 30 or 60 seconds before an email reply is actually sent, so that you can still stop it with Undo. If you choose No delay, the email goes out immediately. Applies to email only. See Sending, undoing and what happens when sending fails.
• Sending method: The way an endpoint sends email: via Outlook, Google, your own SMTP server or aishaa Mail. See Advanced: endpoints, sending methods and routing rules.
• Sending route: The Send via and Send to block below the composer, with which you choose the sender and recipient of a reply. See Replying to a ticket.
• Signature: The text aishaa automatically places below every email reply you send from a ticket, set under My profile. See Signatures.
• Skill: What an AI agent can do: a package with explanation and tools in the open Agent Skills format. An agent only gets the tools of its skills. You manage them under Account > Skills. See Skills.
• Snooze: Putting a ticket aside until a chosen moment; the ticket gets the status Snoozed and then comes back by itself. See Snoozing and wake-up calls.
• Snoozed: The ticket status of a ticket that is snoozed. See Ticket statuses and lifecycle.
• Spam view: The separate list under Tickets with emails that score above the account’s spam threshold. There you can still process a genuine customer message as a ticket. See Reviewing spam and Spam filter and allowed senders.
• Stale proposal: An open proposal for an action that may be out of date: it is more than 24 hours old, or a new message from the customer or an external party has come in since. You then first tick I checked the content and it still holds., or you choose Propose again. A reply proposal on an earlier message is set aside as soon as the customer writes again. See To do.
• Support area: The first level of the taxonomy: a broad subject with query patterns below it. See Taxonomy: support areas and query patterns.
• Support group: A team within the organisation to which you assign tickets, with its own handling capabilities. See Support groups and handling capabilities.

T

• Taxonomy: The fixed classification of customer questions into support areas and query patterns. Workflows, what aishaa knows per topic and the trust to send by itself are per topic. See Taxonomy: support areas and query patterns.
• Taxonomy explorer: The analysis page that shows how aishaa divides your organisation’s customer questions across the taxonomy: which topics occur most and which occur together. You set nothing there. See Taxonomy explorer.
• Team lead: The role that manages reports, macros and knowledge documents, gives aishaa instructions and may view confidential objects of customers. See Roles and permissions.
• Telephony: The ability to make and receive calls in aishaa, with calls as messages on a ticket. See Activate telephony.
• Tell aishaa: The way to say in your own words what should change; aishaa carries out small changes and submits large ones as a proposal. See Tell aishaa.
• Ticket: One customer question with its conversation, whatever the channel. Every ticket has a number, a status and an organisation. See The ticket overview: filtering, searching and sorting.
• Ticket actions (follow-up actions): Tasks that belong to a ticket but are not part of the conversation, with an owner and a deadline. Available if the Ticket actions feature is active. See Follow-up actions (Ticket actions).
• Ticket triage: Former rules for automatically assigning or marking new tickets. They have been carried over to a workflow. See What are workflows.
• Ticket view: An extra tab next to the ticket with data from a connected system. You have one made via the connection with Claude. See Have Claude build a ticket view.
• To do: The list of proposals, requests and tasks waiting for a colleague, in the To do menu. See To do.
• Transcript: The text version of a recorded phone call or WhatsApp voice message. See Phone tickets and transcripts.
• Trust (sending by itself): Where an agent’s proposals on a topic are sent unchanged often enough, a colleague can give that agent Let it send by itself on that topic. Fixed checks keep applying and the Emergency stop turns everything back into proposals. See Trust and letting an agent send by itself.

U

• Urgent: The flag in a ticket’s top bar with which you mark a ticket that should get priority. See Assigning, support group, important and urgent.

V

• View library: The place that collects all ticket views and action cards of your organisation. See View library.
• Viewer: The lowest role. Can view tickets and use the internal chat. See Roles and permissions.

W

• Waiting for external reply: The ticket status for a ticket that is waiting for a supplier or other third party. The ticket disappears from the inbox and comes back when there is a response or on the deadline. See Waiting for an external reply.
• Wake-up call: A reminder at a chosen moment on a ticket, without putting the ticket aside. See Snoozing and wake-up calls.
• Watch-only mode: Only watching a ticket that a colleague is handling; all buttons are then disabled. See Ticket locking and watch-only mode.
• Way of working: The work profile (Webshop or Service provider) with its settings for automatic closing, reopening, silence and no reply needed. See Way of working: webshop or service provider.
• What aishaa knows: The facts aishaa has learned per topic from what colleagues change in its proposals, plus the organisation’s topic rules. In the menu under Topics. See What aishaa knows.
• WhatsApp template: A message approved in advance by Meta with which you may contact a customer when the 24-hour window is closed. See WhatsApp templates.
• Work scope: The choice in the ticket overview of which organisations’ tickets you see, for an account with several organisations. See Working with multiple organisations.
• Workflow: A series of steps that starts at an event, for example a customer message that aishaa has understood. Workflows determine who answers, sort, assign and carry out actions. You manage them under Account > Workflows. See What are workflows.
• Workflow tab: A tab next to a ticket with the workflow and its last run on that ticket. See The workflow tab on the ticket.
• Workload: The tickets that currently need the team’s attention. The ticket overview under Tickets shows them; tickets aishaa assesses as no reply needed can be taken out of it. See The ticket overview: filtering, searching and sorting.
• Writing style: The profile that determines how aishaa phrases things: tone, structure and form of address. One profile per channel. See Writing styles.

Good to know

• The screens of aishaa sometimes use a different word from this documentation. “Snooze” is the action and Snoozed is the status name. A “draft” is a proposal (or, for a workflow, a draft). A “thread” is a conversation.
• Where the documentation says “the aishaa team”, the app sometimes says Support or aishaa support. These are the same people.
• A connection with a system of yours is called an integration in this documentation. In the screens of aishaa the same part is called a plugin: the menu is Organisation > Plugins and an action from an integration is a plugin action.
• In this documentation, “agent” is only a role name. A person in your team is a colleague; the configurable AI is called an AI agent.
• Missing a term? Ask in the aishaa support conversation in Chat.

Related

• What is aishaa
• Roles and permissions
• Account and organisation: what belongs where
• Ticket statuses and lifecycle
• How aishaa processes a ticket
• What are workflows
• The dock: aishaa, chat and Now
• Plugins: overview of the integrations