Documentation / Help and troubleshooting
Messages from aishaa in the app
In short: aishaa informs you in four places in the app. News from aishaa, for example about a new feature, appears in the dock as New at aishaa and is then kept in the archive under Support > News. The orange bar New version coming soon. appears at the top of every page when aishaa will be unavailable for a few minutes shortly. The aishaa team can reach you personally in the aishaa support conversation. And in your user menu at the top right you can see whether the live connection with aishaa is working.
Where to find this
- Support > News: all messages of aishaa news. New messages also appear in the dock at the bottom right.
- At the top of every page of aishaa: the New version coming soon. bar as soon as it is active.
- Chat > aishaa support: messages the aishaa team sends to you personally.
- The user menu at the top right (click your profile photo or avatar): the status of the live connection.
Who: everyone, from the Viewer role. aishaa news and the bar are the same for all users; the aishaa support conversation and the live connection are personal.
aishaa news
With aishaa news, the aishaa team tells you what is new or changing in aishaa.
- A new message appears once in the dock at the bottom right, above the dock button, as New at aishaa with the buttons Read and Dismiss. After that it waits in Now in the dock until you read or dismiss it. See The dock: aishaa, chat and Now.
- An important message opens by itself, but only at a quiet moment: on the dashboard, never on a ticket or during a conversation, and at most once per session.
- The news window shows the message with the title and aishaa news above it. At the bottom aishaa asks Was this useful? (Useful or Not useful). Got it closes the message; if more new messages are waiting, the button is called Got it · next (number). If you close the window in another way, it counts as dismissed.
- A message you have read or dismissed does not come back as new.
All messages are in the archive: click Support in the menu and choose the News tab. The newest is at the top; what is still new to you has a dot. As long as there are new messages, there is a counter next to Support in the menu (New). If there are no messages yet, it says No news yet.
The news window with aishaa news and the title of the message at the top, the text with an image, the question Was this useful? and the Got it button; next to it the Support page with the News tab.
The New version coming soon bar
When a new version of aishaa is being rolled out, an orange bar appears at the top of every page with the text New version coming soon. The app may be unavailable for a few minutes soon. Sometimes there is an extra sentence with more explanation.
The bar appears on your screen immediately, without you having to refresh the page, and disappears by itself as soon as the rollout is finished.
The orange bar at the top of aishaa with the text New version coming soon. The app may be unavailable for a few minutes soon., visible above the ticket overview.
What to do when you see the bar
- Finish what you are doing. Send a reply that is ready. aishaa keeps text you are typing in the composer in your browser: if you open the same ticket again later in the same browser, your text is back, as long as no new message has been added to the ticket in the meantime and the text is not older than 7 days. If you want to be sure of a longer text, copy it to a safe place for a moment.
- Save settings. If you are on a settings page with a Save button, click it first.
- Do not start long operations, such as a bulk upload of knowledge documents or a history import, until the bar has gone.
- Wait during the interruption. If a page does not load or you see the Sorry something went wrong screen, wait a few minutes and click Try again or refresh the page.
Messages from the aishaa team in the chat
The aishaa team can also start the aishaa support conversation in Chat itself, for example to ask you something about a report you made or to point something out to you personally. You recognise a message from the team by the name of the team member followed by the aishaa label.
You notice a new message by the badge on the aishaa support row in the conversation list and by the chat icon in the top bar. If push notifications are on, you also get a push notification when you are not active in aishaa. See Reach the aishaa team and Notifications.
The live connection
aishaa works live: new tickets, status changes and messages from colleagues appear on your screen without you refreshing the page. For this, aishaa keeps a live connection open. You see its status in the user menu at the top right, with a coloured ring around your avatar.
| Status | Meaning |
|---|---|
| Live connected | Everything is working. Changes appear immediately. |
| Starting live connection | aishaa is setting up the connection, for example straight after signing in. |
| Reconnecting live | The connection dropped briefly and aishaa is trying to restore it by itself. |
| Live offline | There is no live connection. Check your internet connection. |
| Live error | Restoring the connection did not succeed. |
| Waiting for sign-in | aishaa is waiting until your sign-in has been completed. |
| Waiting for organisation | aishaa is waiting until the active organisation is known, for example while switching organisation. |
With Live offline and Live error, the same menu has the option Restore live connection. Click it to set up the connection again. If that does not help, refresh the page.
The open user menu at the top right with the line Live connected with a green tick, and in a second situation the line Live offline with the menu option Restore live connection.
What you notice on a ticket without a live connection
If you open a ticket while the live connection is not working, an orange warning appears at the top: Live connection is temporarily unreliable. This ticket view may be outdated until the connection is fully restored. As long as that warning is shown, the top bar, the composer and the Send button are disabled. This way aishaa prevents you from replying to an outdated version of the conversation or two colleagues working on the same ticket at the same time. As soon as the connection has been restored, the warning disappears and you can carry on.
Good to know
- There is no separate page with release notes. What the aishaa team wants to tell you is in aishaa news under Support > News.
- aishaa news is something different from your organisation’s Notices. You write notices yourselves for aishaa and the team. See Notices.
- Notifications about your own work (an expired snooze, an assigned action, a mention in the chat) are something different from messages from aishaa. They are described in Notifications.
- The red bar WhatsApp connection may be broken and the orange WhatsApp reminders are about your own WhatsApp connection, not about aishaa as a whole. See WhatsApp connection lost.
- If you see a message in the app that you do not understand or that you think is wrong, ask about it in the aishaa support conversation. See Contact support.