Documentation / Chat and collaboration
The dock: aishaa, chat and Now
In short: At the bottom right of the screen is the aishaa and chat dock. It holds aishaa on the ticket you have open, the conversation with aishaa, the aishaa support chat, your chat conversations with colleagues and the Now section with everything that needs attention at this moment. You can let the dock float, pin it next to the page or hide it completely.
Where to find this
The dock is at the bottom right of the screen. If it is closed, all you see there is the round button with the aishaa logo; the tooltip is Open aishaa. The top bar of aishaa also has a chat button with the tooltip aishaa and chat, with a badge for unread messages and open alarms. That button opens and closes the dock, and is also the way back if you have hidden the dock.
Who: everyone from the Viewer role. Your state, your width and the conversation you last opened are personal. Which parts you see in the dock depends on your permissions: you see the chat conversations with colleagues if you may use the internal chat, and the aishaa conversation if you may instruct aishaa.
The floating aishaa and chat dock at the bottom right of the screen, with the bar on the left showing Now, the ticket icon, aishaa, aishaa support and the conversations, and the content on the right.
The three states
At the top of the dock are the buttons with which you choose the state.
| State | How you get there | What you see |
|---|---|---|
| Floating | Click the button at the bottom right (Open aishaa), or the chat button in the top bar | The panel floats over the page, at the bottom right. Use the corner at the top left to drag it bigger: Drag to resize · double-click for the default size. |
| Pinned next to the page | Click the pin Pin next to the page | The panel becomes a column of its own on the right, over the full height, and the page makes room. Use the pin Unpin to go back to floating. Pinning is only possible on a wide screen (from 1440 pixels); on a narrower screen the panel floats. |
| Hidden | Click the cross next to the round button (Hide) | Nothing is left in the corner. You bring the dock back with the chat button in the top bar. |
With the dash Close at the top you fold the panel away again. Only the round button at the bottom right then remains, with a badge if something is waiting for you. If you had pinned the panel, it opens pinned again next time.
Above an open chat conversation there is also Open full chat, with which you open that conversation on the Chat page.
Dragging the width
If the dock is pinned next to the page, there is a handle on the left edge with the tooltip Drag to change the width. Drag it left or right to make the column wider or narrower, between 340 and 620 pixels. The default width is 400 pixels.
You make a floating panel bigger with the corner at the top left; a double-click on that corner brings the default size back.
What is remembered
Your state, your width and the conversation you had open last are stored per user, per account and per device or browser. If you work on your laptop with a pinned dock and on another computer with a floating dock, those two stay separate.
When you reload the page:
- Pinned comes back the way you had it, including the width.
- Hidden stays hidden, because that was a deliberate choice.
- A floating panel does not come back; it would cover the page without being asked. You then see the round button at the bottom right again.
If you sign out, nothing of your dock is left behind in that session.
The bar with conversations
On the left of the dock is a narrow bar with, from top to bottom:
- Now, the bell with everything that needs attention at this moment. If alarms are waiting, there is a badge with the number.
- The ticket you are on at that moment, as a square with the ticket number and the tooltip aishaa on this ticket. See aishaa on this ticket.
- aishaa, the conversation in which you tell aishaa how your customer service should work. See aishaa in chat: instructions and proposals.
- aishaa support, your conversation with the aishaa team. See Reach the aishaa team.
- Your chat conversations with colleagues and your groups, the conversation with the most recent activity at the top. For each conversation you see the avatar, a green dot if the colleague is online, a badge with unread messages and an @ for an unread mention.
- At the bottom the New message button, with which you start a conversation with a colleague.
The chat works the same in the dock as on the Chat page: messages, attachments, mentions, reactions, replying and searching. See Internal chat.
Now: what needs attention at this moment
Click the bell Now in the bar. Four kinds of cards come together there:
| Kind | What the card shows |
|---|---|
| Snooze alarm | Snooze expired with Your snoozed ticket (subject) is ready for follow-up., any Note, the line Snoozed by (name) and the buttons Open ticket and Close popup. See Snoozing and wake-up calls. |
| News from aishaa | New at aishaa with the title of the news item and the buttons Read and Dismiss. Read opens the item. Once you have read or dismissed it, the card does not come back. All news items can still be read again on the Support page, News tab (see Reach the aishaa team). |
| Upload | The file name, the percentage, the line Uploading file: and a progress bar. As soon as the upload is finished, the card fades out. |
| Running task | The name of the task and its state, with a progress bar while it is running, any error message and the View button if there is a page for it. |
You can dismiss each card yourself once you have seen it. If there is nothing, it says Nothing is waiting for you right now with below it Snooze alarms, uploads and running tasks show up here.
If the dock is closed and something new comes in, that card appears briefly above the round button and then stays in Now. A new news item from aishaa appears above the round button once in this way. An alarm plays a sound once when it arrives. If you open the dock after that, it opens on Now straight away instead of on your last conversation.
The Now section in the dock with a snooze alarm (Snooze expired with Open ticket), an upload with a progress bar and a running task.
On a phone
On a phone and on a narrow screen the bottom right corner belongs to the navigation bar. The dock does not open there: you only see the cards from Now appear briefly above the navigation bar. On every device the chat also has its own page; go to the Chat menu for that.
Good to know
- The badge on the chat button in the top bar counts your unread chat messages and the open alarms together. Above 99 it says 99+. The badge on the round button at the bottom right also counts new news items from aishaa and unread messages in the thread of the ticket you have open.
- An important news item from aishaa opens by itself once per session, and only on the dashboard: never on a ticket and never during a phone call.
- The ticket square is only in the bar while you have a ticket open. If you go to another page, it disappears and the thread is kept with the ticket.
- Alarms, uploads and running tasks are all under Now, so you find them back in one place. Which notifications you get outside aishaa is explained in Notifications.
- If storing your preferences does not work, for example in a private window or with blocked storage, the dock starts closed every time. That has no consequences for your messages.