Decide for yourself what a plugin offers (own wiring)
In short: A plugin offers functions in the terms of your own system. The wiring determines how aishaa uses those functions: which of the customer’s records appear as a tab on a ticket, what aishaa can retrieve for such a record and which actions exist on a record. Usually aishaa sets up the wiring once for everyone. For a plugin whose data is your own design, for example a low-code database with your own tables and columns, you may create your own wiring. It replaces the standard, for your organisation or for your whole account.
Where to find this
Go to Organisation > Plugins and click the card of the integration. If you may create your own wiring for this plugin and a connection already exists, you see the message This plugin lets you decide which of your records aishaa shows on a ticket and which actions it offers. Your own wiring replaces the standard one, for this organisation or for the whole account. It is an advanced setting: test it on a few tickets. with the Own wiring button. That button opens the Own wiring page.
Who: from the Organisation admin role for an organisation’s wiring. A wiring for the whole account requires the Account admin role.
For most plugins you do not see the button. If you open the page anyway, it says aishaa uses one standard wiring for this plugin, for every organisation. Whether a plugin allows its own wiring is decided by aishaa per plugin. Would you like this for a plugin? Contact the aishaa team via the aishaa support chat in aishaa (menu Chat, conversation aishaa support) or via support@aishaa.nl.
The page of a connection under Organisation > Plugins with the message This plugin lets you decide which of your records aishaa shows on a ticket and which actions it offers, and the Own wiring button.
What you decide with your own wiring
A wiring is one document (in JSON) with three kinds of parts:
| Part | What it does |
|---|---|
| Lookup | Which function of the plugin looks up the records of a ticket’s customer, with which data from the ticket (email address, phone number, customer number), and how the response becomes rows and columns on the tab on the ticket. With its own name, one search function can fill several tabs, for example one for timesheets and one for invoices. |
| Retrieval for a record | What aishaa can fetch for one record, such as the details of an invoice. |
| Action | What your team or an agent can do on a record. An action with its own name and fixed values becomes a separate, fixed action, for example “Approve timesheet” instead of “change any record”. Whoever carries out the action then only chooses the record. |
The tab in which a lookup places its records is always an existing record type (such as orders or case files). You request a new record type from the aishaa team. One wiring holds at most 20 lookups, 100 retrievals and 50 actions.
Which wiring applies
Exactly one wiring per plugin always applies:
- The organisation’s own wiring, if there is one.
- Otherwise the account’s own wiring.
- Otherwise aishaa’s standard wiring.
Your own wiring is always complete. Nothing is merged with the standard. At the top of the page, In effect shows which wiring applies now: Standard, Whole account or This organisation.
The Own wiring page
| Part | Meaning |
|---|---|
| In effect | Which wiring applies now. |
| Applies to | Choose This organisation or Whole account. Only an Account admin sees the Whole account choice. The page opens at the level that applies now. |
| Start from the standard | Puts aishaa’s standard wiring in the field, as a starting point. Only visible if there is no own wiring at this level yet. |
| Wiring (JSON) | The document itself. |
| Trial ticket (internal id) | A ticket of a customer whose records should be found. The internal id is the number in the address bar when you open the ticket, not the ticket number. |
| Trial customer’s e-mail address and Trial customer’s phone number | Instead of a trial ticket: the details of a customer who does not have a ticket yet. |
| Test and save | Tests the wiring and saves it if the test succeeds. |
| Back to standard | Removes your own wiring at this level. |
| Problems and Trial runs | What aishaa found while testing (see below). |
| Guide | The guide for writing a wiring, with an example. |
If there is an own wiring, the bar to lock it (Lock) also appears. See Lock configuration.
The Own wiring page with the In effect chip, the Applies to choice (This organisation or Whole account), the Wiring (JSON) field, the fields Trial ticket (internal id), Trial customer’s e-mail address and Trial customer’s phone number, the Test and save and Back to standard buttons, and the collapsible Guide block.
Have your AI assistant create your own wiring
Writing a wiring requires knowledge of the plugin’s functions and of your own tables. That is why the page gives the tip: Tip: let your own AI assistant make the wiring through the aishaa MCP connector (plugins_get_own_wiring). It reads the guide and your tables itself.
- Connect aishaa to Claude, ChatGPT or another assistant. See Connect aishaa to Claude or ChatGPT (MCP).
- Tell the assistant which data you want to see on a ticket and which actions your team needs.
- With
plugins_get_own_wiring, the assistant reads the plugin’s functions, the standard wiring and the guide, and uses the plugin’s own functions to see what your tables are called. - The assistant saves the wiring with
plugins_save_own_wiring, with a trial customer. aishaa tests it first, just as on the page. - Afterwards, check a few tickets yourself. If it is right, you can lock the wiring.
With plugins_reset_own_wiring, the assistant removes your own wiring again.
Create your own wiring yourself
- Open Own wiring and choose the level under Applies to.
- Click Start from the standard and adjust the document in Wiring (JSON). Read the Guide first.
- Fill in a Trial ticket (internal id), or the Trial customer’s e-mail address and/or the Trial customer’s phone number. Choose a customer whose records should be found.
- Click Test and save.
- If it succeeds, you see Your own wiring is saved. and, under Trial runs, the outcome and the number of rows for each lookup. If it does not succeed, you see The wiring was not saved. with all problems found under Problems. Adjust the document and try again.
How aishaa tests a wiring
- aishaa checks the whole document and names all problems at once.
- Then aishaa runs every lookup for the trial customer. The wiring is only saved if every lookup finds rows. Nothing is recorded and nothing is linked to the customer during the test.
- Trial runs shows, for each lookup, the function, the outcome and the number of rows. If there is an orange chip (number) not this customer’s, the lookup found rows that do not belong to this customer (see the next section). Check your search conditions in that case.
- A successful test proves that the function works, not that they are the right records. So after saving, also check a few tickets yourself.
The rule that always applies: only this customer’s records
A lookup on a ticket may only show the records of that ticket’s customer. That is why one fixed rule applies to your own wiring:
- Every lookup searches with a detail that identifies the customer: the customer’s email address, phone number or customer number. A name does not count.
- Every row says where that detail is, so that aishaa can check that the row belongs to this customer.
aishaa checks every row a lookup returns. A row in which the customer’s email address, phone number or customer number does not appear is not confirmed. Such a row:
- does appear on the tab on the ticket, marked and at the bottom;
- never goes to the AI;
- is never linked to the customer.
A search condition that asks the wrong question (for example “is not equal to” or the wrong column) thus shows up as unconfirmed rows, instead of in a reply to a customer.
When the standard wiring changes
Your own wiring does not follow later changes to the standard. If the standard has changed since your own wiring was created, you see: The standard wiring changed since yours was made. Compare them, bring yours up to date and save with ‘Up to date with the standard’. Tick Up to date with the standard once you have checked your wiring, and save. Without that tick, a change is refused as long as the standard has changed.
Back to the standard
- Under Applies to, choose the level from which you want to remove your own wiring.
- Click Back to standard and confirm: Remove your own wiring at this level? The previous one stays in the change history.
- You see Your own wiring is removed. The organisation falls back to the account’s own wiring, and the account to the standard.
Every save, removal and restore is in the change history and can be reverted. See Changes and reverting.
What your own wiring means for agents
- The records a lookup finds appear on the tab on the ticket and, if they are confirmed, go to the agent as the customer’s data. See Records from connected systems on a ticket.
- aishaa uses a lookup with its own name itself; it is not an extra tool for an agent. An agent that searches itself uses the plugin’s search function.
- An action with its own name is one action for your team and one tool for an agent, with its own description. You set what an agent may do with it in the agent’s skills. See Plugin settings: customer data, catalogues and actions and Skills.
- Tip from the guide: give an agent that helps customers the fixed action (such as “Approve timesheet”) and turn off the plugin’s general write function for that agent.
Good to know
- Your own wiring is saved immediately; it is not a proposal. That is why aishaa tests it on a real customer first.
- The plugin searches phone numbers exactly as they are stored in your system. Store them there in one format, preferably international (such as +31612345678). The check of the rows recognises a number in any format.
- aishaa also uses what a row says about the customer (email address, phone number, customer number) to recognise the customer, and that can merge customers. Only point to fields with the customer’s own email address or phone number.
- Put a column name with a space or a full stop between square brackets, such as
values.[Employee e-mail]. - Your own wiring has no scheduled scans; those belong to the standard wiring.
- If your own wiring is locked, nobody can change it, not even aishaa or the assistant, until it is unlocked in the app.