Documentation

Account and organisations

What belongs to the account and what to an organisation, settings, way of working, users and your profile.

1. Account and organisation: what belongs where

   aishaa has two levels: the account (your whole company) and the organisations within it. This article explains which settings and data belong at which level.

   Account admin
2. Working with multiple organisations

   How to switch organisations, set your work scope in the ticket overview, recognise account-wide and organisation-wide settings and filter reports by organisation.

   Viewer
3. Account settings

   Overview of the Account settings page: logo, features, default ticket tabs, telephony routing, WhatsApp waiting time and read receipts, customer data from connected systems, the expiry period of To do, way of working, policy and spam filter, all applying to the whole account.

   Account admin
4. Way of working: webshop or service provider

   The way of working determines how conversations become tickets and what the inbox counts: the Webshop or Service provider work profile, automatic closing, reopen windows, the reply-needed ladder, the quiet window and the inbox counter.

   Account admin
5. Policy: sensitive data and voice transcription

   Two account-wide choices: hiding sensitive identification numbers (BSN, payment card, IBAN) before text goes to the AI, and whether or not to transcribe WhatsApp voice messages, with a maximum length.

   Account admin
6. General organisation settings

   Overview of an organisation's General settings page: logo, name and contact details, ticketing email address, working language and time zone, domain profile, shipping method, customer satisfaction, signature for automatic messages and knowledge intake.

   Organisation admin
7. Opening hours

   Set weekly opening hours, add public holidays and days with different hours, choose the time zone and decide whether an organisation follows the account's opening hours or has its own.

   Organisation admin
8. Manage users

   Invite team members, set their account-wide role and any role per organisation, manage organisation access and permanently remove a user from the team.

   Account admin
9. My profile

   Your personal preferences in aishaa: profile picture, language, dark mode, send delay, ticket summary, order of ticket tabs, push notifications, emails about assigned actions, your signature and extra signatures.

   Viewer
10. Features per account

    The four features that aishaa activates per account (Cases, Telephony, Ticket actions and Extra signatures): what they do and where you see them in aishaa.

    Account admin
11. Customer groups

    Create groups of customers such as colleagues, VIPs or suppliers, give them a coloured marker in the ticket list and decide per group whether aishaa analyses their conversations, whether their mail is never treated as spam and whether their tickets count in the inbox counter.

    Account admin