Documentation / Account and organisations
General organisation settings
In short: On Organisation > General you manage the basic details of one organisation: name and contact details, the ticketing email address, working language and time zone, the domain profile, the shipping method, the collection of customer satisfaction, the signature for automatic messages and the knowledge intake. With multiple organisations you also set the organisation logo and, if needed, an organisation’s own way of working here.
Where to find this
Go to Organisation > General. The page is called General settings and has the subtitle Organisation. For an account with multiple organisations there is a chip with the name of the organisation at the top. Click it to switch to another organisation.
Who: from the Organisation admin role upwards. Everything on this page applies only to the active organisation. You save changes with the Save button at the bottom of the card.
The General settings page via Organisation > General, with the General section (name, email, phone, ticketing email, working language, time zone, domain profile, shipping method) and the Save button at the bottom.
Link to the account settings
If you are an Account admin, an information bar appears at the top of the page: “Account-wide settings such as the logo, features, ticket tabs, the WhatsApp wait time, data redaction, voice transcription and the spam filter live in Account settings.”, with the button Open account settings. Those settings are deliberately not on this page. See Account settings.
Branding: organisation logo
The Branding section only appears for an account with multiple organisations. The Organisation logo is a “Small logo used in tickets and the organisation switcher.” Click the logo to upload or replace an image, or remove the logo.
General
| Field | Meaning |
|---|---|
| Name | The name of the organisation, as it appears in aishaa. |
| The general email address of the organisation. | |
| Phone | The phone number of the organisation. |
| Ticketing email | Read-only. The unique aishaa Mail address of this organisation. The help text says that this address is used if you have not set up your own mailbox, and that if you do use your own mailbox, you simply forward it to this address to create tickets. See Your aishaa Mail address and forwarding. |
| Working language | The language in which aishaa writes for your team, and in which aishaa addresses customers whose language is not yet known. |
| Organisation time zone | Search field with all time zones. Determines local dates, times and opening hours. |
| Domain profile | Multiple choice from the available profiles, for example Generic or E-commerce. The type of business aishaa tailors its support to. You can choose more than one profile. The available profiles may expand over time. |
| Shipping method | None, Multiple providers, PostNL, UPS or DHL. The carrier you use to send your shipments. |
| Collect customer satisfaction and review-email candidates | Switch. Help text: “When disabled, closing tickets no longer asks for satisfaction feedback and no new satisfaction AI analysis, candidates, or review emails are started. Existing history is retained.” |
| Signature for automatic messages | Text box, simple HTML allowed. The help text: Appended to messages aishaa sends without a human sender, such as autonomous supplier messages. Basic HTML is allowed. When a person approves a message, their own signature is used instead. This signature is also added under a reply that an agent sends by itself after Let it send by itself, and under a message that a workflow sends directly. |
Below working language and time zone is the explanation: “aishaa speaks to every customer in their own language. The working language is what aishaa writes in for your team (summaries, notes, suggestions) and how it speaks to customers whose language it doesn’t know yet. The time zone sets local dates, times and opening hours.” Read more in Language and time zone.
Way of working
The Way of working section only appears for an account with multiple organisations. Here you use the switch Use an own way of working for (organisation) to choose whether this organisation deviates from the account’s way of working. As long as the switch is off, you see a message that the organisation works like the account and that you change the way of working in Account settings. The full explanation is in Way of working: webshop or service provider.
Translation
The Translation section only appears if aishaa has turned on at least one translation language for this organisation. The explanation: New messages, ticket titles and AI drafts are translated into these languages as soon as they arrive. Everyone whose own language is one of them reads them translated, with the original one click away. Under Translate into you see the languages. You cannot turn them on or off yourself: These features are managed by aishaa. Contact us if you would like to change them. If you want to add or remove a translation language, contact the aishaa team via the aishaa support chat in aishaa (menu Chat, conversation aishaa support) or via support@aishaa.nl. See Translation.
Knowledge intake
The Knowledge intake section controls how aishaa processes documents that you add as knowledge.
| Field | Meaning |
|---|---|
| Knowledge intake context | Extra context for AI document intake, such as terminology, business context and interpretation rules. |
| Allowed knowledge tags | The tags you may attach to knowledge documents. Add a tag via New tag and Add tag. |
For an account with multiple organisations, you choose for each tag whether it is Shared across account or Only this organisation. Read how to add knowledge documents in Knowledge documents.
Good to know
- The Save button saves the whole page at once. Remember to save after changing fields.
- For an account with one organisation, the Branding and Way of working sections and the organisation chip at the top are missing. That is normal.
- You cannot change the Ticketing email address yourself.
- The organisation time zone and the time zone of the opening hours are two separate settings. Opening hours have their own time zone field on Organisation > Business hours. See Opening hours.
- Switching off Collect customer satisfaction and review-email candidates does not delete any existing scores or history.
- You do not set up connections with your own systems here, but on Organisation > Plugins. See Plugins: overview of the integrations.