Documentation / Account and organisations
Way of working: webshop or service provider
In short: With the way of working you tell aishaa how your team works. You choose a work profile (Webshop or Service provider) that comes with default values, and you adjust individual settings where needed: automatic closing, reopen windows, the quiet window, what aishaa does with messages that need no reply, and what the inbox counter counts. Every organisation in the account works this way, unless it chooses its own way of working.
Where to find this
Go to Account > Account settings and scroll to the Way of working section. You save changes with the Save button below the section.
Who: an Account admin sets the way of working for the account. For an account with multiple organisations, an Organisation admin can choose an own way of working for their organisation via Organisation > General, section Way of working.
The Way of working section in Account settings with the Automatically close answered tickets switch, the Work profile drop-down list, the reopen windows, Silent conversation after, the two No reply needed fields and the Inbox counter.
The work profile and the default values
Under Work profile you choose Webshop or Service provider. The profile determines the default value of the other settings. If you leave a field empty, it follows the profile’s value; below the field it then says “Empty follows the profile” with the value. If you enter a value yourself, it overrides the profile. If you switch profile later, all empty fields move to the new default and values you entered stay as they are.
| Setting | Webshop | Service provider |
|---|---|---|
| WhatsApp reopen window (hours) | 24 | 168 (7 days) |
| E-mail reopen window (days) | 7 | 30 |
| Silent conversation after (days) | 7 | 14 |
| No reply needed (e-mail) | Show only | Show only |
| No reply needed (WhatsApp) | Show only | Show only |
| Inbox counter | Waiting (queue) | Unread (team-wide) |
| Default view of an email ticket | Continuous conversation | Per ticket |
| Default view of a WhatsApp ticket | Continuous conversation | Continuous conversation |
| Waiting badge on a ticket after | 24 hours | 2 hours |
The last three rows are not fields in the section, but they do belong to the profile. The default view determines whether a ticket opens as the customer’s continuous conversation or as a separate ticket (see Continuous conversation or per ticket). In the ticket overview, the waiting badge indicates that a customer has been waiting longer than that time.
Automatically close answered tickets is not part of the profile and is off by default.
Each setting explained
Below you will find, for each field in the Way of working section, what it does and which range you can enter.
Automatically close answered tickets
Switch on Automatically close answered tickets and fill in Tickets auto close days (1 to 365 days, 3 to 7 recommended). A ticket with the status Answered to which your team has not sent another reply for that long automatically gets the status Closed. The count runs from the last reply by a colleague; an AI analysis or a label change does not postpone the closing moment.
If the switch is off, the following applies: “Answered tickets remain open until someone closes them.”
WhatsApp reopen window (hours)
If a customer sends a WhatsApp message within this number of hours after the last activity on their previous ticket, aishaa reopens that ticket. If the message comes later, aishaa creates a new ticket. Range: 1 to 8760 hours.
E-mail reopen window (days)
The same principle for email, in days: within the window the existing ticket is reused, after that a new ticket starts. This window also applies to phone tickets. Range: 1 to 3650 days. Read how aishaa links emails to conversations in How aishaa links emails to the right conversation.
Silent conversation after (days)
After this number of days without new messages, aishaa assesses whether the conversation has been completed. Range: 1 to 365 days. What aishaa does with that assessment is described in No reply needed and silent conversations.
No reply needed (e-mail) and (WhatsApp)
These two fields determine what aishaa does when a customer message needs no reply, separately for email and for WhatsApp. It is a ladder: each step includes the previous one. The help text advises: “Start with showing; move up once you trust it.”
| Option | Meaning |
|---|---|
| Show only | aishaa puts a badge with the reason on the ticket (in the overview and on the ticket), you can filter on it and it is recorded in the audit trail. Nothing else changes. |
| Take out of the workload | In addition: the waiting clock stops and the ticket no longer counts in the inbox counter, the attention list and the actions on the dashboard. The status stays Open and the ticket remains visible. |
| Set status automatically | In addition: for a closing remark, a notification or a conversation that continues elsewhere, aishaa sets the ticket to Answered. A delivery notice stays Open, without a proposal. aishaa never closes a ticket itself; only automatic closing later turns Answered into Closed. |
More about this function at ticket level: No reply needed.
Inbox counter
| Option | Meaning |
|---|---|
| Waiting (queue) | The counter next to Inbox in the list of labels in the ticket overview counts tickets with an inbox status that have not been taken out of the workload by the reply-needed ladder. A webshop works through a queue and wants to see what is still outstanding. |
| Unread (team-wide) | The Inbox item in the ticket overview is then called Unread. The counter counts tickets with a customer message that nobody in the team has read yet, minus what the ladder took out of the workload. A service provider works as if on the phone and wants to see what is new. |
Tickets from customers in a customer group with Leave out of the inbox counter do not count for either option. See Customer groups.
Own way of working per organisation
For an account with multiple organisations, an organisation can deviate from the account’s way of working. This is all or nothing: either the organisation follows the account completely, or it has a completely separate way of working.
- Go to Organisation > General and scroll to the Way of working section.
- As long as the organisation follows the account, you see the message This organisation works the way (account name) does, with the addition that you change the way of working in Account settings.
- Switch on Use an own way of working for (organisation). The organisation’s own way of working starts as a copy of what was in force at that moment.
- Adjust the fields. In addition to the account fields, you see one extra field here: Inbound identity fallback period (days) (1 to 3650). Without reliable reply evidence, aishaa only reuses within this period the one active ticket with exactly the same email address or phone number.
- Save the page with the Save button at the bottom of the card.
If you switch it off again, the organisation follows the account again. The help text advises: “Switch this on only when this organisation really works differently from the account.”
The Way of working section on Organisation > General with the Use an own way of working for (organisation) switch and below it the message that the organisation works the way the account does.
Good to know
- For an account with one organisation, you do not see the Way of working section on Organisation > General. You then set the way of working only via Account settings.
- Automatic closing measures from the last reply by a colleague. A ticket on which only aishaa did something therefore stays open for the same length of time.
- If aishaa closes a ticket automatically while collecting customer satisfaction is switched on and there is no score yet, the ticket becomes a candidate for a review email. See Review email.
- Set status automatically never closes a ticket. At most the AI sets Answered; only automatic closing or a colleague closes a ticket.
- After saving you will see the message The way of working has been saved. If it fails, you will see The way of working could not be saved.