Documentation

AI configuration

How aishaa processes a message, and how you set up agents, skills, knowledge, writing style, topics and trust.

1. How aishaa processes a ticket

   Every customer message follows the same path: aishaa reads it, understands it, and then the organisation's workflows do their work. The agent in the Write the reply step makes a proposal; only where a person lets the agent send by itself on that topic and every guardrail allows it does the reply go out without a colleague.

   Viewer
2. Organisation information

   Record your organisation's brand name, factual description, locations, opening hours and contact options for AI responses, give additional instructions that apply to this organisation only, and let aishaa keep the facts fields up to date based on your website.

   Organisation admin
3. Knowledge documents

   Upload files such as policies, manuals and FAQs as knowledge documents, so aishaa can use them when writing replies.

   Team lead
4. Bulk upload knowledge documents

   Upload many files or a whole folder as knowledge documents in one go through the Bulk knowledge upload dialogue, and follow the processing in the background.

   Team lead
5. Writing styles

   Set one writing profile per channel (Email and WhatsApp) that determines how aishaa words things: the shared account profile or a separate profile per organisation. Once a month aishaa proposes a profile that it learns from the replies the team sent.

   Organisation admin
6. Notices

   With notices you give aishaa and your team short facts that hold for a while, such as a delay or a closure. Each notice switches on and off by itself on its dates, and aishaa suggests notices itself when the team keeps telling customers the same thing.

   Organisation admin
7. AI agents

   An AI agent is who does the work: a name, a description, instructions, knowledge, memory and skills, with conditions per tool and a Trust block. Which agent answers customer messages is decided by the organisation's workflow.

   Account admin
8. Skills

   Skills are the only list of what an AI agent can do: knowledge, a way of working and the tools that go with it, in the open Agent Skills format. They come from aishaa or from a plugin, or you make them yourself or import them as a SKILL.md or zip; on the agent you choose which skills it has and what it may do per tool.

   Account admin
9. Macros

   Create reusable macros, as fixed text or as an AI instruction, per channel and per organisation or for the whole account, and apply them in the ticket screen to the reply you are writing.

   Team lead
10. Support groups and work distribution

    Organise colleagues into support groups, choose how a group distributes tickets among its members and record what the team is authorised for. A workflow or a colleague gives a ticket to a group.

    Organisation admin
11. Taxonomy: support areas and query patterns

    The taxonomy is the classification of customer questions into support areas and query patterns. aishaa gives every question a topic from that classification; What aishaa knows, the topic rules, trust per topic, workflows and reports are built on it. You choose yourself which domain profiles your organisation uses.

    Organisation admin
12. What aishaa knows

    Per topic, aishaa keeps short facts that it learns from how colleagues correct its proposals. On the What aishaa knows page you view, correct, add and take away those facts, and you settle contradictions.

    Organisation admin
13. Taxonomy explorer

    The Taxonomy explorer page shows how aishaa distributes your organisation's customer questions across the taxonomy: the number of assignments, the secondary labels, the taxonomy flow, the most used topics, the cross-tags and the recent assignments.

    Organisation admin
14. Tell aishaa

    With Tell aishaa you give an instruction or ask a question in plain language; aishaa works it out in your settings, in the documentation and on the web where needed, applies safe changes and puts significant changes to you as a proposal.

    Team lead
15. Changes and reverting

    The Changes page shows everything that has changed in your organisation's AI configuration, by your team and by aishaa, with filters, the difference per field and, where possible, a button to revert.

    Organisation admin
16. Trust and letting an agent send by itself

    Every reply from an AI agent starts as a proposal to a colleague. On the Trust tab you see, per organisation and topic, how often colleagues sent the agent's proposals unchanged; where that trust has been built up, an Account admin can let the agent send by itself on that topic, within fixed guardrails and with an emergency stop.

    Account admin
17. The library

    The library contains ready-made agents, workflows and skills to start from. An agent or workflow you add becomes your own copy that you adjust yourself; a skill from the library is already available and you give it to an agent.

    Account admin
18. No reply needed and silent conversations

    Set per channel what aishaa does with customer messages that need no reply (show only, take out of the workload or set the status automatically) and after how many days of silence aishaa reassesses a conversation.

    Organisation admin
19. Customer satisfaction score

    aishaa gives every finished conversation a satisfaction score from 1 to 10, on automatic and on manual closing; a score of 7 or higher makes the ticket a candidate for the review email.

    Team lead
20. Translation

    Read messages, a full email and a whole ticket in your own language, write your reply in your own language while the customer gets the translation, and check a proposal from aishaa with a translation next to it.

    Viewer
21. Turn AI analyses on or off

    What happens when AI analyses are switched off for an organisation (no automatic processing, no proposals, no website check), how to arrange this through the aishaa team, and when aishaa pauses the analysis of a single ticket itself, which you resume with Analyze anyway.

    Organisation admin
22. Lock configuration

    Lock a checked piece of configuration so nobody changes it any more, not even aishaa and the assistant, until an Account admin unlocks it in the app.

    Organisation admin